One of my clients recently had a case which I am explaining below and if you are stuck in such similar situation, here is what to do.
Note: Due to attorney-client privilege, I cannot disclose complete case details or identify the actual parties involved. However, I am sharing the essential facts and legal approach so that if you find yourself in a similar situation, you can understand the available solutions and legal remedies.
TL;DR: Refusing to accept payment except in cash, and cutting off a customer's digital payment channels after he complained to the government, is a deficiency in service and an unfair trade practice under the Consumer Protection Act, 2019. You can file a broadband overcharging complaint before the District Consumer Commission, escalate separately to the provider's Nodal Officer and Appellate Authority under the telecom grievance framework, and flag the missing GST invoice to the tax authorities. You do not have to keep paying cash to the person who is harassing you.
Key Facts of the Case
- The client, a CA Final student in Nashik, was billed above the broadband provider's own published monthly tariff.
- The overbilling was corrected only after a CPGRAMS grievance to the Ministry of Communications in early March 2025.
- The operator then blocked the client's number on WhatsApp and on the family's UPI app, and stopped sharing any payment link.
- The only channel left was ₹400 in physical cash, accepted solely from the client's elderly father, who travelled about four kilometres each way.
- Recharge was repeatedly delayed by a day after cash was received, disrupting online mock tests.
- The parent company's Nodal Officer and Appellate Authority declined to intervene and told the customer to coordinate with the same local cable operator.
- No GST-compliant tax invoice was issued for the cash payments.
- Forum chosen: the District Consumer Disputes Redressal Commission, seeking restoration of digital payment channels, proper invoices, compensation and costs.