Vodafone — Call centre executive problem and phone deactivation

A brief background on the incident(s): Ph no [protected]

1. An executive called up on 27th Dec 2008 saying bill has not been paid. The executive offered to send an executive to my address to have the money picked up. The executive was to come at 10:00 am on 28th Dec 2008 but failed to turn up. He finally gave a call at 12:30 pm saying that he would come at 04:00 pm. The executive failed to turn up again.

2. On 29th Dec 2008, I finally called him up and he came and collected the money. Shortly afterwards, I received a call asking for the bill payment. The executive asked for the receipt no which was promptly conveyed. The outgoing call facility was promptly debarred.

3. At 09:30 pm I called up the customer care and spoke to an executive named Manjunath regarding reactivation of the same. He said that after an executive collects money, it takes 24 hours for the same to be updated. I asked him that why am I being penalised for a fault of the executive who failed to turn up to collect the payment. He started talking of different modes of payments. I requested him if I could speak to anyone senior enough so that this could be escalated. He put me on hold twice (about 2-3 minutes each time) saying that all of them were busy. The problem anyways would still not be solved. I even asked him if they could call me whenever they are free to which I received a blatant refusal. He offered to give me an email id and said that I would receive a response in 24-48 hrs.

My questions are :-
a. If the executive who was to collect the money was at fault, why am I being penalised for this? Because of this, I wasn't able to make a call which has actually had a severe impact on my financial standing, the extent of which is unimaginable, well at least for me it is.
b. Why did Manjunath not transfer the call to anyone senior? Was it that there was no one present, or if they were present, they weren't confident enough to answer my queries?
c. What are the quality checks and control measures in place?
d. Who is the customer - me or Vodafone?