Location/place: Mumbai
Name of company/service: Vodafone
Having to go through this mess after being with Vodafone for the last 13 years currently having 7 accounts, this is unbelievable, pathetic service received, extreme carelessness and no value for the customer.
This has happened to me for the 2nd time and I will not let it happen ever again. I want to switch to prepaid, if this resolves, else I will simply throw away all the connections and never purchase Vodafone again – please note, I don’t mind changing numbers, yes, that is how pissed and irritated I am. I would not be wasting time what happened the first time when Vodafone made a blunder of my account and the bill. However, I would like it if you scroll up my account history and go through it, please.
Now the issue is that couple of months back I approached the Vodafone store as I was not happy with the heavy bills I had been receiving. I told the agent MEHRAJ that I want to change to prepaid. He asked me a lot of ‘customer retention’ questions. Finally he managed to convince that he will give me a plan which will ensure that the bill wont cross Rs. 450. I waited for 2 months, the bill came approx. Rs. 600. While the conversation was on, another agent Mahindra also had a discussion with me and I guess also processed some requests. He informed me that I will be on the 175/month plan and I need not worry. I still paid the bill for the next 2 months. I was still tolerating that till day before yesterday when I received a text/email which informed me that I am approaching the credit limit. SHOCKING! I did not know what went wrong I called Vodafone and checked everything after I yelled at them a few times and they informed me that I have almost crossed my credit limit. I was further informed that I was put on a 1 GB plan, earlier I was on 1.5 GB plan. They changed the internet plan without informing me !!
I got texts saying my services will be barred and that I have to make part payment of a FEW THOUSAND RUPEES!! I quickly called up the nodal office and spoke to TRUPTI. I called them because I knew the call center agents will not do nothing about my account almost dying. TRUPTI told me not to worry, nothing will happen, she will put a NO DISCONNECTION note on the account and that will ensure that my account does not get disconnected. No outgoing calls or internet connection will be lost. I reconfirmed this on the call and she very well managed to explain that there will absolutely not be an issue, my services will be intact. After a few hours, or 6pm the same day to be sharp, my data cuts off. Tried everything could not bring it back up again. I call Vodafone, have a lot of argument and all that happens is that they note down a complaint telling me I will get a call back within 24 hours, which never happened.
Since I am busy throughout the week, I had to take an off today to sort this out. I went to the Vodafone store, spent 2 hours there and they did nothing about it. I have been charged extra because I exceeded the 1 GB usage. I never knew my internet plan was also changed. Spoke to MEHRAJ again and then DEEPIKA, the manager. They have no answer to it. They want me to pay the whole amount, for no fault of mine. This was not a mistake from my end, not my usage NOT MY PROBLEM. They could not activate my services. They could do nothing at all. I was only told about the new rental plan to minimize my bill and he also changed the internet plan, which caused all this mess. They do not know how to deal with a customer, a loyal customer with you since 13 years and 7 accounts. The agent is a dumb person, and the manager is even worse.
She does not know how to speak. She smiles when a customer is telling them about the concern, and not a positive concern. She made me wait for so long telling the agents she is busy and when I went looking out for her, she was just sitting inside waiting for me to calm down and just leave. She straight comes to me and tells me she cannot do nothing about it. No help at all. No consideration. I have call records to prove the phone conversations for the last few days.
I am expecting a helpful reply and response from the higher authorities, someone who knows about customer service, customer relations and customer handling.
Please, take this forward! I can be contacted on 9819 249 489 / 9699 550 890 / 9619 432 563
Thanks,
Uzair Thakur
9819 249 489
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