Dear sir,
I had a travel to Muscat on 27th December 2019. To access international roaming (IR) facility, I used "MyIdea" app where there was an ACTIVATION button. Since there was no option for date of travel, I pressed it thinking that the next screen will show "date of travel"- from & to. But it was not there. I realised that IR has been activated. Within the hour, I called up customer care requesting for cancellation & need for activation on 27th. They told me that it was Ok & a waiver can be done when the bill arises. They told me that on 27th I can activate again. I activated roaming facility on 27th Dec. The request was failing despite attempts. Just prior to travel, I saw that in the MyIdea app, the feature activation was done. After returning from Muscat, my bill was 7779/. The Idea office said that the activation on 20th was not cancelled & hence billed. Moreover, the activation request on 27th did not happen. The staff explained that since the activation of IR was not over, the new activation was not done. Hence in addition to the wrong billing of IR from 20th, there was charges of data & sms use etc at the rate without IR pack.
I am a doctor & it is difficult to leave my OPD & meet the office staff. I met a Mr Shalim first. He said since the activation is by app, the waiver has to be done by the manager Mr Dovin, who had left early. He was expected to come in the few days (by a thursday). I was told to contact Shalim before coming. I sent him multiple messages on the expected date but no response. I decided to go & meet the manager, lest the late payment fee is levied. On reaching there, there was no manager in the forenoon. The staff was looking unfamiliar with the process & told me that IDEA staff are not there & that they are from VODAFONE.
I had loaded my account with money (about 6000/ to increase my credit limit, since there could be exigencies. The manager is expected to return after a week, there is no one else to handle matters there.
In frustration I wanted to know how I could discontinue my connection, they told me the entire pending amount needs to be paid, but they did not know how the balance money in the credit enhancement will come. Please help
Idea Cellular customer support has been notified about the posted complaint.
Verified Support
Feb 05, 2020
Idea Cellular Customer Care's response Dear Customer,
As per our recent communication, your concern has been raised under SR C[protected] and is in progress. The expected closure date for the complaint is 12/02/2020. We will get back to you at the earliest.
Regards,
Prajakta
Feb 06, 2020
Updated by bijusunny I have sent attachments to my complaints. Hope you can see the evidence
.
Feb 14, 2020
Updated by bijusunny IDEA had agreed to waive of the charges accidental activation of roaming on 20th Dec but not for the inflated bill of charges which i incurred since IDEA did not convey that activation of the roaming on 27th did not happen. I had requested a concession on that amount too, since it was not due to my mistake. Since they have flatly declined to do this, I have decided to discontinue this connection that is 14 years old ( I have 2 other connections too, which I hope to continue).
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Sorry for the inconvenience caused. We request you to provide us your Idea contact number for which the issue persist along with your alternate contact number to assist you further.
Regards,
Prajakta