Vodafone India — wrong commitment and after 1 month of communication they are telling this fraud

My vodafone number is +91 [protected].

On the 23rd oct 2017, i received a call from vodafone to upgrade my existing plan. They shared a good plan (Compared to my that time activated plan) to upgrade and asked to make advance payment for 12 months. As this was verbal communication with me. So, i asked them to share plan details on my registered email-id (I didn't shared email-id to them). After that call, i received exact plan details (Every plan detail was same as your team informed me on phone except data value, they informed 80gb per month whereas 40gb was mentioned in email) and payment method on my registered email id. After the email, they called me and i asked them to upgrade my plan as mentioned in the email i got (Note: i didn't asked to upgrade my plan over email or sms. I asked on the same call). And my plan was upgraded in sometime and then they called me to make the payment. After that i made the payment of inr 4999 to vodafone by paytm as mentioned in the email i received from vodafone team.in nov bill cycle my bill was generated of inr 1295.77. Then i complaint to 'corporatecare. [protected]@vodafone.com' (On 3rd nov 2017) regarding the bill and i also shared the case described above.

Note: before detailing the case further, i want to make a note that your 'corporate care' team is full o[censored]nprofessional and untrained people. They do not even read the mail content and the attachments shared within the email.

Following is the summary of conversations happened with vodafone team after 3rd nov 2017:
06-nov-2017:
Corporatecare. [protected]@vodafone.com: mobile number is not mentioned in the email. We request you to share the same.
[protected]@gmail.com: i shared my mobile number in the reply and also shared that my bill of 'inr 1295.77' is generated which is wrong and i will not pay this amount till my case gets resolve.

08-nov-2017:
[protected]@gmail.com: i sent a reminder that i am still waiting for the response/reply from vodafone.

09-nov-2017:
Corporatecare. [protected]@vodafone.com: shruti mishra replied that vodafone does not offer any yearly pack of inr 4999 and i don't why she asked me to share the tariff regarding mail again. Interaction number of this mail was [protected].
[protected]@gmail.com: i shared the email again to same email-chain and requested to resolve my case asap.

12-nov-2017:
Corporatecare. [protected]@vodafone.com: we would like to inform you that as per your concern we have checked your current tariff plan red 1999 unlimited is activated from dated 23-oct-17 also inform you that there is no rental for 12 months and you will get unlimited local, std and national roaming incoming/outgoing and 40gb data, 100 sms and 200 international calling. Interaction number of this mail was [protected].
[protected]@gmail.com: i shared all the requested information again and again requested to resolve my case asap.

13-nov-2017:
Corporatecare. [protected]@vodafone.com: the details of your new tariff plan red 1999 unlimited @0/- are attached here with for your reference. We would like to inform you, we are check this plan will be not charged for future 11 bill cycle if you use extra benefit more than tariff plan benefit this time you are charged for usage. We would like to inform you, we are activated on your number 10gb 3g-4g free 6 bill cycle with this tariff plan red 1999 unlimited same is activated 23-oct-2017. They also shared an spreadsheet with plan details. Interaction number of this mail was [protected].
[protected]@gmail.com: i didn't replied because i thought my case is resolved and i will not be charged from next bill cycle onward. And i also paid the inr 1296 as the bill of nov bill cycle.

Now, same thing happened in dec bill cycle as well. This time my bill amount is 'inr 2366.81'. I again sent my queries to vodafone team on 6th dec 2017. This time vodafone again replied that 'i'll not be charged for next 11 bill cycles until i use extra benefits from my pack'. Following is the lines i got from vodafone:

'we would like to inform you, we are check this plan will be not charged for future 11 bill cycle if you use extra benefit more than tariff plan benefit this time you are charged for usage.' interaction number [protected] for your future reference.

I checked my bill via ivr system and found that my pending bill is same inr 2366.81. I don't know how is this going to get resolve. That's why now i am contacting you if you can help somehow. This is a humble request to ask your unprofessional team to resolve this asap or do let me know if i have to contact government of india to escalate this further. And please make sure that this get resolve before the last date of bill submit. As i don't want my number to get suspend. Thank you in advance. I am hoping a quick and positive reply this time.

I also tried to communicate with nodal officer. However they are also unnecessarily trying to stretch this thread. I asked some queries to nodal team and they always reply some unrelated to my queries.
Nodal team even didn't checked the reply came from 'corporate support vodafone' team on 12th nov 2017, 13th nov 2017 and 09th dec 2017. 'corporate support vodafone' have clearly mentioned that this 1999 plan is active and i will not be charged for next 11 bill cycles. These reply came from 'corporatecare. [protected]@vodafone.com' email-id. And i hope this is a valid email-id as this was shared from vodafone customer-care to me.

Along with this, i had a call with the 'corporate care' team's member on 13th nov 2017. He clearly mentioned that this was a valid offer and same is activated on your number for next 11 months. He mentioned everything in his reply as well. You can check the call recording as well.

Please note that whatever i mentioned in my this complaint is enclosed as documents with complete communication happened til now.

I have also tried to contact appellate officer on 18th dec. However thy also did not responded to my email.

Following is the further communication happened with vodafone (After sending email to appellate officer) over different channels. Following are the details:
[18-dec-2017:] i called to 1909 and discussed my case with 'mr. Aqib ali'. He is senior customer executive in vodafone. He sincerely allowed me to describe my point and was listening me very calmly. I had a call with him for around 45 minutes. He checked all the emails sent to me from the 'corporate care' team and he also listened the 'call communication' happened between me and corporate team member and also agreed that the commitment was made to me. And he also registered a complaint on behalf of all the proofs that he got from vodafone system.

[19-dec-2017:] i received a call from vodafone and the senior executive's name was mr. Shudhanshu. He wondered me with his reply. He said that all the communication happened till now is a fraud and he or vodafone can not help. I had a healthy discussion with him. However he was not ready to listen my points. He was just saying that contact to police. And my question is, why should i contact to police? The leakage in vodafone's system. I never requested (Via any channel) to upgrade my plan. If one can access your system and can upgrade-offer/email on behalf of you. Then i don't think if this is my responsibility to contact cyber-fraud-team or police. Along with this, three members of 'corporate care' team have already responded (On different dates 12th nov 2017, 13th nov 2017 and 09th dec 2017, in fact one guy named ganesh communicated this on call and email as well to me) that my this offer is activated and i will not be charged for next 11 bill cycles. After listening all these things, mr. Shudanshu replied (I guess with a smile) that all communication from 'corporate care' team as well is a fraud and vodafone can't help. Please note that this was the second time i was talking to mr. Shudanshu. I really don't know, on which points he is saying that my communication of 23rd oct 2017 and all the later communication with 'corporate care delhi' team is fraud.

I am looking for the help as this is disturbing me mentally and financially both. If you can't help then just do me one favor that please share the channel to escalate my case to 'government of india'. Thank you in advance.

I am enclosing the following documents again for your reference:
1. All the communication happened in nov 2017 in 'nov2017communication. Zip'
2. All the communication happened in dec 2017 in 'dec2017communication. Zip'

Regards,
Mohit
+91 [protected]