Idea Cellular — Irresponsible service causing business losses - Billing issues & Worst service from Idea Network - Communication ID # C1-[protected] | |||||
Hats off to the slogan using by the Idea cellular "AN IDEA WILL CHANGE YOUR LIFE" --- Yes after taking idea connection my life has changed with lot of painful experience in terms of poor service, call drops, internet service outage, long hours hold to interact with the customer care. What a third class company it is!! I'm working for a corporate company and I too deal with customers but the way how idea customer care treats the customer is really horrible. They kept me on hold for more than an hour but still not resolved the issue. I have registered a complaint on 14-Sep2015 at 12:01PM through a communication ID # C1-[protected] (mobile number [protected]). They have initially given the resolution date as 22-SEP-2015 and later extended to 03-OCT-2015. The issue is related to additional charges posed on 3G Internet pack, which was actually enabled based on the promotional SMS received on mobile number and they have not communicated about the hidden conditions either thru an email or SMS. Apart from that, they have charged me as per 3G pack but provided 2G service, which was confirmed by the idea customer care executive. On top of those issues, they have suddenly stopped the internet service without giving any intimation to the customer and as a reason I have incurred a business loss of INR.60, 000/- as I'm handling the internet based financial share market services. It took nearly 4hours time to get the internet service again after calling multiple times to the customer care team by taking the pain of waiting more than an hour hold time to appeal my complaint. Instead of resolving the issue on priority basis, they have given 15days waiting time to resolve the issue but they barred my mobile number and as a reason I'm not able make any outgoing call or send any outgoing SMS. As the resolution time is extended by Idea team, why should I pay the RENTAL without using any services. Instead of resolving the issue, they are creating more issues on top of the existing issue. For the god sake, I recommend none o[censored]s should take a connection from IDEA and I'm strongly requesting to share this information to the rest of the customers. Was this information helpful? | |||||
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Idea Cellular customer support has been notified about the posted complaint. | |||||
 4 Comments | |||||
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Dear Customer,
We wish to affirm that your concern has been already acknowledged and your complaint for billing has been initiated by us, under reference number C1-[protected] and you shall hear on the same at the earliest. For further assistance, kindly contact Idea customer care helpline.
Thanks & Regards,
Customer Care, Idea Cellular
We wish to affirm that your concern has been already acknowledged and your complaint for billing has been initiated by us, under reference number C1-[protected] and you shall hear on the same at the earliest. For further assistance, kindly contact Idea customer care helpline.
Thanks & Regards,
Customer Care, Idea Cellular
Dear Customer,
As per your telecon with our customer service associate on 28th Sept 2015, we wish to affirm that your aforesaid concern has been discussed and addressed. For further assistance, kindly contact our Idea customer care helpline.
Thanks & Regards,
Customer Care, Idea Cellular
As per your telecon with our customer service associate on 28th Sept 2015, we wish to affirm that your aforesaid concern has been discussed and addressed. For further assistance, kindly contact our Idea customer care helpline.
Thanks & Regards,
Customer Care, Idea Cellular
Hi,
Kindly close the following service & billing issues to continue with the idea network, else, close the number [protected] on urgent basis.
Here are the issues found in the latest billing cycle dated on 01-OCT-2015:
Issue-1: Under "Local Calls - Cellular" detailed section:
---> Amount is charged against "12345cc" on 16-Sep & 21-Sep ---> Please waive-off
Issue-2: Under "SMS" detailed section:
---> Amount is charged for the destination number "056633" on 22-Sep ---> Please waive-off
Issue-3: Under "GPRS (Volume) Usage" detailed section:
---> Amount 340.04/- is charged for the usage of internet on 21-Sep (why have you allowed when my mobile data is crossed against the package (1G data) ? ---> Please waive-off
Issue-4: Under "Summary of Charges" / "Balance Carried Forward":
---> Amount 455.68/- mentioned in the section "Balance Carried Forward" is not relevant to me due to the miscommunication from idea team upon 3G pack activation, data usage & time. ---> Please waive-off
Issue-5: Under "Summary of Charges" / "Other Credits & Charges"
---> Amount 455.68/- mentioned in the section "Balance Carried Forward" is not relevant to me due to the miscommunication from idea team upon 3G pack activation, data usage & time. ---> Please waive-off
I have been communicating with idea team from 14-SEP onwards but still idea is not able to understand the customer's issue logically!
I'm really not at all happy with IDEA in terms of WORST SERVICE, FREQUENT INTERNET FAILURES, BARRING CALLING/ MESSAGING/ INTERNET FACILITY & RECURSIVE BILLING ISSUES. Need your immediate attention on these issues..
My IDEA mobile number is: [protected] -- Billing Concerns Related to Internet Charges & Enabling of wrong data pack through miscommunication.
Here are the major issues, which are not at all acceptable from the BRAND IDEA NETWORK:
1. As per the initial interaction with the customer care executive about the lack of information provided in the promotional SMS for enabling the internet 3G pack and as a reason, he was willing to wave-off 50% of the billed amount but still I have asked him to wave-off the full amount (Recorded voice is available). After registering a complaint, I have received a call from IDEA team and he has confirmed on the waiving off internet charges as well.
2. Even though I have followed the instructions given in the SMS to enable 3G pack but still 2G pack was enabled on my mobile number till 15-SEP but charged for 3G pack ----> Recorded voice as confirmed by the customer care executive.
3. Without giving the proper intimation to customer either through SMS or EMAIL, IDEA team has barred my internet connection unexpectedly, which was caused the loss of INR. 60, 000/- as I'm handling internet based financial share market business.
