[Resolved]  Vodafone Essar Mobile Services Ltd. — Harassment in change on ownership and billing address

Hi,

This is with regards to the harassment I have been facing at Vodafone Customer Care Center Faridabad. Following are my issues with Vodafone Customer Care representatives at NIT (near Municipal Corporation of Faridabad), Faridabad.

• I visited the Vodafone center for getting billing address and ownership changed and I was NOT given the complete information in my first visit;
• There were different versions given to me by different representatives at the same center. It seems Vodafone does not follow the standard process;
• Some representative is accepting household cooking gas connection book as address proof; some other denies it;
• I was not told in the beginning about the value of stamp paper should be used to get the rent agreement that was acceptable by Vodafone. Surprisingly, Government Bank accepts the rent agreement to change my house address but not Vodafone.
• The representatives possess the attitude of harassing the customer. They lack empathy;
• Who will pay up the cost of this 23 months long harassment and the time and efforts I have invested to get this simple task done???
• On this Vodafone center, there are seven (7) customer service counters and hardly, I saw more than 3 or 4 representatives serving the customers whenever I visited there. This results in huge waiting time for the customers.

Background of this complaint:
• I am using [protected] since Jan 2004 and this no. is under Company owned-individually paid status. I have got this no. from my previous company (Rapidigm India Ltd.) in Nov 2006. Since then I am using this no. and paying for it on regular basis.

• Since my Voter ID and Passport both bear address of my permanent house which is out of Faridabad, so I was told that I can produce a copy of ‘house hold cooking gas connection’ or ‘rent agreement’ will serve as address proof. I got arranged the rent agreement on stamp-paper of Rs.10/- and got it notarized by the notary in Faridabad court. I also got the NOC from my previous employer. At last, the Vodafone Customer Care representatives

• Important to note that my previous employer Rapidigm India Ltd. was taken over by Fujitsu Consulting India Ltd. and hence the name was change from Rapidigm India Ltd. to Fujitsu Consulting India Ltd. I was issued the NOC on Fujitsu’s letter head and it clearly states that Fujitsu consulting (formerly known as Rapidigm India  please refer the attached scanned copy of NOC).

• Neeraj and Deepak also refused to accept the copy of rent agreement and mentioned on Rs.10/- stamp paper is not acceptable and it should be of the denomination of Rs.50/- or above. And NOC was rejected by them as it was not stamped by my previous employer. They reviewed other documents and suggested that I should give them a copy of my passbook of any government bank.

• I got the NOC stamped again and carried the passbook with me to the same Vodafone Care Center on 3rd Apr 2010 and then I was told the NOC should be issued on the letter head of Rapidigm not that of Fujitsu by Neeraj. I tried to convince him that in case of companies’ mergers, all the contractual obligations are transferred to the new entity and moreover the NOC is mentioning the old name of the company also. But I was told that nothing can be done. Important to note that all the original documents including the PAN card was checked one representative namely Swati.


For the entire issue I have registered my complaints on 111 and the complaints nos. are:
• On 24th Mar 2010  Complaint nos. [protected] and [protected]
• On 2nd April 2010  Spoke to Ms. Deepa on corporate helpdesk phone no., since my no. is owned by Corporate; as advised by Vodafone care (111) on phone.

Now, I feel harassed by Vodafone representatives namely Neeraj, Deepak Swati and Jatinder at NIT, Faridabad Center. It seems they work on their whims and fancies rather than trying to help the customers by following policies.

There should be written policy available on Vodafone or TRAI website on process of changing the ownership and billing address.

Attachments: Copy of NOC; Copy of PAN Card and govt bank passbook; Copy of first page of rent agreement.

With regards

Kumar Archit
Cell: +91-[protected]
Email: [protected]@yahoo.com