Mar 25, 2017
Updated by Sagar Bangalore Issue Resolved:
Finally after a third time verification was arranged and the person came to my house, took copy of my ID card and photo of my house and said that the verification would be positive. Now the services are running smoothly.
My feedback & Suggestions to Vodafone India
The verification process can go both ways. The Address verification person could always blame the customer for not answering his calls and put a remark that the house was locked. The customer too could lie that nobody called. You need to have a foolproof system here. Many people have faced this issue (with other telecom companies as well) and have vented their frustrations on the public grievance websites (including me). In my case, nobody had called both the times and that led to disconnection of the service. Only during the third time, I got a call for the same. You could check my call logs. (As per law, if you require my consent for the same, you have my blessing :-). Just this small, but important formality did upset me and the connection was disconnected for 3 days. It is not the monetary loss, but with OTP system for banks, email, company VPN, it was like being on an island in the middle of an ocean. Believe me; it could be embarrassing to tell your boss that you could not login because of a negative address verification. The reason seemed made up instead of genuine. (That is exactly what happened to me, thanks to the address verification person!)
You cannot ask the customer to visit the store all the time. Some o[censored]s stay quite far away and commuting to the store for trivial issues is not reasonable. In my case, you wanted me to submit docs again as the call center could not find details while converting from prepaid to postpaid. However, after a detailed email, the needful was done without me visiting the store. Same story repeated when the verification was negative twice and I was asked to visit store again. Again, I had to write a heated email explaining my situation, after which the verification was arranged for third time, which was finally completed smoothly. Nevertheless, for the deposit amount the customer care did ask me to visit store. I explained to the person that there are four options while making payment online. Current bill amount, Total bill amount, Enter amount and Security deposit. Logically if I pay in the Security deposit link, it should take the amount as deposit right? However, the customer care person insisted I go to store in spite of telling him that the store is far away from home. In this age of 3G and 4G, it seems old fashioned and very inconvenient when there is an option online. (I have sent a query by email regarding this, but I have not got a resolution although an interaction raised – 17XXXXX34) I pay my bills online and I don’t understand what makes it so special that for security deposit I have to go to the store?
My intention is not to blame you and I sincerely hope you could avoid putting the customer through undesirable situation (like in my case) That is why I have taken this time to provide you with this feedback. I have used your services (prepaid) for a long time(when Hutch was still there), but things had never got this complicated before.
