Idea Cellular — refund recharge | |||
Dear sir, I have recharged for rs. 5000/- on 16/03/202 through phonepay app with below reference number. Ref no: n2003160852100375116842 Wrong mobile number : [protected] Date & time of transaction: 16/03/2020 @ 8:52 am. I have called the customer care refund Is it always the case that no one will ever make any mistake while recharging or you don't care to resolve such issues? Please assist. Was this information helpful? | |||
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Idea Cellular customer support has been notified about the posted complaint. | |||
 2 Comments | |||
Comments
According Vodafone Idea Limited - Telecom Consumer Charter (text copied on 19.3.2020): https://www.ideacellular.com/customer-care/telecom-consumer-charter
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5. QUALITY OF SERVICE BENCHMARK AS PRESCRIBED BY REGULATOR
KPI 8 : Time taken for refund of deposits after closures 100%, within 60 days One Quarter
...
QUALITY OF SERVICE PROMISED
...
5. RIGHT OF CONSUMERS
5.1 To receive unique docket number for every complaint registered by them.
5.2 Consumers can move to Appellate Authority if s/he does not receive resolution from our Contact Center / Touch Points.
5.3 The details of Appellate Authority are to be provided to the consumer by the Contact Centre executive upon consumer request.
...
6.DUTIES AND OBLIGATIONS OF THE COMPANY
6.1 We have a 2 stage complaint resolution management, i.e., Contact Center / Showrooms and Appellate Authority.
6.2 A unique docket number is allotted to every complaint made by the consumer.
6.3 Appellate authority will resolve the appeal within 39 days of receipt of the appeal
...
6.5 A tariff plan once offered shall be available to a subscriber for a minimum period of 6 months (or for life time in case of life time validity) from the date of enrolment of the subscriber to that tariff plan
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8. COMPLAINT REDRESSAL MECHANISM
8.1 The complaint of consumer is resolved by our customer care executive at the call center and outlets.
8.2 A unique docket number is provided to the consumer for all complaints.
8.3 If the complaint is not resolved or not resolved to your satisfaction, consumers can appeal to Appellate Authority through email, facsimile, post, in person or call on the consumer care number (198-Toll free) within thirty days of closure of complaint. Appeal format is mentioned as Annexure 1 (not mandatory) at the bottom of this document.
8.4 The name and contact information of Appellate Authority are mentioned in section 11 of this document.
8.5 Appellate authority will resolve & intimate the appellant within 39 days of receipt of the appeal
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9. DETAILS OF APPELLATE AUTHORITY
Operational Days: Monday to Friday (excluding circle holidays)
Operational Timings: 10 AM to 6 PM
Maharashtra
Mr. Girish Holla Vodafone Idea Limited,
The Metropolitan, FP No 27, Survey No 21, Old Pune-Mumbai Highway,
Wakdewadi, Shivaji Nagar, Pune-411 003
Contact No:[protected], Fax No:[protected],
Email: appellate.[protected]@vodafoneidea.com
...
5. QUALITY OF SERVICE BENCHMARK AS PRESCRIBED BY REGULATOR
KPI 8 : Time taken for refund of deposits after closures 100%, within 60 days One Quarter
...
QUALITY OF SERVICE PROMISED
...
5. RIGHT OF CONSUMERS
5.1 To receive unique docket number for every complaint registered by them.
5.2 Consumers can move to Appellate Authority if s/he does not receive resolution from our Contact Center / Touch Points.
5.3 The details of Appellate Authority are to be provided to the consumer by the Contact Centre executive upon consumer request.
...
6.DUTIES AND OBLIGATIONS OF THE COMPANY
6.1 We have a 2 stage complaint resolution management, i.e., Contact Center / Showrooms and Appellate Authority.
6.2 A unique docket number is allotted to every complaint made by the consumer.
6.3 Appellate authority will resolve the appeal within 39 days of receipt of the appeal
...
6.5 A tariff plan once offered shall be available to a subscriber for a minimum period of 6 months (or for life time in case of life time validity) from the date of enrolment of the subscriber to that tariff plan
...
8. COMPLAINT REDRESSAL MECHANISM
8.1 The complaint of consumer is resolved by our customer care executive at the call center and outlets.
8.2 A unique docket number is provided to the consumer for all complaints.
8.3 If the complaint is not resolved or not resolved to your satisfaction, consumers can appeal to Appellate Authority through email, facsimile, post, in person or call on the consumer care number (198-Toll free) within thirty days of closure of complaint. Appeal format is mentioned as Annexure 1 (not mandatory) at the bottom of this document.
8.4 The name and contact information of Appellate Authority are mentioned in section 11 of this document.
8.5 Appellate authority will resolve & intimate the appellant within 39 days of receipt of the appeal
...
9. DETAILS OF APPELLATE AUTHORITY
Operational Days: Monday to Friday (excluding circle holidays)
Operational Timings: 10 AM to 6 PM
Maharashtra
Mr. Girish Holla Vodafone Idea Limited,
The Metropolitan, FP No 27, Survey No 21, Old Pune-Mumbai Highway,
Wakdewadi, Shivaji Nagar, Pune-411 003
Contact No:[protected], Fax No:[protected],
Email: appellate.[protected]@vodafoneidea.com
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I would like to summarize your concern related to reactivation of services.
I attempted to call on your mobile number xxxxx earlier today, however contact could not established.
Services on your Idea mobile no. xxxxx has been permanently disconnected under Visa Expiry with effect from xxxx 2020.
Further, I regret to inform you that we are unable to refund recharge amount as provision for the same is not available with us.