Location/place: Mumbai
Name of company/service: Vodafone Essar
Respected Sir,
Greetings!!!
Since last 8 years, I have been using Voldafone mobile service and my bill payments are also quite regular. But I have been facing huge fluctuation in my monthly bills for consecutive last three months and have never seen a kind of a pathetic response / service from Vodafone customer care department.
Since last three billing cycles, monthly bill statements have been giving me tremendous mental trauma by reporting amount which is more than size of my pocket ( Rs 4800 – July, Rs 7800 – Aug & Rs 7200 – Sep). Whereas my avg bill for last one year is not more than Rs 2000 with all kind of usages ( Plz check the same in your system. )
I had already taken up this issue to Vodafone customer care , corporate assist, nodal Mumbai and Appellate Mumbai for almost last one month for now.
Since I have not received satisfactory reply from them, I am taking up this issue to you. Being a loyal customer and considering it as a system error( In fact it is the system error), I would request you to relieve me from this trauma.
Just to give a brief detail about this case,
On 28th June 12, I have opted for Vodafone 3G / Rs 650 plan. But, Vodafone service was unable to provide me 3G network at my residential place and this has also been confirmed by your technical department. After repetitive complaints and inability of your technical department team, finally I had opted to deactivate vodafone 3G Plan on 14th July,12 by sending a message ” CAN MI650 ” and requested to shift it to old plan 2G Rs 299 Plan by a sending message ” ACT VMC299 ” on 15th July. (Still, the copy of these messages are saved in my phone and in fact, I have already shown these messages as a part of proof to Vodafone Care – Ghatkopar on 22nd of Sep.) If Vodafone’s system doesnt show the request message in its system that doesnt mean that Customer has not sent the request to the system. Still I am again ready to show the same message to Vodafone team.
But on 15th Sep, when I had called up Vodafone executive to know about this huge fluctuation of my two bills, I was shocked by knowing that since July 15,2012, my request for 2G Rs 299 plan has not been reflecting at your end. As a regular customer, I sent a right message to your given “111” number (which I have already shown) and I was under impression that I was using Vodafone 2G-Rs 299 plan since then.
Here, I found that Vodafone customer care was not capable to solve this kind of problem, forcefully I contacted Vodafone.assist.
When I contacted customer assist for the same, I was advised to go to near by Vodafone store and show the same message to them as a part of proof so that, my problem would be considered as a technical error and I would get appropriate solution. On 22nd of Sep, I visited the Vodafone store – Ghatkopar to show my message to respected executive. Surprisingly, I was told at the store that out of Rs 7800 ( Aug Bill ), company had considered to revert back Rs 5800 to my account and I was advised to pay only Rs 2000 as a part of my usage and I would also get a call from Customer.assist team. I paid Rs 2000 at Vodafone store.
After couple of days, I had received a call from Customer.assist to discuss the development in the case. When I had mentioned about Rs 5800 to be revert back to my account, I found that executive was unaware about this figure. He advised me to visit the same store again and connect him to respected executive that where he had found this Rs 5800 figure.
Sir, It has been almost a month now and I am quite confused as well as irritated by getting worst treatment from Vodafone team. Till today, my problem is been unsolved and I am quite fearful of discontinuing my service network in coming days. Please make a note that I am not asking for considering my request for phone calls or messages which I had used but I am asking for something genuine and happened due to unfortunate technical error.
Sir, the disputed amount is quite huge and inefficiency of Vodafone team to consider this problem as a technical error, I have to take this issue to Consumer forum Platform. I am confident that Consumer Forum would help me to resolve this issue with Vodafone.
I am waiting for your positive reply as this is completely a system error and as a customer I should not be punished for that.
Thanking you,
Tejash Gandhi
Mob- +919833500107
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