Vodafone — Wrong data usage charges in the bill

Address:

Mumbai City, Maharashtra

Hi, It might be a too long story what I've described but its too less compared to what I've been through for the past two months. I have been with Vodafone network since October 2014 and I was a very happy customer until June where my problems started. My billcycle is 7th of every month. I have been using red899 plan from the beginning. In the middle of May, I got a call from cust care offering me the red1299 plan because my data usage was high and I was paying around 200 to 300 for extra data usage. I was ok with that plan and was informed it will be activated from my next bill cycle which was 7th of June, 2015. Later I decided not to go for it because the red1299 gave 4000mins n 2000 SMS along with the 3GB 3G data which I hardly use. So I decided to downgrade to red499 and take an addon for internet. I called 199 on 6th June and ask for a plan change. Initially I was informed that I can only upgrade and cannot downgrade and was offered red1599 which gives me 5GB of data. After negotiating the person transferred me to his colleague from a different team who informed me that it cannot be done from 7th June but will take effect from my next bill cycle which is &th July. I was definitely ok with it coz I am aware it takes 24-48hrs to process my request. So, I was ok to continue with the red1299 for the month of June. On 17th June I got a message from Vodafone that my plan will be changed to red499 w.e.f.[protected]. I didn't want a plan change in the middle of the month and immediately called 199 to check the same. I was informed the person that my plan is already showing red499 in thier system??? I clearly told them to revert the changes and let me continue with the red1299 for the rest of the month. They informed me it would take 72hrs to process my request. In the first place I never asked for a plan change in the middle of the month and on top of it have to wait for 72hrs. On 18th June I had to use my data to skype because I didnt have any other source for internet at home apart from my Vodafone net. I received a message that I exhausted the 512MB in red499 plan and consumed 400MB above it and will be charged for it. I called the cust care again and they informed me that those charges will be waived off as it was a mistake from thier end to make changes in my plan. On 19th June, I was back to red1299 and got a message about it. I called cust care to know my leftover data and was informed I get a fresh new 3GB from 19th June till my bill cycle. I reconfirmed the same couple of times just to avoid any extra charges later. On 29th June, I received a message that I used 80% of my data and had around 650MB left. On 3rd July, I got a message that my 3GB completed and will be charged from now. I called cust care to check if my plan will be changed to red499 from 7th July and the lady I spoke to informed me that the request is already in process and my plan will be changed to red499 from 7th July for sure. 4th and 5th of July I used very minimal data and on 6th July I suddenly got a message that I consumed 600MB more than my data pack.Generally I get a message for every 200MB data that I use above my datapack and this time it was directly 600MB??? I was so shocked to see that message and called cust care immediately to check the same. The lady told me that I have received the messages about 200MB extra usage and 400MB extra usage on 18th June and so now the 600MB message was triggered. She informed me that she'll raise a request and will check the same. I also confirmed with her about my plan change w.e.f. 7th July and she said it will definitely change. I was rest assured that my plan got changed to red499. I got my bill on 9th July and I was dumbstruck seeing the amount. It was Rs.2899 where 1400 was for my plan and the remaining for additional data. Around Rs.1500 for data usage was way too much from what I normally use. I keep a track of the extra usage and I was sure there is a mistake in the billing. I checked the itemised bill and saw that I was charged Rs.200 on 18th June and for all the data I used since 29th June. Ideally, I had to be charged for 4th, 5th and 6th July alone because prior to that I had a data pack which was exhausted on 3rd July. Since then I've been calling cust care almost everyday. I raised a complaint immediately so that it can be solved before my due date which was 28th July. I never got a positive response from them. I was given so many reference or request numbers and the next time I refer to that number they say it doesn't exist??? I have spoken to so many representatives and many of them were rude and also to thier so called supervisors who promise to solve my problem but none of them did. I have the request numbers like [protected], [protected], [protected], [protected],[protected],[protected],[protected],[protected],[protected],[protect...⇄ and spoke to people like Vignesh, Somay, Kriti, Sindhu, Ajit, Vijayendra, Supervisor Pradamesh, Dharam, Sindhu, Manager Madhavi... all of them assuring me ut none to resolve my issue till date. I was also informed that my plan was also not changed to red499 from 7th July and I had to contact my Relationship Manager(RM) to get my issues resolved. I called the number they gave me to contact my RM but most of the time it rings but no answer. When its picked up I was informed my RM Feroz is on leave and I have to wait until he returns from leave??? Isn't that ridiculous???? I spoke to Kashnith, Tagrz, Nilesh Palegar from the RM's team and finally to thier TL Aniketh too. All the above people ask me to wait for 48hrs and my issue wil be resolved... I have waited too many number of 24 to 48hrs in these 2 months and nobody ever helped me out. I do appreciate the efforts put in by TL Aniketh in atleast following up and calling me back to inform me that he has escalated my concern to the billing team. I also got calls that I haven't paid the bill though I have a complaint pending to be resolved. My outgoing has also been barred thrice because of this. I have turned into a frustrated customer from a happy one. I've decided to switch to Airtel and am waiting for this issue to be resolved ASAP.