Vodafone — Poor services and number hacked

Address:

Mumbai

It’s with a great disregard I’ve written this. I’ve been a postpaid customer of Vi for years and have never defaulted on a single bill. My primary number is [protected].

So, I’ve 2 more connections under the family plan suggested by VI execs. They’re as follows:
1st is my own, 2nd is my Mother’s - [protected] and my Father’s - [protected].

On 30th Sept my services got barred, which later got reinstated. After I spoke to a senior.

My complaint is - why didn't an agent tell me, when my services got barred for the first time, that my credit limit is being used and now has been exceeded (without my consents)?

Also after that I spoke to many agents.

2) When there is a credit limit set of 2500, why didn't the system stop my services? And took the bill to 5600Rs.

Again no agent told me abt my credit limit being exceeded and my services were just reinstated. But no one tried to figure out the actual root cause (even after my several warnings).

4) Why my credit limit was increased to 2500, without my consent * no prior intimation from the VI customer service about 2500 credit limit being used *

5) The VI App too didn't show any information about my credit limit

I called the customer service due to ambiguity, as no payment due was reflecting on my Vi app. The exec said, no ma’am there are no dues from your end, some system glitch don’t worry.

On 1st October my services were barred, since then 7times it got barred (attached is the copy for reference) I spoke to many different people in your team, where Mr. HARISH JAHANGIR/ GULABCHANDRA (Senior Vi customer service exec) I caught hold of. If you may, please cull out those call recordings and listen to each, I’ve yelled my lungs out and have literally begged each time since 30th Sept to your Vi execs to help me, what’s the issue behind it.

Everytime HARISH told me, ma’am I’ve unbarred your services, it won't be interrupted further and I’ll get back on this issue. He never called back and everytime the services were interrupted. I'm a publicist by profession and the time when my phone isn't working simply means I am not either.

Apparently, the credit limit got exceeded to some amount without my consent and a bill was generated under my name of - 5605Rs (double the credit limit provided).

My mother’s number [protected] was cloned/hacked and ISD calls were made (attached is the police complaint for your reference Chunabhatti police station, I take no responsibility on the ISD calls made and you can scrutinize each call if required. We are nowhere related/or spoken with at any point given in time) and a cybercrime complaint has been raised via online means on www.cybercrime.gov.in

We are going through a tough time because of the malicious calls we were receiving alongside our data/details being leaked.

FYI- nothing at all reflected on my Vi app before the bill of Rs 5605 (have attached the bill as well as usage charges wrongly reflecting as the number was hacked/cloned and we’re hence facing the issue)

At present we’ve blocked my Mother’s number([protected]) and have visited the cybercrime branch at BKC to get help ASAP.

3 major things
Request your urgent attention to the bill wrongly generated under my name that’s of 5605 Rs.

No agent telling me about my credit limit being reached

Without my consent the credit limit was exceeded.

Please hire accountable executives who truly want to help a customer because had I known that credit limit is used by me/family members I would’ve raised a complaint on that site itself and the hacker wouldn’t have used services of 5000Rs alongside my other securities (bank account etc) wouldn’t have been compromised too.

Mindfulness is key, I hope you’ll look into this matter and waive the amount wrongly billed to me due to agents negligence and help me use the services without further interruption.