Vodafone India — Deactivation of Sim without notice

Vishnu A Raj

from Chennai, Tamil Nadu

Address:

600017

I have been using the prepaid mobile number[protected] for over 16 years.

On 07 Feb 2017 I got a call, from one Vodafone representative Mr.Deepak (mobile[protected] asking to change to postpaid to avail lot of benefits like free minutes and call rates at 30 paise / minute thereafter. It was agreed to convert to post paid plan of Rs.199. Accordingly he had sent his representative for document collection who had got my signature on application form and collected Photo and copy of my Aadhar Card.

On 13 Feb 2017, Mr.Deepak insisted on my Voter ID the same was sent via Watsapp as per his request to the same number[protected]. The same had been acknowledged by him.

On 16 Feb 2017, the old sim was no longer in use and the new postpaid sim was activated.

On 18 Feb 2017, one Mr.Saran came to the residence for verification who told that i had chosen plan 499 to which i affirmed in the negative and said the chosen plan was 199.

On 21 Feb 2017, i was not able to make any outgoing calls due to call barring activated on my number.
I lodged a complaint with customer care (complaint no.[protected] and i was told by one Ms. Swathi that the address verification was marked negative due to plan change. Subsequently the complaint was resolved and i was able to make outgoing calls.

On 22 Feb 2017, i received a call from customer care confirming that my plan was changed to 199.

On 23 Feb 2017 again outgoing calls were barred and i was not able to make any calls. I had made two complaints the same day (complaint no.[protected] & complaint no.[protected] which were not resolved.

On 25 Feb 2017, my sim was deactivated without notice.

On 27 Feb 2017, i visited the Vodafone office in T.Nagar, Chennai but the issue was not resolved.

There is no intimation of any kind from Vodafone regarding deactivation of sim that i had been using for over 16 years, despite the fact that I had provided alternate contact number.

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Vodafone India customer support has been notified about the posted complaint.

May 22, 2017

Updated by Vishnu A Raj Got a mail on 10 May 2017, stating the reason that sim was deactivated due to verification related issue, not giving exact details for deactivation. The mails is as below

Hello Vishnu,

Thank you for contacting Vodafone.

My name is Saranya and I will update you on your concern raised about the service for your Vodafone mobile number.

As already discussed, I regret to inform you that your Vodafone mobile number has been deactivated due to verification related issue and I apologies for the difficulty caused to you in this regard.

However to reactivate your Vodafone mobile number, would request you to visit our Vodafone store located at T-Nagar and submit copies of the documents mentioned below:

· Customer Information Form (available at any of your nearest Vodafone).
· Self-attested Proof of Address (not more than 3 months old).
· Self-attested Proof of Identity (must be valid and must include a photo)
· 1 recent passport size colour photograph
Also, would request you to help us with your convenient date and time to visit the store for us to coordinate with the store towards the activation.
Kindly carry Original set of documents for verification purpose (Proof of Identity and Proof of Address). Also, attached herewith is a list of acceptable documents for POI and POA.

Post activation, kindly dial 59059 (toll free) for tele verification and post positive verification mobile number will get activated within 15 Mins.

Also, I would like to bring to your kind attention that it the Tele verification is not done, your mobile number will be churned within 30 days.

At Vodafone, our goal always is to provide the best customer experience. Your feedback helps us to continually improve our standards in providing superior customer service.
Hope I was able to assist you with your concern. Should you have any additional questions, please reply to this email and I will be glad to assist you.
For future correspondence, you can refer to your service request number:[protected].

Thank you!

Saranya
Nodal Office
Vodafone Tamil Nadu
Contact numbers
For any queries call 199 (chargeable for agent access @ 50p/3min) or CHN @ +91- [protected], RTN @ +91 - [protected] (standard calling charges applicable)
For any complaints call 198 toll free helpline
Nodal Office : For Chennai contact +91- [protected]
For Rest of Tamilnadu incl., Puducherry, contact +91- [protected]
(Available between 9:30 a.m and 6 p.m. Monday to Friday)
Fax number : CHN @+91- [protected], RTN @+91 - [protected]
E-mail : nodal.[protected]@vodafone.com
Website : www.vodafone.in

May 22, 2017

Updated by Vishnu A Raj Service request number provided by Vodafone:[protected]

May 22, 2017

Updated by Vishnu A Raj I had replied to the mail on 11 May 2017 asking for exact reason for verification failure. The mail is as below

Hello Saranya

Thanks for your email.

The issue pertains to deactivation of the postpaid sim availed from Vodafone after following the due procedures as detailed in your email. I would like to know why my number was deactivated on 25 Feb 2017 without notice, after verification by your executive on 18 Feb 2017.
Kindly furnish the reasons for the verification failure cited in your email. I have complied by submitting copy of my Aadhar Card, Voter ID and photograph as warranted after which postpaid Sim card was provided to me.

The situation attributes to deficiency of services and unfair trade practices by Vodafone. Hence kindly furnish the reasons for verification failure, failing which i may be compelled to approach a competent authority to seek compensation.

Awaiting to hear from you at the earliest.

Thanks

May 22, 2017

Updated by Vishnu A Raj Received reply from Vodafone on 12 May 2017 for my above mail.
Reply email received as below

Hello Vishnu,

Thank you for contacting Vodafone.

My name is Saranya and I will update you on your concern raised about the service for your Vodafone mobile number [protected].

I have registered your request and will provide you with the necessary feedback on or before 16-05-17.

We appreciate your patience. Should you have any more question, kindly reply to this email and I will be glad to assist you.

For future correspondence, you can refer to your service request number:[protected].

Thank you!

Saranya
Nodal Office
Vodafone Tamil Nadu
Contact numbers
For any queries call 199 (chargeable for agent access @ 50p/3min) or CHN @ +91- [protected], RTN @ +91 - [protected] (standard calling charges applicable)
For any complaints call 198 toll free helpline
Nodal Office : For Chennai contact +91- [protected]
For Rest of Tamilnadu incl., Puducherry, contact +91- [protected]
(Available between 9:30 a.m and 6 p.m. Monday to Friday)
Fax number : CHN @+91- [protected], RTN @+91 - [protected]
E-mail : nodal.[protected]@vodafone.com
Website : www.vodafone.in