ss.sureez
New member
- Dealer Name
- Jio Fiber
- Company Name
- Jio
- Customer Care Number
- 18008969999
- Loss Amount
- 10000
- Ratings
I’m looking for suggestions on how to handle an issue I recently faced with a JioFiber recharge.
I selected and recharged a JioFiber plan based on the benefits displayed on Jio’s website. The plan page showed Amazon Prime Lite as one of the included subscriptions, and the notes specifically stated:
“Bundled Amazon Prime Lite subscription is valid for 1 year.”
I have a screenshot of the plan page showing this.
After the new plan became active, however, Amazon Prime Lite was not activated on my account.
I contacted Jio Customer Care multiple times.
Initially, I was told that the subscription would become available once the new plan became effective and that I should wait.
When it still did not appear, I contacted them again. I was told that diagnostics had been performed and that I should wait another couple of hours. I waited until the next day, but the subscription was still unavailable.
Only during a later interaction was I told that Amazon Prime Lite is supposedly available only to new Jio customers and not existing customers.
This is where I have a problem.
When I purchased the plan, I did not see any clear statement on the plan page saying that the Amazon Prime Lite benefit was restricted to new customers. On the contrary, it was displayed as an included subscription, along with the statement that the bundled subscription would be valid for one year.
If the “new customers only” restriction had been clearly displayed before payment, I would not have selected this particular plan.
After Jio confirmed that they would not provide the advertised benefit, I asked them to cancel/reverse the recharge and refund the amount. They refused, saying the plan could not be cancelled or refunded.
Effectively, my choices were:
I have retained the plan-page screenshot, recharge/payment details and customer-care communications as evidence.
I have also raised a formal grievance asking Jio either to provide the advertised benefit or refund the recharge amount. I have asked them to provide the Terms & Conditions applicable on the date of my recharge and specifically identify where the alleged “new customer only” restriction was disclosed before payment.
I would appreciate suggestions from others who have faced similar issues:
Does displaying a bundled benefit during plan selection, but disclosing an eligibility restriction only after payment, constitute misleading advertising or deficiency in service?
Also, what would be the appropriate next escalation Jio refuses both the advertised benefit and a refund? Should I proceed through Jio’s higher grievance/appellate mechanism first, or approach a consumer grievance forum?
Any suggestions from people who have dealt with similar telecom/broadband disputes would be helpful.
I selected and recharged a JioFiber plan based on the benefits displayed on Jio’s website. The plan page showed Amazon Prime Lite as one of the included subscriptions, and the notes specifically stated:
“Bundled Amazon Prime Lite subscription is valid for 1 year.”
I have a screenshot of the plan page showing this.
After the new plan became active, however, Amazon Prime Lite was not activated on my account.
I contacted Jio Customer Care multiple times.
Initially, I was told that the subscription would become available once the new plan became effective and that I should wait.
When it still did not appear, I contacted them again. I was told that diagnostics had been performed and that I should wait another couple of hours. I waited until the next day, but the subscription was still unavailable.
Only during a later interaction was I told that Amazon Prime Lite is supposedly available only to new Jio customers and not existing customers.
This is where I have a problem.
When I purchased the plan, I did not see any clear statement on the plan page saying that the Amazon Prime Lite benefit was restricted to new customers. On the contrary, it was displayed as an included subscription, along with the statement that the bundled subscription would be valid for one year.
If the “new customers only” restriction had been clearly displayed before payment, I would not have selected this particular plan.
After Jio confirmed that they would not provide the advertised benefit, I asked them to cancel/reverse the recharge and refund the amount. They refused, saying the plan could not be cancelled or refunded.
Effectively, my choices were:
- Continue using a plan without receiving one of the benefits advertised when I purchased it; or
- Disconnect the JioFiber service and lose the amount already paid.
I have retained the plan-page screenshot, recharge/payment details and customer-care communications as evidence.
I have also raised a formal grievance asking Jio either to provide the advertised benefit or refund the recharge amount. I have asked them to provide the Terms & Conditions applicable on the date of my recharge and specifically identify where the alleged “new customer only” restriction was disclosed before payment.
I would appreciate suggestions from others who have faced similar issues:
Does displaying a bundled benefit during plan selection, but disclosing an eligibility restriction only after payment, constitute misleading advertising or deficiency in service?
Also, what would be the appropriate next escalation Jio refuses both the advertised benefit and a refund? Should I proceed through Jio’s higher grievance/appellate mechanism first, or approach a consumer grievance forum?
Any suggestions from people who have dealt with similar telecom/broadband disputes would be helpful.
