[Resolved]  Idea Cellular — how idea changed my view towards customer care

Address:

Hyderabad, Andhra Pradesh, 502032

Dear Team,

Hope this email finds you well,

Please spend few minutes to go through the email,

I was a Happy Postpaid Customer with Vodafone, my number [protected]

until I had received a call from one of the 3rd party vendors I believe or a customer care representative,

who mentioned that we have an exciting offer with Idea, and requested me to Port to Idea

for which I denied in the first place,

But, after multiple calls from them, I had made up my mind to Leave my 10yr old honest network Hutch/Vodafone and Port to Idea for a Postpaid Package of 349,

I had submitted my documents on 6th of July, and I was told the Port would happen in 2-4 days, and he asked me to pay my pending bill for Vodafone, which I did on the same date

Now here the actual scenario begins,

1) After 2 days a Representative from Idea came to my house for verification without any prior information, spoke to my family members regarding the details, and Marked me as Negative in Verification,

2) when followed up with the Customer care rep, I was told that the whoever verification officer tried to call my number and it wasn't reachable, so he marked it as Negative, I'm not sure why he could not call me back again

3) Nobody tried to reach me, for nearly 7 days, when followed up on the 8th day I was told, that you got a Positive, and port would happen in another 2 days, and I was glad about that

4) After nearly 15 Days, after I followed up back, I was told it would be done in the next 24 hours, for which I received an email confirmation from Idea, that my Order request is being processed and will be done shortly

5) Today I got a call from Customer care mentioning that, I Need to pay the Bill of Vodafone for these 20 Days, failing which it is not possible to process the port request,

and I got an sms and email confirmation that, the Port request was successfully REJECTED

6) When asked about this to the Customer care executive, she politely said it was my fault for not paying the pending bill

Now,

A) Why did I get a Negative in the first place, and why dint the verification team tried to ever call me

B) If it was to be rejected, why did it take 20 Days to be rejected

C) If Not for the Delay, I wouldn't reach the End of Cycle for the Month of July Postpaid Plan

D) When Spoke to the Manager of the Customer care executive Name, Vijaya, From Nizampet Hyderabad, number [protected], She Educated me that I did not lose the Vodafone Connection, and questioned me, why are you so worried about it, pay the bill again and get back to us, so we can try once again for a Port Request

E) Is it not the Responsibility of the Customer Care to Track my request?

F) How can you call yourself a Customer Care Representative, when you are least bothered about a Customer who wants to Come to your Network?

G) Did I Submit any Fake Documents? or wasn't I paying the bill from the past 10yrs on this number to Vodafone

I feel very Embarrassed with this situation, that a Port Request can be Rejected for me,

I spoke to the Idea Customer Care Rep name Gautam, from the Postpaid department,

who mentioned that it was not their fault, and asked me to follow-up with Vodafone, and was in a very much hurry to Complete the Call,

When I again explained the scenario, he apologized for what happened

I would like to Escalate on the Team who handled my case, It is an office located in Nizampet Hyderabad

I would now go ahead and pay the Bill to my loyal Network Vodafone, and stay with them or move to Airtel as Vodafone doesn't have very good plans for now compared to other networks

Thanks and Regards

Aditya Girukala