[Resolved]  Vodafone India — Billing error and irresponsible behavior @ customer service including nodel Office response.

Address:

Chennai, Tamil Nadu

Dear all,

Below is the mail chain with Vodafone Nodal officer (S Madhan) or his team and along with my issues. Vodafone overcharged and debarred my connection while not acting on my complaint.
________________________________________
From: Karunakaran Oorathi Pathangi
Sent: Saturday, November 09, 2013 12:06 PM
To: nodal.[protected]@vodafone.com
Subject: RE: Re:Dissatisfied customer - Moblie number [protected] [REF:[protected]]

Hello Mr Madan / who ever is writing in his behalf.


Can you try and explain me how the usage stands valid based on the below details picked bill sent from Vodafone and details collected from Customer care executives:

Sep 13:

Data plan: GPRS 2GB VMC @ Rs.99
GPRS usage : 0.05 GB (49830 in KB) which is less then 2GB is my basic data understanding as per universal reference is correct.
Amount charged: 293.96 (excluding service tax @ 12.36%)

Sep 13:

Data plan: GPRS 2GB VMC @ Rs.99
GPRS usage : 0.12 GB (123900 in KB) which is less then 2GB is my basic data understanding as per universal reference is correct.
Amount charged: 1239.90 (excluding service tax @ 12.36%)

In both the cases I don't see how I have exceeded 2GB VMC data I am eligible for.

So total amount charged to my number (including service tax @ 12.36) is Rs 1722.43 (330.29 + 1392.14)
Reversals / refund passed till date : 1327.44 (330.44+440.9+56.20)

Remaining amount that I am seeking as refund / reversal is Rs 394.99

Can you tell me when will Vodafone even think of considering this reversal / refund and stop harassing me by blocking, debarring my number from service to make profits by all non-ethical means.

IF you still do not understand the calculation (simple math's) I am happy to explain if you can spend 2 to 3 minutes of your time in calling my @ [protected].
So get your facts right before replying back to customer in a rough tone.


Regards,
Karuna

(Karunakaran OP)
________________________________________
From: NodalTN [nodal.[protected]@vodafone.com]
Sent: Saturday, November 09, 2013 11:03 AM
qTo: Karunakaran Oorathi Pathangi
Subject: RE: Re:Dissatisfied customer - Moblie number [protected] [REF:[protected]]

Dear Mr. Karuna,

We have received your email dated 08/11/13 regarding concerns related to data usage charges for your Vodafone Mobile Numbers [protected]

We wish to reiterate that the GPRS usage initiated from your end stands valid.


Hence the applicable charges had been charged in your account.

Hence, we wish to bring it to your kind attention that we would not be able to facilitate reversal for the same and thank you for your patient understanding.

Post reversal, there is a payable outstanding of Rs. 750.12/- and we request your kind cooperation in remitting the same.


The docket number for further reference is[protected].



In case you need further assistance, please do call or email us. We?ll do our best to help you.



Happy to help,

Madhan S
Nodal Officer
Contact numbers
Vodafone Care: 111 or +91- [protected]
For complaints/requests: 198 (toll free)
Nodal Officer : +91- [protected] (Available between 9:30 a.m. to 6 p.m. Monday to Friday)
Fax number : +91- [protected]
E-mail : nodal.[protected]@vodafone.com<mailto:nodal.[protected]@vodafone.com>
Website : www.vodafone.in




From: Karunakaran Oorathi Pathangi [mailto:karunakaran.[protected]@hcl.com]
Sent: 08 November 2013 03:23 PM
To: RTN-CS-Nodal Tamilnadu
Subject: RE: Re:Dissatisfied customer - Moblie number [protected] [REF:[protected]]

Hi,

I now feel there is no point talking to nodal officer as well... I am charged INR 1200 + amount and a reversal of 556 is being passed...who will bare the remaining amount and why should i pay for the same when i am not supposed to. Can you arrange for an explanation on how INR 556 was arrived as the reversal and why should i pay 750.12?

Regards,
Karuna

Sent from my Windows Phone
________________________________________
From: NodalTN
Sent: ?08-?11-?2013 14:54
To: Karunakaran Oorathi Pathangi
Subject: Re:Re:Dissatisfied customer - Moblie number [protected] [REF:[protected]]
Dear Mr. Karuna,

We have received your email dated 06/11/13 regarding concerns related to data usage charges for your Vodafone Mobile Numbers [protected]

We would like to inform you that an amount of Rs. 556.20/- had been reversed to your account against data usage charges against the bill dated 05/11/13.

