[Resolved]  Idea Cellular — fully charged for a failed service

Address:

Visakhapatnam, Andhra Pradesh, 530017

Activated international roaming and applied for a pack costing Rs.3999+tax for my holiday to Cambodia.

On arrival at Siem Reap, Cambodia, the service provider as per the Idea website was not visible. Most providers were marked as [Forbidden] on the phone and the only provider available denied access. Chatted on Idea website to a customer service representative (CSR) and he said that I needed to change the phone and use Cellcard company. Still unable to connect to any service provider, including Cellcard.

On the second chat to the Idea CSR, requested a transcript of the chat but denied. They claimed to have called my on my phone and the alternate local number which I had purchased but obviously I could not receive a call on my phone and there was no call from India received on the Cambodian phone. Was told on email to contact the local service provider despite being aware of the language differences that I told them about; I do not speak Khmer, the local language.

Then got a message that my complaint was closed. Requested them to cancel the package and refund the amount billed to me, to which there was no response.

Wrote to the Appellate officer of Idea Cellular and she gave me the name of additional service providers. Replied that all except one was marked [Forbidden] on the phone.

On return home once again wrote to the Appellate officer. Received an acknowledgement but no response.

Not familiar with management tactics nor in a position to go up against a major corporate enterprise. They appear to put the blame on me for their failure of service and needlessly prolong the communication without any resolution in sight.