[Resolved] Vodafone — Pathetic Customer Service
Mumbai, Maharashtra, India
Current Vodafone Number: [protected]
Alternate Number: [protected]
I am a Vodafone subscriber since 1998 and had also been an Assistant Manager @ HTMT Mumbai for Vodafone process (2005 to 2007).
The never ending belief and trust on the product had made me stick to Orange, then Hutch and now Vodafone.
Being a part of operation while I was in HTMT, I myself valued its working ethics.
I switched onto a blackberry phone 2 months before and therefore started the Prepaid Blackberry Plan of Rs.399/month, so as to get the Blackberry Internet Service and BBM.
It all worked amazingly well for a month's time, however once the subscription ended (without any service alert sms) since I wanted to keep on using the service, I sent the 1 day subscription SMS (BIS15 to 144).
The BIS got active however I was charged 0.10 paise unlimited times as a browsing charge and so I called up Customer Service 111.
Executive: These are browsing charges for Vodafone Live.
Me: I am on BIS and my web browsing is free.
Executive: U might have some settings issue, please visit the vodafone gallery.
Me: Asked for an escalation to the Floor Manager.
Executive: Kept on Hold for 21 mins and later denied Escalation claiming No Manager available.
Me: Post several request call was escalated to Charu Sheela (A Team Leader).
Charu Sheela: Sir your charges are due to Vodafone live usage.
Me: I am on BIS and my browsing is free and moreover I only use Facebook and Whatsapp on my Blackberry Phone.
Charu Sheela: Whatsapp is a 3rd Party product and so you are charged for using Whatsapp.
Me: I accepted her solution but requested her to give me solution for not charging me on using Whatsapp for the last 30 days.
Charu Sheela: Could not answer.
Me: Asked an escalation to an authority above her.
Charu Sheela: Agreed to escalate the call to Shahbaz (Floor Manager) and so kept me on hold for 38 mins but call was disconnected without anyone answering my call.
........ No callback for the disconnection ........
I called up again from my another number ([protected]) and asked for an escalation to which my call was escalated to Suhas (Floor Support)..... On continuously requesting my call to be handed over to Charu Sheela, I was informed that Charu Sheela is not available.
Me: Asked for an escalation to the manager.
Sujay: Agreed to transfer the call to the Floor Manager Shahbaz ..... Kept on hold for 53 mins and call was disconnected .....
........ Once again no call back for the disconnection.
I called up once again and asked for an escalation to which my call was escalated once again to Suhas (Floor Support) and he denied any discussion from his end.....
On continuously requesting my call to be handed over to Charu Sheela, I was connected to Charu Sheela and she very cunningly replied back that the call was disconnected from my end since they don't have any source of disconnection (I have worked on Avaya IP phones)
Me: Asked for an escalation to the manager and got connected to Vijay Verma, who noted down my complaint (Complaint Number not provided) and assured me necessary actions within 48 hours of time.
Its been over 4 days now and there is no action whatsoever..... the deductions are happening as it use to happen a week back ....
I called up 111 today to know the update on my complaint to which the executive asked me the complaint number which I didn't have and so I asked for an escalation to Vijay Verma ..... Executive Kept me on hold for over 47 mins and disconnected my call .....
Has Vodafone permitting their Managers to disconnected customer calls when there is no solution ????? Because during Hutch times call disconnection was a crime and it lead to the termination of such culprits.
Action Awaited .....
Complaint marked as Resolved 2016-12-02 22:47:05
Verified SupportVodafone India Customer Care's response Aug 16, 2012
Please share your contact number with us here http://bit.ly/NI8NOB and we will get back to you with assistance.
Vodafone Customer Care.
Verified SupportVodafone India Customer Care's response Oct 04, 2012
We wish to inform you that you were charged for usage on Vodafone Live. Please visit your nearest Vodafone Store to delete the Vodafone Live setting from your handset and avoid further balance deduction.
Vodafone Customer Care, Mumbai.
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