Complaint Details

Status	:	Closed
Complaint No	:	0108163/2019
Category	:	Entertainment & Recreation
Date	:	25-03-2019
Subject Line	:	No refund upon cancellation of the order even when the product is not delivered yet
Complainant	:	Nimal Raju
Address	:	United Daffodil, Doddanekundi Main Road
Complainee	:	Videocon D2H
Address	:

Complaint Details
Customer ID: 228582768

I had made a request for a new HD D2H settop box connection and made an online payment of Rs.2562 through their official website www.d2h.com. The payment was made on 23Mar2019 at 12:17pm. The payment was successful and the money got debited from my bank account. After the payment, the website showed a response page which had only the transaction ID (please refer the attachment). It did not have any other information like Customer ID, Customer Name, Work Order No, plan details, etc. Neither did I get any kind of confirmation through mail/SMS.

Since then I tried contacting their customer care number (9115691156). It was very difficult to connect to the customer care executive. Most of the time, it doesn't even ring. I used to get hold of an executive after attempting for about 20 times. When I get to speak to a customer care executive and ask for the status of my payment, he simply give up saying that he cannot help without mentioning the customer ID. They were not able to understand the very fact that I did not get the customer ID after making the payment.

I kept on calling the customer care number again and again. Finally, on 24Mar2019 11:30pm, one executive picked up my call and told that the payment is credited and mentioned me the work order and customer ID. But I was extremely unhappy with their service and I did not want to proceed with the product. So, I requested him to cancel the order and return my money.

He simply denied my refund claim saying that there is no option to cancel the order. Please note that even at this point, neither did I receive the product, nor it was installed on my premises. I believe that I have every right to cancel the order and get a refund for the amount which I paid.

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