[Resolved]  Vodafone — Vodafone - Inflated Bill, Poor Service and Disgusting behavior of representatives and helpdesk

Address:

Delhi

Hi,

My Name is Zakir Hussain and using two Vodafone mobile connections. On my cell # [protected], I was using Rs 98/- 2G Rs. 98/- Internet plan. In the month of July I was having issues with the internet related setting and was not able to use internet properly. Approached Vodafone's helpdesk on July 14,2013 and the experience with the representative was horrible. Ref# SR[protected]. Problem was not resolved. On July 16, called again the helpdesk and this time representative surpassed the first one and his behaviour was non cooperative and didn't got resolution to the problem which I was facing. In anger I asked to that guy to deactivate my internet plan and he readily put the request.

On July 18, 2013 post coming to know that my internet plan request for de-activation is under process, I asked to rep on 198 help desk to reinitiate or re activate 2g Rs 98 plan on my cell. Same time as requested by the representative sent an request on Corporatecare.[protected]@vodafone.com stating that re initiate or re activate RS 98 2 G internet plan on my cell # [protected].

However that request was not processed and now I am getting calls to pay my inflated bill of Rs. 6476.05/- for the month of July'13 and unbilled amount of Rs 1240 for the month of Aug'13.

Approached Vodafone through customer care mailbox and they guys are also trying to justify the billed amount instead of getting that bill corrected and not answering that why my request sent on July 18 was not processed.

I am not getting support from Vodafone reps and they are not providing me any details about their seniors so that I can approach them and get that fixed.

Below are the excerpts of the entire conversation with Vodafone:

From: Zak Hussain <zakirhussain.[protected]@gmail.com>
Date: Sat, 10 Aug 2013 11:37:16 +0530
Subject: Re: Not getting support
To: "CORPORATECAREDEL (DEL-NE), Vodafone India" <Corporatecare.[protected]@vodafone.com>

Hi,

Again got the same remedy. For all type of illness i am getting paracetamol.

Can't you guys check the email sent for activation of 2G RS 98 plan on
my cell phone # [protected]. Are you guys trying to do away with the
problem easily and harass people.

Can you guys call me on **************** and get this resolved. I am fade of
seeing you guys justifying all the wrong things which has been done
with my billing and all the inconvenience has been caused to me
through the time.

