[Resolved]  Vodafone — Legal notice and abusive calls

Address:

Mumbai City, Maharashtra

Vodafone has been harassing me for over 2 months now. Please read the mail chain below. The final straw is I received a legal notice today for intentionally not clearing my dues.

Dear Deepak,

I have received a legal notice today 7th November 2012, at 1.29pm for recovery of Rs. 2426.50 due by me. The letter is dated 9th October 2012. Attached is a scan of the same.

As I have mentioned earlier that I have no problems in paying any relevant usage related outstanding, I was waiting for you to respond to my query of including late payment charges in my bill. The payment in the past has not happened as I HAD NOT RECEIVED ANY OF THE BILLS. Please see the entire email chain below to understand the case history. I DO NOT WANT A CREDIT IN THE NEXT MONTHS CYCLE AS I DO NOT WANT TO CONTINUE WITH VODAFONE

I find the action taken by you withing 6 days of sending me an apology email (below) is grossly unfair and unjust given that VODAFONE team is irresponsive for months at end and extremely abusive (Please see details in email below). The legal notice says I have intentionally defaulted, but please see the history below before making such claims. If VODAFONE does not send bills to people, then why should people pay? If vodafone calls and abuses and threatens people, why should people not approach consumer complaint forums and police to report indecent behaviour and threats?

I DO NOT WANT TO CONTINUE WITH THE NUMBER AS MENTIONED TO YOU ON CALL AND NUMEROUS EMAIL WHICH SOMEHOW ESCAPES THE ENTIRES VODAFONE'S TEAM'S NOTICE. I DONT SEE WHY I HAVE TO BEAR THE COST OF VODAFONE ISSUES OF NOT SENDING BILLS AT ALL. IF YOU CHECK USAGE YOU WILL SEE THAT I HAVE NOT USED THE NUMBER AT ALL SINCE AUGUST 2012

Now that you have sent me a legal notice, I would like to know what action has been taken against your abusive employees. I would like a response on email about the same and an apology is not going to help.

All the names that are mentioned on the auto replies/legal notice; Sangita Rai, Rupesh Shetty NEVER answer calls! So please let me know who will be civil enough to answer calls so that I can discuss this with that person!

TILL I GET AN ACCEPTABLE RESPONSE FROM VODAFONE ABOUT THESE THINGS THAT HAVE BEEN DONE TO ME INCLUDING THE LEGAL NOTICE, IT SI UNFAIR AND UNJUST FOR YOU TO EXPECT ME TO PAY THE AMOUNT.

Once again, i repeat that I have no problems paying the amount related to my usage as long as VODAFONE gives me details of the split between my usage charges and any penalities (NOT MY FAULT.....VODAFONE DID NOT SEND ME BILLS FOR OVER 2 MONTHS) and the action taken against your abusive employees.

Sonal Shah
[protected]



Dear Ms. Shah,
Thank you for your email dated 30/09/12, regarding your Vodafone mobile number [protected].
Further to our conversation on [protected], we have updated your request for the Duplicate bill to be sent on the registered email id and the same will be sent within 48 hours.
We confirm the credit of Rs 300 towards the Late fee for bill dated 28/07/12 to 28/09/12. The credit will reflect in your bill dated 28/10/12 bill.
Ms. Shah, we thank you for your candid feedback and assure you that we have taken up the matter with the concerned department internally for necessary action.
We regret the inconvenience caused to you.
In order to disconnect the above number we request you to kindly revert to us for the same.
Ms. Shah, given below is the Service Request reference number; in case you need to check the status on your e-mail, you can share this number with us.
Service Request Number : [protected]
In case you need further assistance, please do call or email us. We’ll do our best to help you.

Happy to help,

Deepak Mirchandani

On Behalf of Appellate Authority

Contact numbers

For Enquiries : 111 or +91-[protected]

For Complaints / Requests : 198 (toll free)

Fax: +[protected]

E-mail : vodafonecare.[protected]@vodafone.com
Website : www.vodafone.in


From: Sonal Shah
Sent: Sunday, September 30, 2012 4:20:45 PM (UTC+05:30) Chennai, Kolkata, Mumbai, New Delhi
To: Rupesh Shetty (MUM); Zillah Vaz (MUM); Nodal Mum (MUM-NE); Appellate Mum (MUM-NE); Jacqueline Mundkur (MUM); Vodafonecare Mum (MUM)
Subject: No: [protected] - No resolution on complaints and abusive & threatning calls from Vodafone

Dear Mr. Shetty,



Inspite of having written to you (see trail mail), I did not receive a response. Unfortunately a lack of response from Vodafone has further deteriorated into abusive calls and that too on Sunday afternoon! In the last 1 week I have received calls from your recovery agents on 2 ocassions, details of which are below


1) Thursday: 27th September - Around 2pm from [protected] from a Meenal Inkar who said she was from the legal department. I have made innumerous requests on all the recovery calls that I have not received my bill and that please have my bill emailed to me. So far I have not received the bill. So when I got a call from Vodafone again, I very very politely refused to speak and said I will not pay the bill till I receive a copy of it. At this istance, Meenal got very condescending got very rude and used words like 'chup re tu', 'saali', 'tu jhoot bol rahi hai' and more profanities which I prefer not to put on mail at this stage. She even asked me to tell my parents and husband (who were with and and advising me on the issue) to 'shut up' and 'mooh band rakho'. It was at this juncture that I screamed back at her and she cut the call. I called back the same number which was answered by Shweta (who refused to give me her full name and the company + address she was calling from as it is against company policy to do so) I once again repeated the entire episode and she accused me of lying!

