[Resolved]  Idea Cellular — idea cellular unnecessary charge and unethical behavior

Hi,
I have raised a complaint against Idea but they are not responding, Idea has marked that complaint as resolved hence I am raising another fresh complaint now.

I have given all evidences of embarrassments in the other complaint. https://www.consumercomplaints.in/idea-cellular-unnecessary-charge-and-unethical...

my name is pankaj vashishta. I have been idea post paid connection user for last 3 years approximately and having 2 numbers ([protected], [protected]). Last february, i have moved to australia on work assignment and i have been paying rs 500 on each number monthly. Suddenly in may 2017, in middle of billing cycle, i started getting message on my other number [protected] that your monthly credit limit of rs 8100/ - (Rs eight thousands one hundred) has exceeded. I immediately called sent mail to customer care to explain this incident. I didn't get satisfactory answer and they always said that we cannot tell you and you would know only after bill generated. I wanted to know if anything was going wrong in middle of billing cycle, i could stop it or correct it, but no one from idea team helped me. I got atleast 10 messages in that billing cycle and i had no clue. That was my first bad experience. Thereafter, i received the bill around rs 9000 and it said i have used 9mb of data for which they have charged me 7552/-. I explained that since i have landed in australia, i have kept my data off and using my india number on wifi only. I would never use internet on india when i have australian number to use internet and wifi at home. I asked for specific details on dates when i used this data. Idea customer care never provided this details. Instead they started sending "immediate payment" emails in bulk. Fort every mail, i started requested to give me details. But they never responded appropriately, just automated response. I have escalated this to regional appellate officer in maharashtra but didn't get any response. Finally, out of desperation, i have escalated to all regional appellate officers in india in all states, but to my extreme surprise, i did not get any response. Later on, i had receiving email for urgent payment. I have even said in email if you give me details of which dates i used internet, i will pay my bills, but they never replied. I also requested an international idea number which i can call and get this sorted. But they always gave me 12345 as a number. This was very hopeless. Idea also had rs 2000 each number deposit since february 2017. Now for last 2 months, to the extreme violation of customer privacy, idea has shared my relative numbers to external people and they are calling my relatives to get my numbers and creating fake stories that they have got parcel for pankaj and need his number urgently. I have called one of those number and lady on the phone said that we are from delhi court and we are lodged the fir against your dues of icms pvt ltd and your case will be handled by a legal advisor and she wanted me to talk to legal adviser. I clearly said i have never done wrong, paid all bills for both numbers for last 3 years, ready to pay this bill as well if they have given me correct explanation and dates about charge; i won't talk to any legal adviser. She rudely said that you case would be taken up by lok adalat now. Since then they are again calling my relatives and falsely pretending to be courier service and wanted to deliver parcel for me. I have all evidences of all emails being sent to customer care, escalation to regional appellate officer and all appellate officers in india across all states. I can produce all if required. After having disappointed and being harassed from all fronts in idea cellular, i am requesting to take action against such agencies and idea cellular.
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Apr 22, 2018
Complaint marked as Resolved 
Idea Cellular customer support has been notified about the posted complaint.
Mar 21, 2018
Updated by Pankaj Vashishta
Everyone please look at other complaint which I raised and given many evidences of Idea Customer Care's incompetence. Idea has marked that complaint as Resolved without actually resolving anything.

https://www.consumercomplaints.in/idea-cellular-unnecessary-charge-and-unethical-behavior-c1828851
Verified Support
Mar 22, 2018
Idea Cellular Customer Care's response
Dear Customer,

We sincerely apologize for the inconvenience caused. As per our record, the bill has been generated accordingly as per your plan rental and usage charges for the given numbers. However, we would like to inform you that the mentioned number [protected] outstanding has been cleared and there was no usage found while International Roaming where in the given number that is [protected] outstanding amount needs to be cleared to avoid the inconvenience as there was data usage found while International Roaming. Also, we've checked that there was no International Roaming packs active on your above mentioned numbers as per that you've been charged appropriately for data usage that's Rs.500/min. Kindly refer to the below given link for more details on International Roaming. To connect our customer care kindly contact us on our National Helpline number i.e. [protected]. We've also taken your feedback for further improvement of our services.

https://www.ideacellular.com/travel-and-roaming-services/international-roaming

Regards,
Lavina
Mar 24, 2018
Updated by Pankaj Vashishta
Hi Lavina,

I have few concerns and unfortunately, even after raising these with customers care, they do not respond to my queries. They always send me a general answers. You are customer care, you must have access to all of my emails. I have sent more than 50 emails in last one year asking specific questions but I have got response to only 10 emails and those are general reply.

I asked below questions on 23rd June 2017 for [protected]

1) when the mobile data has been used? I am pretty sure that my mobile day was off during that month. I asked about date and time when mobile data was used. You never replied that. In fact you haven't replied that question for last 15 days.

2) why it took you 15 days to answer my email. It is itself violation customer service act and SLA(2 days). I sent 2 reminders during last 15 days. Then only I got answer after 15 days.

