Idea
IDEA complaint

I had sent the below mail to IDEA in Jan.

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Hi,

I am currently a user of IDEA cellular services and have 2 numbers registered under IDEA CUG plan. My cell numbers are 9881254983 and 9881284983. In the month of November I traveled to Malaysia, hence I had availed international roaming and ISD facility on both of my numbers. For this purpose, I paid an advance of Rs. 6000 as a deposit for both the numbers. (Rs. 3000 each.) Later, when I followed up with the customer care and IDEA office for the money refund, I was given 2 options of either cheque refund in 45 days or adjustment of this amount in the forthcoming bills. I opted for adjustment of this amount in the bills. However, this amount wasn't adjusted in the month of December and January bills. Now I'm told that this adjustment will take place starting from February bill. I want to request you to please look into this matter and confirm that this deposit of mine gets adjusted in my forthcoming bills i.e. from February and onwards.

I was also informed in a recent call with the customer care, that out of Rs. 6000, only Rs. 4000 will be adjusted from Feb bills. Remaining Rs. 2000 are the deposit charges towards the ISD facility currently available on both of my numbers (Rs. 1000 each). And for adjusting these Rs. 2000 in the bills, I will have to deactivate the ISD facility on my numbers by writing an email to you, hence this mail. I hereby want to request you that please deactivate the ISD facility on both of my numbers and thus start adjusting my entire deposit amount of Rs. 6000 in my IDEA bills that are generated from Feb onwards.

I request you to please reply to this mail as an acknowledgement.

Thanks,

Milind Shinde

9881254983 (Primary)

9881284983 (Secondary)

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To which i got the below reply from Sudipta Sarkar from IDEA.

Dear Mr. Shinde,

Thank you for contacting Idea Cellular Customer Service.

We regret the delay in response.

This is with reference to your e-mail regarding deactivation of ISD and refund of deposit for your mobile number 9881254983.

We wish to inform you that the request to deactivate ISD facility is initiated and will be deactivated with effect from 21st January. Further we wish to inform you that your request for adjustment of deposit is also initiated and shall be processed by 2nd Febraury 2012.

Kindly note the docket number 154193857 for your reference.

We greatly value your patronage and look forward to an opportunity to delight you.

Thanks & Regards,

Sudipta Sarkar

Customer Service Team

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But till date my request has not be raised and fullfilled. I have done frequent followups with IDEA office and customer care but still not reply... Followiing is my recent email to IDEA care again.

Hi,

In continuation to the mail below, I wanted to inform you that my request of adjusting Rs. 6000 in my bill is not yet processed. As per communicated to me by call center executive as well as in the mail below, the adjustment was supposed to be done by Feb 2 and this should have been reflected in my Feb-15 billing cycle.

I'm sorry to say that I am dissatisfied and disturbed by frequent follow-ups that I have been doing from past few weeks with the IDEA office and customer care. Following is a brief summary about the follow-ups and incidents I have faced till date -

1. I have been following up with IDEA office based between Chinchwad and Akurdi chowk (Mumbai-Pune highway) with a lady executive named "Sonam". She assured me in December that the Rs. 6000 adjustment will be done in February as it takes 45 days for processing. Same was the information provided by a call center executive.

2. Since the adjustment was not done in 15th Feb billing cycle, I reached the IDEA office on 16th February. After talking to Sonam, I was asked to produce an application and ID proof which I submitted the same day.

3. Since I couldn't see any action on the same day, I called up IDEA call center where I interacted with the supervisor "Hrishikesh". He investigated into the matter with the back-end team and found this to be a mistake and assured me for its rectification and asked me to followup with the IDEA office again.

4. I reached Sonam on 18th Feb, Saturday and she asked me to come later at 3pm as Madhuri (her supervisor) was not available and Madhuri was the right person to raise this request, as per Sonam.

5. Later on the same day i.e. 18th Feb, when I reached the IDEA office again at 5pm, I was told that matter has been escalated to Madhuri and a request will be raised accordingly. It couldn't be raised that moment because that time the servers were down, as informed by Sonam, the IDEA executive at that office.

6. On this same day, I called up the IDEA customer care to complaint about this matter and tried reaching Hrishikesh again who had investigated into this matter earlier but I was told to followup again with the IDEA office.

7. Today i.e. Tuesday, 21st Feb I called customer care and enquired for Hrishikesh as he could help me raising a request but the customer care executive informed me that he wasn't available and a callback was left for him and Hrishikesh will get back. I haven't received a call till now.

8. Again today, my father visited the same IDEA office on behalf of me but they informed him that they have sent a mail and we might have to followup with the head office at Bhandarkar road for getting this issue resolved.

I don't understand what is going on! I'm made run for my own money. I wanted to bring to your attention the negligence shown in handling my case by both the IDEA Office and the customer care. This is my final and humble request to you to please process my request at the earliest before I move into further course of action.

Expecting a positive outcome from you as I am not getting any attention from IDEA office or customer care. If you have any queries/concerns, you can contact me at 9881254983.

Thanks,

Milind

Request someone to please pay heed to this matter.

Thanks,

Milind