Complaint Details

Status	:	Closed
Complaint No	:	0004785/2013
Category	:	Telecom
Date	:	20-05-2013
Subject Line	:	Fraudulent & Careless behaviour of Loop & its executives, NO CUSTOMER SERVICE!
Complainant	:	Pooja Dudeja
Address	:	Andheri
Complainee	:	Loop Mobile
Address	:	Mahim

Complaint Details
I'd like to report about fraudulent, careless & ignorant behaviour against LOOP & its executives which has not only frustrated me to no extents but has made me ill too.

Kindly note my case details below, for which I have had the need to approach you.
I have registered for BBM (only BBM, no internet) service in Loop but every month I used to face a few days of downtime when my BBM never worked. Due to complete lack of knowledge of customer service executives of Loop, I never paid much heed but since the last 3 months I was facing long duration downtimes for which I finally visited the Loop Gallery at Andheri West.
Executives - Karishma & Bhavesh insisted me to upgrade my sim card after which my issue would be solved, which I duly did on 26th April, 2013.
Since that day, contradicting to the Loop executive statements, my BBM didn't start but instead my amount started getting deducted against data charges, for which I had never applied since the past 1 year. I always used data only on wi-fi for which never any amount was deducted earlier.
Since that day, I have made 100s.. literally HUNDREDS of calls to the customer care of Loop and I have a list of docket nos & people whom I've spoken to but haven't got any resolution.
Either the executives didn't know what to talk and used to drop my call or when I would insist on the line being transferred to a senior, he used to keep me on hold and then drop the call or if the call wasn't dropped, I used to be on hold.. They have kept me on hold for as long as an hour without transferring the call, after which forcefully frustrated I have been forced to hung up! One such instance you can hear from the recording dated 04/05/2013 when I spoke to Saqib and he asked me to be on hold while he transferred the line to the senior, who never picked the call. Time of call would be around 5.30 pm.
In the same call dated 04/05/2013 and a few calls made earlier same day, I insisted on my BBM service being deactivated since I wasn't being able to use it and it was due for renewal next day. I was confirmed by Mr. Imran/Swapnil/Haider & Saqib in different call durations through the day that the service would get deactivated and I wouldn't be deducted of any amount. I was given docket no. 040588149 also for same but again NO RESULT. Next day the amount got deducted from my account.
I was assured that the amount will be reimbursed to me for which I am still awaiting.
Please note below names & docket nos for 'n' no. of complaints registered none of which have been addressed:
Sachin
Jaya
Nadeem
Imran
Rashid
Aarti
Chirag
Swapnil
Haider
Saqib
Technical Person: Naren
Supervisor: Pinky Sharma
Gallery Person: Karishma & Bhavesh
On email: Aamir

Docket Nos:
060563084
060547253
040598156
040595945
040599269
040588149
040571832
040571374
040598156 and many more...........

9. Since past few days Loop is coming up with a new tactic. They register a docket no for my complaint which I receive by sms and after sometime I receive another sms which reads that my complaint has been resolved and docket has been closed WITHOUT ANY CONVERSATION OR APPROVAL FROM ME!
10. I have also written to the 'Redressal' section of Loop.. all in vain! Have tried calling on the no provided on website, none of which are never answered, not sure if they're right also or not! (02228440800)

I require a complete refund of Rs. 333/- against my last recharge, almost whole of which has been deducted against BBM which I have been barely be able to use and internet for which I never applied!

Its been almost 2 weeks and I still haven't got a refund of the amount being wrongly deducted against the BBM service which was already disconnected by me, despite being promised again & again!

I have given a written complaint to the customer service desk, redressal committee and appallate authority of Loop, 11 days ago, all of which have been ignored!

Thanks & Regards,
Pooja Dudeja
9821288438 / 9820441609

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