Hey there! I need urgent opinion 🥹
I am having serious issues with rakuten mobile+rakuten. I applied their shop to transfer my mobile number and created a rakuten id with the help of the shop assistant. I have two names let’s say A and B. Due to their system error, in rakuten ichiba they registered me as AB, and rakuten mobile as A B. After cancelling my contract with the previous mobile provider company, they sent me an email with the e-sim information to be downloaded. When I tried to log in the system to download the e-sim, they locked my account in the middle of number transferring process, now I am unable to use my phone for 2 days, as it is blocked.
At first they blamed for not entering the right password, then they blamed me for having several accounts in Rakuten.
Although I explained them that I recently moved to Japan and has never opened a rakuten account before, they kept saying “in other cases with foreigners, the problem was they had more than one account”
In order to lift the blockage, they are conducting a so-called investigation and of course they cannot guarantee any time limit to complete the same. My phone is blocked, and I am afraid what if I lose the number, as in that case, I have to change my phone number in any authority that I provided my phone number before, and apparently it is super mendokusai!
And of course I cannot call rakuten, as my phone doesn’t work. The shop is just apologizing and telling me to wait for the inspection to be done by rakuten IT to understand the reason behind, and it may take couple of days or couple of weeks. And they are just apologizing, no temporary or permanent solution offered.
I cannot contact them via email or internet, only calls are possible. And since they blocked my phone, I need to go to the shop to ask what is the situation. They are just keeping me wait with no satisfactory action.
Where can I complain? What should I do?
by _seishuku_
