[Resolved]  Vodafone India — Incorrect Charges for incoming calls while roaming

Address:

New Delhi, Delhi

I am a vodafone corporate customer and have been using 199 BLaze plan. My complaint is: I have been charged inappropriately for all incoming calls while roaming during 12.11.2013 to 17.11.2013 in the last bill of my vodafone number. I am sure of the charges to be inappropriate because I had already subscribed for a pack namely "ROAM PROMO (IC FREE) 75 RENT" which was valid for period 12.11.2013 to 28.11.2013 (which is also indicated and billed in the bill along with the incoming charges mentioned above). This pack was subscribed by me on guidance from Vodafone customer care executive for making incoming calls free during roaming.

Further, I have written several emails to the corporate id "corporatecare.[protected]@vodafone.com" of vodafone only to receive absurd responses as below. Please follow all emails below and you will understand why I call their responses as absurd (which is a very polite word I am sure to be using).



From: "Aashish "
Date: 17 Dec 2013 10:52
Subject: Re: Re: Vodafone E-Bill Query - Account No :5.26978.00.00.101777
To: "CORPORATECAREDEL (DEL-NE), Vodafone India" <Corporatecare.[protected]@vodafone.com>
Cc:

Dear team,
I don't think you are even reading the contents of my email and there is a set content (that you also have posted me in earlier two occassions below) that you have to reply to all your customers who are having an issue in their bill. I've done enough to explain you my query regarding this bill and instead of replying to my query you have been giving me some set content which even doesn't have a relation with my query. I have collected all relevant telephonic calls as well as email proofs and I am now going to pursue this matter in consumer court with you guys.
Thanks & Regards,
Aashish
+91-9*********
On 17 Dec 2013 04:37, "CORPORATECAREDEL (DEL-NE), Vodafone India" <Corporatecare.[protected]@vodafone.com> wrote:
Dear Sir/Madame,
Thank you for your email dated 16.12.13 regarding the billing charges for your mobile number.
We would like to inform you that the appended numbers in your e-mail relate to our server numbers. The time duration mentioned in the bill co-relates with the time monitored at our Switch.
Please be assured that we can never charge you for calls or SMS which are not initiated on your SIM card, as our switch accurately monitors and records the usage of each SIM card, thus ensuring complete security and reliability.

As per the detail mentioned above, we regret to state that we would not be able to reverse the charges for the genuine usage initiated from your SIM card.
In case you need further assistance, please do call or email us. We’ll do our best to help you.

Happy to help,

Sukhmeet Singh
Vodafone Care

Contact numbers
Vodafone Care: 111 or +91- [protected]
Fax number: +91- [protected]
E-mail: corporatecare.[protected]@vodafone.com
Website: www.vodafone.in
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-----Original Message-----
From:[*********@gmail.com]
Sent:Monday, December 16, 2013 2:16 PM
To:[corporatecare.[protected]@vodafone.com]
Cc:[]
Subject:Re: <[Ref-6945801]>Re: Re: Vodafone E-Bill Query - Account No :5.26978.00.00.101777
Hi Team,

I don't think I was able to follow you on your below email contents. I am
not talking about the incorrect calls reflected on the bill instead what I
am talking of are the incorrect charges against those incoming calls.

Can you please refer the bill for my sim card number +91-9********* for
bill period 03.11.2013 to 02.12.2013 and answer the below query.

Query: I have been charged for a pack "ROAM PROMO (IC FREE) 75 RENT" for
period 12.11.2013 to 28.11.2013. So does this mean I wouldn't have been
charged for incoming calls while roaming during this period? . If not, what
is this pack for ?

I am a software engineer myself, so donot try to teach me of the server
synchronisation and basics, rather I request to please look why I am
charged for all incoming calls during 12.11.2013 till 17.11.2013 when the
aforesaid pack was subscribed by me on guidance from your customer care
executive for making incoming calls free during roaming. Please feel free
to give me a call if we still have a disconnect. But I want your reply on
this as soon as possible before approaching my legal advisor in this matter.

Thanks & Regards,
Aashish
+91-9*********
On 15 Dec 2013 11:31, "CORPORATECAREDEL (DEL-NE), Vodafone India" <
Corporatecare.[protected]@vodafone.com> wrote:

Dear Sir/Madame,

Thank you for your email dated 14.12.13 regarding the billing charges for
your mobile number.

We would like to inform you that the appended numbers in your e-mail
relate to our server numbers. The time duration mentioned in the bill
co-relates with the time monitored at our Switch.

Please be assured that we can never charge you for calls or SMS which are
not initiated on your SIM card, as our switch accurately monitors and
records the usage of each SIM card, thus ensuring complete security and
reliability.

As per the detail mentioned above, we regret to state that we would not be
able to reverse the charges for the genuine usage initiated from your SIM
card.

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


Happy to help,

Gaurav Rana

Vodafone Care

Contact numbers
Vodafone Care: 111 or +91- [protected]
Fax number: +91- [protected]
E-mail: corporatecare.[protected]@vodafone.com
Website: www.vodafone.in



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*Vodafone introduces My Vodafone app!*

Manage your Vodafone account on the go with this must-have app on your
> mobile phone. Whether it???s about paying your phone bill, recharging your
> Prepaid, tracking service requests, or simply subscribing to the best
> offers, this app will help you do everything on the move.
>
> *So, go ahead and download it for free on your smart phone now!** Visit
> http://m.vodafone.in/vfapp on your mobile
> browser.*
> -----Original Message-----
> From:[*********@gmail.com]
> Sent:Saturday, December 14, 2013 12:28 AM
> To:[corporatecare.[protected]@vodafone.com]
> Cc:[]
> Subject:Re: Vodafone E-Bill Query - Account No :5.26978.00.00.101777
>
> Hi Team,
>
> I am still to hear a response from you on my below query. Thus, it is
> sincerely requested from you to please provide your response on the same.
>
> Thanks & Regards,
> Aashish
> +91-9*********


> On 10 Dec 2013 14:23, "Aashish" wrote:
>
> >
> > Hi Team,
> >
> > Please see the email below that I received this month regarding the ebill
> > for my Vodafone mobile number +91-9********* for the bill period 03.112013
> > to 02.12.2013. I have a query regarding this bill and need your help in
> > understanding the charges under the head ???Roaming???. The charges that I want
> > an understanding for are for ???incoming??? and ???roaming call forward??? under
> > the head ???roaming???. I believe both of these charges are for the incoming
> > calls attended while roaming. Further, I feel these charges are
> > inappropriate in this bill as I already had subscribed for a pack ???ROAM
> > PROMO (IC FREE) 75 RENT??? (an amount has also been charged for this in this
> > bill) which I was conveyed, is meant for making the incoming calls charge
> > free while roaming across India. Please look into this issue urgently so
> > that I can arrive at an amount to pay against this bill.
> >
> > Thanks & Regards,
> > Aashish
> > +91-9*********