Fraudulent and Unjust Practices: Zong's Failure to Refund Security Charges despite fulfilling Obligations

Introduction:

In the dynamic world of telecommunications, customers expect transparency, fairness, and efficiency in their dealings with service providers. Unfortunately, this doesn't always seem to be the case, as some customers, like me, encounter hurdles when trying to reclaim their rightfully owed funds. This article sheds light on my frustrating experience with Zong, a prominent telecom company, which has failed to refund my security charges despite fulfilling all financial obligations.

Background:

On November 1, 2023, I made the decision to convert my Zong number (03215221158) from postpaid to prepaid. This switch involved settling all outstanding dues, including the monthly bill and migration charges, at the Zong franchise in Kamra Cantt. I paid all payments at franchise, leaving no room for ambiguity.Moreover Zong representative briefed me that security refund will be processed with in 40 days in the shape mobile load/balance.

The Unresolved Issue:

Despite settling all dues, a lingering concern remains—the unreturned security deposit of Rs. 1000. I find it disheartening that Zong, a company that prides itself on customer satisfaction, has failed to expedite the return of my security amount.

Zong's Response:

Upon reaching out to Zong's helpline for clarification, I was informed that the full monthly line rent would be charged for November because the number was converted to prepaid on the 1st of the month. This explanation seems unjust and inconsistent with the logic of monthly billing for postpaid connections.

Unjust Charging Practices:

The argument that a full month's line rent should be charged simply because the conversion happened on the 1st of the month contradicts the nature of postpaid billing. In postpaid services, bills are typically generated at the end of the billing cycle, covering the usage for the preceding month. Charging the entire month's rent upfront feels like an unfair practice, especially when the user has fulfilled all financial obligations. I also approched PTA in this regard but reply is still awaited

Customer Expectations:

Customers have the right to expect transparent billing practices and timely resolution of concerns. It is disappointing to experience a lack of cooperation, especially when attempting to recover a security deposit that should rightfully be returned promptly.

Conclusion:

As a Zong customer who has fulfilled all financial obligations promptly, I am left disheartened and dissatisfied with the lack of responsiveness regarding the unreturned security deposit. Zong must revisit its policies to ensure that they align with industry standards and customer expectations. Transparency, fairness, and prompt issue resolution are imperative for any telecom company aiming to maintain a positive relationship with its customer base. I urge Zong to address this matter promptly and uphold the principles of customer-centric service that it claims to champion.