4. In order to enable the internet connection, I have made few calls to customer care (called for 5 times) and it was a horrible experience, where my call was kept on hold nearly for an HOUR, without giving any answer! -- Not at all acceptable for taking customer's precious time for the wrong service issues.
5. Why have you barred my outgoing calls & message facility nearly a week ago without resolving the registered complaints?
6. I'm not going to pay the either rental or bill as my number is barred and how can pay the money for the services which am not using? I have requested several times over the phone & through emails about disabling of 3G PACK & closing of my number but still it is not implemented and am not responsible for any charges against those services in the future bill statements.
Finally, I have interacted with few other customer care executives during this week and the remarks are completely against to the initial commitments given by the customer care executives, which is really a strange situation to the customer to digest the different opinions on a single issue.
Could you please confirm whether you are waiving-off the amount or not? If not, then please disconnect the number permanently and kindly confirm through an email about the CLOSURE of my postpaid connection [protected]. Kindly DEACTIVATE all add-on services such as INTERNET PACKS etc immediately on this number. If you are going to blame the customer again then will proceed with the legal formalities.
Even though there were many service interrupts (made a loss of INR.60, 000/- in internet based share market business just for the sake of idea internet service failure) but still continuing with the idea network & paid the bills on-time till date. If you really want to help the genuine customers then do it asap, so that, I will not leave the idea network else close the number immediately.
Thank you,
Subba Reddy
Mob: [protected]
Kindly close the following service & billing issues to continue with the idea network, else, close the number [protected] on urgent basis.
Here are the issues found in the latest billing cycle dated on 01-OCT-2015:
Issue-1: Under "Local Calls - Cellular" detailed section:
---> Amount is charged against "12345cc" on 16-Sep & 21-Sep ---> Please waive-off
Issue-2: Under "SMS" detailed section:
---> Amount is charged for the destination number "056633" on 22-Sep ---> Please waive-off
Issue-3: Under "GPRS (Volume) Usage" detailed section:
---> Amount 340.04/- is charged for the usage of internet on 21-Sep (why have you allowed when my mobile data is crossed against the package (1G data) ? ---> Please waive-off
Issue-4: Under "Summary of Charges" / "Balance Carried Forward":
---> Amount 455.68/- mentioned in the section "Balance Carried Forward" is not relevant to me due to the miscommunication from idea team upon 3G pack activation, data usage & time. ---> Please waive-off
Issue-5: Under "Summary of Charges" / "Other Credits & Charges"
---> Amount 455.68/- mentioned in the section "Balance Carried Forward" is not relevant to me due to the miscommunication from idea team upon 3G pack activation, data usage & time. ---> Please waive-off
I have been communicating with idea team from 14-SEP onwards but still idea is not able to understand the customer's issue logically!
I'm really not at all happy with IDEA in terms of WORST SERVICE, FREQUENT INTERNET FAILURES, BARRING CALLING/ MESSAGING/ INTERNET FACILITY & RECURSIVE BILLING ISSUES. Need your immediate attention on these issues..
My IDEA mobile number is: [protected] -- Billing Concerns Related to Internet Charges & Enabling of wrong data pack through miscommunication.
Here are the major issues, which are not at all acceptable from the BRAND IDEA NETWORK:
1. As per the initial interaction with the customer care executive about the lack of information provided in the promotional SMS for enabling the internet 3G pack and as a reason, he was willing to wave-off 50% of the billed amount but still I have asked him to wave-off the full amount (Recorded voice is available). After registering a complaint, I have received a call from IDEA team and he has confirmed on the waiving off internet charges as well.
2. Even though I have followed the instructions given in the SMS to enable 3G pack but still 2G pack was enabled on my mobile number till 15-SEP but charged for 3G pack ----> Recorded voice as confirmed by the customer care executive.
3. Without giving the proper intimation to customer either through SMS or EMAIL, IDEA team has barred my internet connection unexpectedly, which was caused the loss of INR. 60, 000/- as I'm handling internet based financial share market business.
4. In order to enable the internet connection, I have made few calls to customer care (called for 5 times) and it was a horrible experience, where my call was kept on hold nearly for an HOUR, without giving any answer! -- Not at all acceptable for taking customer's precious time for the wrong service issues.
5. Why have you barred my outgoing calls & message facility nearly a week ago without resolving the registered complaints?
6. I'm not going to pay the either rental or bill as my number is barred and how can pay the money for the services which am not using? I have requested several times over the phone & through emails about disabling of 3G PACK & closing of my number but still it is not implemented and am not responsible for any charges against those services in the future bill statements.
Finally, I have interacted with few other customer care executives during this week and the remarks are completely against to the initial commitments given by the customer care executives, which is really a strange situation to the customer to digest the different opinions on a single issue.
Could you please confirm whether you are waiving-off the amount or not? If not, then please disconnect the number permanently and kindly confirm through an email about the CLOSURE of my postpaid connection [protected]. Kindly DEACTIVATE all add-on services such as INTERNET PACKS etc immediately on this number. If you are going to blame the customer again then will proceed with the legal formalities.
Even though there were many service interrupts (made a loss of INR.60, 000/- in internet based share market business just for the sake of idea internet service failure) but still continuing with the idea network & paid the bills on-time till date. If you really want to help the genuine customers then do it asap, so that, I will not leave the idea network else close the number immediately.
Thank you,
Subba Reddy
Mob: [protected]
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We regret the inconvenience caused. We have your contact details. We will get back to you shortly.
Thanks & Regards,
Customer Care, Idea Cellular