Idea Cellular has recently started new way of making money through their wap portal ( wap_ideamall_in) from unsuspecting customers

Modus Operandi

1) Through a computer program subscribe the unsuspecting customers to Games to their wap portal without taking customer consent , permission or authorization for deduction from customer pre-paid account.

2) This subscription is renewed every month deducting anywhere Rs. 30 to Rs. 150

3) If Customer calls up , Idea Customer service the service executive does not have any information other than that these are charges for "content download" from website.

4) If insisted to register complain they ( Customer Service ) refuse to register the complain or provide complain number in violation of TELECOM CONSUMERS PROTECTION AND REDRESSAL OF GRIEVANCES REGULATIONS, 2007 (3 OF 2007) providing the docket number to customer for every complain.

5) This has happened with me 3 times the deductions from my idea account XXXXXX773 were made by Idea Cellular on name of VAS services on 7th Jan , 15th Jan 2012 without subscribing or authorizing games or content download from ideamall

What Customer Can Do to get refund of wrong charges ?

1) Insist on providing the docket reference number when calling up call center . This will be typically of no use as call center agents do not have any knowledge and typically are rude and would not provide with complaint reference number. I tried for more than 4 hours to reach and finally could speak to a representative , who was rude and disconnected my call on 15th Jan . On 16th Jan i called up again and this time the agent promised i will get complaint number by SMS which i did not received

2) Write to Nodal Officer of the circle(list available at TRAI website), I am awaiting response from the Idea Cellular Nodal officer grievance.mh(at)idea.adityabirla.com

3) If Nodal Officer is not responding reach to appellate authority appellate.mh(at)idea.adityabirla.com

4) If still not resolved I am planning to register FIR with local police and cyber cell for cheating under IPC section 420 and reach the local consumer court or under unfair trade practices with MRTPC

5) If not resolved use the MNP ( Mobile Number Portability ) to switch to other provider

What TRAI should do for customer protection ?

1) TRAI should mandate service provider to provide a PIN / Password to customer which should be entered by customer for any VAS services subscription.

2) Written consent from customer must be required for authorizing service provider to deduct money from the customer account other than basic telecommunication services ( i.e. voice and data calls , sms )

3) 3 day grace period must be granted to customer to reverse any VAS services registration.

4) Revenue Recognition accounting norms for VAS services revenue must be updated to ensure that all refund or disputed subscriptions VAS service revenue is not recognized and put in separate escrow pool account

5) Stricter audit of the customer complaint regarding incorrect billings / deductions and imposing penalty 10 times for the incorrect charges / wrong doings.

Lets join together to fight against the wrong doings and ask our government agency TRAI to protect us and not service providers.