[Resolved]  Vodafone — Issue with Postpaid Bill

Address:

Pune, Maharashtra

Hello, With reference to below mails and long chained process which Is going on since 3 months, please waive off the 777/- net charges shown in the attached bill. I have written mail proof from Vodafone that my net pack has been activated since 29th November 2013, so I don’t understand the logic behind this 777/- If you are honest enough please waive off and send me the correct bill which I need to pay. Your Vodafone Care people are everyday calling and talking rudely to me to pay the bill whereas the fault lies at your side. Kindly reply on this immediately. If you accept and correct your mistake I don’t have any issue in paying the correct amount bill, please inform your operators not to call me regarding bill until it is resolved. From: appellate.[protected]@vodafone.com [mailto:appellate.[protected]@vodafone.com] Sent: Friday, February 07, 2014 6:33 PM To: Kheria, Shilpa Subject: ** SPAM scored: Med **Re: RE: deactivate my[protected] number along with all services - URGENT: Serious complain on very high priority FOR postpaid Vodafone number[protected] COMPLAIN NO .[protected]; referecne number [protected]. Dear Ms. Kheria, Thank you for your time to explain your concern regarding services on your Vodafone Mobile Number [protected]. At the outset, we regret the inconvenience caused to you. We refer to our telecon earlier today and hereby clarify the following: 1. An amount of Rs. 188.56 towards GPRS usage has been credited to your account on 24/01/2014. Post credit adjustment the amount payable is Rs. 892.77. (Rs. 1081.33 towards bill dated 05/02/2014 – Rs. 188.56 = 892.77). The said credit is reflecting on the 3rd page of your bill dated 05/02/2014 under adjustment column. We request you to check and confirm the same. 2. As per business decision there is revision done in the GPRS pack rentals and benefits. Hence the 2G data pack of Rs. 98 was deactivated and Rs. 199 2G data pack with 2GB free data was activated on your Vodafone number effective 05/02/2014. The said changes were communicated to you via SMS on your respective Vodafone number. 3. As discussed, we would be happy to activate the 2G data pack of Rs. 98 with 2GB free data on your Vodafone number. However we are currently unable to process the activation of said data pack, since the outgoing service on your Vodafone number has been restricted as your billed amount of Rs. 892.77 has crossed the set credit limit of Rs. 500 on your Vodafone number. 4. We request you to make an appropriate interim bill payment to restore the outgoing service and confirm us via return e-mail so that we can activate the GPRS pack of Rs. 98 with 2GB free data on your Vodafone number. 5. Also as mentioned earlier in order to process the revivification and increase the credit limit on your Vodafone number, we request you to submit the current local address proof (MSEB Bill along with NOC from the house owner, rent agreement registered) at our nearest Vodafone Store. For details on Vodafone Store in Maharashtra and Goa we request you to follow the below path. www.vodafone.in - select Maharashtra and Goa circle - support - stores. We request you to reconsider your decision regarding cancellation of services on your Vodafone number. In case you need further assistance, please do call or email us. We'll do our best to help you. Happy to help Vishal Neel On behalf of Shailesh U Appellate Authority Contact numbers Postpaid : 111 or +91-[protected] Prepaid : 111 or +91-[protected] For complaints/requests : 198 (toll free) Appellate Number :[protected] Fax number :[protected] E-mail : Appellate.[protected]@vodafone.com Website : www.vodafone.in On[protected]:27:25 PM; From: shilpa.[protected]@atos.net; To: appellate.[protected]@vodafone.com; ; ?CC: vikash.[protected]@atos.net; [protected]@infosys.com; nodal.[protected]@vodafone.com; vodafonecare.[protected]@vodafone.com; ; Subject: RE: deactivate my[protected] number along with all services - URGENT: Serious complain on very high priority FOR postpaid Vodafone number[protected] COMPLAIN NO .[protected]; referecne number [protected].; Hi, Kindly deactivate my number as I don’t want to be a part of such pathetic service provider. Completely tired of fighting for my rights and every day Vodafone is giving me some new pain, I am completely irritated and things are now out of my patience. Being a honest citizen, this complete fraud is not at all accepted by me or by anyone. I want to deactivate my[protected] number and all the senseless services activated by Vodafone w.e.f 5/02/2014. This is my final mail, I don’t want any inconvenience in my life from now on for this service, I will not pay any bills till I receive the clear picture of the money fraud in my bill. I am considering [protected] completely dead from today. Warm Regards, Shilpa Kheria NSN Project Atos India (P) Ltd. | Embassy Tech Zone, Block No 1.6, Seventh Floor, MIDC-phase II, Hinjewadi, Pune, India. 