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Mishandling of services at 121 helpline

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On 18th April around 11.am I approached 121 helpline for changing the family plan from 799 to 599 where two mobiles 987XXXXXX & 880XXXXXXX are linked
I was informed that prime no is 880XXXXX.This was surprising as all my bill-related actions were done through 987XXXXX .Still not to raise doubt I requested that the prime no should to be 987XXXXXXX . For this as advised I cleared the outstanding bill , Delinked the family pack and 987XXXXXXX was removed out to be stand alone . To do this process I received a series of OTP s to confirm my intent . As informed I have to wait for at least 8hrs so 987XXXXXXX was kept on plan 399 as stand-alone for an interim period
On 19th morning again contacted 121to complete the process of regularizing the family pack with plan 599 and primary No. as 987XXXXXXXXX
Surprisingly there is lack of communication /understanding and after going through a ritual of sharing OTP to confirm my intent my plan is not regularized as desired.
Again I have to wait for 8hrs with no clarity on whether my intent shall be implemented
Being a senior citizen not possible to visit the store

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