Consumer Complaint Against ACT Fibernet for Deficiency in Service, Negligence, Unauthorised Account Changes, Failure to Post Payment, & Refund (₹7611)

[Anitha Kesavan]

Dealer Name

Anitha Kesavan

Company Name

Act Fibernet

Customer Care Number

+91 9121212121

Loss Amount

100000

Ratings

1.00 star(s)

Opposite Party Address

2nd & 3rd floor, No.1, Indian Express Building, Queens Road, Bengaluru, Karnataka, india - 560001

To: The Appropriate Consumer Disputes Redressal Commission

Complainant:
Name: Anitha Kesavan
Customer ID: 103689690101
Address: [Enter your full residential address]
Mobile Number: [Enter your registered mobile number]
Email ID: [Enter your email address]

Opposite Party:
ACT Fibernet / the appropriate legal entity operating the ACT Fibernet service
Address: [Enter the company's registered or appropriate service address]

Subject: Consumer complaint regarding deficiency in service, incorrect account activation, non-credit of payment, prolonged internet disruption and refund of ₹7,611.

1. Facts of the Complaint​

1. I am a customer of ACT Fibernet under Customer ID 103689690101. I am filing this complaint regarding the improper handling of my account modification request, the activation of my husband's old account without our clear consent, the failure to credit a payment of ₹7,611, and the prolonged disruption of internet connectivity.
2. I raised Service Request No. SR10382195990044 for modification of my account details. However, instead of carrying out the requested modifications to my existing account, the ACT team proceeded to activate my husband's old account, Account No. 1038821964285, belonging to Selvamurugan V. This account had been inactive for several years and was associated with a different plan and address.
3. I had been following up with ACT Customer Care since 25 September 2026 to resolve the account-related issue. Despite repeated follow-ups, ACT failed to provide a satisfactory resolution or ensure that the requested changes were completed correctly.
4. During this process, a representative named Monisha from the ACT team contacted my husband and informed him that she would deactivate my account and activate his account. However, the account change was carried out without our clear concurrence on the proposed arrangement and without adequate measures to ensure uninterrupted internet connectivity.
5. Believing that ACT had correctly processed the requested changes, I paid ₹7,611 on 30 September 2026 towards my husband's account, No. 1038821964285.
6. Despite making this payment, the amount has not been appropriately reflected in the account. I continue to receive messages stating that the account is disconnected and that a further payment is required to reactivate the service. I dispute any demand for duplicate payment arising from the failure to correctly process the account changes and credit the payment already made.
7. Due to the account changes and the subsequent service disruption, our internet connectivity was completely interrupted. We raised Service Request No. SR10382282964264 for the internet connectivity issue. ACT committed to sending an engineer to resolve the problem before the stated estimated time of resolution of 1 October 2026. However, the promised technical support was not provided within the committed timeframe, and no effective workaround was offered.
8. We also raised Service Request No. SR10382465379594 regarding the payment not being posted. Despite raising these service requests and repeatedly contacting ACT Customer Care, the issues remained unresolved.
9. Both my husband and I work in the IT industry, and reliable internet connectivity is important for our professional responsibilities. The prolonged loss of connectivity significantly disrupted our work and professional commitments. We were compelled to spend considerable time following up with ACT to resolve an issue that arose from the handling of our account and service requests.
10. The repeated failure to resolve the matter, the lack of clear ownership, the failure to provide the promised technical support, and the demand for additional payment despite the payment already made have caused considerable inconvenience, frustration and loss of confidence in ACT Fibernet.
11. In view of the above circumstances, I no longer wish to continue with ACT Fibernet. I have decided to seek a refund of the amount paid so that I can obtain internet services from another service provider.

2. Grounds of Complaint​

The above facts indicate a possible deficiency in service and failure to handle the account modification, payment and service restoration requests with reasonable care and diligence. The incorrect account activation, failure to appropriately credit the payment, continued disconnection, and failure to provide the promised technical support warrant investigation and appropriate relief under the Consumer Protection Act, 2019, subject to the jurisdiction and findings of the competent authority.

3. Reliefs Requested​

In view of the above facts and circumstances, I respectfully request the competent authority to:

1. Direct ACT Fibernet to refund the full amount of ₹7,611, paid on 30 September 2026 towards Account No. 1038821964285.
2. Direct ACT Fibernet to investigate and explain the handling of Service Request No. SR10382195990044 and the subsequent activation of my husband's old account.
3. Direct ACT Fibernet to reconcile the payment made on 30 September 2026 and provide written confirmation that no duplicate payment, reactivation fee or penalty will be demanded in connection with this disputed transaction.
4. Consider awarding reasonable compensation for the inconvenience, prolonged service disruption and demonstrable losses caused by the alleged deficiency in service, as supported by the evidence submitted.
5. Consider awarding reasonable costs incurred in pursuing this complaint, where applicable.
6. Grant any other relief that the competent Consumer Commission considers appropriate in the circumstances.

4. List of Supporting Documents​

I propose to submit the following documents in support of this complaint:

• Annexure A: Proof of customer identity and ACT account details.
• Annexure B: Copy of Service Request No. SR10382195990044 for modification of account details.
• Annexure C: Payment receipt or transaction proof for ₹7,611 paid on 30 September 2026.
• Annexure D: Copy of Service Request No. SR10382282964264 regarding internet connectivity.
• Annexure E: Copy of Service Request No. SR10382465379594 regarding payment not being posted.
• Annexure F: Copies of emails, messages and other communications with ACT Customer Care and the Nodal Officer.
• Annexure G: Available evidence of the internet outage and any documented professional or financial losses arising from it.

5. Declaration​

I declare that the facts stated in this complaint are true to the best of my knowledge and belief and that the supporting documents submitted are genuine copies of the records available to me.

I request that this complaint be considered and that appropriate relief be granted in accordance with the applicable law.

Place: Chennai
Date: 14-Oct-2026

Signature of the Complainant:
Anitha Kesavan
Customer ID: 103689690101
Contact Number: 9884872270