411 057 |M : +91 [protected], +91 [protected] |T : +91 [protected] |E : Shilpa.[protected]@atos.net www.atos.net Atos Origin - Winner of the SAP Partner Excellence Award for Customer Satisfaction and Quality Performance for a 4th consecutive year.  Please don't print this e-mail unless you really need to. From: Kheria, Shilpa Sent: Wednesday, February 05, 2014 12:52 PM To: 'appellate.[protected]@vodafone.com' Cc: 'Maurya, Vikash (Vikash.[protected]@atos.net)'; Roshni Verma ([protected]@infosys.com); nodal.[protected]@vodafone.com Subject: URGENT: Serious complain on very high priority FOR postpaid Vodafone number[protected] COMPLAIN NO .[protected]; referecne number [protected]. Importance: High Hi, Kindly have a look at the mail trail below to understand the fake promises and inconvenience getting caused to me. I tried all the things and finally when I am seeing things going nowhere, writing this mail. 3. VL+VMC+IPHONE [protected]@98 plan will be activated on number within next 24 working hours. For future correspondence, the reference number is [protected]. This is the data plan activation mail I received from nodal officer, I have no idea if it got activated or not, but breathtaking joke of the day is instead of taking this issue to such higher point Today I received a SMS stating 199/- data plan has been activated on my number ( can anyone please explain with whose permission?). Nodal officer is writing to me, still things are not getting solved and unnecessary troubles have been given to users. No proper bill details is provided to me till now, on what basis you people are charging me ? how you are going to adjust the losses? How come I can receive such message when such big peoples are working on my issue, can anyone please take initiative and explain to me? I need a reply on it ASAP. Warm Regards, Shilpa Kheria Atos India (P) Ltd. | Embassy Tech Zone, Block No 1.6, MIDC-phase II, Hinjewadi, Pune, India. 411 057 |M : +91 [protected], +91 [protected] |T : +91 [protected] |E : Shilpa.[protected]@atos.net www.atos.net Atos Origin - Winner of the SAP Partner Excellence Award for Customer Satisfaction and Quality Performance for a 4th consecutive year.  Please don't print this e-mail unless you really need to. From: nodal.[protected]@vodafone.com [mailto:nodal.[protected]@vodafone.com] Sent: Monday, January 27, 2014 4:20 PM To: Kheria, Shilpa Subject: Re: Serious complain on very high priority FOR postpaid Vodafone number[protected] COMPLAIN NO .[protected]; referecne number [protected]. Dear Mr. Maurya, We have received your email dated 24/01/2014 for your Vodafone Mobile Number [protected]. At the outset, we regret the inconvenience caused to you. With regard to your concern we confirm the followings: 1. Your bill cycle date is from 05th to 04th hence, we would not be able to generate the bill in mid-bill cycle. Request you to please wait till bill generation. Post this, should you have any doubts regarding the same, we will definitely have the same investigated on priority 2. In order to check current bill amount you can dial *111# from your Vodafone number. The unbilled service is only for the purpose of giving approximate usage of current bill cycle to the subscribers. The process for accumulating the usage information runs after every two hours and there is bound to be a difference in the message received from *111# in relation to the actual billing at any given point of time. 3. As mentioned earlier, an amount of Rs.188 (including service tax) towards GPRS usage has been already credited to your Vodafone number on 24/01/2014. We regret our inability to accede to your request for any compensation in this matter. 4. Further, the verification for your Vodafone number was negative as the actual user is not staying at given billing address. In order to process the revivification and increase the credit limit we request you to ask actual user to submit the current address proof at our nearest Vodafone Store: In case you need further assistance, please do call or email us. We'll do our best to help you. Happy to help Rajshree Gunjikar On behalf of Nidhi V Nodal Officer Contact numbers Vodafone Care :111 or +91 - [protected] (Postpaid), +91- [protected] (Prepaid) For complaints/requests :198 (toll free) Nodal Office : +91- [protected] (Available between 9:30 a.m. to 6 p.m. Monday to Friday) Fax number : +91- [protected] E-mail : nodal.[protected]@vodafone.com Website : www.vodafone.in On[protected]:49:20 PM; From: shilpa.[protected]@atos.net; To: nodal.[protected]@vodafone.com; ; ?CC: corpcare.[protected]@vodafone.com; vikash.[protected]@atos.net; [protected]@infosys.com; ; Subject: Re: Serious complain on very high priority FOR postpaid Vodafone number[protected] COMPLAIN NO .