Vodafone Kolkata — Irrelevant Bill and Ill Behaviour

Address:

Kolkata, West Bengal, 711109

I want to bring this complaint to your notice as a grieved and frustrated customer of Vodafone.

I was using a Vodafone number ([protected]) since last 9 years when I was in Kolkata. After relocating to Delhi my number got deactivated as I was not using that number much. When I visited my hometown in Dec, 15 I planned to activate my number. I contacted an executive from local Vodafone Care Centre to activate the number. The person suggested me to opt for a postpaid internet plan of Rs 250 1 GB per month for 3 months. He said after 3 months the number will move to pre-paid plan automatically and if I wish I can move the number from Kolkata to Delhi. He also mentioned that I'll be charged 4p/10Kb after exceeding 1 GB.

On 31st Jan, 2016 I got my first bill of Rs 189 which I paid successfully. But after that I didn't got any communication of my usage or data left to be used. As I am not allowed to use smart ph in my office I can not access internet through my mobile and so there was not much usage. On 27th Feb, 2016 I got my 2nd bill which charged an unbelievable amount of Rs 2542.37 . The bill in PDF format never opened even after using the pattern of password they asked to use. I tried contacting their customer care personnel to discuss this matter but I could never speak to them as the line never get connected. The queue of bill continued till June, 16. Even in the month of March I got another bill of some Rs 3000 and then again bill of Rs 2542.37 till June, 16.

I got a call from Mr Umapada Mishra ([protected]-Collection Dept, Kolkata) in June end, who just threatened me of court and legal action he would take against me but didn't hear a single word of my grievance. I have never seen a man of such a cold behavior dealing with customer. He shouted at me like any thing saying I have to pay the full amount and disconnected the call. The same person reached my home without notifying me. Only my elderly parents stay at my home and not me. Therefore, visiting my home is not a solution. Moreover, my mother doesn't keep well as she had a surgery in Feb, 16. The person spoke in such a way to my mother that made her nervous and she felt unwell. He left his contact number (mentioned beside his name) and asked my mother to inform me that I must call him immediately.

I called up and tried my best to explain and settle the matter on urgent basis but by paying the right amount not the one they portrayed. The person initially said he can settle in 1800/- when I denied he said 1600/- and at last 1200/-. But none were relevant. I am very well aware how much I spent and the extra bill could be at max 500/-. Usually when I opt for 1 gb through my prepaid a/c I am not able to finish the usage and most of the time I waste 300 MB and more. But how is it possible that my bill turned out to be 2500/- just when I opted for post-paid. I asked Mr. Umapada to email me correct amount so that I can close the matter but instead of doing so he directly sent a letter from court to my residence where he visited. In the letter it was mentioned that I need to pay Rs 2542.37 in 10 days. My parents were bothered and tensed as they stay there alone.

Seeing this I contacted Nodal Officer and Appellate Officer of Vodafone, Kolkata. But to my astonishment I didn't got a single reply from Nodal Officer. I just got 2 emails from Appellate officers [Pallavi Chattaraj (Sat) and Megha Ghoshal (Monday)] one said will revert me in 1 day and other in 2 days. Some time I got email from Pallavi and some time from Megha. This confused me who is actually taking care of the case. This shows how reluctant they are even after knowing the seriousness of the concern. Finally after sending few more emails I got a call from somebody named Neha from escalation team saying that she has received some email from my end that says I asked for discount on my bill, which was not the case. This shows she didn't even read the email properly. She was equally of cold behavior like Umapada and other staff of Vodafone Kolkata. She was behaving as if I have done some theft. I tried explaining that their team member Umapada tried negotiating the amount but she denied on my face saying nobody from their team can do so and I have to pay the amount immediately. I requested her to provide itemized bill with the details of the websites I visited but she denied and disconnected the call.

After chasing and requesting Pallavi she sent me an itemized bill only with dates, time and amount. The charges were all shown between 19th Feb to 22nd feb, 2016. How is it possible that I used all my data only in those four days as those were working days. The whole thing seems fabricated. I requested Pallavi to show the details of website I visited during those 4 days but I haven't got any response.This is to mention that the number again got deactivated in the 1st week of March, 16 and I will never activate that number again.

I am having sleepless nights out of this situation. I have posted my complaint in Vodafone facebook page but haven't got any serious response.
I can't understand what to do and so thought of seeking your help as a last step.

Hope you'll understand my situation and help me out. I have attached my itemized bill. Please let me know if you need any more information.

Thanks & Regards,
Munmun Sarkar