Vodafone India — Outgoing barred

Address:

Pune, Maharashtra, 411057

Hi Vodafone, I am Vodafone customer from past 4 months. I am using post-paid Vodafone number. Bill plan on my number is E_Connect_3G_375. Which has following free usage (as I was told by Vodafone sales executive): Free talktime – 500 mins Free internet usage – 1GB 3G data after that unlimited 2G data free. First Issue: My phone’s outgoing has been barred from 26th November 2015. I called 5 times to customer care on 26th Nov. and asked the reason for barred outgoing. The response I got back was that my credit limit is Rs. 900 but my unbilled amount has reached to Rs. 4280.84, which is above the limit. And the services will be reactivated only if I pay 80% amount of Rs. 4280.84. I was pretty much sure that as per my usage, all the unbilled amount is because of internet usage. Which is covered under my bill plan so the final bill amount shall not cross the credit limit. And I asked the customer care team to reactivate my outgoing services. Here I want to mention that when I had called first two times, the ladies, who picked the call said that my outgoing services will resume within 2 hours. And they registered the complaint (complain no. –[protected],[protected],[protected] But it didn’t happen. So I called for 3rd time after 2 hours, and the guy who picked the call kept me on hold for more than an hour and didn’t provide any solution. Then I called 4th time and again I explained the whole scenario to customer care executive, which was of no use. So I asked the guy to transfer the call to his supervisor; and again I had to explain the same situation to him. This guy turned out to be the meanest guy; he doesn’t care about customer, he just wanted to wrap-up with the call. So without even responding to my queries he put me on hold. And in then I had to cut the call without any solution. My concern here is: - Why the outgoing services were not barred when I had crossed credit limit of Rs. 900? - Why the team waited to reach the amount in thousands? - What is the use of customer care if they can’t provide the solution? - Why they always have the same reason - SYSTEM IS DOWN - to avoid customer’s query Second Issue: When I didn’t receive satisfactory answer from Vodafone customer care executive team available at 198, I wrote on social media on 26th nov; where it is specifically written that Vodafone team “TYPICALLY REPLIES WITHIN AN HOUR”. And the hour of Vodafone completed on 4th December (exactly after 8 days, great services Vodafone). Well, when Vodafone social media team contacted me, they brought a totally new point: As per them my phone’s outgoing has been barred because I have to pay amount of Rs 303.39. The amazing part is, this Rs. 303.39 was due from previous adjustment and I had requested Vodafone to return this amount (I don’t know when, also what went into my mind and I reached on the magical number of 303.39). Above that, Vodafone returned it without a single cross question (what went wrong, Neo entered into Vodafone’s Oracle and hacked it). But now they again want me to pay Rs 303.39 to get the outgoing services resumed. - Why customer care team did not tell about this amount? - Do they use different database than social media team of Vodafone to access the data? Third issue: I was supposed to get my bill on 1st of December. So that I could check it and do the payment to get my services resumed on my phone. But I didn’t receive it till 4th Dec. then finally I had to write to corpcare.[protected]@vodafone.com. Where they again told the same – SYSTEM DOWN – issue. But suddenly within hours the problem got resolved which was pending from past 4 days. Then I received the bill but of October month. Wow!! Later the mistake was corrected and on 5th December when I got the correct bill. Fourth issue: My bill shows that I have been charged Rs. 4280.84 for National Roaming. Out of which 4253.09 is for mobile internet. - Here my question is when I have unlimited 2G free as per the plan; how come there is charge on internet? - I have never heard of roaming charges on internet; if there were any, why I was not informed? - Why Vodafone sales executive did not tell me about all this when I bought the plan? I hope, this time Vodafone team will get back on time and try to understand the issue. If not, Bye Bye Vodafone (You have converted Hutch’s “Happy to help” into “Go to Hell”).