Thanks,
Zakir


On 8/10/13, CORPORATECAREDEL (DEL-NE), Vodafone India
<Corporatecare.[protected]@vodafone.com> wrote:
> Dear Mr. Hussain,
>
> Thank you for your email dated 10/08/13 regarding the usage charges for your
> mobile number [protected].
>
> We sincerely regret the inconvenience caused to you.
>
> We value your relationship with us and urge you to treat this as an
> exception. We assure you that we are committed to provide you and all our
> customers with quality customer service
>
> We would like to confirm you that a service is activated or deactivated only
> once we receive a request from the user of the connection, however we have
> not received any confirmation of the reactivating the data pack on your
> account, hence same could not be re-initiated and you have been charged for
> using data on basic data services.
>
> We would like to inform you that as pr our records you have been charged Rs.
> 5,544.90 for using the Vodafone mobile connect 1671790KB post discount of
> Rs. 2,813.75, further we would like to inform you that as per our records
> you have been charged for using the internet services post deactivation of
> internet pack.
>
> We would like to confirm you that a service is activated or deactivated only
> once we receive a request from the user of the connection. Our records
> indicate that Radio Mirchi Pack service was activated on your phone as per
> your request only via IBD calling.
>
> Further, we would like to assure you that we cannot bill you for usage that
> are not made or received on your SIM card. As per the details mentioned
> above, we regret that we would not be able to reverse charges levied towards
> the usage made from your Vodafone mobile number.
>
> In case you need further assistance, please do call or email us. We’ll do
> our best to help you.
>
> Happy to help
>
> Shikha Kumari Boyat
>
> Vodafone Care
>
> Contact numbers
> Vodafone Care: 111 or +91- [protected]
> Fax number: +91- [protected]
> E-mail:
> corporatecare.[protected]@vodafone.com<mailto:vodafonecare.[protected]@vodafone.com>
> Website: www.vodafone.in
>
>
> 3G Mobile Internet Data bonanza offer now extended*……!!!!!
>
> For Rs.100 get 300 MB free
>
> For Rs.375 get 1536 MB free
>
> For Rs.650 get 3072 MB free
>
> *Offer is applicable for limited period. Surfing rate post exhaustion of
> free usage will be 2p/10KB.
>
> -----Original Message-----
> From:[zakirhussain.[protected]@gmail.com]
> Sent:Saturday, August 10, 2013 11:13 AM
> To:[corporatecare.[protected]@vodafone.com]
> Subject:Re: Not getting support
>
>
> Hi,
>
> You guys have gone out of your mind. I am repeating again and again
> same thing and no one is paying attention on that. If my internet
> service was deactivated in one go then why my internet service was not
> re-initiated on my cell#[protected] as per my email sent on July 18,
> 2013.
>
> You guys are the worst in the telecom industry. In my last 16 years of
> experience with telecom companies, you guys are the worst with poor
> service. Have thrown sim and if you can't settle incorrect billing
> than don't bothered me for the payment.
>
> You guys are well trained and with you guys Vodafone definetely going
> to touch heights in making customers crazy and frustrated.
>
> Thanks,
> Zakir
>
> On 8/9/13, CORPORATECAREDEL (DEL-NE), Vodafone India
> wrote:
>> Dear Mr. Hussain,
>>
>> Thank you for your email dated 08/08/13 regarding the usage charges for
>> your
>> mobile number [protected].
>>
>> We would like to confirm you that we have checked the usage details from
>> 03.07.13 to 02.08.13 and found that you have been charged for the genuine
>> usage originated from your SIM card.
>>
>> We would like to inform you that as pr our records you have been charged
>> Rs.
>> 5,544.90 for using the Vodafone mobile connect 1671790KB post discount of
>> Rs. 2,813.75, further we would like to inform you that as per our records
>> you have been charged for using the internet services post deactivation
>> of
>> internet pack.
>>
>> We would like to confirm you that a service is activated or deactivated
>> only
>> once we receive a request from the user of the connection. Our records
>> indicate that Radio Mirchi Pack service was activated on your phone as
>> per
>> your request only via IBD calling.
>>
