[Resolved]  Vodafone — Refund - for Failed Online Recharge [REF:[protected]]

Address:

Punjab

I made online recharge on Nov-01-2010, It got failed for some reason and i was told that money will be refunded within 5 working days.
After 5 days I wrote to customer care with the transaction details, and what they are stuck is asking me my creditCard details telling me without these details they cant even check the status of the refund. I dont want to give my creditCard details because this is a sensitive personal information.
Here is a thread of conversation with them, which even includes a reply from their nodal officer. "Communication is just stuck on one thing "WE NEED CREDIT CARD DETAILS".

I dont know why the hell they are having a trasactionID, if they cannot track using that ID. Either there is a problem in the company IT system or its a problem with the training to these customer care executives.

Not sure is still anyone is going to look into my complaint or not.

////////////////////////////////////////////////////////////////////////////////...⇄



From: Vikram Bains
Sent: Wednesday, November 10, 2010 10:28 PM
To: [protected]@gmail.com
Subject: Refund - for Failed Online Recharge [REF:[protected]]


Dear Mr.abc

Thank you for your email dated 11/11/2010 regarding mobile number [protected]

We would like to inform you that , as confirmed by you on your previous correspondence with Vodafone care the online recharge which you have made got failed basis which scan copy of your Bank statement is required so that we can check whether the recharge amount which was debited from your bank account has been reversed or not.

The docket number for your future correspondence is[protected].

We hope, we have been able to resolve your concern to your satisfaction. However, in case you need further assistance, do call or email us. We'll do our best to help you.

Happy to help,




Vikram Bains
Nodal Officer

Contact numbers
Vodafone Care : 111 or +91- [protected]
For complaints/requests : 198 (toll free)
Nodal Number : +91- [protected]
(Available between 9:30 a.m. to 6 p.m. Monday to Friday)
Fax number : +91- [protected]
E-mail : vikram.[protected]@vodafone.com
Website : www.vodafone.in






---- Original Message ----
From:
Sent: 11-Nov-2010 7:33:37
To: vikram.[protected]@vodafone.com
Subject: Re: Refund - for Failed Online Recharge


Hi Vikram
Could you please look into the following email?
I would like to reiterate why you guys cannot track the transaction based on the (TransactionID, Mobile Number and the Amount)? And why is your customer care executive asking me my credit card details without which he donb to track any payment status in your system.


Thanks
abc


From: Vodafone Care
Sent: Wednesday, November 10, 2010 2:53 AM
To: @gmail.com
Subject: Re: Refund - for Failed Online Recharge [REF:[protected]]

Dear Mr. Nanda,

Thank you for your email dated 10/11/10 regarding Mobile number [protected]

On the basis of our previous conversation would like to reconfirm you that we need a scan copy of bank statement so that we can send it to our concern department for validation.

However would like to confirm you that you can E-mail at mailto:%20vikram.[protected]@vodafone.com Or call at Nodal Number : +91- [protected]
(Available between 9:30 a.m. to 6 p.m. Monday to Friday)

Would also like to confirm you that if transaction got unsuccessful then amount will automatically reversed to your account within 5 working days so your are requested to check your account details once.


The docket number for your future correspondence is[protected]

We hope, we have been able to resolve your concern to your satisfaction. However, in case you need further assistance, do call or email us. We'll do our best to help you.

Happy to help,


Vodafone Care

Contact numbers
Vodafone Care : 111 or +91-[protected]
For complaints/requests : 198 (toll free)
Fax number : +91-[protected]
E-mail : vodafonecare.[protected]@vodafone.com
Website : www.vodafone.in





---- Original Message ----
From: @gmail.com
Sent: 10-Nov-2010 14:04:01
To: vodafonecare.[protected]@vodafone.com
Subject: Re: Refund - for Failed Online Recharge

Next level of contact please.



Thanks
abc

From: Vodafone Care
Sent: Wednesday, November 10, 2010 12:14 AM
To: @gmail.com
Subject: Re: Refund - for Failed Online Recharge [REF:[protected]]

Dear Mr. Nanda,

Thank you for your email dated 10/11/10 regarding your mobile number [protected].

