Idea Cellular — Customer care service is disappointing

Address:

Vadodara, Gujarat, 390012

Sheina natalie fernandez
6:10 pm (7 minutes ago)

To himanshu. Kapan.
Dear sir,

I am completely disappointed with the services provided by the organisation lead by you. I have tried multiple times to understand what is happening and asked for solutions and have been disappointed multiple times. I have attached a string of emails for your reference. I received an outstanding bill email from 3 months ago randomly. You will be able to see the rant in the following mails.In that mail, there was an id given on which i could send in my complaint, but as you can see the mail failed to go through and thus i have to resort to this. I'm really hoping you can take the time our of your extremely busy schedule and look at a genuine grievance, as the last two times i called i was spoken rudely to and yelled at by your executives. Hoping to see a response from your end for a change.

Following is the disclaimer at the end of every mail with an email id which doesnt even work. That alone can show you the standards of your customer care.
* an idea can change your life. * legal disclaimer * this e-mail may contain confidential and/or legally privileged information and is meant for the intended recipient (S) only. If you have received this e-mail in error and are not the intended recipient/s, kindly notify us at [protected]@idea. Adityabirla.com and then delete this e-mail immediately from your system. You are also hereby notified that any use, any form of reproduction, dissemination, copying, disclosure, modification, distribution and/or publication of this e-mail, its contents or its attachment/s other than by its intended recipient/s is strictly prohibited and may be unlawful.Internet communications cannot be guaranteed to be secure or error-free as information could be delayed, intercepted, corrupted, lost, or contain viruses. Idea cellular limited does not accept any liability for any errors, omissions, viruses or computer problems experienced by any recipient as a result of this e-mail.


Yours sincerely
A loyal customer turned hater — forwarded message — from:
Date: sat, jan 9, 2016 at 6:00 pm
Subject: undeliverable: fwd: demand notice! Idea cellular


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Date: sat, 9 jan 2016 17:59:56 +0530
Message-id:
Subject: fwd: demand notice! Idea cellular
From: sheina natalie fernandez
To:
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Return-path: sheina. [protected]@gmail.com
* an idea can change your life. * legal disclaimer * this e-mail may contain confidential and/or legally privileged information and is meant for the intended recipient (S) only. If you have received this e-mail in error and are not the intended recipient/s, kindly notify us at [protected]@idea. Adityabirla.com and then delete this e-mail immediately from your system. You are also hereby notified that any use, any form of reproduction, dissemination, copying, disclosure, modification, distribution and/or publication of this e-mail, its contents or its attachment/s other than by its intended recipient/s is strictly prohibited and may be unlawful.Internet communications cannot be guaranteed to be secure or error-free as information could be delayed, intercepted, corrupted, lost, or contain viruses. Idea cellular limited does not accept any liability for any errors, omissions, viruses or computer problems experienced by any recipient as a result of this e-mail.


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Action: failed
Status: 5.1.1
Diagnostic-code: smtp;550 5.1.1 resolver. Adr. Recipnotfound; not found — forwarded message — from: sheina
To:
Cc:
Date: sat, 9 jan 2016 17:59:56 +0530
Subject: fwd: demand notice! Idea cellular
Hi