[protected]; referecne number [protected].; Hi, I want the complete bill details for my number till today, kindly mail as early as possible. I paid my bill on 9 January 2014, and within 5 days my unbilled amount was above 800, the data charges you have mentioned doesn’t seems to be right as I haven’t made many calls so unbilled amount is still a conspiracy for me. My below query was not at all answered • If the issue is resolved, how Vodafone is going to pay me back for the inconvenience caused to me for these days since my number is barred and the efforts I need to take to resolve this issue which is completely not my fault? Why should I continue to use such a pathetic service provided to me ? It was completely not my fault and I have suffered, if there is any explanation on this please let me know, otherwise I will opt to discontinue my services with Vodafone as this experience was over the limit of my patience. I raised this issue to this point because I wanted you to know your faults, this doesn’t means I would continue my relationship with Vodafone in future. Thanks and Best regards, Vikash Kumar Maurya SAP ABAP ASSOCIATE CONSULTANT From: nodal.[protected]@vodafone.com [mailto:nodal.[protected]@vodafone.com] Sent: Thursday, January 23, 2014 4:02 PM To: Kheria, Shilpa Subject: Re: Serious complain on very high priority FOR postpaid Vodafone number[protected] COMPLAIN NO .[protected] Dear Ms. Kheria, Thank you for your time to explain your concern regarding services of your Vodafone Mobile Number [protected]. At the outset, we regret the inconvenience caused to you. As discussed we clarify that : 1. An amount of Rs. 22.76 and Rs. 145.06 towards GPRS usage with taxes against bill dated 05/12/2013 and 05/01/2014 will be credited to your account within next 4 working days. 2. For future correspondence, the reference number is [protected]. You are charged GPRS at 2paise for 10kb. 3. VL+VMC+IPHONE [protected]@98 plan will be activated on number within next 24 working hours. For future correspondence, the reference number is [protected]. 4. The outgoing call service of your number has been activated effective 23/01/2014. 5. Your feedback on your call centre experience has been brought to the notice of the Manager- Call Centre. Our service personnel have been sensitized to your concern and we will do our utmost to prevent a reoccurrence of such an experience. For future correspondence, the reference number is [protected]. In case you need further assistance, please do call or email us. We'll do our best to help you. Happy to help Harini Shetty On behalf of Nidhi V Nodal Officer Contact numbers Vodafone Care :111 or +91 - [protected] (Postpaid), +91- [protected] (Prepaid) For complaints/requests: :198 (toll free) Nodal Officer :+91- [protected](Available between 9:30 a.m. to 6 p.m. Monday to Friday) Fax number :+91- [protected] E-mail :nodal.[protected]@vodafone.com Website :www.vodafone.in On 1/21/2014 7:30 PM; From: Shilpa.[protected]@atos.net; To: nodal.[protected]@vodafone.com; ; ?CC: corpcare.[protected]@vodafone.com; Vikash.[protected]@atos.net; [protected]@infosys.com; ; Subject: Serious complain on very high priority FOR postpaid Vodafone number[protected] COMPLAIN NO .[protected]; Hello, Please go through the following mail trail for understanding the issue that has been caused to me by Vodafone. I have a written mail, that my data plan has been activated since 29/11/2013. After getting the below reply from Vodafone (which doesn’t explains anything and is completely absurd) I again called the customer care with the reference number[protected]. My issues were noticed and I was given a new complaint number which is [protected], and it was promised to me that my previous bills will be waived off, my data plan will be re activated and the bill which I paid of amount 337, Whatever data charges were there in 337 will come as discount for me in my next bill and it was promised to me that the issue will be resolved in 24 hours, and it has been noted down as a very high priority issue. Nothing happened in 24 hours, again when I called they said they will resolve this issue by 24/1/2014, I don’t think any individual will wait for that time to use a mobile service. I have repeatedly asked them to give me in writing that you have registered a high priority issue and will resolve in given time frame, they said we can’t give you anything in writing. You can’t give me anything in writing, you have consumed my money, you have created inconvenience in my life since 10 days, who is responsible for all this, me or Vodafone. On what basis I can register my complain if I don’t have things in writing, luckily I have the data activation email otherwise Vodafone would have asked me to pay whole bill. I really don’t understand what’s wrong, a high priority issue that too a mistake from your side and I am paying for it? I just wanted my answer on the below two points • By what time can I expect this issue to be resolved, what is your time limit on a very high priority issue. • If the issue is resolved, how Vodafone is going to pay me back for the inconvenience caused to me for these days since my number is barred and the efforts I need to take to resolve this issue which is completely not my false? At this point of time only resolving the issue will not satisfy me, I have circulated this issue in my ATOS company as well as INFOSYS company mail trail so that other users may also get an idea and always ask for a written communication in future. Waiting for your reply as soon as possible. Warm Regards, Shilpa Kheria SAP ABAP ASSOCIATE CONSULTANT – NSN Project Atos India (P) Ltd. | Embassy Tech Zone, Block No 1.6, Seventh Floor, MIDC-phase II, Hinjewadi, Pune, India. 