[Resolved]  Vodafone India — Billing issue on my 2 phone numbers

Address:

Chennai, Tamil Nadu

Issue with billing on my 2 vodafone numbers [protected] &[protected]. I was charged in excess for additional data consumption – but asper my data plan I should not be charged. None of your customer servicerepresentatives are ready to accept this error and in constant denial. Over thephone they acknowledge that I’m on a floating plan but in email they seldomacknowledge. This is highly irritating. Please do a complete investigation what went wrong from yourside and give me the refund for all the excess that was charged till date. Thanks, Hemanth From: Deenadayalan, Hemanth Sai Sent: Monday, December 15, 2014 10:55 AM To: 'corpcare.[protected]@vodafone.com'; 'nodal.[protected]@vodafone.com';'appellate.[protected]@vodafone.com'; 'purnima.[protected]@vodafone.com';'gaganpreet.[protected]@vodafone.com'; 'Divakar Manoharan (CHN-NE)';'[protected]@yahoo.com' Subject: RE: Bill query on [protected] and [protected] Is there anyone in Vodafone who can talk sense? My plan is Rs. 325 Capgemini corporate plan and I subscribed tofloating data plan from January 2014 (1GB at 3G speed and beyond 1GB the speedwill be reduced). My both numbers [protected] and [protected] are on a floating dataplan – Vodafone should not have charged for excess data usage but whereas I wascharged in various months bill. This is atrocious, I need refund for all the excess amountcharged from January 2014 immediately. From: corpcare.[protected]@vodafone.com [mailto:corpcare.[protected]@vodafone.com] Sent: Monday, December 15, 2014 10:50 AM To: Deenadayalan, Hemanth Sai Subject: Bill query on [protected] and [protected] Dear Mr. Hemanth Sai DeenadayalanD, Thank you for your e-mail dated12/12/2014, regarding Bill related concern on your Vodafone mobile numbers[protected] and [protected]. At the outset, we regret theinadvertent inconvenience caused to you in this regard and thank you for yourpatience and understanding. With regard to your concern, wehere by clarify that 1. GPRS being a zero rentalservice, it is active on all Vodafone numbers by default 2. You are charged 4 paise / 10Kbfor the service only when you use the service Hence we wish to confirm that therehas been a usage of internet service from your Vodafone mobile number as wellas from the same handset that you have been using to make andreceive local calls as well as messages. Hence a charge of Rs. 2, 039.14/- and 3, 929.42/-for the respectively numbers are levied in the invoicedated 20/11/2014. You can be rest assured that thecharges applied are towards the usage done by you and are genuine and hence wewould not be in a position to pass any credits. Also, we would like to inform youthat, you can download and print your Vodafone invoice for last 13 months from‘My Vodafone’ section on our website www.vodafone.in.Please find attached the procedure to register to "My Vodafone". Kindly note interaction number[protected] and[protected] for your future reference. In case you need furtherassistance, please do call or e-mail us. We will do our best to help you. Happy to help, PallaviMahajan Corp Care Contactnumbers VodafoneCare: 111 or +91-[protected] ForComplaints/Requests: 198 (toll free) E-mail: corpcare.[protected]@vodafone.com Website: www.vodafone.in Nowexperience our newly launched My Vodafone App. It empowers you to manage yourVodafone account on the go. So pay your mobile bills, check data usage, dataplan details etc. click below link to download the My Vodafone App now. https://www.vodafone.in/vas/downloads/pages/my_vodafone.aspx On 12/12/2014 2:41 PM; From: hemanth.[protected]@capgemini.com;To: corpcare.[protected]@vodafone.com;; ?CC: ; Subject: FW: FW: Bill query on [protected] and [protected]; FYI From: Deenadayalan, Hemanth Sai Sent: Friday, December 12, 2014 2:40 PM To: 'Divakar Manoharan (CHN-NE)'; 'appellate.[protected]@vodafone.com';'nodal.[protected]@vodafone.com'; 'sivakumar.[protected]@vodafone.com' Subject: RE: FW: Bill query on [protected] and [protected] Hi, Just received a call from Mr.Vishnu Gondhali (customer service executive) phone number [protected](service request number: [protected] and [protected] and interaction number[protected] and[protected]. He also checked my data planand confirmed that the plan in which I’m on is a floating plan (beyond 1GB thespeed will be reduced to 64 kbps – but I will not be charged for the excessusage). I noticed that I was cheatedin many of the previous months bills. I want Vodafone to check the billsgenerated for my phone numbers [protected] & [protected] fromJanuary 2014 till date and refund all the excess money charged for additionaldata