[Resolved]  Vodafone / Plan 2499 — Going back on promise made at the time of offering this plan to me.

Facts of the Case

1. I am having Vodafone number [protected] since it was Command and then rechristened to Hutch and then Vodafone for about 9 years. Prior to that I had [protected] since 1996 or so.
2. I am faithful and loyal customer of Vodafone
3. There is no delay payment since inception except on one or two occasion because of me on Holiday / Tour out of Calcutta.
4. During my tenure I have changed plans several time on the advise of Customer Care Executive. Ofcouse, decision to change was always mine.
5. On October 27, 2007 I changed to Present plan ? Plan 2499 of Vodafone where in following facilities was offered to me, also mentioned in the mail annexed herewith name :?Change of Plan ? [protected]? in the attachment.
?On discussion with Ms.Neha, your Customer Care Executive, I request to change my present plan to Rs.2, 4499/- plan where I have been offered all value added services free like 4000 minutes local call free to any phone M+LL, 2000 minutes free for STD to all phones M+LL, 5000 SMS free to any place in India besides all other value added service available at your end free like itemised billing, CLIP, Voice Mail, GPRS including surfing charges, missed call alerts etc. etc. I THEREFORE REQUEST YOU TO CHANGE MY PLAN IMMEDIATELY AND ALSO ENSURE THAT NO EXTRA BILLING IS CHARGED TO ME FOR SUCH CHANGEOVER. I AM DOING CHANGE OVER FOR REDUCING THE BILL AND NOT FOR INCREASING THE BILL. ?
6. At the time of opting this plan, I was given clear understanding that I will be charged at normal rate for any usage beyond 4000 minutes local call, 1000 minutes of STD Calls and 5000 SMS.
7. I was also informed that all value added services like Itemised Billing, CLIP, Voice Mail, GPRS surfing charges, Missed Call alerts etc. etc. will be free of charges to me.
8. All on a sudden, one day I got SMS that all concall charges will be charged at normal rates and I started receiving the bills for concall charges.
9. On my representation that Company can not suo moto make any changes in the plan which affects me financially adversely to me, besides the fact that any concall charges minutes utilization is well within overall limit of local 4000 minutes and STD 1000 minutes, Company reversed all charges.
10. However billing with concall charges continued and consistently I made them my stand clear that I should not be billed this charges which initially I was assured that matter will be looked into and later on I was told that they have made policy decision to charge concall charges at normal rates for every one.
11. I repeatedly informed them about my non acceptance of these charges by mail, verbal communications as well as SMS and gave them option to disconnect my connection if they don?t agree to my viewpoint, but I am not going to pay concall charges.
12. Now they have taken decision that they will continue to charge the concall charges and also If I don?t pay the dues then they will terminate my connection.

Query

13. I have specific query that the minutes utilized with two persons on concall will be treated as local minutes utilization or not?. E.g. If I talk 4 minutes with Mr. A & Mr. B in concall, will the 8 minutes (adding two times four minutes) will be treated as local minutes or not?.
14. Besides If Mr. A has made me a call ( I am recipient of the call) and I am making call to Mr. B and making conference with A & B for four minutes . How many minutes will be treated as local minutes and whether this call will be treated as Con Call.

I request you to kindly look in the matter and ensure that justice prevails and loyal customer like me are not harassed. It is not a matter of 100 to 200 rupees per month for payment of concall charges per month, which I can easily afford as in the past I had paid Rs.4000/- or even more per month for a long period. It is a matter of principle and ethics. Such a large multinational corporation can not dictate any terms as per their whim retrospectively in utter disregards to the promises made ? suo moto. If they decide, it should be for new customers taking such plan from the date decision is taken and making Customer aware of implication of this decision.

I am also attaching last mail received from Vodafone for your perusal and decision.

Rest of the in between mail / corrspondance etc. will be produced before you in case need arises.

Prayer

In the mean time I pray before your goodself to direct the Company not to disconnect / terminate my connection till
1) decision is taken from your end and
2) reply to my query mentioned above is given in this matter,
under intimation to me.

With regards
Ashok K.V.Shah

I have sent this mail to Ms. Dola - nodal officer, who has declined to do any thing in the matter citing TRAI Guideline.

I request you to kindly let me know, where I stand in the matter.