Nightmare of Losing Your Phone is beyond the Cost

Agony of a Military Veteran and a senior Citizen after losing Mobile Phone

 I am sharing my experience of losing two new Mobile phones within 6 months and worst agony that I am facing after losing mobile due to the policies of JIO Telcom and UIDAI.

 On 14 Oct 24, while returning from Jaipur in Ajmer - Delhi Shatabadi, at about 2230 as the train was about to reach New Delhi Railway station, I got up and went to the door. I blundered by opening the door and was waiting, I took my phone to call the taxi driver. 

Suddenly a boy jumped in from outside in a running train, moving at a speed of approx. 40-50km, snatched my 5 months old One Plus 12R mobile and jumped out. I tried to hold his hand but he had applied oil, and slipped. He fell down from the running train but got up and ran away. Earlier I lost my mobile phone One Plus 11R on 14 Apr 24.

*My Agony started after Losing Phone*

Real pain started after losing mobile because of illogical policies of UIDAI and JIO. Subsequent paragraphs will highlight the plight.

After returning home, I called Jiocare and blocked both SIMS on the mobile. This was relatively simple and quick process with helpful customer care lady.

*15 Oct 24*

*Getting duplicate SIM from Jio Store*

First step was to get duplicate SIM. After some struggle, I located a Jio Store in Reliance outlet in Star Mall Noida, just to find that today that boy has not come, he will come after 2pm. I was advised to try my luck at Jio Store in Sector 120, Noida. 

*Now problems unfolded*

A totally disinterested person, at JIO Store in Sector 120, Noida, told me that as per JIO policy, there is a requirement to do e KYC with Aadhar authentication but my biometrics of aadhar is locked. So, first I should get it unlocked from Aadhar Seva Kendra(ASK). 

I searched ASK at a dingy basement of a Mall in Noida, and was surprised to see a very long queue of about 100 persons waiting. Help desk person told me that there is no way UID can unlock biometrics on my Aadhar, it can be done only by me through m aadhar App or through UID website. But for that OTP is required which will come on the SIM linked to my aadhar, which is lost with Mobile. So, now, the only option for me is to get my mobile number linked to aadhar changed. He gave me form for that. Next there was a waiting of 30 min for token and then lunch break. I decided to try checking from Jio care and some senior guys in UID.

*JIO Care least*

I tried calling Jio Care and made numerous call back requests but JIOCARE did not call back, even once. But it was very prompt in asking feedback after completion of 30 min, after every call back request that I made, without even any call back. 

Finally, I tried through chat, and I was told very rudely that there is no way that Jio can give me duplicate SIM without e KYC and unlocking biometrics. 

*Contacted UIDAI higherups*

Finally, I could manage to get a link with a senior person of UIDAI in Mumbai who helped me to get my application submitted at ASK Akshardham Metro Station, New Delhi at 1601 on 15 Oct 24. I was assured by the Centre Manager ASK, Akshardham Metro Station, that it will be actioned with 24 to 72 hours. It is more than 4 days(today is 19 Oct 24) as of now and there is no action. During these 4 days, I could reach out to the office of DG UIDAI, but I am told that my application number mentioned in Aadhar acknowledgement is not even showing on portal. Mumbai contact of UIDAI tried doing the needful from backend but of no joy. I tried my luck with tweet on X but got no response from CEO, UID. JIO Care replied same – get your biometrics unlocked on aadhar website(SIC)

*JIO Contact* 

In the meantime I could reach out to two senior AVPs of JIO Telecom. Both were very helpful and tried to help me but expressed their inability to do anything till my biometrics is unlocked. 

*JIO Vs Airtel* 

Incidentally, when I lost my mobile in Apr 24, my primary number was with Airtel, and Airtel took just 2 min to issue me with duplicate SIM with biometrics locked at that time also. Did I do mistake by porting from Airtel to JIO?

*Lodging Police Complaint- A nightmare*

On 15 April itself, I wrote detailed complaint with full details of Mobile with invoice and IMEI numbers etc. I went to sector 126, Noida, Police Station, the police station of my residence area in Noida, at about 5PM on 15 April 24. When I approached a group of inspectors and Havildars gossiping, to lodge FIR, first reaction was, "ye to English me likha ha isko padna padega". Second objection was, "aapne application ke back side me invoice ki scanned copy kiu lagai ha?" 

Then, my papers were given to a younger policeman to read. After reading, I was told, this theft happened at New Delhi Railway Station, you will have to go to GRP at New Delhi railway station. All my requests for Zero FIR or Govt policy of lodging FIR at any police station, were not heard.

I then went all the way to GRP, New Delhi railway station, just to be told that this snatching happened before the jurisdiction of GRP New Delhi, so I will have to go to some station before Sabji Mandi railway station. *I gave up and came back*

*Online E FIR complaint on UP Police website*

I thought of lodging e FIR on UP Police website. After spending about 5 hours and lots of difficulties writing and filling all columns in Hindi based website, and taking printout, sign, scan and uploading, website is repeatedly giving message in hindi, *Samasya hai* (Error). Finally could not do that also, and gave up. This *samasya* persists even today, and I guess, it is because I have mentioned place of theft as Delhi and trying to lodge E-FIR on UP Police website. Uffff.

*Lodging On line complaint at www.ceir.gov.in to block and Track lost mobile*

I tried lodging online complaint on www.ceir.gov.in so that my mobile could be blocked and traced. But what a joke this website has made. To lodge complaint, one needs OTP on the primary SIM that is lost with mobile. So, unless you get duplicate SIM, one can not lodge complaint. Now, 5 days having passed, is there any use to lodge complaint to block or track mobile phone? What is the logic? How can someone get OTP on lost mobile?

*Problems being faced by me*

In last 4 days, 

1.   Not able to receive any courier that comes with OTP requirement. 

2.   I missed my SBI credit card as I could not give OTP to courier delivery boy.

3.   I am not able to make any UPI payments or online purchases or any financial transactions which require OTP. 

4.   I am not able to make or receive calls on my primary number.

 I will lose all WhatsApp messages and pics on my phone. 

I am wondering that, if a person like me who is well educated, tech savvy, Cyber security aware, facing so much hardship, then, what will be the plight of others, who are not so privileged?

*My Questions to UIDAI, JIO and Telecom Ministry*

1.   Should we not be cyber safe and not lock biometrics on aadhar, otherwise we will face this situation.

2.   JIO and UIDAI officials acknowledged and appreciated the problem because of OTP requirements on lost SIM, but can't help. Why so?  

3.   Why should be different procedures followed by Airtel and JIO? Isn't Govt rules same for all telecoms?

4.   Shouldn't JIO introspect that how will a customer get OTP on lost mobile? There should be a procedure of getting OTP on registered e mail? 

5.   Shouldn't UIDAI find a way out to unlock biometrics when the individual is physically present himself at ASK ?

6.   Shouldn't police make lodging of FIR and e FIR simpler? Why should a victim be made to run around to lodge FIR?

7.   Shouldn't we make Govt website more user friendly? How can the defunct websites which are not user friendly for a well read and technologically equipped citizen, will help a common man?

8.   Aaddhar safety features like locking/unlocking of Biometrics shouldn't become a hurdle in day-to-day functioning. There must be alternatives.

9.   Why www.ceir.gov.in. seeks OTP on lost mobile to register complaint to block and track lost mobile? Isn't there a need to find way out? May be OTP on registered e mail ID?

I humbly request JIO and UIDAI to look into these issues and address it.