[Resolved]  Vodafone — Charging customers with hidden processes

Address:

Chennai, Tamil Nadu

To whomsoever concerned

I initially had a Vodafone prepaid account. I switched to a postpaid plan later which was a 150 rental with 199 unlimited internet pack. I was informed that once the verification was done, the 150 rental postpaid plan with unlimited internet pack would get enabled. Within 2 days my prepaid was deactivated and the postpaid connection was activated without the unlimited internet option. Upon enquiring with the customer care, I was informed that the internet pack would be enabled post-verification. I don’t understand, why was my postpaid activated without verification. Both the postpaid and unlimited internet request was placed at the same time and should have been enabled at the same time as well.

Due to unavoidable circumstances, I had to use the internet knowing I’d be charged for it. My services were barred saying I had exceeded my credit limit of Rs.500. I was never informed about this credit limit. And if this was the case, why did my bill exceed Rs.500. It was allowed to exceed more than 600. I ended up paying around 600 rupees for data charges, which ideally I should have not been charged for, if you had promptly enabled my postpaid service with unlimited internet, the way I had requested initially. I did not want to pursue this issue, as I felt it would be a waste of time, since most of the customer care agents don’t know what they are talking about and do not provide correct information. And of course, to avoid the long wait time that I have to go through every time I call your customer care.

After a month, due to slow internet speed, I had called the customer care asking for a 3G internet pack that I could use on my existing 2G postpaid connection. I was just asked to send an sms to enable this pack and apart from this, there was absolutely no additional info provided. I did not see any improvement in the internet speed in spite of waiting for one whole day. I called back the customer care and was informed that I had to change some settings in the phone to get 3G speed. Upon enquiring, I was assured that I’d be able to switch between 2G and 3G internet profile using the phone settings. I was able to get 3G speed after changing the settings. I had specified that I would need my 2G unlimited internet along with 1GB 3G internet pack and was assured that this was the case.

Later on, I sent an sms to disabled the 3G internet pack assuming I would be able to use the internet using the 2G unlimited internet plan which I already have on my account. To my horrid surprise, I was charged for internet usage saying my 2G unlimited internet pack was disabled when the 3G internet pack was enabled. I was never informed about this, actually I was told that I would be able to use both.

I had sent an email to Vodafone nodal office regarding this and was called by a representative who did not want to hear my problem. He went to extent of saying that he was not worried whether I continue with Vodafone, as he only wanted me to pay. I repeatedly informed that I was not provided correct and sufficient information, to which he replied saying it was my ignorance and was sarcastic with his replies.
One of his Sarcastic answers is as below:
One question I asked is tell me where in the internet it says that when 3G is activated the other plans get deactivated, he kept saying, where in the website it says when 3G is activate, 2G will not be deactivated.

He also kept saying that the previous bill shows that 2G is deactivated on the day 3G is activated. But how in the world one will know this things when they are not informed clearly and when a request for activation is made. Also how come a request made my me for 199 unlimited plan is deactivated without informing me ? Full of hidden process to rip of customers is the plan these company's have.

If only the Vodafone customer care reps knew what they were talking and had provided accurate and complete info, this wouldn’t have happened. I have already paid Rs.700/- which sums up the monthly charges, including the Rs.199, Rs.250 for the 3G and for the plan Rs.150 and taxes applicable. I will not pay for the internet charges which incurred due to inaccurate and incomplete info provided by Vodafone customer care. The person who spoke from Nodal office yesterday[protected], said he would waiver the Rs.400+ for the previous bill, but he cannot do anything about the charges they are calculating for the next month’s bill which is around Rs.900/- for data charges till date which is absurd.

When I said I would raise this concern with Customer Court, the last rep I was talking to said he does not care, which shows there is no respect to customers in India.

Regards,
Ashok J.
+[protected]