Vodafone — Deficiency in Service- Causing Harrassment and Frustration

We are senior citzens and had taken family pack consisting of 3 connections.
We have been post paid customer to Vodafone for more than 2 decades.
Recently we been to Australia. While leaving for Australia on 21st Oct 2022, we had requested for IR pack of 28 days. Same day we received a msg that our request for 28 days IR pack has been processed.
Upon arrival in Australia, we found that there is no service though as per VI IR is already activated. We were not able to contact customer service/s however on 23rd Oct 22 we were able to connect VI thru wats up on the local network. VI executive/s as usual beating the bush around and kept saying that IR is already activated. We had to be serious on this and escalated the issue of non service. Finally with the help of back office and their technical team services could get activated only on 27th Oct.
Meanwile we received a bill for the period wherein IR pack was billed.
We spoke to the customer care and were informed that bill has been generated by default but start date for IR pack would be from the day service/s got activated. This means that start date for 28 days Ir pack will be reconed from 28th Oct and last till 25th Nov 22. So we made the payment of full amount.
To our surprise and shock this never lasted till 25th Nov 2022 and IR pack services got suspended on 18th Nov 2022. We being senior citizens were deprived of services for which VI already received payment.
We had lodged our serious complaints thru Wats ups and emails but VI kept beating the bush around. As we didnot want to be disconnected with our near and dears back in India, we kept extending the IR packs.
We have been charged for no serviec/s from 22nd Oct to 28th Oct, 11th Nov to 19th Nov 22.
Finally we returned to India on 6th Jan 2023. Services to our family packs were suspended pending resolution to our issue/s and grievances. As and when we called customer care/Nodal officer dept we were assured that resolution will be provided.
On 16th Jan2023, we were informed that on account of our grievances, VI has waived some amount and asked us to pay. We made the payment under protest so that we can avail services. The charges which has been waived/reduced are unilateral and arbitrary. There has been serious lapses and deficiency in service. this has caused not only the harrassment but frustration to senior citizens. We are ofcouse entitled for reasonable compensation from VI having caused frustrations, harrassment and deficiency in services.
It will not be out of place to submit that we have all the communications in black and white to the above effect and we would strongly advise VI to go thru all the communications to understand the pain and frustration we had to undergo.
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