We would like to inform you that, we need to have the scan copy of the bank statement from which amount of Rs 555 has been debited, so that we can further expedite the concern.

The docket number for future correspondence is[protected].

We hope, we have been able to resolve your concern to your satisfaction. However, in case you need further assistance, do call or email us. We'll do our best to help you.

Happy to help,


Vodafone Care

Contact numbers
Vodafone Care : 111 or +91-[protected]
For complaints/requests : 198 (toll free)
Fax number : +91-[protected]
E-mail : vodafonecare.[protected]@vodafone.com
Website : www.vodafone.in





---- Original Message ----
From:
Sent: 10-Nov-2010 13:07:45
To: vodafonecare.[protected]@vodafone.com
Subject: Re: Refund - for Failed Online Recharge

What do you mean by *"there is no record for the same in our system"* ?
I am providing you the transaction number which when I put it on your
website I am getting that this transaction failed and needs to be refunded.

I am not going to send you any of my personal information (the one you are
requesting). You should be able to trace the transaction from the
information already provided.

Please provide me the next level of escalation if you still need the credit
card statement.


Thanks
abc



On Tue, Nov 9, 2010 at 10:27 PM, Vodafone Care <
vodafonecare.[protected]@vodafone.com> wrote:

> Dear Sir/Madam,
>
> Thank you for your email dated 09/11/10 regarding Mobile number [protected]
>
> On the basis of our previous conversation would like to reconfirm you that
> we need a scan copy of bank statement so that we can send it to our concern
> department for validation as there is no record for the same in our system.
> So you are requested to send scan copy of bank statement as early as
> possible to expedite further.
>
> The docket number for your future correspondence is[protected]
>
> We hope, we have been able to resolve your concern to your satisfaction.
> However, in case you need further assistance, do call or email us. We'll do
> our best to help you.
>
> Happy to help,
>
>
> Vodafone Care
>
> Contact numbers
> Vodafone Care : 111 or +91-[protected]
> For complaints/requests : 198 (toll free)
> Fax number : +91-[protected]
> E-mail :
> vodafonecare.[protected]@vodafone.com
> Website : www.vodafone.in
>
>
>
fromabc Nanda
tovodafonecare.[protected]@vodafone.com
dateTue, Nov 9, 2010 at 7:02 PMsubjectRe: Refund - for Failed Online
Recharge [REF:[protected]]mailed-bygmail.com
hide details 7:02 PM (4 hours ago)


Instead of asking personal details like my Credit Card Account why don't you
check your system?
You should know if the payment is reversed or not given the following
information.


TransactionId: *MCIT[protected]
*Mobile*: [protected]*
Dated : 01/11/2010
Amount: 555

I checked my credit card account today and it does not show any reversal of
the payment. (555 was debited on Nov[protected].
Its better you check your system before writing a reply and let me know when
will the amount be credited back.


Thanks
abc
- Hide quoted text -





On Mon, Nov 8, 2010 at 4:58 AM, Vodafone Care <vodafonecare.[protected]@vodafone.com
> wrote:

> Dear Sir/Madam,
>
> Thank you for your email dated 08/11/10 regarding mobile number [protected]
>
> You are requested to check your account details once if in case still
> amount not reversed we need to have the scan copy of the bank statement
> from which amount of Rs 555 has been debited, so that we can further
> expedite the concern. Would also like to confirm you that if transaction got
> unsuccessful then amount will automatically reversed to your account within
> 5 working days
>
> The docket number for your future correspondence is[protected]
>
> We hope, we have been able to resolve your concern to your satisfaction.
> However, in case you need further assistance, do call or email us. We'll do
> our best to help you.
>
> Happy to help,
>
>
> Vodafone Care
>
> Contact numbers
> Vodafone Care : 111 or +91-[protected]
> For complaints/requests : 198 (toll free)
> Fax number : +91-[protected]
> E-mail :
> vodafonecare.[protected]@vodafone.com
> Website : www.vodafone.in
>
>
>
> ---- Original Message ----
> From:
> Sent: 08-Nov-2010 13:06:16
> To: vodafonecare.[protected]@vodafone.com
> Subject: Refund - for Failed Online Recharge
>
> Hi,
> Could you please check the refund status for the following failed
> transaction?
>
> TransactionId: *MCIT[protected]
> *Mobile*: [protected]*
> Dated : 01/11/2010
> Amount: 555
>
> Amount should have been credited back to my credit card within five days.
> Please do the needful.
>
> Thanks
> abc
>