Post reversal, there is a payable outstanding of Rs. 750.12/- and we request your kind cooperation in remitting the same.

Further, we have noted your feedback on the behavior of our Executives and assure you that this is not reflective of our approach to customer service.

Please be assured that we have initiated necessary corrective action and wish to acknowledge your patient understanding.

We regret the delay in processing your request and look forward to your association with us.

The docket number for further reference is[protected].

In case you need further assistance, please do call or email us. We?ll do our best to help you.

Happy to help,

Madhan S
Nodal Officer
Contact numbers
Vodafone Care: 111 or +91- [protected]
For complaints/requests: 198 (toll free)
Nodal Officer : +91- [protected] (Available between 9:30 a.m. to 6 p.m. Monday to Friday)
Fax number : +91- [protected]
E-mail : nodal.[protected]@vodafone.com
Website : _www.vodafone.in



From: RTN-CS-Nodal Tamilnadu
Sent: 06 November 2013 03:59 PM
To: karunakaran.[protected]@hcl.com
Subject: Re:Dissatisfied customer - Moblie number [protected] [REF:[protected]]

Dear Mr. Karuna,

We have received your email dated 06/11/13 regarding concerns related to data usage charges for your Vodafone Mobile Numbers [protected].

We would like to inform that we have registered your concern on rental with the reference number [protected].

We will revert to you as soon as we gather all the facts. Please be assured that we will get back to you on 08/11/13.

In case you need further assistance, please do call or email us. We?ll do our best to help you.

Happy to help,

Madhan S
Nodal Officer
Contact numbers
Vodafone Care: 111 or +91- [protected]
For complaints/requests: 198 (toll free)
Nodal Officer : +91- [protected] (Available between 9:30 a.m. to 6 p.m. Monday to Friday)
Fax number : +91- [protected]
E-mail : nodal.[protected]@vodafone.com
Website : _www.vodafone.in




From: Karunakaran Oorathi Pathangi [mailto:karunakaran.[protected]@hcl.com]
Sent: 06 November 2013 02:09 PM
To: RTN-CS-Nodal Tamilnadu
Subject: Dissatisfied customer - Moblie number [protected]

Hi,

I have raised couple of tickets (4 to be presise) as follows:

4th oct [protected] - Guess closed no proper confirmation provided)
7th oct [protected]
14th oct[protected]mail sent from Customer care to the concern department)-
2nd or 3rd Nov [protected]

for which there is partial or no action taken. complaint from side as below:

Plan details:

General / Home plan - HCL 99 plan
Data plan - RS 99 plan with 2GB free usage applicable under HCL corporate plan.

On checking Sep 2013 bill i noticed i am being charged for Data plan and also on the data charges. Complaint [protected] was raised on 4th Oct for which i was told INR 300 + including service tax was passed as reversal / waiver...

The same continued in Oct 2013 bill where i am being chared for Data and also the data changed to a tune of 1293.00 for which another ticket was raised on 7th Oct under ref #[protected] for which i am being told some 400 odd amout is being refunded, which i still dont understand on where is the remaining waiver. the explanation provided was "when ever there is change of plan there are two activites involved

1) To reflect in billing
2) Updation in back end to monitor data usage (in my case to a tune of 2GB)


It has become a routine for me to call 198 and explain the issue everytime to a new agent and all i get is total of 700 odd amount is being passed in as waiver and nothing more can be passed.

Adding to the fuel one fine gentle man who by the way of doing collection job calls and harrases saying this is what we can do and you have to pay your bills in order to have the connection activated...

Now that the connection is disconnected i do not wish to contenew to be with Vodafone which is by all standard to my understanding is a non ethicial company.

I can be reached @ [protected] for further discussion if only the issue can be resolved enabling smooth porting of both the numbers [protected] and [protected] to another service provider.

Can i expect at least at nodal level this would be looked in and resolved or should i take it to Appellate Authority or anyother customer complaint forum.

Another option i have it to take legal action on the context of being cheated by overcharging and no proper response by the few people from dozen of people i have spoken to:

Raj (shift supervisor),
Syed (shift supervisor),
Syed (customer care executive) not sure both are the same person)
Sathya (was told he reports to Madhan S)


Regards,
Karuna

(Karunakaran OP)