Letter of Complaint
Dear Sir/Madame
I’m a new-customer in your worldwide Vodafone Company-Salt Lake City-Kolkata-India.
1- On Thursday, October 8, I activated a one-Week unlimited browsing & downloading Vodafone live Internet service via my SIM card number ([protected]) by paying in advance 152 Rupees (Rs).
2- On Thursday, October 15, @ 8:55 pm, I made a call to the Call Center (CC) informing about the Internet service deactivation time “Should I have to stop using that service now, or I’ve to go back to the same center I made the service in, or it will be automatically disconnected”. So, the CC- agent told me I don’t have to worry about, the service will be automatically disconnected.
3- According to the CC-agent feedback I continued using my service validation till it was automatically disconnected.
4- On Friday, October 16, 2009, @ 7:46 am, I got an SMS telling me that “my Vodafone Live pack is temporarily blocked due to insufficient balance. Pls, visit Ur nearest retailer and recharge to enjoy the service.”
5- Then, I checked out my balance and I was astonished: My balance was about 14 Rs but it became (-513.29 Rs).
6- Therefore, I went to the Vodafone Store informing about the matter. They told me I’ve to pay the full amount so as to be able to make outgoing call from my SIM card or I can buy 500 Rs scratch. So, I spent about 3hrs talking to them for clarifying to me what happened. Finally, they asked me to make a Letter of Complaint and I did.
7- On Friday, October 16, 2009, @ 5:08 pm, I received a call from a male Vodafone-agent (+[protected]) based on my complaint telling me that it was their mistake and they will refund me 382.5 Rs but I have to pay 144.8 Rs to get out the negative level or I have to wait until October 20, 2009, @ 4:33pm in order to get a feedback based on my complaint. I asked him “why I’ve to pay for a 100% Vodafone-made mistake?” He said: “We sent you an alerting SMS of the deactivation time, but you didn’t stop”. I told him that the only alerting SMS I received was on Friday, October 16, 2009, @ 7:46 am about 6hrs after the Internet service has been automatically disconnected. He answered “let me discuss this with my Senior and I’ll call you back”. Unfortunately, he didn’t call me back according to the time he promised.
8- On Friday, October 16, 2009, @ 6:32 pm, I called them back again, but this time I met a female Vodafone-agent telling me that I’ve to pay the 144.8 Rs because they sent me an alerting SMS and they don’t care about the time I received it.
9- On Friday, October 16, 2009, @ 7:08 pm, I called them back asking for clarification “why before I had to pay 513.29 Rs and now I’ve to pay 144.8 Rs for a mistake totally made by them?. And for what reason I get to wait 4 days with no ability to make outgoing call…!”. In addition, they promise to call me back, but no one cares that forces me to call them back myself. Finally, they promise to phone me back within 24hrs but I think they won’t.
10- On Friday, October 16, 2009, @ 7:52 pm I received an SMS from Vodafone telling “Rs. 382.5 has been credited in your A/C”.
I’m really fed up with this bad service because I know your Vodafone Company services is one of the worldwide best services but what I’m facing here is really terrible. Furthermore, I have 194.95 Rs PINless Dial credit, but they said I can’t use it too till my balance level get to the positive level and I lost about 40 Rs bonus in my card. Waiting 4 days in this condition will be so hard for me. So, I’m really planning to stop using your Vodafone SIM card and going back to Airtel the telecom company I was using before.
I would be grateful if you intervene to get me out of this nightmare as soon as possible.
Yours Faithfully
Abdelmoniem Omer Abdelmohsin
Vodafone Customer
EC-196- Salt Lake City-Kolkata-India
P.S: 1- A copy of a Letter of Complaint is attached.
2- For any additional information, please call me on my No. [protected]
Was this information helpful?
Post your Comment