[Resolved]  Vodafone — Overbilling / Lack of Customer Support

Address:

South Delhi, Delhi

I have been a regular user of Vodafone for the last 2 years. I have been paying my bills on time too and my average bill is about Rs. 2,000 – Rs. 3,000 per month.

On March 21, 2013, I received a bill from Vodafone amounting to Rs. 17,438.05. I was shocked on receiving a bill for that amount because neither have I made calls that substantiate that kind of amount, nor have I travelled internationally to incur any roaming costs.

On checking the bill, I discovered that I have been billed heavily for my internet usage, for which I already have a 3G pack from Vodafone. I understand there is a cap of 8GB per month, but the usage for which I have been billed is actually impossible to achieve. Let me explain:

Take a sample from the itemised bill:

09/03/13-19:06:02
VF Mobile Connect
16400
0
940
**
09/03/13-19:06:15
VF Mobile Connect
2050
0
940
**
09/03/13-19:06:16
VF Mobile Connect
16400
0
940
**
09/03/13-19:06:28
VF Mobile Connect
34840
0
940
**
09/03/13-19:06:56
VF Mobile Connect
16400
0
940
*

According to the above sample, in less than a minute (54 seconds), I have consumed 152MB of data – this would translate into a speed of 3 MB per second or 24 megabits per second. That is impossible.

There are several such instances in the bill, which I am sure if checked from Vodafone's end, they will realise that I have been overbilled erroneously.

I have sent them several emails requesting Vodafone to take a look into the matter and correct the bill to arrive at a quick and smooth resolution to ensure I can make my payment on time and avoid the late payment charges. I am unable to pay such a high amount, especially since I have not even consumed the items I am being billed for.

However, their customer service has not just been unhelpful, they have actually been cruel. I have been assigned a Relationship Manager who refuses to pick up my calls now.

I have sent them at least six emails, finally begging them to just give me a complaint number so I can follow-up with the Nodal Officer and the Appellate Authority, but they have not even issued me a complaint number, and EVERY SINGLE TIME their reply is standard and automated - you have been billed correctly, we have checked your usage.

Excuse me, but I can actually prove that it is IMPOSSIBLE to use 152 Megabytes of data in 54 seconds even on your 3G connection.

They have absolutely no intention of resolving the issue. I know eventually they are going to hire goons to harass me and send me legal notices through random lawyers to browbeat me into paying them the entire sum.

This is nothing but extortion and blackmail by Vodafone. Absolutely ridiculous customer service. I hope this gets heard or read by the right people.