I bought a Vodafone
sim from Chandigarh( Vodafone Punjab
Circle) on or about 21 June 2010. The Mobile number is [protected]. I paid Rs.500/- and virtually immediately got a recharge amount of Rs.110/-and later on a further recharge of Rs.380/- Thus I had a prepaid amount of Rs.470/-.
I also own an Airtel Connection
from the Delhi Circle which I generally use in since I work in Delhi.
I visit my old aging mother in Chandigarh for a few days every month, and when I am there I get extended phone calls from my kith and kin in the UK and calls from my acquaintances in Chandigarh and Punjab. Therefore, I purchased the above connection from Vodafone
(Punjab Circle) basically for use when I am in Chandigarh to circumvent roaming charges on my Airtel Connection
I felt happy that I will save unnecessary expense on receiving calls on my Airtel connection
On the Vodafone connection
I activated DND, and also deactivated the Caller Tunes (provided by Vodafone
free for one month). On 19 Jul 2010 4:57:56 AM I got a sms confirmation from Vodafone
: “Hello! As your Request CRBT service has been deactivated on your Number. To activate send sms ACT CT to 144”
From 15th September 2010 till 27th October 2010, I went abroad, and locked the Vodafone
sim in my safe in Delhi. The sim was inactive during this period.
On31 Oct 2010 6:51:03 AM I received a sms from Vodafone
: “Hello! Apke number par chal rahi CALLER TUNE service ka monthly/daily shulk apke account se deduct kar liya gaya hai, Service to deactivate karne ke liye sms kejiye CAN CT 144”
When I saw the sms, on 31/10/2010, immediately I RESPONDED BY SENDING sms to 144 ( at 11:42:54 PM) stating CAN CT. Thereupon immediately received sms from 144 on 31 Oct 2010 11:43:24 PM: “We have received your request and the service will be deactivated within a maximum period of 4 hrs. Followed 31 Oct 2010 11:44:33 PM Hello! As per your request CBRT service has been deactivated on your Number. To activate send sms ACT CT to 144.
At the same time Rs.30 were deducted from my balance (69.24 reduced to 29.24 approx.)
I was in Delhi at the time, and called 111 and the Customer Care at Vodafone
Delhi directed me to call customer care in Punjab on [protected]. I complied and there spoke with a person who claimed his name as RAM. RAM claimed that I must have sent an sms requesting for the CT service, which I know is not true, he did not budge, and stated that the CT can be cancelled but the amount just charged cannot be refunded. I therefore requested that he put me through to his supervisor. He asked me to hold, which I did for a considerable period, but no one attended to me, and finally I had to abandon the call, and was informed that the waiting to be attended by the Supervisor who did not come on line cost me Rs24.00, reducing my balance further to Rs 5.29.
Immediately, I sent an email to vodafonecare.pun stating the above and adding “In July I requested yourselves to cancel all extra services for which any type of payment will be requested in future like caller tunes and missed calls etc. Despite cancelling, it seems, you have still been charging me for Caller Tunes, and possibly for other services which I do not require.”
On 2/11/2010, The response I got is: “We would like to inform you that, we are unable to process your request for the reversal for Vodafone
Caller tune service and Love guru alerts as both the services were activated after receiving your consent on the auto dialer which was sent to you on dated 21st August 2010 for Caller tune service and on 09/10/2010 for Love Guru alerts. and also regret to inform you that we are unable to provide reversal as we have not received any request from your side for the reversal of charges within 48 hours (from the date of deactivation of service activation). However we regret to inform you that we are not able to deactivate Love Guru alerts as we don't have any source available for deactivation so would like you to request you to Deactivate service from your handset by dialing *123*144#”
I immediately I wrote again to Vodafone
Stating: “I do not agree with your version. I cancelled the Caller Tunes even during the period that you were offering it for free for the first month, so why would I re-activate it? Regarding Love Guru, I could not have consented to it on 9/10/2010 in any case, because from 15/9/2010 to 27/10/2010, I was abroad in the UK, and I had left the Vodafone
sim in my safe in India. I am sure either there is an error on your part, by your electronic equipment/ and/or your server/computer or elsewhere by yourselves. Or is Vodafone India
simply indulging in unfair practices to make quick money? Whereas Vodafone
UK has a good reputation. I request that you supply me with the complete breakdown of the charges deducted from the time I purchased your Sim and subscribed to your service on or about 21/6/2010 to date. Meanwhile I confirm that I have deactivated Love Guru in the manner suggested by you. Please confirm that Caller Tunes is also deactivated, or do I need to send any further Deactivation code. I also assume subsequent to this email of yours I do not have any extra service running on my number. Please confirm so to me; and please do not send me any requests/alerts for any of your extra services, I do not need them. This has been a bad experience, and the amounts deducted from my balance are unjustified.”
On 3/11/2010 Vodafone
wrote to me: “On the basis of our previous conversation would like to reconfirm you that we are unable to provide your reversal for vas charges as service were activated after your consent” Vodafone
also completely ignored everything else I wanted replies to”
Immediately on 3/11/2010 I wrote again to Vodafone
: “I do not agree with your version, since I know it is not true. Kindly let me know the next level that I can take this matter up with.” And “As asked for in my email of 2/11/2010, I again request that you supply me with the complete breakdown of the charges deducted from the time I purchased your Sim and subscribed to your service on or about 21/6/2010 to date.”
I am a 70 year old man: not interested in anything else except for a simple connection so that I can contact other and they can contact. I do not need any Caller Tunes, no Love Guru or any other extras. On talking to other users, I understand that such Malpractices by telecom mobile service providers, Vodafone
, are not uncommon. Therefore, I have requested for a complete breakdown of the charges as stated above to find out what else has been deducted from my prepaid balance.
What shall I do? Do I need to take up the matter with the consumer court?