Vodafone India — value added service charges fraudulent

Hi team,

I have received a bill amounting rs. 1548 for my vodafone number [protected] for the month of april 2020 of which i have been charged rs. 744 as value added service charges in detail calls - special numbers 86:10 minutes. Since then i have been asking customer care by calling and writing mails for details of the charges but they are not responding with details instead they keep sending the detail which already present in my bill.

Below are the response from customer care executives.

Go through the trailing mails. Is it the business ethics of the vodafone, want to earn money in the name of value added services.

On 4/19/2020 3:42 pm;
From: [protected]@gmail.com;
To: vodafonecare. [protected]@vodafone.com; vodafonecare. [protected]@vodafoneidea.com;
Subject: important : request to provide bill details o[censored]sage charges for [protected];

Hi team,
This is regarding my mobile number : [protected] bill details. I wanted to know the value added service (Vas) charges of my current month bill. Please find the request details below.
Invoice no : 10ika[protected]bill period : 05-03-20 to 04-04-20
Bill amount : 1548.40
Request to provide me complete details for usage charges of rs. 744
I have not used any value added service during bill period month but i see rs. 744 was charged under value added service (Vas) by mentioning calls - special numbers - 86:10 mins.
I want to know the special numbers which i made and charge details.in bill i don't see the complete details. Please provide me the same.
As for my knowledge i haven't used any value added service or not made any special number calls. So please provide the details for the same.

Thanks & regards,
Sathyanarayana reddy
—
On mon, apr 20, 2020 at 1:52 pm wrote:

Dear sathyanarayana,
Greetings from vodafone idea!
I am glad to assist your query on bill charges for your mobile number [protected].
I am summarizing your query below,
·as per your concern, we have checked in our system record the charges applied based on your vas subscription·
To deactivate value added service kindly send sms stop to 155223 same will be processed within 30 minutes·
In future to avoid the charges do not click any pop up while browsing/download·
To install trai cms application in order to view of value added service subscribed in last 30 days, also claim can be raised for services where double consent for vas has not been recorded but service activated·you will be able to raise claim for 1 month value added service, claim will be settled for your vodafone account as per the norms
·claim cannot be raised for the value added service activated before 24 hours, as consent will be available in the app will not allow to raise claim in case of 2nd consent (Otp basis activated for application) given by from user end
Your docket number is 4-[protected].

Thank you!
Ram prabhakaran
Vodafone idea care
—
On 4/20/2020 6:32 pm;
From: [protected]@gmail.com;
To: [protected]@vodafoneidea.com;
Subject: re: important : request to provide bill details o[censored]sage charges for [protected];

Hi team,
Thank you for your response.
My query is i wanted to know the value added service which i subscribed and charges. As per my knowledge i did not subscribe any value added service.
Please let me know what kind of vas subscribed and i request dont just mention that charges applied based on my value added service. I understand charges are applied for value added services please be clear what services subscribed.
I have installed trai cms app and checked there is no vas has been subscribed last month.
In bill copy i can see charges under value added service with calls - special numbers 86:10 units and charges 744.
I have never expected this kind of response from vodafone stating "we have checked in our system record the charges applied based on your vas subscription"
Please be clear and what value added services i subscribed. As you suggested "in future to avoid the charges do not click any pop up while browsing/download" but here i am using basic nokia mobile phone where it doesn't have browsing capability.
I expect better response this time with complete details. If not i'll definitely take steps to move out of vodafone as i don't want to continue with hidden charges without noticing me.

Thanks,
Sathyanarayana reddy
—
On mon, 20 apr 2020, 8:10 pm, wrote:

Dear sathyanarayan.

From your email, i understand your concern on explanation of bill, on your number [protected].
I deeply regret the inconvenience caused, would like to share below details accordingly. 1. Explanation of bill:
We have cross checked your account you have been charged for special numbers of rs 772/-

Thank you
Stephen,
—
On mon, apr 20, 2020 at 10:23 pm maninder reddy wrote:

Please be specific with details i asked for. Don't come up with the details i already received in my bill.
Now i wanted to know what special numbers i made calls. please just give this details don't keep on responding the details which i know already.
This is how you solve the customer concerns first try to understand what customer is expecting then respond.

I wanted to know the complete details of what special numbers i have made and how many minutes for each number and respective charges.
Don't just tell that i made calls to special numbers. As per my knowledge i never made any such calls please try to understand that's the reason i'm keep on asking the details for the charges. Please provide the complete details for the charges of value added service.

Hope this time my query gets resolved.

Thanks
—

I have not received any response for this mail since 3 days. I think they ignored my mail or don't have an answer for my query. Now i realised this was charged wrongly if not why they are not ready to provide me the details i am asking for.

No value added service was registered either nor any long calls ever initiated from this number. I initially under the suspicion that the call might have been wrongly initiated. But after couple of further investigation i realised this was fraud. Even if someone call, how come one can talk for one and half hour without interruption. Needless to say i am more than sure that no such call ever initiated. This is pathetic experience leave aside any other service gliche which is acceptable. I hope things get sorted for me to continue my service.

Thank you.
Sathyanarayana reddy
[protected]