Dear Mr.abc

Thank you for your email dated 11/11/2010 regarding mobile number [protected]

We would like to inform you that , as confirmed by you on your previous correspondence with Vodafone care the online recharge which you have made got failed basis which scan copy of your Bank statement is required so that we can check whether the recharge amount which was debited from your bank account has been reversed or not.

The docket number for your future correspondence is[protected].

We hope, we have been able to resolve your concern to your satisfaction. However, in case you need further assistance, do call or email us. We'll do our best to help you.

Happy to help,




Vikram Bains
Nodal Officer

Contact numbers
Vodafone Care : 111 or +91- [protected]
For complaints/requests : 198 (toll free)
Nodal Number : +91- [protected]
(Available between 9:30 a.m. to 6 p.m. Monday to Friday)
Fax number : +91- [protected]
E-mail : vikram.[protected]@vodafone.com
Website : www.vodafone.in






---- Original Message ----
From:
Sent: 11-Nov-2010 7:33:37
To: vikram.[protected]@vodafone.com
Subject: Re: Refund - for Failed Online Recharge


Hi Vikram
Could you please look into the following email?
I would like to reiterate why you guys cannot track the transaction based on the (TransactionID, Mobile Number and the Amount)? And why is your customer care executive asking me my credit card details without which he donb to track any payment status in your system.


Thanks
abc


From: Vodafone Care
Sent: Wednesday, November 10, 2010 2:53 AM
To: @gmail.com
Subject: Re: Refund - for Failed Online Recharge [REF:[protected]]

Dear Mr. def,

Thank you for your email dated 10/11/10 regarding Mobile number [protected]

On the basis of our previous conversation would like to reconfirm you that we need a scan copy of bank statement so that we can send it to our concern department for validation.

However would like to confirm you that you can E-mail at mailto:%20vikram.[protected]@vodafone.com Or call at Nodal Number : +91- [protected]
(Available between 9:30 a.m. to 6 p.m. Monday to Friday)

Would also like to confirm you that if transaction got unsuccessful then amount will automatically reversed to your account within 5 working days so your are requested to check your account details once.


The docket number for your future correspondence is[protected]

We hope, we have been able to resolve your concern to your satisfaction. However, in case you need further assistance, do call or email us. We'll do our best to help you.

Happy to help,


Vodafone Care

Contact numbers
Vodafone Care : 111 or +91-[protected]
For complaints/requests : 198 (toll free)
Fax number : +91-[protected]
E-mail : vodafonecare.[protected]@vodafone.com
Website : www.vodafone.in





---- Original Message ----
From: @gmail.com
Sent: 10-Nov-2010 14:04:01
To: vodafonecare.[protected]@vodafone.com
Subject: Re: Refund - for Failed Online Recharge

Next level of contact please.



Thanks
abc

From: Vodafone Care
Sent: Wednesday, November 10, 2010 12:14 AM
To: @gmail.com
Subject: Re: Refund - for Failed Online Recharge [REF:[protected]]

Dear Mr. def,

Thank you for your email dated 10/11/10 regarding your mobile number [protected].

We would like to inform you that, we need to have the scan copy of the bank statement from which amount of Rs 555 has been debited, so that we can further expedite the concern.

The docket number for future correspondence is[protected].

We hope, we have been able to resolve your concern to your satisfaction. However, in case you need further assistance, do call or email us. We'll do our best to help you.