usage on or before 16-Dec-2014 with an apology letter. Thanks, Hemanth From: Deenadayalan, Hemanth Sai Sent: Friday, December 12, 2014 2:22 PM To: Deenadayalan, Hemanth Sai; 'Divakar Manoharan (CHN-NE)' Subject: RE: FW: Bill query on [protected] and [protected] HiDivakar, Ifound billing issues regarding data in the bills generated for the followingbilling periods for [protected]: 20.05.14to 19.06.14 20.07.14to 19.08.14 20.10.14to 19.11.14 Thanks, Hemanth From: Deenadayalan, Hemanth Sai Sent: Friday, December 12, 2014 12:28 PM To: 'Divakar Manoharan (CHN-NE)' Subject: RE: FW: Bill query on [protected] and [protected] HiDivakar, Thanksfor the response. Pleasegive me your phone number. Alsotell me the internet plan details that are active on my phone numbers: [protected] [protected] Thanks, Hemanth From: Divakar Manoharan (CHN-NE) [mailto:Divakar.[protected]@vodafone.com] Sent: Friday, December 12, 2014 12:25 PM To: Deenadayalan, Hemanth Sai Subject: RE: FW: Bill query on [protected] and [protected] HelloHemanth, Sorryfor your inconvenience, I forward your issues to my RM and I release yourphone lines now. I’ll update the status ASAP. Regards, DivakarManoharan RelationshipExecutive VBSTeam Divakar.[protected]@vodafone.com From: Deenadayalan, HemanthSai [mailto:hemanth.[protected]@capgemini.com] Sent: 12 December 2014 10:42 To: RTN-CS-Appellate TamilNadu; RTN-CS-Nodal Tamilnadu;'vodafonecare.[protected]@vodafone.com' Cc: Divakar Manoharan (CHN-NE); Subbarao, Sivakumar (CHN), VodafoneIndia (External) Subject: RE: FW: Bill query on [protected] and [protected] Ihave not received any satisfactory resolution from your end. Pleaseunderstand that according to my data usage plan which was provided on21-Jan-2014, I have an unlimited data plan. 1GB of 3G and beyond that speedwill be reduced to 64kbps. But it is all unlimited. I haven’t changed my planafter that. This was even confirmed to me by your customer servicerepresentative Ms.Kirthika to whom I spoke yesterday (11-Dec-2014). Thenokia bundle offer what you’re referring was given only from this month since Ibought a new Nokia Lumia 730 phone. Idon’t know whether I’m charged extra only for November month or even before Ineed to scrutinize my previous bills. Nowyou’ve stopped my outgoing calls on both my mobiles – you’re penalizing thecustomer for your mistake. Let’sresolve this issue legally. Please await a legal notice from me. Thanks, Hemanth From: Deenadayalan, HemanthSai Sent: Thursday, December 11, 2014 11:32 AM To: Deenadayalan, Hemanth Sai; appellate.[protected]@vodafone.com Cc: nodal.[protected]@vodafone.com;Divakar Manoharan (CHN-NE); sivakumar.[protected]@vodafone.com Subject: RE: FW: Bill query on [protected] and [protected] Ifthe 100% usage SMS was received I would have stopped using additional data…This is highly irritating – you’re cheating customers. From: Deenadayalan, HemanthSai Sent: Thursday, December 11, 2014 11:30 AM To: Deenadayalan, Hemanth Sai; appellate.[protected]@vodafone.com Cc: nodal.[protected]@vodafone.com;Divakar Manoharan (CHN-NE); sivakumar.[protected]@vodafone.com Subject: RE: FW: Bill query on [protected] and [protected] Andwhat type of detailed investigation was done – when you do not even know myplan. I’m using a Nokia phone for the past 1 week. What do u mean by “Nokiabundle” offer? From: Deenadayalan, HemanthSai Sent: Thursday, December 11, 2014 11:27 AM To: 'appellate.[protected]@vodafone.com' Subject: RE: FW: Bill query on [protected] and [protected] Iknow that the charges are for additional data consumption. Iwanted to know why the 100% data usage SMS was not sent when I crossed the 100%i.e. 1GB? Is it something like Vodafone desperately wanted to cheat thecustomers? Thanks, Hemanth From: appellate.[protected]@vodafone.com[mailto:appellate.[protected]@vodafone.com] Sent: Thursday, December 11, 2014 11:25 AM To: Deenadayalan, Hemanth Sai Subject: Re: FW: Bill query on [protected] and [protected] Dear Sir/Madam, We have received your emaildated 10/12/14 regarding concern related to Billing for your Vodafone MobileNumbers [protected] and [protected]. At the outset, we regret theinconvenience caused to you in this regard. Based on your complaint we hadcarried out a detailed investigation and we would like to inform you that youhad totally consumed 1.49GB and 1.94GB in the bill dated 20/11/14, for whichfree discounts as per Nokia bundle offer of 1Gb had been given. Hence the balance data of 0.49Gband 0.94GB had been charged as per the base tariff of 4p/10kb. Given the above stance, we wouldlike to bring it to your kind attention that we are unable to process reversalagainst the same. We thank you for your