Re: Postpaid mobile number
I am a subscriber of Vodafoneidea for the last 11 years with the above number.
As I was proceeding to USA on a five month holiday, I had contacted their Idea store [at the time it was Idea]
who advised me to keep the SIM in safe custody for six months, which I did on 10th March 2020. However,
due to the Covid situation I had to extend my stay. The safe custody would have been over by 10th Sep 2020.
However, on 10th October 2020, I received an invoice by email showing a credit balance and hence I assumed
that taking into account the situation the safe custody was extended automatically. However, on 10th November,
I received an email advising me that my account shows a credit balance and that it can be refunded. However,
as the balance was below Rs25.-- they will not issue a cheque.
I therefore contacted their store through a relative in India, who was advised that the mobile has been disconnected.
Immediately, I wrote to their customer care who advised me that the number can be taken as a new connection on my return to India.
On my return to India I contacted their Ministore at Althara Junction, Trivandrum on 1st Dec 2020. The counter staff
assured me that it will be reconnected in a couple of days. However, this did not happen despite their efforts.
They finally advised me through the counter staff on 7th Dec 2020 to go to your Vi Store at Vazhuthacaud,
Trivandrum and advised that it would be resolved soon. I proceeded to the Vazhuthacaud office and met the
counter staff who advised that they will try their best to resolve the issue and to contact him after two days. The situation
was not resolved when I contacted them after two days and was asked to contact again after another two days.
Finally, I lost my patience and asked to meet the Manager who explained that the number was disconnected
after 6 months and that they have asked their back end to try and rectify this. This was on Saturday, 12th Dec.
He finally advised me that I will have to wait for the expiry of 60 days from the date of disconnection
viz., 30th Dec 2020.
My complaint is that:
1] there was no intimation on the part of Vi that the number is being disconnected giving the customer a chance to
revive the number before the disconnection.
2] if there was no way to revive the number immediately on my return, why was I not advised so by your
customer care or by the stores and was left in suspense for more than 2 weeks.
3] what is the problem in reviving the number when the customer had a genuine reason for not using the mobile
for an extended period?
4] why was the connection not disconnected on 10th Sept 2020 on expiry of 6 months, if that is the rule? If that was
done the connection could have been restored on 10th Dec 2020!
5] why was the refund not processed on disconnection irrespective of the amount?
After I filed the complaint with their Appellate authority on Monday
14th Dec, the Manager called and advised that the number has been released and will be available in two days. On Wednesday, when I contacted him he has advised me to wait until 5pm on Saturday.
The issue has now been lingering for 3 weeks without a resolution.
Was this information helpful?
Post your Comment