Name of Complainant	Chirag Shah
Date of Complaint	May 13, 2021
Name(s) of companies complained against	JIO FIBER
Category of complaint	Internet Services
Permanent link of complaint	Right click to copy link
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Text of Complaint by Chirag Shah:

One day a JIO fiber sales representative came to my home and explained me some benefit of JIO fiber connection as against other internet and TV provider.

I told them that I have my annual Internet plan going on with our local area cable internet provider where in i have already paid subscription upto the month of JULY-21 so as with my current Dish TV. I do also have a landline connection with TATA as a whole I do not see any requirement of JIO fiber connection currently.

In reply I was told that there is a promotional activity are going in your society you may get our JIO fiber connection installed and enjoy one month of free service during this period you can compare JIO fiber services quality v/s your current internet and TV provider. There after you may recharge your JIO account when ever you wish to recharge as per your wish that is on completion of your existing annual subscription. for installation I had to pay FULLY REFUNDABLE deposit of Rs. 2,500/- I was told that this amount you will get refunded if you do not wish to continue with JIO fiber you may cancel your registration account and you will receive this full amount refunded without any deduction.

So I got the JIO fiber connection installed at my premise by paying Rs. 2,500/-

As JIO tem members were already informed that upto the month of JULY-21 i can not recharge your account as I do already have my annual plan active. I did not recharge JIO account and did not register any request for cancellation of my connection as after completion of my current internet plan I am planning to migrate on to JIO.

Surprisingly I am informed by JIO team member that your account is auto deactivated as you did not recharge your account and our team member will visit your place for recovery of JIO devices. After recovery you will be paid refund of your deposit of Rs. 1,500/-  after deducting Rs. 1,000/- towards one time activation charges.

Given below is the email that I have received from JIO

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Dear Mr. Shah,

I am sorry for the poor experience you have had.

Thank you for bringing this to our notice. I will forward your feedback to the concerned team for action.

This number is now disconnected and cannot be recharged.

Since you did not recharge your account after expiry of Trial offer, your account is auto-deactivated. If you wish to get a new connection, we request you to request for the new connection from our website www.jio.com. In case of devices not returned, entire deposit amount will be forfeited.

You will receive a 100% refund if Jiofiber device is returned on or before 60 days of activation in proper working condition. If returned after 60 days, installation charges of Rs. 1000 will be considered as one time ‘activation charge’ and will not be refunded back. Only security deposit against your account will be applicable for refund.

During pick up engineer would ask you to share your bank details for processing refund against the account. You will receive OTP on your registered mobile number and email ID for confirmation. This is critical as OTP validation is done for capturing correct bank details during device pick up. Post that only refund would be processed.

Please also ensure that the registered mobile number given by you should be active at the time of device pickup.

Once the device is picked up and Bank details are updated, refund will be processed within 7-14 days.

For any queries or support, please feel free to call us on our toll-free JioFiber helpline number 18008969999 or write to us at [email protected]

We are happy to inform you that Jio is honoured to be a part of inaugural TIME 100 Most Influential Companies List.

Thank you for your love & support.

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So i called their help desk number and the support desk executive informed that there is a request from your registered mobile number for cancellation of account Where as I HAVE NEVER REGISTERRED ANY SUCH REQUEST. (God knows how do they have such request on their record)

During this period I was contacted my JIO team many times for recovery of devices and every time I keep on informing that I have not raised any such request but still I keep on receiving such calls some time personal and many times mechanical voice call.

as a result I am forced to surrender my devices for which i am going to be charged Rs. 1,000/-.

Now I am looking forward to have a just and fair resolution of this issue from JIO team that they do allow me to finish my existing internet and TV plan and there after I will regularize JIO account.

But I do not see any authorized higher authority to whom i can escalate my query and get the issue resolved.

 

Regards

Chirag Shah

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