[Resolved]  Idea Cellular — No action taken on my Bill Discrepancy, I am communicating from 8th July 2014

Address:Pune, Maharashtra

Dear Sir/Madam, Please find below my complaint details. Name: Raviraj Pawar IDEA A/C No :[protected] Mobile No. : [protected] I have started using IDEA GPRS Service from April 2014. At that time I've opted '1GB(2G)' Data Plan for rental of Rs. 150 per month. Later on I found that this Data Plan is not sufficient for me... so I decided to switch my existing 1GB(2G) Data Plan with 2GB(2G) Unlimited Data Plan. So for that last month on 27th or 28th June, 2014 I had called IDEA Customer care regarding switch of 2G Data Plan. When I asked for possibility of Data Plan switch respective Customer Care representative told me that I can switch to new Data plan i.e. 2GB Unlimited. At that time I have also asked him that whether I have to pay any extra charges apart from rental of Rs. 150 for existing data plan as I have used almost 100% data limit of existing data plans. For this query he responded as 'NO'. So I have gone ahead and asked him to active 2GB Unlimited Data Plan for me. Now, while looking at my bill details I found that rental of my previous Data Plan is charged on Prorated basis i.e. Rs. 110. And also I've been charged for another Rs. 559 for exceeded Data usage. I was not informed about this calculation for my existing Data Plan usage, otherwise I'll not opt for switch of Data Plan in middle of my regular billing cycle. Please note that I am not hesitating to pay Rental of Rs. 150 for my previous Data Plan but it is not biased to adjust this rental on Prorated basis and charge for exceeded Data Usage as these details are not informed me when I called to customer Care. At the end I just want to request you, please correct my bill amount and resend my updated bill. I have sent this mail to 'ccare.[protected]@idea.adityabirla.com' on 8th July, 2014 and 16th July, 2014. But till date no communication happened with me from Idea regarding this mail. Looking like all IDEA persons are too busy :(. For same reasons, I have contacted to IDEA customer care also by calling 12345. Every time they assured me that I will get call from back-end(which is responsible for Billing) within specified time but till date I didn't got any call. I will explain sequence to you... On 8th July, 2014 I sent mail to 'ccare.[protected]@idea.adityabirla.com', when I got auto-reply/auto-responce (System generated mail) that they will call back me within 24 Hrs. But there was no call back within 24 Hrs i.e till 9th July, 2014. On 9th July, 2014 I dialed 198 for logging complaint regarding this. My complaint is logged for same. After 2-3 days I got call from Idea Team, regarding this complaint. When I explained them situation they told me that I will get call from back-end team till 16th July, 2014. But there was no call till 16th July, 2014. So on 16th July, 2014 I have sent below mail again to 'ccare.[protected]@idea.adityabirla.com'. This time I didn't got auto-response (might be IDEA servers are also too much busy). Same day I called to IDEA Customer care(12345), when I explained all situation to them concern person assured me that I will get call from back-end team within 24 Hrs. Till today there was no such call I received. So Today also I called customer care, where I got horrible details about my previous calls, like related to my complaint I registered on 9th July 2014 (IdC1-[protected]) has been closed successfully mentioning details which indirectly explains that I am (mean Customer who registered complaint) is happy with resolution. but actually that complaint was closed by assuring me, I will get call from back-end team till 16th July, 2014. This is very ridiculous or the customer care representatives you have employed are hopeless... WHILE CLOSING ANY CALL/COMPLAINT they are logging comments in there view which will keep them on safer side. (Might be for appraisal purpose to show there successfully closed/resolved complaints). No one have mentioned things which I asked them to mention. (like... my billing end date is near, please act immediately... no one has mentioned this). Also, It seem that there is no proper communication present between different departments of IDEA. Because, every time Customer Care representative told/assured me that I will get call from back-end between specific time duration but no call happened till date. :P COMMUNICATION BETWEEN DEPARTMENTS IS ALSO AREA WHERE YOU MIGHT NEED TO IMPROVE. "You are recording all customer calls for internal Quality purposes". I am requesting you, please listen all my previous recorded calls from 6th/7th July, 2014 till date. My bill payment end date is 21st July I.e. Tomorrow and I am contacting Idea since 8th July... Every time I got assurance only. At the end, I just want to mention that, I am not going to pay any charges for which I was not informed. Otherwise I don't have any option other that stopping opting IDEA Service. I will pay all valid charges of my bill till date and will ask you for stopping all my services. (VALID charges mean all charges except Exceeded Data Usage charges applied me in my July 2014 bill, which are not informed me) In any case I am paying tomorrow my July 2014 bill excluding charges applied to me for Exceeded Data Usage (i.e. approx Rs. 560).
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Aug 13, 2020
Complaint marked as Resolved 
Idea Cellular customer support has been notified about the posted complaint.
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Dear Customer,

We regret the inconvenience caused to you. We wish to inform you that the matter is currently being followed up and our concerned team will revert to you at the earliest.

Thanks & Regards,
Customer Care, Idea Cellular

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