>> We regret to inform you that we would not be able to credit the charges
>> deducted towards the Caller tune service
>>
>> Further, we would like to assure you that we cannot bill you for usage
>> that
>> are not made or received on your SIM card. As per the details mentioned
>> above, we regret that we would not be able to reverse charges levied
>> towards
>> the usage made from your Vodafone mobile number.
>>
>> In case you need further assistance, please do call or email us. We???ll
>> do
>> our best to help you.
>>
>> Happy to help,
>>
>> Anuj Dua
>>
>> Vodafone Care
>>
>> Contact numbers
>> Vodafone Care: 111 or +91- [protected]
>> Fax number: +91- [protected]
>> E-mail:
>> corporatecare.[protected]@vodafone.com
>> Website: www.vodafone.in
>>
>>
>> 3G Mobile Internet Data bonanza offer now extended*??????!!!!!
>>
>> For Rs.100 get 300 MB free
>>
>> For Rs.375 get 1536 MB free
>>
>> For Rs.650 get 3072 MB free
>>
>> *Offer is applicable for limited period. Surfing rate post exhaustion of
>> free usage will be 2p/10KB.
>>
>> -----Original Message-----
>> From:[zakirhussain.[protected]@gmail.com]
>> Sent:Thursday, August 8, 2013 4:15 AM
>> To:[corporatecare.[protected]@vodafone.com]
>> Subject:Re: Not getting support
>>
>>
>> Hello,
>>
>> I haven't received any response till now. Would someone pay attention
>> on the issue reported by me several times. Would someone get my
>> inflated bill corrected and get this resolved. Or should I am left
>> with only choice i.e. file a complaint in consumer court for all this
>> trouble.
>>
>> Thanks,
>> Zakir
>>
>> On 8/7/13, Zak Hussain wrote:
>>> Hi ParthSarthi,
>>>
>>> I am trying to control on my emotions and actions however unable to
>>> hold. This is ridiculous and all crap.
>>>
>>> You are saying that the bill is genuine and because of my 2G service
>>> was cancelled on July 17,2013. Can't you guys access your mailbox or
>>> can't check the chain mail below. If it was deactivated on July 17,
>>> 2013 that why it was not re-initiated or activated as per my request
>>> sent on July 18, 2013.
>>> This is a height of negligence and height of your efforts to make a
>>> person frustrated and harassed.
>>>
>>> Other than this Radio Mirchi pack was activated on my number
>>> [protected] without the request sent by me and you guys have charged RS
>>> 30 rental for the same. Wondering you guys will answer and make this
>>> correct as well like you answered for the inflatted bills.
>>>
>>> Ask to your representatives that not to call me for payments until my
>>> bill has been corrected. Otherwise on the same day i will drag you
>>> guys to the consumer court for all the harassment done in the entire
>>> month of July'13 and which is continued in the month of Aug'13.
>>>
>>> If you guys are not able to settle that out than provide me the
>>> contact details of the your peers who can take decision and get that
>>> corrected. Deactivate all the services on my Cell #[protected] with
>>> immediate effect except the calling facility.
>>>
>>> I will not pay a single rupee untill my bill is corrected.
>>> Thanks,
>>> Zakir
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> On 8/6/13, CORPORATECAREDEL (DEL-NE), Vodafone India
>>> wrote:
>>>> Dear Mr. Hussain,
>>>>
>>>> Thank you for your email dated 05/08/13 regarding the services for your
>>>> mobile number [protected].
>>>>
>>>> We sincerely regret the inconvenience caused to you.
>>>>
>>>> We would like to confirm you that we have forwarded your complaint
>>>> regarding
>>>> incomplete information by executive for your Vodafone mobile number to
>>>> our
>>>> specialized Vodafone care team. Your service request number is
>>>> [protected].
>>>> We assure you that the same will be resolved within 24 working hours
>>>> and
>>>> you
>>>> will also get a call back regarding the complaint given.
>>>>
>>>> We would like to inform you that the Vodafone live+ Vodafone mobile
>>>> connect
>>>> @ Rs.98 for 2 GB is a fixed rental service wherein rental will be
>>>> charged
>>>> for the entire month even if you use the service for 1 day.
>>>>
>>>> As per our records the bill cycle for your Vodafone account is 1st of
>>>> every
>>>> month, hence if the service is activated now then rental will be
>>>> charged
>>>> for
