vshukla850
New member
- Loss Amount
- 2000
- Ratings
I, Vishal Shukla, registered user of Excitel Broadband (Username: 1410047720, Registered Mobile No.: 9827062291), submit this complaint regarding persistent service deficiency, unreasonable delay in connection shifting, false commitments by customer care, failure to escalate, and refusal to refund the unused prepaid amount.
I raised a request for shifting my broadband connection on 25th December due to relocation to a new apartment. At the time of raising the request, I clearly informed Excitel that I am a software engineer, and uninterrupted internet connectivity is essential for my professional work. I requested priority handling.
However, no technician or representative contacted me proactively. From 26th December onwards, I have been following up almost daily. On every call, I was given verbal assurances that the issue would be resolved “today or tomorrow,” but no action was taken.
I repeatedly requested Excitel to confirm all conversations and commitments over email, but the customer care team refused to provide any written communication, reflecting a lack of transparency.
I also requested escalation of the issue 2–3 times to a senior or supervisory team. Despite this, no escalation was done, and I was never contacted by any senior authority.
On my recent follow-up, I first contacted customer care, and the call was received by Pinky. After explaining the issue, the call was transferred sequentially to Noor (Sales Team), Arvind (Executive), Adarsh (Billing Team), and finally Kashish (Shifting Team). At every transfer, I was required to repeat the complete issue. The total call duration was approximately 35 minutes, yet no resolution was provided, and the call was disconnected from Kashish’s end, not by me.
After this call, a customer care executive named Ayesha contacted me and assured that she would provide an update within 15 minutes.
Latest Update:
Subsequently, I received a call back from Avesh from the Shifting Team. During the call, he was unable to provide a confirmed date for connection shifting and continued to give circular responses. He asked me to wait an additional 1 day merely to confirm the shifting date, stating that they are unable to coordinate with their ground team. This clearly indicates a lack of internal coordination and continued uncertainty.
As per Excitel’s policy, connection shifting should be completed within 7 days. However, more than 9 days have passed, and Excitel has failed to:
Shift the connection
Commit to a definite resolution date
Provide written confirmation
Escalate the matter despite repeated requests
Maintain accountability in customer support
Due to this failure, my professional work has been severely impacted for over a week.
Since Excitel is unable to shift the connection or provide a confirmed timeline, I requested disconnection and a refund. The connection was prepaid, and nearly 2 months of validity remain. Excitel has refused to refund any amount, which constitutes deficiency in service and unfair trade practice.
Request to the Hon’ble Consumer Forum:
Direct Excitel to disconnect the connection immediately.
Order Excitel to refund the unused prepaid amount for the remaining 2 months.
Impose a penalty/fine for false commitments, lack of coordination, failure to escalate, denial of written communication, call mishandling, and service deficiency, to prevent recurrence with other consumers.
Shifting Ticket Number: 75045678
Complainant:
Vishal Shukla
I raised a request for shifting my broadband connection on 25th December due to relocation to a new apartment. At the time of raising the request, I clearly informed Excitel that I am a software engineer, and uninterrupted internet connectivity is essential for my professional work. I requested priority handling.
However, no technician or representative contacted me proactively. From 26th December onwards, I have been following up almost daily. On every call, I was given verbal assurances that the issue would be resolved “today or tomorrow,” but no action was taken.
I repeatedly requested Excitel to confirm all conversations and commitments over email, but the customer care team refused to provide any written communication, reflecting a lack of transparency.
I also requested escalation of the issue 2–3 times to a senior or supervisory team. Despite this, no escalation was done, and I was never contacted by any senior authority.
On my recent follow-up, I first contacted customer care, and the call was received by Pinky. After explaining the issue, the call was transferred sequentially to Noor (Sales Team), Arvind (Executive), Adarsh (Billing Team), and finally Kashish (Shifting Team). At every transfer, I was required to repeat the complete issue. The total call duration was approximately 35 minutes, yet no resolution was provided, and the call was disconnected from Kashish’s end, not by me.
After this call, a customer care executive named Ayesha contacted me and assured that she would provide an update within 15 minutes.
Latest Update:
Subsequently, I received a call back from Avesh from the Shifting Team. During the call, he was unable to provide a confirmed date for connection shifting and continued to give circular responses. He asked me to wait an additional 1 day merely to confirm the shifting date, stating that they are unable to coordinate with their ground team. This clearly indicates a lack of internal coordination and continued uncertainty.
As per Excitel’s policy, connection shifting should be completed within 7 days. However, more than 9 days have passed, and Excitel has failed to:
Shift the connection
Commit to a definite resolution date
Provide written confirmation
Escalate the matter despite repeated requests
Maintain accountability in customer support
Due to this failure, my professional work has been severely impacted for over a week.
Since Excitel is unable to shift the connection or provide a confirmed timeline, I requested disconnection and a refund. The connection was prepaid, and nearly 2 months of validity remain. Excitel has refused to refund any amount, which constitutes deficiency in service and unfair trade practice.
Request to the Hon’ble Consumer Forum:
Direct Excitel to disconnect the connection immediately.
Order Excitel to refund the unused prepaid amount for the remaining 2 months.
Impose a penalty/fine for false commitments, lack of coordination, failure to escalate, denial of written communication, call mishandling, and service deficiency, to prevent recurrence with other consumers.
Shifting Ticket Number: 75045678
Complainant:
Vishal Shukla