[Resolved] Vodafone India — unjust customer treatment

HemalKJ

from Delhi, Delhi

Address:

Mumbai City, Maharashtra

My name is Hemal Jhaveri. I have been using Vodafone service for at least 7 to 8 years. Since the past couple of years all my bills are paid through auto-debit on my credit card. However, Vodafone decided to credit the amount of Rs.1850 of my June bill back to my credit card company without intimating me. For 3 months they didn't inform me or add the due amount to the next bill cycle. Out of the blue, on 22nd of September I received an SMS from Vodafone telling me Rs.1850 is overdue and I need to pay the amount immediately. I have made numerous calls to their help lines and even written emails to explain this amount. They've barred my outgoing for the same reason. Till the 2nd of October they couldn't tell me exactly what this outstanding amount was. Finally one of their call centre executives explained that due to a technical error the amount was reversed back to my credit card. The outstanding from June now features in directly in my September bill with late fee charges. The outstanding money was picked up on the 4th of October. However, my outgoing calls are still barred and am left without internet too. In fact now they are asking me to pay the September bill before it's due date to restart my services. It's extremely disgusting and appalling that Vodafone makes its customers pay for their own folly.

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Aug 14, 2020

Complaint marked as Resolved

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

Oct 14, 2014

Updated by HemalKJ This is the response I get to my query. Repeatedly I've asked them where is the amount of Rs.1850 that was billed to me. They are still beating around the bush and twice have sent me emails regarding outstanding of last month's bill whose due date is 27th of this month.

They really want their customers to get frustrated with their dim-witted answers and lose all motivation to pursue their complaint.

Here are two of their emails just skirting the issue completely

Dear Mr. Jhaveri,

Thank you for your e-mail dated 09/10/2014, regarding Bill clarification on your Vodafone mobile number [protected].

With regard to your concern, we wish to clarify that, there is outstanding amount of Rs. 1614.64/- only/- as per bill dated 28/09/2014.

Kindly note reference number [protected] for your future correspondence

In case you need further assistance, please do call or e-mail us. We will do our best to help you.

Happy to help.

Pratishtha Shrivastava

Vodafone Corporate Relations
For Enquiries: 111 or +91-[protected]
For Request Complaints: 198 (Toll free from Vodafone mobile phones within the home network)
E-mail: corporate.[protected]@vodafone.com
Website: www.vodafone.in

Dear Mr. Jhaveri,

Thank you for your e-mail dated 13/10/2014, regarding payment status on your Vodafone mobile number [protected]

With regard to your query, we assure you that an amount of Rs. 1850 /- towards the invoice dated 28/09/2014 has been updated in our records on 07/10/2014.

Acknowledgment of the payment will reflect in the forthcoming bill.

You can also SMS BILL to 111 (toll free) to know your payment details.

Please note your interaction numbers [protected] for future reference.
In case you need further assistance, please do call or e-mail us. We will do our best to help you.
Happy to help,

Mahesh Balawante

Vodafone Corporate Relations
For Enquiries: 111 or +91-[protected]
For Request Complaints: 198 (Toll free from Vodafone mobile phones within the home network)
E-mail: corporate.[protected]@vodafone.com
Website: www.vodafone.in

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Comments

KakaTava

Hi Hemal,
I too have been subjected to Vodafone helpline high-handedness. Vodafone should change their punchline from "Happy to Help" to Happy to Harass".
I have since got another carrier as my main phone and have maintained the Vodafone no. only as a pre-paid back up phone. My monthly bill with Vodafone used to be Rs.3500, but now I only spend Rs.1500 on the other carrier with 3G including 5gb data. I have been a Vodafone customer since the Max Touch days and they really don't give a damn about how long a customer has been with them.
Vodafone has an attitude that the customer needs them more.
You should escalate your complaint and Vodafone are viable to give you an apology at the very least.
Cheers mate

KakaTava

You should escalate your complaint and Vodafone are LIABLE to give you an apology at the very least.
Cheers mate