Happy to help,


Vodafone Care

Contact numbers
Vodafone Care : 111 or +91-[protected]
For complaints/requests : 198 (toll free)
Fax number : +91-[protected]
E-mail : vodafonecare.[protected]@vodafone.com
Website : www.vodafone.in





---- Original Message ----
From:
Sent: 10-Nov-2010 13:07:45
To: vodafonecare.[protected]@vodafone.com
Subject: Re: Refund - for Failed Online Recharge

What do you mean by *"there is no record for the same in our system"* ?
I am providing you the transaction number which when I put it on your
website I am getting that this transaction failed and needs to be refunded.

I am not going to send you any of my personal information (the one you are
requesting). You should be able to trace the transaction from the
information already provided.

Please provide me the next level of escalation if you still need the credit
card statement.


Thanks
abc



On Tue, Nov 9, 2010 at 10:27 PM, Vodafone Care <
vodafonecare.[protected]@vodafone.com> wrote:

> Dear Sir/Madam,
>
> Thank you for your email dated 09/11/10 regarding Mobile number [protected]
>
> On the basis of our previous conversation would like to reconfirm you that
> we need a scan copy of bank statement so that we can send it to our concern
> department for validation as there is no record for the same in our system.
> So you are requested to send scan copy of bank statement as early as
> possible to expedite further.
>
> The docket number for your future correspondence is[protected]
>
> We hope, we have been able to resolve your concern to your satisfaction.
> However, in case you need further assistance, do call or email us. We'll do
> our best to help you.
>
> Happy to help,
>
>
> Vodafone Care
>
> Contact numbers
> Vodafone Care : 111 or +91-[protected]
> For complaints/requests : 198 (toll free)
> Fax number : +91-[protected]
> E-mail :
> vodafonecare.[protected]@vodafone.com
> Website : www.vodafone.in
>
>
>
fromabc def
tovodafonecare.[protected]@vodafone.com
dateTue, Nov 9, 2010 at 7:02 PMsubjectRe: Refund - for Failed Online
Recharge [REF:[protected]]mailed-bygmail.com
hide details 7:02 PM (4 hours ago)


Instead of asking personal details like my Credit Card Account why don't you
check your system?
You should know if the payment is reversed or not given the following
information.


TransactionId: *MCIT[protected]
*Mobile*: [protected]*
Dated : 01/11/2010
Amount: 555

I checked my credit card account today and it does not show any reversal of
the payment. (555 was debited on Nov[protected].
Its better you check your system before writing a reply and let me know when
will the amount be credited back.


Thanks
abc
- Hide quoted text -





On Mon, Nov 8, 2010 at 4:58 AM, Vodafone Care <vodafonecare.[protected]@vodafone.com
> wrote:

> Dear Sir/Madam,
>
> Thank you for your email dated 08/11/10 regarding mobile number [protected]
>
> You are requested to check your account details once if in case still
> amount not reversed we need to have the scan copy of the bank statement
> from which amount of Rs 555 has been debited, so that we can further
> expedite the concern. Would also like to confirm you that if transaction got
> unsuccessful then amount will automatically reversed to your account within
> 5 working days
>
> The docket number for your future correspondence is[protected]
>
> We hope, we have been able to resolve your concern to your satisfaction.
> However, in case you need further assistance, do call or email us. We'll do
> our best to help you.
>
> Happy to help,
>
>
> Vodafone Care
>
> Contact numbers
> Vodafone Care : 111 or +91-[protected]
> For complaints/requests : 198 (toll free)
> Fax number : +91-[protected]
> E-mail :
> vodafonecare.[protected]@vodafone.com
> Website : www.vodafone.in
>
>
>
> ---- Original Message ----
> From:
> Sent: 08-Nov-2010 13:06:16
> To: vodafonecare.[protected]@vodafone.com
> Subject: Refund - for Failed Online Recharge
>
> Hi,
> Could you please check the refund status for the following failed
> transaction?
>
> TransactionId: *MCIT[protected]
> *Mobile*: [protected]*
> Dated : 01/11/2010
> Amount: 555
>
> Amount should have been credited back to my credit card within five days.
> Please do the needful.
>
> Thanks
> abc
>