>>>> the entire month. We request you to kindly send us a confirmation mail
>>>> in
>>>> case if you wish to get this service activated with immediate effect or
>>>> else
>>>> you can send us a mail on bill cycle to avoid paying the monthly rental
>>>> of
>>>> this service for the entire month.
>>>>
>>>> Features:
>>>>
>>>> * Post free usage you will be charged @10p/10KB.
>>>> * Handset should be compatible to use the services.
>>>> * The free usage is applicable for browsing only however the
>>>> downloading
>>>> charges will be as per the visited site.
>>>> * Rental and discount will be applicable on fixed basis in the
>>>> bill,
>>>> once the service gets activated.
>>>> * Multimedia Messaging Service usage will be charged at Rs
>>>> 3/Multimedia
>>>> message along with the charges of @10p/10KB for downloading and
>>>> uploading
>>>> while using MMS once the free usage is over (Size of 1 MMS is 100KB).
>>>>
>>>> We assure you that the requested service will be activated in maximum
>>>> 48
>>>> working hours on your Vodafone account once the request is forwarded.
>>>>
>>>> You will also receive a confirmation SMS for the same.
>>>>
>>>> We would like to confirm you that we have checked the usage details
>>>> from
>>>> 03/07/13 to 02/08/13 and found that you have been charged for the
>>>> genuine
>>>> usages originated from your SIM card.
>>>>
>>>> We would also like to inform you that as per the records the 2G plan @
>>>> Rs.98
>>>> has been deactivated on dated 17/07/13. Hence you have been charged for
>>>> the
>>>> usage from 17/07/13 to 02/08/13. You have been charged Rs. 5,544.90 for
>>>> 1671790 KB Vodafone mobile connect usage and Rs. 0.40 for 40 KB
>>>> Vodafone
>>>> live usage and you have been charged correctly.
>>>>
>>>> Further, we would like to assure you that we cannot bill you for usages
>>>> that
>>>> are not made or received on your SIM card. As per the details mentioned
>>>> above, we regret that we would not be able to reverse charges levied
>>>> towards
>>>> the usages made from your Vodafone mobile number.
>>>>
>>>> Further, if you still wish to deactivate the services kindly confirm
>>>> us.
>>>>
>>>> In case you need further assistance, please do call or email us.
>>>> We???ll
>>>> do
>>>> our best to help you.
>>>>
>>>> Happy to help,
>>>>
>>>> ParthaSarathi Rout
>>>>
>>>> Vodafone Care
>>>>
>>>> Contact numbers
>>>> Vodafone Care: 111 or +91- [protected]
>>>> Fax number: +91- [protected]
>>>> E-mail:
>>>> corporatecare.[protected]@vodafone.com
>>>> Website: www.vodafone.in
>>>>
>>>>
>>>> 3G Mobile Internet Data bonanza offer now extended*??????!!!!!
>>>>
>>>> For Rs.100 get 300 MB free
>>>>
>>>> For Rs.375 get 1536 MB free
>>>>
>>>> For Rs.650 get 3072 MB free
>>>>
>>>> *Offer is applicable for limited period. Surfing rate post exhaustion
>>>> of
>>>> free usage will be 2p/10KB.
>>>>
>>>> -----Original Message-----
>>>> From:[zakirhussain.[protected]@gmail.com]
>>>> Sent:Monday, August 5, 2013 4:05 PM
>>>> To:[corporatecare.[protected]@vodafone.com]
>>>> Subject:Re: Not getting support
>>>>
>>>>
>>>> Hello,
>>>>
>>>> Failed to understand why i am not getting a response to my queries.
>>>>
>>>> In addition to that, today i got a call that my current bill including
>>>> unbilled amount is RS. 6878/-. Wondering how it has been reached so
>>>> much.
>>>>
>>>> I am gettign humiliated and frustrated by the way Vodafone reps are
>>>> handling my matter. Haven't received any response to my earlier
>>>> queries however got a high inflated bill of amount 6878/-.for my cell
>>>> #[protected].
>>>>
>>>> Failing to achieve a response would lead me to approach consumer court
>>>> for this issue.
>>>>
>>>> Could someone take care of this and get my bill corrected. Otherwise i
>>>> would not pay any single rupee.
>>>>
>>>> Discontinue all my services on phone #[protected] with immediate effect.
>>>>
>>>> Wondering how easy for you guys to make frustrated your customers
>>>> inspite of providing them solutions. Half of the month i was not able
>>>> to access internet facility on my phone and now i am supposed to pay
>>>> Rs 6878/ for the services which i have not used.
>>>> Thanks,
>>>> Zakir
>>>>
>>>> On 7/18/13, Zak Hussain wrote:
>>>>> Hi Shahadat,
>>>>>
>>>>> Please find below required details:
>>>>>
>>>>> Name of the executive - Amit
>>>>>
