Vodafone India — wrongly charged bill and inconvenience faced

Dear Sir/Madam,

I have been a loyal Vodafone customer for years, however I have had the worst customer experience recently and would like to bring to your attention the inconvenience and mental harassment I have faced in the last 15 days due to complete negligence and lack of support from your team.

To provide some background, opted for an International roaming plan while in Vietnam for Rs 599 (valid for 10 days). I activated my plan on 6th Jan 2019 and used the services from 6th Jan-10th Jan. In this duration, I have received an enormous bill of Rs 32, 245 which is absolutely ridiculous. I feel completed cheated as a customer and would like to highlight the key issues with this bill below:

1. My dynamic credit limit has been set to Rs14, 400 without my consent or approval, neither has any information been provided to me regarding this at the time of taking the international roaming plan or during the international travel. As per the the dynamic credit limit policy, the customer is required to make an interim payment if this limit increases. However, I got no update with regards to reaching this limit, while roaming internationally, and without taking any approval from me to increase this limit, I was charged another Rs18, 000 on top of the credit limit.

2. The bill generated is absolutely baseless as I did not use my data services and have been charged wrongly for it. I was using my wifi services throughout and did not turn on data services, so how have I been charged for it.

3. There are inaccuracies in the bill, the breakdown I have shared with your nodal office, which again proves that Vodafone is wrongly charging its customers.

4. Upon arrival in India on the 10th Jan, I received a message regarding exceeding the credit limit which I did not receive while travelling and my phone services were deactivated. I was asked to make a payment for the same to resume the services. I requested a breakdown of the charges but was told that the bill issue would only be resolved after the bill was generated on the 19th Jan. The matter was left unresolved and I had to suffer the consequences of having deactivated services from the 10-25th Jan. I tried reaching the customer care over a call, email and personal visit to the store in East of Kailash and Okhla, but to no avail. Inspite of repeated requests my phone was not functional and I had to undergo a lot of mental harassment and inconvenience as a result of this.

5. I received no call back from the billing team inspite of repeated requests to resolve the matter and finally got a call on 25th Jan wherein the representative was not able to understand the issues shared by me.

6. I have been charged a late payment fees on the bill even though it is not my fault as the Vodafone team has been incapable in solving my billing issue.

I would not like to be associated with Vodafone anymore and I will not be paying the unrealistic and ridiculous amount charged to me.

If you would like me to continue as a Vodafone customer, and not take any strict action, I would request an immediate waiver of the amount charged to me above my original credit limit and also remove the data charges levied to me.

I have the complete email trail of my correspondence with your customer service representatives which I will be happy to share as evidence.

Look forward to hearing from you at the earliest.

Regards,
Yukti Agarwalla
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