| Name of Complainant | |
| Date of Complaint | November 29, 2022 |
| Name(s) of companies complained against | Jio Fibre |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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There was wifi disconnection for more than 40 hours between Oct 31 and Nov 2. On Nov 2, the issue was resolved. The engineers told me that the wire was damaged and that it needed to be replaced. They said that I will have to make a payment of Rs 300 for the new wire. I called the Jio Fiber toll-free number and checked with them about the same and they told me that I can make the payment to the engineer if he is asking for it. I made an online payment (via GPay) to the head engineer after the issue was resolved. I told him to send me the receipt of the payment and also the warranty card (5-year warranty). He said that he will send it to me by evening via WhatsApp.
He didn’t send those details to me, so I sent an email to Jio Fibre asking for the receipt and warranty. They asked me about the engineer’s details and I sent them the details. On November 6th, I received a call from one of Jio Fibre’s representatives who told me that the engineer had charged me Rs 300 illegally and assured me that action will be taken and a refund will be initiated. It has been almost 20 days now and I haven’t received any refund. I receive a call from Jio Fibre once every 2-3 days. The representatives who call, don’t read the emails beforehand and do not know much about the issue due to which I have to explain to them about the issue from the beginning every time. Every time they tell me that they are looking into it and they have forwarded it to their seniors and it will be resolved within 24 hours. This has been happening for almost 20 days but nothing has been done by them yet. They give assurances through emails and calls but do not tell me what the status of the issue is and what is being done about it.
After patiently waiting for a long time, I decided to lodge a consumer complaint as they have left me with no other option. It is not just about the refund, it is also about their communication. They are not explaining to me about the status of the issue and the progress being made. They only keep telling me that it will be resolved within 24 hours but do nothing about it.
I received a call today (Nov 28) and the representative informed me that the request ticket has been closed. I was shocked to hear this as they have not provided any resolution for the issue. I kindly request you to look into this and resolve the issue.
NOTE – Once someone from your team reaches out to me via email, I can share the necessary details, including the screenshots of the tickets raised and the audio recording in which the customer representative informs me about the illegal payment charged by the engineer.
Thank you.
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