>>>>> Date of interaction - 13/07/2013
>>>>>
>>>>> Issue/Wrong or incomplete information shared - Was not able to provide
>>>>> me support regarding to internet connection or dial up setting on
>>>>> laptop
>>>>>
>>>>> Name of the executive - Ravi
>>>>>
>>>>> Date of interaction - 16/07/2013 midnight and early on 17/07/2013
>>>>>
>>>>> Issue/Wrong or incomplete information shared - Was not able to provide
>>>>> me support regarding to internet connection or dial up setting on
>>>>> laptop. was not able to browse websites post opening them after 2 or 3
>>>>> minutes
>>>>> '
>>>>> Also would like to continue my 2G Rs 98 rental plan. Re-initiate 2G 98
>>>>> rental plan on my cell [protected].
>>>>>
>>>>> Thanks,
>>>>> Zakir
>>>>>
>>>>>
>>>>> On 7/18/13, CORPORATECAREDEL (DEL-NE), Vodafone India
>>>>> wrote:
>>>>>> Dear Mr. Hussain,
>>>>>>
>>>>>> Thank you for your email dated 15/07/2013regarding the services for
>>>>>> your
>>>>>> mobile number [protected]
>>>>>>
>>>>>> We value your relationship with us and urge you to treat this as an
>>>>>> exception. We assure you that we are committed to provide you and all
>>>>>> our
>>>>>> customers with quality customer service.
>>>>>>
>>>>>> We would like to inform you that as per our records on your Vodafone
>>>>>> account
>>>>>> [protected] 2Gdata pack service has been deactivated on dated
>>>>>> 17/07/2013
>>>>>> with
>>>>>> service request number is [protected] for your reference.
>>>>>>
>>>>>> We would also like to inform you that the below mentioned basic
>>>>>> services
>>>>>> will remain active on your Vodafone account post deactivation of the
>>>>>> above
>>>>>> mentioned internet pack:-
>>>>>>
>>>>>> * Vodafone Mobile Connect
>>>>>> * Vodafone live
>>>>>> * I-phone
>>>>>>
>>>>>> In case, any internet usage is done, same would be chargeable as per
>>>>>> the
>>>>>> standard data usage charges i.e.10 paisa/10KB on 2G network.
>>>>>>
>>>>>> Still, if you wish to configaration of your handset kindly confirm us
>>>>>> back.
>>>>>>
>>>>>> We request you to kindly share the following details of your
>>>>>> interaction
>>>>>> with the Vodafone executive to get the concern further checked:
>>>>>>
>>>>>> ?? Name of the executive
>>>>>>
>>>>>> ?? Date of interaction
>>>>>>
>>>>>> ?? Issue/Wrong or incomplete information shared
>>>>>>
>>>>>> We assure you that post receiving the above mentioned details from
>>>>>> your
>>>>>> side
>>>>>> we will certainly address your concern within 48 working hours.
>>>>>>
>>>>>> In case you need further assistance, please do call or email us.
>>>>>> We???ll
>>>>>> do
>>>>>> our best to help you.
>>>>>>
>>>>>> Happy to help,
>>>>>>
>>>>>> Mohd Shahadat
>>>>>>
>>>>>> Vodafone Care
>>>>>>
>>>>>> Contact numbers
>>>>>> Vodafone Care: 111 or +91- [protected]
>>>>>> Fax number: +91- [protected]
>>>>>> E-mail:
>>>>>> corporatecare.[protected]@vodafone.com
>>>>>> Website: www.vodafone.in
>>>>>>
>>>>>>
>>>>>> 3G Mobile Internet Data bonanza offer now extended*??????!!!!!
>>>>>>
>>>>>> For Rs.100 get 300 MB free
>>>>>>
>>>>>> For Rs.375 get 1536 MB free
>>>>>>
>>>>>> For Rs.650 get 3072 MB free
>>>>>>
>>>>>> *Offer is applicable for limited period. Surfing rate post exhaustion
>>>>>> of
>>>>>> free usage will be 2p/10KB.
>>>>>>
>>>>>> -----Original Message-----
>>>>>> From:[zakirhussain.[protected]@gmail.com]
>>>>>> Sent:Thursday, July 18, 2013 12:19 PM
>>>>>> To:[corporatecare.[protected]@vodafone.com]
>>>>>> Subject:Re: Not getting support
>>>>>>
>>>>>>
>>>>>> Hi,
>>>>>>
>>>>>> May i request for a response on the reported issue.
>>>>>>
>>>>>> Thanks,
>>>>>> Zakir
>>>>>>
>>>>>> On 7/16/13, Zak Hussain wrote:
>>>>>>> Hi,
>>>>>>>
>>>>>>> This is Zakir and using two Vodafone CUG numbers i.e. [protected]. On 13 July, approached helpdesk regarding to provide
>>>>>>> settings from my laptop to utilize 2g service on my laptop. However
>>>>>>> experience was very bad. Rep named Amit didn't provide support to me
>>>>>>> and tried to ran away from the situation. I am not complaining
>>>>>>> however
>>>>>>> compelled to say that instead of providing me help he advise me that
>>>>>>> he has arranged a call back on 16th July. I was supposed to wait for
>>>>>>> 3
>>>>>>> days for the service which I am paying regularly. Experience with
>>>>>>> Amit
