Vodafone India — random amount deduction from my prepaid numbers main account balance

Address:

FLAT NO D R R RESIDENCY,NO 261, PANDURANGA, BANNERGHATTA RD,NAGAR,NEAR ADARSH RHYTHM, 560076

Hello Team,

I have sent the email with the below details to their appellate and corpcare ID. I haven't received their response in last 1 week. I have intentionally masked numbers in the below details.

There have been random deductions on my prepaid numbers xxxxxxxxxx and xxxxxxxxxx. The first instance occurred on 26th August 2019 for my xxxxxxxxxx wherein Rs. 49 was deducted from the account for some WAP service. When I called Vodafone customer care I told them that data is disabled on this number (you can check data consumption logs) and there is a pattern lock on the phone which holds this number then how come something getting activated without my knowledge. They apologized for the deduction and credited back the amount. After a week again on my xxxxxxxxxx Rs. 99 was deducted. Obviously annoyed by this I called the customer care again and told them that why they have deducted Rs. 99 without my knowledge. They told me that caller-tune has been activated on the number. I told them again that this number is kept aside in my home and no one even touches it how come random things are getting activated all of a sudden. Again the executive apologies, refunded the amount. I was really annoyed and have told him to disable the activation of any random service without my voice confirmation, he obliged it and taken the request.

Today when I checked I could see that Rs. 49 has now been deducted on my other number xxxxxxxxxx. I called their customer care and had a long conversation with floor supervisor Malathesh. I explained to him the same thing what I have explained to other executives in past that the data service is disabled on this number (you can check data consumption logs) and it is kept aside in my home. Just to bring it to record I am using Moto C Plus handset which is a dual sim phone and it contains both my numbers (xxxxxxxxxx and xxxxxxxxxx). After my explanation the counter explanation given by your supervisor was really worrisome. According to him though data is deactivated if my phone is connected to Wifi, some pop-up may come from Vodafone and if the app get downloaded I will get charged. I was really surprised to hear that. It is like you are spamming my phone. I asked him to disable all such downloads and disable any such service activation to which he said he can disable VAS service but cannot disable any pop-up based download.

My grave concern is, with my phone locked how is it possible for some random thing getting downloaded on my phone without my knowledge and that too from Vodafone. Also, why all of a sudden this started happen when my main account balance is quite high on those numbers (xxxxxxxxxx and xxxxxxxxxx). The other numbers (xxxxxxxxxx / xxxxxxxxxx / xxxxxxxxxx) where I am maintaining near Rs. 100 balance I have never seen this happening. You can check your records. I do not have time to have lengthy conversations with your customer care executives / supervisors over and over again.

Solution which I am looking for: Can you disable any involuntary download or service activation from Vodafone which may result in deduction of balance on ALL PREPAID NUMBERS? I have been told by Malathesh that since it is more than 24 hours since the amount has been deducted he can't reverse it. Let me ask you, can you reverse it?