Hathway - Internet Services Complaint Rating:   

Hi,

I have paid the amount 1500/- to get two months plan and got this connection on Feb 22nd night at 9:00clk. When i have checked the plan it was showing as one month plan and saying i have paid only 758/-. Then i have called to customer care and asked about it. They said i have paid 758 only. But i have a proof of ICICI statement where i transferred 1500/- to get two months plan. After saying this they said, yes you have paid 1500/- but for now you will get one month activation and after a month they will renew it to one more month. I said this is a wrong procedure and asked for a bill copy (Invoice). Customer care guys said bill copy cannot be provided. Then i said that i am going to raise a complain in consumer court. Again they changed their words and asked me to login to my own hathway account where i can download my bill. With their instructions i have logged in to my account (Account number: 1133627639. My name is Narasimha). After logged in to the account i observed the details which were showed are not mine. They are related to other account. Then i have asked them again, and they said that leave that account details and all. And asked me to wait for one more month so that they will renew my plan to next month. Again i said this is not fare from their part. They did not provide any solution in this regards.

Now, I have checked the speed that i am getting. It is around 1-2Mbps. But my plan is for 40MBps. So i have called the technician who have given me the connection. That guys did not even responded. Then i called the guys who brought modem for me. He said when he installed i got 34Mbps and it is not his responsibility now.

After all these discussions, i got irritated and called to customer care again for cancellation. He told me that i have to handover the modem at their office which is located at HimayathNagar and then they will start cancellation process. And he informed that to get the refund it will take 45days. Then again i have asked them why are they taking 45days. He said it is the procedure. And I said HimayathNagar is far for me, so asked for a best solution. He said there is no other solution. Then again i said that i will raise a compliant in consumer court. Then he said i can cancel this through IVR. For this i have to call to the same Hathway Customer care number and I have to select 'Cancellation due to Relocation" which is under "Billing". Then again i have informed that I am not cancelling this account due to relocation but cancelling due to Worst service. Then he said that is only the process. So I thought ok and called to the same number and followed his instructions. For this request i did not even received Ticket Number. So raised the request again for cancellation. Till now nothing was happened and no one reached me out for this cancellation process.

Unable to raise the complaint in Hathway. Below is the screenshot for same.

25 Feb 2017:

As i did not see any result for my IVR cancellation request, I have called to hathway customer care again and raised a complaint to terminate my connection and I have got a complaint number. “25022017w175538.

27 Feb 2017:

I have received a computer calling saying the complaint got resolved hence the ticket has been closed.
I have verified my account and even now it is active state only.

28 Feb 2017:

I have called to hathway customer care again and informed that my account is in active state only. They said it will take 15 days to disconnect the account.

I said this is not at all fare but they are saying this is the process. And I understood that, as I already paid the amount, they will not refund the amount to me.
Please help me in this regards.