[Resolved]  Idea Cellular — postpaid and prepaid customer service

Address:

Pune, Maharashtra

I ported my tat docomo number to idea, and started with 499 plan. I was quite happy till i was using only calling service and data benefit of this plan but after some time i changed my normal 499 plan to new 499 plan where they offered calling+3gb data for 3g phones and 5gb data for 4 phones. I have non-camera 4g handset (Dupad story) purchased from dubai. When i have not received the benefit of the data plan then i logged a complaint (Sr#c1-[protected]) for billing reversal as i had taken additional pack for data to use data. I logged a formal complaint at idea complaint desk and also send e-mail with the details in apr 2017 (E-mail ref no-e1-[protected] & [protected]) and also logged it with appellate team on 18 apr 2017 and on 21 apr 2017 with request number [protected] with all the details to prove them that i am using 4g handset including network screen shot and my phone's screen shot which showed 4g setting. Their technical team investigated and confirmed me and told me the different name of the phone which i am using, i don't remember it now, and told me that its 3g phone and not 4g hence i will not be able to get the benefit of the plan. I visited idea store at magarpatta city, hadapsar, pune twice and verified my handset manually to confirm that its 4g handset and they confirmed the same and then with lot of frustration and experience of bad service, i decided not to use but i did not want to change my number hence decided to migrate it from postpaid to prepaid. I raise request for the same and again had a worst service where advisor at the same magarptta store misinformed me to pay the entire amount for the month otherwise they cannot log the request until bill is not cleared, i paid it at the same time and logged a request and asked them to give the overpaid amount to my prepaid balance, they confirmed the same that it will be credited into my prepaid account but they have not informed me that if amount is more that rs 100 then it will be paid through cheque and also they have not informed me that i will get it after 3 month of migration. Idea company misplaced my document and it was delayed my migration. When i visited again to check the status then they asked that i need to submit the document again as its not received at idea head office, i was not ready to give the same document as it was their mistake but submit the document after requesting by advisor to initiate the process. I did not received my overpaid balance into my prepaid account after migration hence i visited again that idea store and advisor was not able to confirm me why i have not received the balance and she advised me to visit main idea store located at fatima nagar, pune. I visited that office and they advised me that i will get it after 3 month of migration and through cheque, i could not do anything and felt cheated at that time. I waited for 3 months and then again i visited that idea store at fatima nagar to check the reason not to receive the cheque, they have not confirmed any reason and just re-issued it and asked them to re-issue at new address with request id c[protected] on 7th october 2017 where i shifted 5 days ago within the same society. I again had the same customer experience and could not do other than wait. But still i have not received the cheque and tried to check on chat at customer service in last week of oct then the advisor advised me that it will be delivered at my address in 7 days. Now i have checked it again today (11th nov 2017) and advisor 1st told me that there is no outstanding amount at postpaid and no outstanding amount with them when i asked her that i can file a case in court as i have confirmation mail for that then she checked it again, after taking a lot of time and lot of verification she (Kokila) asked me that its still in progress and your cheque was returned, due to customer not found and advised me to visit the idea store. I asked her that my wife is stays there full day. After a lot of conversation, she asked my pin code and advised that pin code is incorrect and advised me to collect the cheque from nearest idea store. I am very upset now and visited idea store so many times and wasted my money more than that i need (Rs 250). I don't know what to do now so please look into this.