Idea Cellular. — Erroneous charges not being refunded.

Address:	Pune, Maharashtra, 411014
Website:	www.ideacellular.com

I have been a loyal idea customer of Idea Cellular for over 8 years. Besides multiple mobile connections, I also have a prepaid netsetter connection ([protected]). On October 1st, 2015, I was trying to recharge my internet for a 3G 2GB recharge of Rs. 497/= for 28 days. However, I got a message from Idea website that said the transaction was not successful and no money was deducted. The message also said to wait for a few minutes and retry again, which I did. Again, for a second time, I got the same message that transaction had failed and no money was deducted and to try again in a few minutes. Both these messages also said that if any money was deducted, it would be refunded to my account within 8 days (please see attached screenprint below). When I tried a third time, the transaction went through smoothly and it was successfully recharged. However, a few minutes later, I got 3 sms's from my bank that Rs. 497/= was deducted 3 times from my account. As such, I logged a complaint with Idea that the 2 charges that were erroneously deducted from my account should be refunded back to me (their ref.: SR 1-[protected]). I received a call from their call center the next day from a very rude and unprofessional person, who told me that even though I received a transaction failed message, I should have checked my internet connection first before I tried to recharge again. I asked him why would I check my internet account when I clearly got a message informing me that the transaction had failed (no reference nbr, no amount, etc.). He told me that it was my fault for trying to recharge after a few minutes even if I got a failed transaction message. He told me that Idea was going to give me 6GB data and I should be happy with that and not to expect any refund. After arguing with me for a full 5 minutes, he abruptly hung up the phone. I therefore logged another complaint with Idea, under ref. SR 1-[protected]. Again, the next day, I received a call from a lady at their call center who also proceeded to tell me that it is Idea's policy to not refund the wrong charges as it was 3G service. If it was 2G, it would have been refunded, but Idea does not refund 3G charges even if it was Idea's website fault. She told me that Idea was going to give me 6GB data for 28 days, which I said I did not want as I do not use the internet very much and I would appreciate my money back instead. I tried to explain to her that it was not my fault as I got 2 failed transaction messages, so these charges were wrongfully deducted. I also told her that I had a screenprint of this message, where it also says that if charges were deducted, it would be refunded to me within 8 days, which I was trying to confirm with Idea. She also hung up the phone on me. I am a senior citizen and do not require more than 1.5-2GB data every month. Why should I get 6 GB data for 28 days that I will never use and which I did not request? What would a senior citizen who only checks emails do with 6GB data?? When their website clearly says that if the amount is deducted on a failed transaction, it will be refunded back to me within 8 days, then why is Idea refusing to refund my money? Why is Idea hiring rude, unprofessional and uncivilized people to handle customers? I have made it very clear to both their call center employees that if I do not receive the refund on the 2 wrong charges within a week, I will file complaints with the Nodal Offices / Appellate Authority, TRAI office and the Consumer Forum. This is nothing but robbing customers especially when it is not their fault. They should be ashamed of ripping off their customers particularly senior citizens and that too a customer who has remained loyal to Idea Cellular, especially when there is competition and great deals from other vendors like Airtel and Vodafone. Regards, Seema Kamath [protected] Screen Print: Payment Details Transcation has been terminated. Payment has not been deducted. Please try again. To navigate away from this page, please use the menu on the top left. Thank you. Mobile Number Not Available Payment Status Failure Reference Number Not Available Payment Date Not Available Amount Not Available Comments There has been a problem in completing the payment transaction at this time. Please try again after a few minutes.If your account has been deducted for this transaction, the amount would be credited in your account in eight working days.