Prior to the following mail, i have not received any mail or intimation about any outstanding amount. My number was initially a postpaid maharashtra number and i have converted it to a prepaid gujarat number. When i asked during the porting process, i was told there are no outstanding amount. Post which, i never received any sort of intimation about any outstanding amount. After three months i receive a mail for an outstanding amount of 1800, im unaware how that happened, but how can you send a notice with two days time when i was never informed of it previously. When i called the number mentioned in the mail, by the name of gaurav, some lady picked up, who was firstly very rude, kept back answering like she was doing me a favour by talking, told me that they tried to contact me but there was no sign of any delivery of that msg. You guys need to get your together, if a customer doesn't receive an email/communication, dont you think you must check that before sending such humiliating mails with a 2 day notice period. She then gave me a number, which i said ive tried but she insisted i call, without listening to what i had to say by saying, 'im trying to give you an easy solution but you want to prolong this' in the rudest way possible. I tried that number, but it didnt even go thru. Called back on the same number provided in the mail, informed them about what happened, and they just cut the phone. Then i called your helping and spoke to a supervisor about a pending ticket i had raised which wasn't solved. That was about getting a recharged of rs. 248 in the month of december and november. She informed me that there was no such pack, but i was still charged, and while she was helping me with that, the phone got disconnected because of the horrible network that you provide. Mind you that issue is still not solved. Every customer care executive gave me a different reason for why i was unfairly charged. One said it was unfair cuz no such plans exist, another said there is a plan, one said it used to be there but its hut, and another just blamed the third party vendor which is not possible because i received a confirmation from idea of the data recharge being successful and my regular balance was being cut for the data usage. I called back and was connected to an even ruder customer care executive who was yelling at me rather than listening and initially refused to connect me to a supervisor because he didnt think it was necessary. After a lot of yelling, he agreed. I have been an idea user for years now, and the customer care has been below average but this is just the limit. This was the most awful experience and there is still no solution. Just a mail saying please pay up. What about all the damn grievance you have caused?!? How is that going to be solved!!! Apart from your awful connectivity, there is no clarity in what your customer care executive says and its always different. Which one am i to trust? I still have no answer to the unfair charging and they're easiest answer is that you were unavailable. Why is my number unavailable you might wonder, because the network connectivity sucks. I dont know who gets the calls but i certainly havent received any and complaints are automatically closed. To help you out, i will provide an alternate number incase mine doesnt go through because of network issues. Please call me on [protected] when you have a solution to these issues. Until i dont hear back from you about this bill, i refuse to pay the amount, because this is unfair. I hope you take some action otherwise your unresponsiveness will only help me prove my case in the consumer court. Thank you for the so called amazing service you provide

Regards
Sheina — forwarded message — from: support mh
Date: fri, jan 8, 2016 at 4:20 pm
Subject: demand notice! Idea cellular


Dear customer,

Greetings of the day,

As per agreed terms and conditions of customer service agreement duly signed by you, we have provided cellular services towards your account no.[protected]

As per the agreement signed, you have agreed to pay your monthly bills on or before due date of bills raised and if in case of non payment therein you will be charged late payment and interest charges as applicable.

However, you have failed to keep your commitments and not paid the billed amounts on time which has lead to outstanding of rs.1860 /-towards your a/c.

Thereafter despite of repeated requests and reminders by our representatives, you have not paid the said overdue amount till date.

You are now hereby requested to make the payment of the outstanding amount of rs.1860 /-within next 2 days from the receipt of this notice.

In case of any queries/support regarding the outstanding amount, please feel free to call on gaurav: [protected]/[protected]

You can pay your bill amount by any of the below payment modes:

· use our insta pay service and pay directly without registering


https://care. Ideacellular.com/wps/portal/account/express-paybill.


· to make the payment through cash, cheque or credit card - visit your nearest my idea showroom (To know your nearest my idea, please dial *121#).


· to have a hassle free auto payment of your bills, opt for electronic clearing system (Ecs) or standing instructions (Si).


We value your association with idea, looking forward for your cooperation!

This is an auto generated mail, replies to this message are routed to an unmonitored mailbox.

Regards,
Team service delivery
Idea cellular limited
Visit us at: www. ideacellular.com

* an idea can change your life. * legal disclaimer * this e-mail may contain confidential and/or legally privileged information and is meant for the intended recipient (S) only. If you have received this e-mail in error and are not the intended recipient/s, kindly notify us at [protected]@idea. Adityabirla.com and then delete this e-mail immediately from your system. You are also hereby notified that any use, any form of reproduction, dissemination, copying, disclosure, modification, distribution and/or publication of this e-mail, its contents or its attachment/s other than by its intended recipient/s is strictly prohibited and may be unlawful.Internet communications cannot be guaranteed to be secure or error-free as information could be delayed, intercepted, corrupted, lost, or contain viruses. Idea cellular limited does not accept any liability for any errors, omissions, viruses or computer problems experienced by any recipient as a result of this e-mail.