To,
Nodal Officer
Grievance Cell, New Delhi NCR
Idea Cellular Ltd.
My name is Shivam Sarmah and my mobile number is 991107358X. I spoke to Idea Care more than 10 times and got few call backs too from your team called Resolution (Who don't come up with resolution but says sorry quite often) finally thought of writing an email which will end up with no use, I know but at least I shall be able to express my dissatisfaction.
I had a GPRS plan in my cell phone which is of INR 89 per month which I have got activated during Nov. I have been told that this plan does have a feature of unlimited uses which is impressive.
While checking my unbilled amount I was shocked to see close to INR 6000 by around 20th of last month. I quickly call up Idea Care to understand, I have been assured that they are not a position to check the same at that moment but any GPRS data uses will be deducted as per the plan at the end of month during bill generation. They were also kind in upgrading my GPRS plan to INR 99 per month. And at the end of the month I have received an email which says INR 5237/- in total out of which INR 3434/- is towards GPRS uses. When I called Idea Care to cross check, I have been told that I can't question on my bill and no complain can be generated here. After many calls on the same I had been transferred to Senior (!) who claims to be from escalation team who was very kind in generating a complain number which is 103888837. In fact in April.2011 bill too I have paid INR 1174/- towards GPRS which I have noticed now.
Hereafter, I have got few calls from a team member who says they are not from Idea care nor Escalation Team but from back-end. There was couple of polite conversation where I have been asked how and when I did activate GPRS (Almost in Delhi Police attitude), I replied it was somewhere during Nov.2010 but no idea on exact date, I mean I just called Idea care and got activated. Somehow on few days back a gentlemen named Piyush called me up and admitted that it was a issue at Idea's end that I had not been briefed about Access Point from which the issue raised now. He tried his best to convince me saying "sorry for the inconvenience"/ "it was a issue at our end" / "we are really sorry for that" and so on, he told me that he is going to adjust INR 600 in my next bill, I was not convinced. If you are admitting it is your fault how come the end user that is the customer should have to suffer? He was suppose to call me with a better resolution but somehow he might have forgot to call me and sort out this.
Again today, I got a call from a gentleman in Idea saying Quality Call to ensure best service and asked feedback from me followed by a reminder on my bill payment. I asked him, has my issue been resolved on billing which he couldn't able to answer. In the same time, one more issue- I got a message from Idea saying "Your subscription to Yahoo Aries is activated @ INR 30 per month" which I have never been asked for. Today while talking on my billing I asked about this, I had been told that I have activated it from my end (Maa Kasam, this I never ever activated from my end).
Now the bottom line here is you can come back to me in next month and say "Sir, your bill for last month is INR 20, 000/- for so and so use and you have to pay this", I shall be helpless at that moment. In fact, I feeling helpless at this moment, that nobody is here to solve my issue.
After this long 'dukh bhari kahani' about Idea let me tell something about me (I can't believe myself I did write so long). I have been using this Idea number since August earlier for few years it was prepaid and later I converted to post paid. Ideally. I am not a fussy customer but this time you have crossed Laxman Rekha and I am seriously feeling helpless poor fellow in front of you. I understand, Idea is doing great it got a handsome number of customer through MNP as well from operators like Airtel, but these good news didn't work with me. I somehow got my port which is ID621915 expiry's on 17/06. No worries please, I shall clear my dues by due date along with unbilled before "Thinking Haatke".
I hereby convey my best regards to Mr. Sanjeev Govil - Chief Operating Officer, Delhi & Haryana. Let me wrap up with Aaj mujhe satya ka gyan ho gaya hain ki "An Idea Can Change Your Life".
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Warm regards
Shivam Sarmah
Email- [email protected]
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