3) many a times, I have asked about changing plan, switching from Postpaid to prepaid, but didn't get any satisfatory answer.

4) How can I receive your customer care call on my mobile when I am overseas? In fact, I have asked for idea international phone number where I can call and resolve my issue. But you still providing me 12345 without taking into consideration that I am in overseas and can't call that number. This shows your carelessness and pathetic customer care service. Can you think somebody can call 12345 from outside India?

5) please check your records, I have started asking your help even before my bill was generated on 6th June. And again your pathetic customer service didn't get me satisfactory answer.

6) I do have have another mobile number [protected] with me but it's bill is Rs 400.22 I made it's payment. This shows I am paying on time without fail but this number [protected] got me whopping RS 9000 bill which is really unexpected. You never tried to give me detailed explanation of this bill except that your concerns team said it is correct charges. How useful is this?

Please remember these questions are still unanswered even after 8 months. What you are doing, just keep repeating you have charged correctly and as per International roaming. How can you explain that I have international roaming for 4 months before this bill but was still paying only Rs 400 per month. But you suddenly sent me Rs 9000 bill and not giving internal and detailed view of June bill for last 8 months.

If you have any proof that you have answered me these questions to the point in last 8 months, then let me know. I have attached so many emails in other complain and if you really bother about my concerns, please have a look at those emails once.

Here is the link to see those emails.
https://www.consumercomplaints.in/idea-cellular-unnecessary-charge-and-unethical-behavior-c1828851

Thanks,
Pankaj
Complaint comments 

Comments

This is what I got today. Idea is not responding to emails and just sending these emails. Their agents are harassing and spreading false information to my friends and relatives. Everyone should know how Idea treat its customer who has been loyal for 3 years.

Notice.No.:- LOK/Apr/Idea/108918

Dear Customer,

Greetings of the Day.

This is to inform, you are requested to attend Lok Adalat at shivaji Nagar Court on 14thApr2018 from 10.30 am to 3.00 pm for settlement of your account

As per the agreement signed, you have agreed to pay the outstanding dues of Rs.8757 for billing account number[protected] / [protected]. However, you have failed to keep your commitment.

Thereafter despite of repeat requests and reminders by our company representatives, you have not paid the said outstanding amount till Date. In case of any queries, please get in touch with legal Representative on: - Rajeev /[protected]

We value your association with Idea, Looking forward for your cooperation!

To Pay Bill for Inactive Idea Number or Idea number ported to other Operator.

https://care.ideacellular.com/wps/portal/account/disconnected-number

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
I am cell ditels 15 days after
Idea Cellular Customer Care's response, Mar 22, 2018
Verified Support
Dear Customer,

We request you to elaborate your concern and provide us your Idea contact number for which the issue persist to assist you further.

Regards,
Lavina
Pankaj Vashishta's [Complaint's author] reply, Mar 26, 2018
Hi Lavina,

I have few concerns and unfortunately, even after raising these with customers care, they do not respond to my queries. They always send me a general answers. You are customer care, you must have access to all of my emails. I have sent more than 50 emails in last one year asking specific questions but I have got response to only 10 emails and those are general reply.

I asked below questions on 23rd June 2017 for [protected]

1) when the mobile data has been used? I am pretty sure that my mobile day was off during that month. I asked about date and time when mobile data was used. You never replied that. In fact you haven't replied that question for last 15 days.

2) why it took you 15 days to answer my email. It is itself violation customer service act and SLA(2 days). I sent 2 reminders during last 15 days. Then only I got answer after 15 days.

3) many a times, I have asked about changing plan, switching from Postpaid to prepaid, but didn't get any satisfatory answer.

4) How can I receive your customer care call on my mobile when I am overseas? In fact, I have asked for idea international phone number where I can call and resolve my issue. But you still providing me 12345 without taking into consideration that I am in overseas and can't call that number. This shows your carelessness and pathetic customer care service. Can you think somebody can call 12345 from outside India?

5) please check your records, I have started asking your help even before my bill was generated on 6th June. And again your pathetic customer service didn't get me satisfactory answer.

6) I do have have another mobile number [protected] with me but it's bill is Rs 400.22 I made it's payment. This shows I am paying on time without fail but this number [protected] got me whopping RS 9000 bill which is really unexpected. You never tried to give me detailed explanation of this bill except that your concerns team said it is correct charges. How useful is this?

Please remember these questions are still unanswered even after 8 months. What you are doing, just keep repeating you have charged correctly and as per International roaming. How can you explain that I have international roaming for 4 months before this bill but was still paying only Rs 400 per month. But you suddenly sent me Rs 9000 bill and not giving internal and detailed view of June bill for last 8 months.

If you have any proof that you have answered me these questions to the point in last 8 months, then let me know. I have attached so many emails in other complain and if you really bother about my concerns, please have a look at those emails once.

Here is the link to see those emails.
https://www.consumercomplaints.in/idea-cellular-unnecessary-charge-and-unethical-behavior-c1828851

Thanks,
Pankaj
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