Dear Madame/Sir,
With utmost regret I’ve to convey you that after being a loyal customer of your company for almost a decade, for the first time I am feeling cheated by your company. My idea cell number is 9990612205 and I am using this number since last 3 years. For convenience, I keep on doing recharge and top-ups of my mobile through your website www.ideacellular.com and every time I used your website I found it very responsive. Except the last time when I used it to topup my balance with 350/- Rs. Yesterday (23/06/10) at 11:00 am. I successfully made the payment through your website using my icici bank internet banking facility. After which I immediately received one conforming message from IZ-Idea (9822078007) at 1104:04 am which was “Dear Customer, Thank you for making a payment of Rs 350.00 on the Idea Cellular website. It is being updated in your account.”
After receiving this assuring SMS from Idea I was certain that my topup is done. But when I checked my account balance after 15 minutes by dialing *130# I was surprised to see that it was showing my call balance only 55 paisa. Desperately I called your customer care number 12345 at 11:30 am (23/06/10) and told your executive my problem, and she assured me that I should call after 24 hours. That call to your customer care consumed my 50 paisa, and I am now left with only 5 paisa balance.
Anyhow after waiting for more than 30 hours I called your 198 number today (24/06/10) at 4:05 pm to file my complaint, and the lady customer care executive there said that Idea has received my 350/- Rs. Payment, but due to some technical trouble with your billdesk I may have to wait for next seven days. When I asked her that even after making the payment of 350/- Rs. to you and your company receiving it and confirming it through SMS why should I wait for seven days to get the money updated in my balance? Suppose I meet some emergency problem for which I’ve to make a phone call, what I’ll do for next seven days? Who’ll be responsible if I could not make an important phone call and may caught in some emergency situation even after paying 350/- Rs. why I am left with mere 5 paisa balance in my account? Your carelessness/mistake/ technical trouble/whtsoever which is restricting me to make a phone call for next seven days even after I paid and you received 350/- Rs.
She then transferred the phone to her senior some Ravidra Kumar Singh, who was repeatedly apologizing and asking me to wait for next seven days. When I asked him why should I wait? He told me that it is company’s procedure. When I insisted then he told me that Idea has not received 350/- Rs. payment. How come it is possible that my icici bank account is debited by 350/- Rs against the payment made to idea cellular limited, and Idea has send me a confirmation SMS of money receipt through their website?
When I further insisted to talk to some senior officer in Idea Cellular Limited, he gave me phone number of some Nidhi Sagar (9990555555) ext:688, I tried to call on this number many times, but I am sorry to say that this number is intentionally not picked by anybody. After failing everywhere I am writing this mail to you, and posting the same complaint on http://inconsumercomplaints.com.
Somehow I am not convinced that Idea is customer friendly and fair/ethical company anymore. You have lost your trust among your loyal customers through non responsiveness and uncaring attitude of your customer care staff
Vivek Singh Toma
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