[Resolved]  Vodafone — Deficient Service

Hi

My name is Abhishek. My vodafone no is [protected]. I had got a corporate connection as iam working with Unisys and i have been given the plan details as Enterprise 199 FM CUG where my outgoing ISD charges are varied from Rs 6.40 to Rs 9.19. I got a call from Vodafone immediately after my connection got activated letting me know abt my connection. I had then specifically asked for a country called Slovenia (country code - 386) where i would be dialing frequently and was told that it would also be Rs 9.19. I also received a bill for the month ending May 2009 in which my call charges for the above said country reflected as Rs 9.91
per minute.

However now all of a sudden this morning I get a call from your credit team (a lady called Aliya [protected]) letting me know that the calls to the country code +386 would cost me Rs 45 per minute. When asked for more information as to why i was getting charged so much she bluntly asked to contact customer care for more information on this.

In this regard i feel cheated as it was not what was promised to me while taking the connection or while me getting briefed about my connection. I called up customer care in this regard and talked to few people (a lady called madhu, then another lady as i dont remember her name) who all promised me to transfer the call to their supervisor called Sarita and everytime i was put on hold for more than 10-15 minutes and later disconnected the call prompting me to dial customer care again. However was placed on hold and my call got disconnected again after making me wait for 10 mins and this made me impatient.

After this i decided call the credit team as i was getting nowhere.The people whom i spoke to in the credit team also did not know much about this issue and were not helpful at all in trying to resolve my concern and were very rude. The people whom i spoke to in the credit team were Aliya ([protected] who was very very rude) and then her superior called me and told her name was Preeti ([protected]) who also didnt help a bit other than giving me information that my charges are going to be Rs 45 per min and advising me to call customer care regarding any further clarification. I insisted with Preeti that i was charged Rs 9.19 in the bill ending May 2009 and she again told me she would not be able to do anything and said that this was going to be the charge (Rs 45 per minute) henceforth and also that before 3rd of June 2009 the charge for this country code (+386) was Rs 40 per min.

I called up vodafone again and spoke to Diwakar and the same thing repeated and was placed on hold for more than 20 mins after which i spoke to a person who called himself a Team leader and his name was Laxman. Laxman again put me on hold to check with the plan i was in and the cost i would incur for the calls made to that country. He too placed me on hold few times and then informed me that the charges would be Rs 10 per minute as it showed this in his system and apologized for the inconvenience caused and told me forget about what the people in credit team told me and that appropriate feedback would be given to the credit team. i thanked him for help and disconnected the call.

Again after 15 minutes Laxman called me and told me that whatever the credit team had told was correct and the information the customer care had was the wrong one as they in customer care dont have the updated information. This made me really upset as again i was left wondering whom to believe and whom not to and whom to contact to get my issue resolved. When i told Laxman about my previous bill he said that his system has a problem and he could not open my previous bill as he was getting a message 'Page Cannot Be Displayed on his computer'. He too asked me mail in my concern when asked for an authoritative person who could resolve my concern.

That is the reason iam writing this mail and i thought this would be my last option before i would file a compaint in consumer court with my previous bill amount where it clearly showed that i was charged Rs 9.19 for the calls made to country code +386. Morover the number i have been calling is another Vodafone number in Slovenia and iam not sure why Rs 45 should be charged to the consumers irrespective of the provider in that country. Also would like to bring to your notice that all providers like Airtel, Bsnl, Tata Indicom, Relience, Idea, Virgin and including your prepaid service in Vodafone also charge Rs 9.19 or Rs 10 per minute for the calls made to this country when only Vodafone Postpaid corporate customers get charged Rs 45 per minute.

Iam really not sure why this is the kind of service i get when I wanted to use a postpaid connection (for all of my life had been happy using a prepaid connection). Iam really dissappointed with the service i have so far got from Vodafone eventhough it has not been a month of me using your service and plan to move to consumer court seeking damages against the mental harassment and cheating i had to undergo and for the deficient service that was given to me by Vodafone. Hence i will wait for an appropriate response from an authoritative person in Vodafone before talking any further action.

Thanking you


Abhishek