411 057 |M : +91 [protected], +91 [protected] |T : +91 [protected] |E : Shilpa.[protected]@atos.net www.atos.net Atos Origin - Winner of the SAP Partner Excellence Award for Customer Satisfaction and Quality Performance for a 4th consecutive year.  Please don't print this e-mail unless you really need to. From: corpcare.[protected]@vodafone.com [mailto:corpcare.[protected]@vodafone.com] Sent: Saturday, January 18, 2014 2:09 PM To: Kheria, Shilpa Cc: Maurya, Vikash; [protected]@infosys.com Subject: ** SPAM scored: Med **Serious complain on very high priority FOR postpaid Vodafone number[protected] COMPLAIN NO .[protected] Dear Ms. Kheria, Thank you for your e-mail dated 16/01/2014 regarding services for your Vodafone mobile number [protected]. At the outset we apologize for the inconvenience caused to you in this regard. We tried to get in touch with you on your Vodafone number [protected] at 01:38pm, at 01:43pm and at 01:58pm but the number was not reachable We wish to inform you that service of the above mentioned Vodafone connection is barred as the credit limit of the above mentioned Vodafone connection is exceeded. Further, we wish to inform you that services were barred as the unbilled amount crossed credit limit. Further, we request you to pay the 80% of your usage amount i.e. of Rs. 500 against the credit limit of Rs. 824.53, in order to retain the services. Also, we wish to inform you that kindly send us the salary slip of last two month in order to increase credit limit of the above mentioned Vodafone connection. We also wish to inform you that as per the company policy we can increase credit limit only up to 10% of your monthly income. Hence, if you wish to increase credit limit more than 10% of your monthly salary kindly deposit equivalent amount at the nearest Vodafone store. For details on Vodafone Stores and in Maharashtra & Goa please click on the following link: http://www.vodafone.in/existingusers/hns/pages/happytohelp.aspx#. We also confirm you that you that the unbilled amount does not contain the rental discounts, promotional discounts or any other special offer that you are entitled to in your plan. The unbilled call detail is the flat usage charges without discount. Kindly note down your reference number:[protected]. Further, we would like to inform you that the process for accumulating the usage information runs after every two hours, and it is technically impossible to run a parallel Billing System to gather all information like (Free Benefits, Tariff Rentals, Content charges etc) in real time. Hence, we will not be in position to give you unbilled amount break up. Further, we would like to inform you that the unbilled amount does not contain the rental discounts, promotional discounts or any other special offer that you are entitled to in your plan. The unbilled call detail is the flat usage charges without discount. We would request you to kindly await the bill to be generated so that once the same is generated in case there is some doubts we shall check the same. Kindly note down your reference number:[protected] In case you need further assistance, do call or e-mail us. We will do our best to help you. Happy to help, Priya N Vodafone Care Contact number Postpaid: 111 or +91-[protected] Prepaid: 111 or +91-[protected] For complaints/requests: 198 (toll free) Fax number:[protected] E-mail : corpcare.[protected]@vodafone.com Website : www.vodafone.in On 1/16/2014 3:51 PM; From: Shilpa.[protected]@atos.net; To: corpcare.[protected]@vodafone.com; ; ?CC: Vikash.[protected]@atos.net; [protected]@infosys.com; ; Subject: Serious complain on very high priority FOR postpaid Vodafone number[protected] COMPLAIN NO .[protected]; Hello, My postpaid Vodafone number[protected] has stopped working, all the outgoing has been barred. I have raised issue COMPLAIN NO .