>>>>>>> was very worst and that left me with a very wrong impression about
>>>>>>> Vodafone support. SR[protected])
>>>>>>>
>>>>>>> Today again approached helpdesk on 198 and was answered by Ravi.
>>>>>>> That
>>>>>>> guy surpassed first one. Instead of providing me help he once again
>>>>>>> told me that he will not be able to help and arrange a call back for
>>>>>>> next day. I asked him that connect me to the tech team or to your
>>>>>>> senior and he refused to do that.
>>>>>>>
>>>>>>> Being frustrated and humiliated I asked him to deactivate my 2 g
>>>>>>> service from my cell phone #[protected]. And he readily put that
>>>>>>> deactivation request. I would not be paying any single rupee for
>>>>>>> this
>>>>>>> months bill for 2 g service.
>>>>>>>
>>>>>>> Wondered how easy to them to loose customers instead of helping and
>>>>>>> providing solution.
>>>>>>> These incidences has made me very frustrated and humiliated and
>>>>>>> thinking to move to another service provider. Currently I am using
>>>>>>> two
>>>>>>> CUG numbers [protected]. Thinking to do away with
>>>>>>> these
>>>>>>> connections.
>>>>>>>
>>>>>>> Loosing one customer might not be a big thing for Vodafone. Hope
>>>>>>> other
>>>>>>> would not be facing the same type of behaviour.
>>>>>>>
>>>>>>> Thanks,
>>>>>>> Zakir
>>>>>>>
>>>>>>
>>>>>> This message (including any attachments) is intended only for
>>>>>> the use of the individual or entity to which it is addressed and
>>>>>> may contain information that is non-public, proprietary,
>>>>>> privileged, confidential, and exempt from disclosure under
>>>>>> applicable law or may constitute as attorney work product.
>>>>>> If you are not the intended recipient, you are hereby notified
>>>>>> that any use, dissemination, distribution, or copying of this
>>>>>> communication is strictly prohibited. If you have received this
>>>>>> communication in error, notify us immediately by telephone and
>>>>>> (i) destroy this message if a facsimile or (ii) delete this message
>>>>>> immediately if this is an electronic communication.
>>>>>>
>>>>>> Thank you.
>>>>>>
>>>>>
>>>>
>>>> This message (including any attachments) is intended only for
>>>> the use of the individual or entity to which it is addressed and
>>>> may contain information that is non-public, proprietary,
>>>> privileged, confidential, and exempt from disclosure under
>>>> applicable law or may constitute as attorney work product.
>>>> If you are not the intended recipient, you are hereby notified
>>>> that any use, dissemination, distribution, or copying of this
>>>> communication is strictly prohibited. If you have received this
>>>> communication in error, notify us immediately by telephone and
>>>> (i) destroy this message if a facsimile or (ii) delete this message
>>>> immediately if this is an electronic communication.
>>>>
>>>> Thank you.
>>>>
>>>
>>
>> This message (including any attachments) is intended only for
>> the use of the individual or entity to which it is addressed and
>> may contain information that is non-public, proprietary,
>> privileged, confidential, and exempt from disclosure under
>> applicable law or may constitute as attorney work product.
>> If you are not the intended recipient, you are hereby notified
>> that any use, dissemination, distribution, or copying of this
>> communication is strictly prohibited. If you have received this
>> communication in error, notify us immediately by telephone and
>> (i) destroy this message if a facsimile or (ii) delete this message
>> immediately if this is an electronic communication.
>>
>> Thank you.
>>
>
> This message (including any attachments) is intended only for
> the use of the individual or entity to which it is addressed and
> may contain information that is non-public, proprietary,
> privileged, confidential, and exempt from disclosure under
> applicable law or may constitute as attorney work product.
> If you are not the intended recipient, you are hereby notified
> that any use, dissemination, distribution, or copying of this
> communication is strictly prohibited. If you have received this
> communication in error, notify us immediately by telephone and
> (i) destroy this message if a facsimile or (ii) delete this message
> immediately if this is an electronic communication.
>
> Thank you.
>Zakir