Loop — Horrible Service

Loop Mobile — Horrible Service

I am a prepaid subscriber with loop mobile ; I had activated their mms service last year & it never worked at all so I cancelled it. Recently after I lost my handset, I took a new sim card from them & without my permission or subscription, they activated the mms service again & deducted a rental of Rs.49 from my account balance on 4th september,2009. I called their call centre & their IVR system disconnected my call several times.Most representatives I spoke to couldn't speak or understand simple basic english or even hindi.Some disconnected my call while trying to transfer me to the so-called 'technical dept.' (who was supposedly going to help me) & had no courtesy to call me back.I made most calls in the middle of the night assuming they would have less call volume & for speedy response. After few days,I spoke to a supervisor in the morning who told me that the technical dept does not work at night which only went to prove that all the people I spoke to at night lied to me.He then assured me that he will ask them to call me & give me manual settings to use the mms service as they couldn't refund the rental as a co. policy despite the fact that it was their fault. Then the man who called me told me that unlike earlier they now cant send me a text message of the settings & will give me the instructions over the phone which I should write down & then follow. I humbly requested him to stay on line with me until I complete the process, he rudely refused. I followed his instructions which did not work. Today when the service is up for renewal, as per their policy they were supposed to give me 24 hr intimation to cancel the service if required. Very smartly they sent me a reminder that they are going to again deduct a rental of Rs.49 from my account balance at a time when I cant cancel the service with an assurance that my rental wont be deducted. I helplessly called the call centre again after getting the reminder message. I spoke to a very rude man "Abhijit" who refused to give me his last name & was extremely sarcastic & laughing at my situation as though I'm an & as if Rs.49 were peanuts.After 30 mins of arguing,I convinced him to transfer me to a supervisor,he disconnected while I was on hold.This damn co. does not even have a hold music for the customer to know where he stands.I knew the great co. that they are,they will no have the shame to return my call.So,I called back & coincidently got "Abhijit" again.On asking him why he disconnected earlier, he said it was their system error & not his fault & assured to transfer correctly this time & if the call gets disconnected this time I will get a callback.I was disconnected again.I called & got "deepak" this time who gave me the same assurance, I asked him how he would feel if his employer forcibly took Rs.49 from his salary every month for charity to the co. & he had the audacity to threaten me by saying " just mind your language" as if I was abusing him & irritating me further by saying this statement repeatedly like a parrot & telling me that all supervisors were on calls & I should call back. My impression of their customer service is that they are probably told in training that they have to keep repeating the same response to the customer like a scripted parrot until the customer is frustrated & puts the phone down & deepak-the great also disconnected my call after keeping me on hold for 58 mins & 58 secs. I called again & spoke to "Ravi" who pretended that he couldnt hear me & disconnected my call too after I told him that I was typing a complaint on the consumer forum website.When I called back, I spoke to "pulkit pandya" who with comparatively less argument transferred me to supervisor "Dijesh Nair" who wasnt much courteous but was patient & matured to hear me out without interrupting me. I told him that I have followed the procedure to de-activate the mms service & within the 24 hr time frame their co. would take to do the needful, if the rental gets deducted from my account balance then I would want him to refund me that.He assured the same & said that if need be I could call him between 10 pm to 7 am IST to get the refund which will be credited in 48 hrs. I was rest assured by him & therefore am relying on him now but the reason to actually make this complaint is to get monetary compensation from them as I was put through this pain on a day when Im ill with severe cough.If consumer forum would ask loop mobile to give them the call recordings of my conversations with their various representatives, then consumer forum would hear how breathelessly I was coughing & how loop mobile's representatives were harassing an ill customer with no mercy. they are so cunning that by the time consumer forum would ask for any such proofs, they will tactfully delete all such calls that would get them in trouble.so, I would humbly request consumer forum to now contact them to get me compensation for the frustration I have expressed through this complaint at a time when I should be resting to recover instead of typing a complaint. I've heard a lot of consumers recently singing praises of the consumer forum for its speedy investigation & I would like to be one of those consumers. It will just strenghthen my faith in the Indian system as a proud citizen of our incredible country. For whoever is reading this complaint, I take immense honour in wishing a Very Happy Diwali in advance & best of luck to the entire consumer forum team. You people are doing a great job, we are proud of you. Awaiting your kind response.

Yours truly,
Nutan Naik.

THE WORST NETWORK OF INDIA...