[protected] on call today. Same issue occurred last week also, and I have been told that you have crossed the credit Limit, so I need to pay the bill to continue the services. Without giving any second thought I paid the bill. Today again my services stopped working, and again when I enquired customer care they said your unbilled amount is 800 and your credit limit is 500. I was shocked to know my unbilled amount, as in a week how can it reach to 800, I asked them how come it is so high, I rarely makes any call. I was told that my bill is high because of data consumption and there is no data pack activated on my phone, that again came as a big shock to me. I asked the customer care that I have requested for activation of data plan, he said a BIG LIE immediately that I haven’t requested for any data plan, it shows in his system. Below is the mail which I got when I requested for the data activation plan, which clearly says my data pack has been activated since 29/11/2013. With everything on my side, I am still handicap and can’t do anything, I paid the extra bill, I am unable to use the service and at the same time I am getting cheated. I have been told that this thing cannot be sorted on call, I need to write a mail for this, but your mail service generally reply within 2 days, again I became the biggest fool by choosing Vodafone service. Kindly check as how this happened, I will not pay any single penny now, and will definitely file a case in consumer court for the cheating and will circulate this issue in my office so that each and every employee should get aware of this fooling system. This is a funny logic that if my credit limit is set to Rs. 500, how can my unbilled amount reach Rs. 800. You can also say that my unbilled amount is Rs.10, 000 and end of month after discount my bill is Rs. 400. STOP GIVING ILLOGICAL EXCUSES AND ACTIVATE MY SERVICES WITHIN 2 HOURS AT MAX. And definitely I will take refund of the bill I paid last week. Kindly send me the last two bills which I paid ( one amounts to 188 and other 337), on my registered email ID immediately, I will check the data charges that has been applied and will file a case for refund as well as for the inconvenience caused to me. I have all the mails copy as well as confirmation message for the activation. Kindly raise this issue on very high priority and resolve this issue within today or else I will along with my other postpaid number discontinue my relationship with Vodafone. Warm Regards, Shilpa Kheria SAP ABAP ASSOCIATE CONSULTANT – NSN Project Atos India (P) Ltd. | Embassy Tech Zone, Block No 1.6, Seventh Floor, MIDC-phase II, Hinjewadi, Pune, India. 411 057 |M : +91 [protected], +91 [protected] |T : +91 [protected] |E : Shilpa.[protected]@atos.net www.atos.net Atos Origin - Winner of the SAP Partner Excellence Award for Customer Satisfaction and Quality Performance for a 4th consecutive year.  Please don't print this e-mail unless you really need to. From: corpcare.[protected]@vodafone.com [mailto:corpcare.[protected]@vodafone.com] Sent: Wednesday, November 27, 2013 9:55 AM To: Kheria, Shilpa Cc: Maurya, Vikash Subject: request for data plan activation for postpaid mobile number : [protected] Dear Ms. Kheria, Thank you for your e-mail dated 25/11/2013 regarding data plan activation for your Vodafone mobile number [protected]. With regard to your request, we wish to confirm that, the request for the activation of the Vodafone Mobile Connect @ Rs. 98/- with 2 GB free has been initiated and the same shall be activated w.e.f.29/11/2013 on your Vodafone number. With this plan you will get 2GB free usage, post which you will be charged 02p /10 KB. Please be informed that, as activation has been done in mid of the bill cycle, rental and the free usage will be charged on pro-rata basis. Further, we also confirm that, while roaming in Vodafone circle along with Mumbai the post free usage charges will be 02p /10 KB. Kindly note the service request number [protected] for your reference. In case you need further assistance, please do call or e-mail us. We’ll do our best to help you. Happy to help, Swati Deshmukh Vodafone Care Postpaid : 111 or +91-[protected] Prepaid : 111 or +91-[protected] For complaints/requests : 198 (toll free) Fax number : +91-[protected] E-mail : corpcare.[protected]@vodafone.com Website : www.vodafone.in Now check & download 13 months’ call details absolutely Free for your postpaid number. Logon to www.vodafone.in & go to My Vodafone”. On 11/25/2013 3:27 PM; From: Shilpa.[protected]@atos.net; To: corpcare.[protected]@vodafone.com; ; ?CC: Vikash.[protected]@atos.net; ; Subject: request for data plan activation for postpaid mobile number : [protected]; Hi, Please activate 2G plan of 98/- monthly rental on my postpaid mobile number : [protected]. Warm Regards, Shilpa Kheria SAP ABAP ASSOCIATE CONSULTANT – NSN Project Atos India (P) Ltd. | Embassy Tech Zone, Block No 1.6, Seventh Floor, MIDC-phase II, Hinjewadi, Pune, India. 411 057 |M : +91 [protected], +91 [protected] |T : +91 [protected] |E : Shilpa.[protected]@atos.net www.atos.net Atos Origin - Winner of the SAP Partner Excellence Award for Customer Satisfaction and Quality Performance for a 4th consecutive year.  Please don't print this e-mail unless you really need to.