I had launched the following complain with Loop Mobile on March 24. However, since than despite continuous follow-up have not received any satisfactory reply or apology from the company. Kindly help me in getting a suitable redressal from the Loop Mobile
Ref: Pre-paid mobile Nos: 98703 59246 / 98703 59322
I had purchased three pre-paid Loop Mobile sim cards in the month of December as follows:
Mobile Number 98703 59246 in the name of Mr Sejal Doshi
Mobile Number 98703 59322 in the name of Mrs Deepa Doshi
Mobile Number 98703 59454 in the name of Mr Sanjay Doshi
The above-mentioned two numbers in the name of Sejal Doshi / Deepa Doshi were duly activated and completed the verification process as well. Initially, the card was used for few days and subsequently kept aside for few months. Today I went to start the two cards and found that both were deactivated.
I visited your Loop Mobile Gallery located at Hanuman Road, Vile-Parle (East), Mumbai - 400 057. The customer executive named Mr Sivaji Pawar was very rude and adamant in his behavior. He didn't responded properly and was rude in answering as well. He said that as the cards were not used, those were deactivated and recycled. I asked for such terms and conditions, he said that I should have read the pre-paid mobile application form. I said that I don't have the form, which I filled at the time of application and hence asked him to show me a pre-paid mobile application form. He lied that he don't have any such form in the gallery and if need to check terms and conditions, than I need to visit your Loop mobile website or else get form from outside. On persistent insistence, he took the form out and torn it in front of all the staff and customers, rather than showing us the relevant provisions.
The other executive than took charge and showed us the relevant terms and conditions to us. I would like to reproduce the relevant terms and conditions - point No. 5 from your Application Form:
The Loop Mobile Prepaid is valid as per the recharge used. The talktime for card is valid for a period depending on the recharge amount as per the recharge slab. The residual talktime on a card at the end of this period will be added to the talktime of the next recharge if the card is recharged within the talktime validity period. The card is valid for an additional 90 days irrespective of the recharge used. At the end of the above mentioned period (talktime validity plus additional 90 days.) The mobilephone number may be reissued / recycled by Loop Mobile (India) Ltd.; at its sole discretion.
I would like to complain to you on two issues:
Firstly regarding the rude behavior of your customer executive as mentioned earlier.
Secondly, on the deactivation of my two cards. After lots of insistence and argument, I was informed by the gallery person that both the cards were recycled. I also called up your call centre on the number 98210 99800 and after efforts of around 30-40 minutes on the phone, I was provided with similar information that the cards were recycled on February 27.
Now here I would like to seek justification that how can the card be recycled in such a short span of time despite the card was having sufficient talktime within its validity period. At the time of purchase, the card was having talktime of Rs 45-70 (am not sure about exact amount) with validity till 2014. As per the Terms and conditions in your application form a card can be reissued / recycled only if the talktime is exhausted or the validity is complete. Even in both the cases, an additional grace period of 90 days is allowed. I accept that I didn't used the cards for few months. But as per the calculation, no ways you would have recycled the card without giving proper intimation to the customer. Even If you will get the maths correct, the card got activated on December 2 and it was recycled on February 27, which is just 87 days. So, how come in less than 90 days the card was recycled? I agree that the card was not in use, so you would have failed to intimate by phone or sms. However, you have complete details of a customer with his address and alternate mobile number or contact number, which were duly provided. In that case atleast those alternate means would have being used to intimate us before recycling the card.
My contact details - [email protected]
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