Dear Team,
I hope this email finds you well.
I am writing to express my surprise and concern regarding the sudden closure of my internet service effective January 25, 2024, without my prior consent. I am uncertain about the protocol followed in such cases with your customers, and I am disappointed by the lack of communication and understanding exhibited.
During my recent request for a home move, it was explicitly communicated that I would be relocating from my current address , effective February 2, 2024. It was clearly agreed upon during our conversation that there would be no disruption or closure of services at my current address until February 1, 2024. However, to my dismay, my internet connection was terminated abruptly on the midnight of January 25, 2024. This sudden cessation of service has caused significant inconvenience, particularly as my household relies heavily on internet connectivity for remote work.
I initiated the home move request to facilitate a seamless transition of my internet connection, and I am deeply disappointed by the irresponsible manner in which this matter has been handled. Despite my attempts to seek clarification and resolution by contacting your customer care, I have received unsatisfactory explanations and unreliable alternatives for internet connectivity.
Furthermore, I seek clarification on the following points:
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What is the status of my old contract? Has it been terminated, and are there any penalty clauses associated with its cancellation?
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Why was a new contract created instead of simply facilitating the home move request as discussed?
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There appears to have been a misunderstanding on your end regarding the technical aspects of the home move.
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One representative mentioned the continued use of the same modem, while another suggested a new contract for sales purposes.
I urgently request clarification on the current status of my internet connection and contract. Given the irresponsible handling of the disconnection without my consent, I am concerned about the level of accountability and responsibility demonstrated towards customers. I expect a prompt and clear response outlining the resolution of this matter.
Thank you for your attention to this urgent issue.
Best Regards,
Anurag