2) Today at 2.53pm i received a call from the number [protected] from a lady who spoke to me very firmly about paying the bill. When I refused to talk (please note that I have been answering all vodafone calls and indulging in conversations with all the extremely rude, ill manered people for over a month now!) she threatened to send her men to my house and then she would see what I would do. I then screamed at her for her behaviour and cut the call. She called back and I answered and again she threatned me and used foul language like 'kutti'



I then called the customer service, spoke to a Vijay who due to my insistence transferred the call to Sohail Sheikh (he said he was the floor incharge) and gave all the details of my issue to him. When he asked me the full names of the abusive callers I gave him the 2 names (Meenal and Shweta) who quite funnily said "only 2 calls?" He registered a complaint for me the ref no of which is [protected]



I currently have 2 vodafone numbers [protected] and [protected]. You will notice there have never been issues in payment of bills. In the past I have had a vodafone number [protected] for over 8 years and there has never been a problem on that either, However, in the case of [protected] (which is the 3G data stick), I am really tired with all the harassment. I am forced to consider going to TRAI and also the consumer forums to file a complaint.

Please note that I have refused to pay the outstanding bill ONLY because Vodafone HAS NOT sent me the bills.



When I first received a call requesting payment of bill in early September, I politely asked for the bill to be emailed to me. Since then no one has so far done so but suprising Vodafone has sent me a recovery email! I was told that my email address in Vodafone's records was sonal.s.[protected]@gmail.com which I told the agents calling me was wrong! They rudely told me that an incorrect email address in my problem and not Vodafone's and if I was interested in getting it corrected, I would have to do to the store. I refused to do so because the vodafone stores are extremely inefficient and have waiting for hours and in any case why should a customer waste her time for Vodfone's internal mistakes. Subsequently I received many calls and a polite Vodafone employee managed to get my email address corrected! Thats how you are able to send me a recovery email! Funnily thought Vodafone is still unable to email me bills!



Since the billing issue started, I have stopped using the 3G data stick and dongle completely. I am happy to have it cancelled but am unwilling to pay any dues whatsoever beyond what I have consumed. I am not going to pay for any late pyment, interest and monthly rental beyond what I have used Vodafone services for. I have also told all the peeple who have called me the same and they I told me that cancelling the stick is my problem and if I want to get it done I will have to go to the store. Once again, please explain the merit in doing this given this whole mess is due to Vodafone and not the customer.



At this stage I am unwilling to talk to anyone from Vodafone except for a senior person who knows how to talk to a human being atleast! I am fed up of being abused, having my husband abused, having being threatned for a measly Rs.2000! If at all I have a Vodafone person or anyone from its associates visting my house without resolving my complaint first and adequately responsing to this email, I will be unfortunately forced to go to the police for physical threats and intimidation to protect myself, my family and my property. I have to take this step as I have been told very clearly bythe lady in todays call 'main abhi tum ko dekh leti hoon'. I did mention to her that she can do what she feels like and I will be approaching the police for this issue.



I need not mention the mental harrassment and agony that Vodafone has been causing me. So far I have given Vodafone over 2 months to email me the bills but it hasn;t been done. In the 2 months I have received many phone calls and the last few being very abusive, insulting and threatining with women using language that you hear mostly in the slums!



Hope someone marked on this email will be kind enough to acknowledge this personally (and not an auto response),send me a written apology for the behaviour of Vodafone employees and associates and resolve this issue whithout causing more stress to me.



Regards,

Sonal Shah

+91 [protected]



On Tue, Sep 11, 2012 at 11:50 AM, Sonal Shah <sonal.s.[protected]@gmail.com> wrote:

Dear Mr. Rupesh Shetty,

I have received atleast 10 calls regarding an outstanding payment on my vodafone number [protected] and I have repeated to each one of the callers that I DO NOT RECEIVE ANY OF THE BILLS AT ALL. I have not received a single bill till date. The Email address that you have in your records is incorrect when it comes to sending bills but surprisingly correct when it comes to sending recovery related emails. Not one of your employees has bothered correcting my email address and sending me the bills inspite of repeated requests. You surely cannot expect a customer to go and wait at the extremely inefficient Vodafone stores for hours to rectify a mistake made by your employees.

I would like to let you know that Vodafone can feel free to disconnect my line and I will refrain from paying the bill till I receive a copy of the same which is my right! Trust you will see where I am coming from. Further I am not willing to pay any additional / overdue charges on account of Vodafone's inefficiency

Best Wishes,
A very disgruntled customer
Sonal Shah