I am saddened with the fact that idea has a worst customer service I have ever encountered for any company. Despite the complaint over the phone and through the email, and assurance by your customer service executive that the night service that had been activated without my consent will be discontinued by the 3rd of march it, took more than 10 days and more than 20 phone calls to get the particular service dis-activated.
I was sent a msg on the 6th march saying that my complaint is under process.
Ironicallly on the 5th i got a msg ID IZ-51932 that there is currently no rental and other deductions for my mobile no. Howeveer, afeter midnight, again Rs.10 were deducted from my phone, as a result i had to call up again and complain.
These are the complaint nos:
1-2339457888
1-2338961540
1-2338961532
1-2329130861
1-2195649783
1-2195649809
1-2195649783
1906408353
Ironicallly each of these cpomplant msg sent to me, sd that my complaint will be resolved within 11 hours.
Whats more distressing is that, after spending hours and hours on phone with ur customer care executives finnaly I got the service disactivated from, 6th march. And unfortunately another subscription called astro serivice was activated without my knowledge.
As a result, when i again got my ph recharged on the 08th march for rs. 100, for which i recived tlk time of 88.73. However out of this 88.73, Rs. 30 was deducted. When i saw that there was another deduction, i was forced to calll the customer service back and i was told, my earlier service has been disactivated, but now another service called astro subscription has been activated by me. I was told for the particular service, i recieved an automated call, and i choose to activate it.
As per my knowledge i nver recived any call. But anyways I asked the customer care rep, to dis-continue the service. Again I was told that it will take 12 hours for the service to be dis-activated, and I was smsed the complaint no - SR No 1-2640756131, saying that the service will be disactivated with 11 hours from my complaint. I recieved this msg on 08/march at 10:37 pm.
I waited patiently for 11 hours, and called back the customer care service, to confirm that whether the service has been discontinued. However again I was told, it hasnt and that nothing has been done till yet. So I was given again a assurance that it will be disactivated in another 12 hours. After I ended the call, duely, i was again sent a complaint no, 1-2740805697, saying my request is under process and the service will be dis-continued within 11 hours. I recieved this msg, at 11:19 pm on the 09/march.
To add up to my distress, and to proove, that ur customer service cell give no bother to complaints, and all your company wants is to milk money from your customers, i recieved a msg saying with ID as IZ-8888. The msg reads as "Congrats you have activated for Times Zodiac-Leo pack for just Rs 30 for 31 days. To-deact dial Toll-Free no 155223". I recieved this msg on 11/03 at 9:02 am.
One can imagine the distress i got, on seeing this msg. This msg, prooved that nothing has been done about my repeated complaints. To add to my worries the toll free no, mentioned in the msg to de-activate the service is not reachable. Whenever, I tried dialing the no, it said pls check the no that u hve dialed. Also why i recieved a message informing me abt the serivice, three days after the service was activated and money being deducted.
Now I dont hve neither energy nor the will to spend hours with your customer service rep.
I am now forced to take a new phone no. with an alternate service provider. I have been using this ph no. for past seven yrs, and my if I change my no, I will be loosing contact with many friends and family members, who hve been having my no for years
I sent a complaint e-mail abt the same to idea, i got a reply that issue will be resolved. However today is the 25th march and till now nothinh has been done. And all what has happened is that i was forced to write another e-mail to Idea customer service, which i hve pasted below.
with reference to my previous mail, i would still like to retiarte that Idea has a most horrible and un-opperative customer care department. The best way for them to deal with the customer query is to hang up on customer, when they know that they would not be able to solve it. Wh at they do is that the y ask the customer whether they can place their call on hold, when the customer says yes, they use mute buton, and by pressing and unpressing mute they say hello hello and then hung up on a pretence of customer not being able to hear them. The call was made on 25th march at 4.00 pm.
In past one month its has happened with me too many times. However, today just before typing this mail the same thing happened. I re-dialed and agan when rep asked me whether he can place my call on hold, i told him not to hung up.
He sd okey and after coming online, told me that u wont get the refund. it takes 6 days for us to refund the money. And since u hve not recieved it by now, u r not entitled for the same. When I told him abt the e-mail i recieved from Idea customer service that i will get my refund, he in a jiffy transffered the calll, without borhering to tell me where he is transfering..and just out of curiousity, i waited for more than 30 mints for someone to answer. However, clearly the rep had purposely transffered the calll to some non-working extention.
After recieving the mail from the Idea customer service, I waited tilll the 21st for my refund to come through. However, again I was forced to call the customer service, for the refund. Again I was given a assurance that i will get my refund in 12 nos. I recieved a sms with a complaint no of SR No-1-3889049660. After waiting for 24 hours, i again called the customer service department, again i was told that my issue will be resolved and was given a complaint no. 1-4123230209 on the 23rd March at 10:25 pm.
And on the 25th Mrach when i again called up, one was bluntly told that i am not entiltled for a refund and then when i told the rep that i did recieved a e-mail conforming the same, one rep hung up and the other one transfered the line to an unfuntional no, where its been more than a hour now that I am waiting some one to answer. Unfortunately I did not took names of both the reps, but i know that each and conversation with the customer is documented and under the Right To Information Act, I am entitled to get all the notes documentated on my account and also that its possible for the managers to locate the reps by their IDs.
Though I am not sure whether in Idea, reps r punished or awarded for harrasing the customers.
regards
Rimpy Sachdeva
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