[Resolved]  Vodafone India — Complaint against automatically activation of VAS & de satisfaction with the improper service replies by the customer care executives.

Address:

Ahmedabad, Gujarat

Dear Sir/Madam,

I am ABDULGANI KHATRI residing at New Anjar of Kutch district.

I am a Vodafone customer since a period for more than 8 years having prepaid mobile no [protected]. The number was initially was Aircel and has been transferred to Vodafone through portability service. I have another postpaid mobile having number[protected].

I use mobile number [protected] for my internet services only.

I received an SMS on 02/03/2017 in evening hours informing that the VAS has been activated as per your request and a certain amount has been deducted from your account. I shocked to know the same as I was not being requested for any VAS nor I have confirmed any request from your side.

Later on, I got many SMSs continuously during late night hours and got my sleep disturbed very badly. Finally I discontinued/deactivated my VAS around 4:40AM to get rid o[censored]nwanted SMSs.

Again the same were continue and charges from my account were debited without any prior intimation & out of my knowledge. Finally, I called to CC executives on 198 yesterday for thrice to solve this problem permanently, but their reply was formatted as "sorry for inconvenience to you & issue will be sorted out accordingly." You may check all SMSs sent by you and subsequently my replies. After assurance from your CC executives for permanent solution, I again & again receiving unwanted VAS SMSs and charges being debited from account as stated above.

One again I called today in morning hours to 198 to sort out my issue permanently, a CC executive replied me that total amount of Rs. 145/- credited to my account. I confirmed the same and requested to deactivate all VAS from my account to avoid difficulties.

In spite of all the facts above, I am still receiving unwanted SMSs of activation of VAS and my account is still being debited without my knowledge and prior intimation. Again I tried twice to call 198 to inform my problem, I got a system generated reply that we are unable to reply you right now. I tried to call CC executive through another prepaid mobile number [protected] and intimated my issue, the lady executive who was not interested to listen my complaint properly and given me formatted reply in improper way. Pl check all call records and communication held with your executives which are recorded by you under " Taalim & Gunvatta". Please also assess the theory of reply given by a lady executive on [protected].

I am really very disappointed, upset & heavy mentally disturbed due to this type of incidence by the number one of 4G network of Gujarat treating customer with improper service reply, false commitment, not listening proper issue from the customer since three days.

You may check my previous communication & records, where I tried to transfer my number to another service provider through portability on account of poor services of Internet, but there was an assurance from your management to provide proper service in future. On the basis of the assurance, I continued my number with your network.

In morning hours of today, my balance was Rs. 150/- in my account and presently it is Rs. 6/- only. Now I am getting SMSs informing me that due to insufficient balance, so and so service can not be activated!!! Who will be the responsible for this??? How can I call from this number to another if I am being required to do so where insufficient balance in my account.

In view of the above you are requested to check whole the issue from beginning to end and credit my account which has been debited from my account without any prior intimation & out of my knowledge.

I have given my feedback in my reply for the same case which is being asked by your system after service reply from the executives.

I hope that the whole matter will be investigated in a neutral way and a detailed reply given to me after crediting my account which has been debited wrongly by your system.

Your early action in this regard will be highly appreciated.

Thanking you,
Yours faithfully,
ABDULGANI KHATRI