[Resolved]  Vodafone — Misinformation by CCA and overbilling

Address:

South Delhi, Delhi

Dear Sir,

My vodafone problem number is [protected] which is almost a 10 year old connection which has had no default payments

and any problems whatsoever from my end.

My customer care refference no. [REF:[protected]]

Everyone knows it was all over the media that Vodafone was offering free 3G trail for almost a month just a few

days back. I activated my 3G on my phone n the 16th of Marcg for which i came to know after calling that only the

3G connection came with no charges but actually there were data charges of 5paise per 10 kb which comes to almost

Rs. 5 per MB.
Well as a cautious customer at the time of activating my 3G i did ask the Customer care associate that how much

free data was I entitled to on my plan. So he said since i was paying Rs. 250 for my data plan on Vodafone Mobile

Connect I would be entitled to free 4GB o[censored]sage. I rechecked with him on this because from a long time I had been

paying Rs. 250 for 100MB of free data so he informed me that I was being upgraded to 4GB. I was happy to know this

and started testing the 3G connection with you tube etc and the speed was amazing. Just to be doubly sure about the

data on a tech call with vodafone a day or 2 later I enquired the CCA again in the 3G department that how much data

was I entitled to ....he again reassured me that I had a 4GB free plan for Rs. 250. So rest assured I started

testing my connection. A few days o[censored]sing it I got a call and sms from Vodafone that i was reaching my credit

limit (which is 10,000) I called up the billing section to ask them why was I reaching this credit limit ... so the

billing people said that there was no way they could inform me as updated data was not available with them. They

could not even tell me how much data had I used on my 3G. They said I would need to wait till the bill is being

generated. So i asked them that since I am on a 4GB plan I expect whatever data charges which were pretty High at

Rs. 5 per MB would be discounted...and since for 4GB i would require a credit limit of Rs. 20,000 by itself so I

put down a request for increasing my credit limit to 30,000. In all of this no one informed me that I dont have a

4GB plan but a 100MB plan.
I was being informed that since my credit limit was reaching i should deposit some cash in the account to avoid

disconnection. So i deposited Rs. 2000 as i was going on roaming and dint want to be troubled and expected my bill

to be within Rs.2000. Now that my bill is being generated I have a whooping bill of Rs. 5906 excluding the Rs. 2000

I deposited earlier which makes it Rs. 7906. out of which my data charges are initself more than Rs. 5000.
I have been trying to talk it with the customer care for the confusion and misinformation that I have recieved from

them but in Vain. Everytime I talk with them they tell me they will get back to me in 24-48 hours and get back to

me saying that my bill has been generated properly and there is no mistake and I should pay the amount. They are

not ready to consider the fact that I had been continously misinformed about my data plan. I have met some one

called Miss Tanu from the Nodal Officer's team and she was also getting back to me with the same thing that the

bill had been generated correctly and there was no record of this that I had asked the CCA about my billing plan. I

told them that they should my call on which i got my 3G activated. ... I clearly remember i it was a long call

which should have lasted almost 5 mins but in their record the call is only 20 seconds. I dont understand whats

going on in this company as I have heard from other friends about problems relating to 3G and miscommitments given

to them regarding that. The Nodal officer's team mate (in Okhla , Phase-2 New Delhi) has promised me on monday 25th

April that she would get my cal records checked and get back to me in 48 hours. and its been 3 days now and i still

dont get to hear from them and will have to follow them again and goto their office in Okhla and talk to them again

which may again go in vain and finally as an irrated customer and no where to go i will finally have to pay the

huge data charges because of a mere miscommunication of a badly handled customer care. I can not avoid the the

problem even by using number portability as even for that you need to clear your past bills before you go for

porting.

If they are reading this .. I request Vodafone again to please reverse my data charges charges levied and make a

fresh bill regarding that. I hope to have a better and a long lasting relationship with the company.

Regards
Prateek Khandelwal