Vodafone India — Fraudulent charges rude customer executives and alleged mental harassment

Address:

Mumbai City, Maharashtra, 400601

Definitely agree with you, I have been facing similar issues in being charged foer services not use while customer care exectives are either rude and or just put you on hold with no resolution despite mutiple follow ups, Vodafone is very quick to block your number or do something as severe as sending a legal notice to a consumer. After sending the notice, they have agreed that the fault was theirs and have rectified only some of the charges, yet to get a full resolution though. Do they realise legal implications of this? Even after marking the CEO, there is not correct resolution. To: appellate.[protected]@vodafone.com, appellate.[protected]@vodafone.com Cc: sunil.[protected]@vodafone.in, sunil.[protected]@vodafone.com Date: 12/17/2015 11:47 PM Subject: Incorrect charges by Vodafone India ________________________________________ To whomsoever it may concern, This is in regards with fraudulent charges being levied by Vodafone. Without clarifying the issue, multiple vodafone customer care executives only have only talking rudely and threatening manner with no resolution. (records would be available) I would summarise the trauma I have been going through as below. 1. My mother, a senior citizen had been using vodafone services on number [protected]. Her monthly charges generally do not exceed Rs.250. For the month of Mar 2015, she was charged Rs. 2200, out of which Rs.2000 was charged for a supposed call made to a country with a pulse rate of 60 per minute, details of which Vodafone customer care executives are not ready to disclose. Finally, after the case was taken in the consumer court, Vodafone reversed these charges. (artefacts available) 2. We requested to help with a way in which ISD services could be disconnected for the above mentioned number going forward. The rude responses from customer care executives were - 'this is not possible', the other time it was said it was possible giving some number to dial in to barr ISD calls, most of the other times we were just put indefinitely on hold. 3. Again for the month of Sep 15, we were charged for Rs. 1220 for call charges made to some foreign country, no details have been furbished for the same. Without trying to discuss the issue, services were barred to the number. 4. This time, however, we are being brutally coerced to pay for services which we haven't availed. 5. Services to the number have been blocked, about more than 2 months ago, however, the bill keeps getting generated. 6. We also got a call stating 80% reversal on the bill can be made, however no one has ever bothered to clarify or follow up later. 7. Would like to understand how has the handing of the similar case being different in scenario one and scenario three. If there has been a change in reversal policy, if yes, would want to know where the policy change document is available for customers. 8. Today, the services to my number also have been blatantly discontinued – 9XXX (alternate contact number for my mother's number). I was stranded on the middle highway late evening when my means of public transport broke down only know my mobile services have been disconnected. Not sure if the repercussions (which could be serious to the tune of loss of property and life) of such blatant blocking of services are considered by you, especially when the customer has made numerous attempts to clarify. 9. I do not think that the customer should be penalised so harshly without proper clarifications and if there has been a change in policy from scenario to 3, the same should be notified. 10. Also, would want to know, why there is huge diversity in the responses from customer care executives - one had promised 80% reversal on the bill while other was adamant that whatever amount is generated has to be paid by the customer without asking for a clarification, if required. 11. When recently, I had to get my email id updated, I had to send an SMS to 199 atleast 4 times, yet the update did not happen. (artefacts available.) It may definitely lead to customers questioning the credibility of the systems and if they wish to clarify any of the data generated by the systems, not sure why they are being made to feel like criminals by your executives. 12. I would like to mention here, that I have been a customer of vodafone for close to 7 years now and I have never faced such challenges till recent times. 13. The recent experience however has being nothing but close to being traumatic. Thanks & Regards, Pallavi Karulkar