patientunderstanding and look forward to your association with us. Kindly note the docket number[protected] and[protected] for further reference. In case you need furtherassistance, please do call or email us. We’ll do our best to help you. Happy to help Surya AppellateOffice Vodafone Tamil Nadu Contact numbers For any queries call 111 (chargeable for agent access @ 50p/3min) or CHN @ +91-[protected], RTN @ +91 - [protected] (standard calling charges applicable) For any complaints call 198toll free helpline AppellateOffice : For Chennai contact +91- [protected] ForRest of Tamilnadu incl., Puducherry, Contact : +91-[protected] (Availablebetween 9:30 a.m and 6 p.m. Monday to Friday) Faxnumber : +91- [protected] E-mail : appellate.[protected]@vodafone.com Website: www.vodafone.in On[protected]:02:50 PM; From: hemanth.[protected]@capgemini.com;To: nodal.[protected]@vodafone.com;appellate.[protected]@vodafone.com;; ?CC: Divakar.[protected]@vodafone.com;Madankumar.[protected]@vodafone.com; sivakumar.[protected]@vodafone.com;; Subject: FW: Bill query on [protected] and [protected]; Very pathetic customer care department you have… Can you at least look into this query and give me a properresolution? From: Deenadayalan, Hemanth Sai Sent: Wednesday, December 10, 2014 2:54 PM To: 'Madankumar.[protected]@vodafone.com'; 'sivakumar.[protected]@vodafone.com' Subject: FW: Bill query on [protected] and [protected] It was long time unresolved complaint… Can you please give me a proper resolution to this query? Thanks, Hemanth From: Deenadayalan, Hemanth Sai Sent: Wednesday, December 10, 2014 2:47 PM To: 'Divakar Manoharan (CHN-NE)'; 'vodafonecare.[protected]@vodafone.com' Subject: FW: Bill query on [protected] and [protected] Just had a ridiculous chat with your customer carerepresentative for the complaint I raised – Highly inconvenient. From: Deenadayalan, Hemanth Sai Sent: Wednesday, December 10, 2014 2:23 PM To: 'vodafonecare.[protected]@vodafone.com' Subject: FW: Bill query on [protected] and [protected] Please look into this query and revert. From: Deenadayalan, Hemanth Sai Sent: Wednesday, December 10, 2014 2:18 PM To: 'Divakar Manoharan (CHN-NE)'; '[protected]@vodafone.com' Subject: FW: Bill query on [protected] and [protected] Hi Divakar, I haven’t received any updates from your end regarding my query… Can you please let me know the status ASAP? Thanks, Hemanth From: Deenadayalan, Hemanth Sai Sent: Friday, December 05, 2014 2:37 PM To: 'Divakar Manoharan (CHN-NE)' Cc: '[protected]@yahoo.com' Subject: RE: Bill query on [protected] and [protected] Hi Divakar, Any further updates? Thanks, Hemanth From: Divakar Manoharan (CHN-NE) [mailto:Divakar.[protected]@vodafone.com] Sent: Friday, November 28, 2014 11:25 AM To: Deenadayalan, Hemanth Sai Subject: RE: Bill query on [protected] and [protected] Hello Hemanth, I forward your mail to billing team they are processing yourissues. I’ll update you within DEC2014 1st week. Regards, Divakar Manoharan Relationship Executive VBS Team Divakar.[protected]@vodafone.com From: Deenadayalan, Hemanth Sai [mailto:hemanth.[protected]@capgemini.com] Sent: 28 November 2014 11:01 To: Divakar Manoharan (CHN-NE) Cc: [protected]@yahoo.com Subject: RE: Bill query on [protected] and [protected] Hi Divakar, Are you still the RM for Capgemini? I have not got any replyfrom you for the below email? Thanks, Hemanth From: Deenadayalan, Hemanth Sai Sent: Tuesday, November 25, 2014 3:21 PM To: 'divakar.[protected]@vodafone.com' Subject: Bill query on [protected] and [protected] Hi Divakar, I’m holding the above mentioned 2 numbers. The recent bill I received was a shocker to me. This is close to4 to 5 times more than my usual bill. My [protected] had a billed amount of Rs. 2600 (approx) and[protected] had a billed amount of Rs. 4800 (approx). I noticed that the high charges were due to data usage. I have received 80% data usage SMS from Vodafone but haven’treceived any other SMS stating that I have used 100% and subsequent usage willbe charged extra or anything of that sort. Why I was not informed anything in this regard? In previousmonths whenever I’m exceeding the data limit I used to receive those SMS. Thisis absolutely unacceptable. And moreover beyond 1 GB of free usage my speed should have gotreduced to 2G – but that didn’t happen. I suspect there is an error fromVodafone side. Can you please look into this and give me a positive response? Thanks, Hemanth This message contains information that may be privileged orconfidential and is the property of the Capgemini Group. It is intended onlyfor the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. 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