Vodafone India — non working of international roaming and negative balance and deduction

Address:

New Delhi, Delhi, 110012

Sir, I work as Principal Scientist with Miistry of Agriculture, ICAR - IARI and have a prepaid VODAFONE connection.

I was travelling abroad to attend an international conference in Sandiago.

I had activated an international roaming services of vodaphone for my prepaid number with 995 amount on 9 th jan 2020 which is for 7 days with free incoming and outgoing of 150 minutes in toto and some data. The message clearlyI lsaid your roaming pack has been activated. I left on 10 early morning. It was a change flight at Dubai and New York. I was able to receive the call at dubai but i was unable to make any calls.
I was stranded at new York due to missing of flight connection there to sandiago and it was frustrating that i could make any calls. Even trying to call the consumer help line, and the auto operator says..this facility is not available for my number.
It was highly frustrating.
On top if it rs 99 was also deducted for international roaming. And all through, everyday i was receiving a message from vodaphone which says...
We notice that you have no international roaming activated and ...
The pack got expired on 17, i returned back and all this period i could not make any calls to my family or son.
Upon returning i tried to lodge a complaint on 19 jan 2020, with vodaphone and after keeping me on hold for stretches of 25 minutes each, ( i didnt give up) they said that they cant help as my pack was active and i received the calls. When i informed that i was unable to make calls and further another 95 was deducted towards international roaming, they say its standard procedure. When i persisted with complaint and the frustration of getting stranded in night in airport with inability to make calls the supervisor says when you got a call why you didnt inform your friend to inform vidafone in India to solve it...OMG who the heck will think the pack is not activated..and in this period of stranding i received no call in night. The psychological pressure was unimaginable.
Finally they gave my complaint number
[protected] of 19 morning jan 2020 saying it will be responded by 21 evening... NOTHING till now.
Further niw my account showed negative balance, making me unable to send messages including important one to my seniors in official ladder.
I immediately recharged witha pack if 599, and still the balance is negative. I called up costomer care on 21 again in the early morning.
With both the cases explained.
One of the 995 recharge that did not work.
That i was charged from my account leading to negative balance.
Bith je says we are not responsible. He kept on insisting your pack was active. I asked him to check if there were any outgoing calls..he says he sees incoming calls.
I said i have screen shots ot the outgoing and customer care number that i tried and didn't connect.
Further of the negative balance he said will be rectified. Further the representative told very rudely that he cant do anything and when asked persistently sent me the email from.where i can make a complaint.
To my surprise today is 22 Jan and till now my complain no [protected] remains unresolved and i still dont know how the agony and frustration of being stranded outside an airport unable call cab or home will be for a lonely traveller going fir first time to US. Added my screen shots.
This to a customer who was their customer since JANUARY 2007 and they even sent a thank you message for being with them for 12 years.
Will they ever solve it.
Dr Bharadwaj