Location/place: Mumbai
Name of company/service: Vodafone
I have registered the above referenced complaint # with Vodafone however I am not satisfied with response recieved. Following is the chronology of events:
1. I got my connection # 9920548457 shifted from Bank of America Continuum to myself in January. The connection change was effective Jan 5 (as confirmed from the letter recieved from Vodafone dated Jan 6). For this shift I supplied all documents necessary from Bank of America Continuum Services that also confirmed that they were liable for all payments till the date of Dec 28, 2011. I had confirmed this for shift and agreed to assume any liability post that date.
2. I recieved my first bill on 02/28 and below is the list of bills recvd with paymt date and reference #:
a. Bill date – 02/28 (recieved on Mar 13) for INR 188.36/- paid on March 13 thru Amex card (Approval # – 244650)
b. Bill date – 03/28 (recieved on Apr 10) for INR 582.60, paid thru Amex Bill desk on Apr 9 (Trnx # – 299556)
c. Bill date – 04/28 (recieved on Apr 30) for INR 451.09, paid thru Amex Bill desk on May 12 (Trnx # – 0002801)
d. Bill date – 05/28 (recieved on May 30) for INR 720.28, paid thru Amex Bill desk on Jun 11 (Trnx # – 0008248)
e. Bill date – 06/28 (recieved on Jun 30) for INR 413.48, scheduled to be paid thru Amex Bill desk.
ISSUE HISTORY
1. On Jul 4, I recieved an SMS that I need to pay outstanding INR 1932 else phone will be disconnected. I called up the number recieved in SMS and was told I had not made any payments for last few months hence this message. On confirming the above details of payments, I was provided a Corporate customer line number suggesting I need to talk to them to rectify this. On calling Corporate Customer service I was told since the phone is in the name of Individual customer I need to call regular helpline. On calling them I was confirmed that they dont see any outstanding on my account and I should ignore this message.
2. On Jul 5, I recieved another SMS which stated Incorrect INR 1932/- amount is reversed. I just read the initial part of the message and thought this issue is resolved.
3. On Jul 6 my wife recieved a call from Vodafone on my landline number (022-25862672), suggesting to her sternly that I am overdue for payment and she should immediately make the same. In fact this time they also started bargaining the outstanding amount suggesting they will waive off remaining if she made some payment.
4. On July 7, again I recieved multiple calls from your call center # – 49198400, apparently same lady trying to rudely tell me that I need to make the payment immediately, asking me to confirm my address and other details.
a, I tried to suggest to her to check and confirm what is the due date for outstanding. She called me again confirming that it is outstanding for Sep payment. I told her that Sep payment does not make sense in July
b. She then called back to confirm it was for Sep 2011. Upon which I requested her to reconfirm the outstanding amounts on last 2 bills. She again hung up.
c. She called back again to reconfirm that it was for March 2012 this time. I told her to reconfirm this whole scenario as post an SMS, I had called back and was informed by Vodafone center that this message was sent in error. She still persisted saying I still need to make the payment else my connection will be disconnected. Since I was busy and she was not listening to the details I disconnected the call
d. Within a minute I recieved a call again from her and she handed over the phone to some Mr Rakesh. He started rudely and abusively asking me to make the payment immediately or my connection will be disconnected. I gave him the prior update and told him to check, however he demanded me to supply the transaction # for the outstanding amount he was mentioning or pay up immediately. I told him this was no way to talk to a customer and asked him to check and confirm in which of the bills sent to me was this amount reflecting. However he rudely asked me to just pay up or threatended disconnection. I disconnected the phone this time.
e. To reconfirm if this call was truly from Vodafone I dialled 198 to check on this. This time the person who recieved the call answered politely but reconfirmed to me that I have an outstanding of some INR 2000+, hence I should have recieved the call. On asking the details he was able to give me my last 5 bill details and payments made (none of them reflecting the mentioned outstanding amounts), however he suggested that system still shows this, hence I need to pay. He asked me to call Corporate Customer Care to which I confirmed my prior experience. I asked him to register the above complaint which he was reluctant to, till I asked him to either register or let me know if he will not. I was provided the above complaint # only when I suggested that I am going to file a police complaint of harrasment by Vodafone.
Thereafter I escalated this complaint to Nodal officer of Mumbai with same details, however on July 9 again I recieved a mail from Vodafone stating that despite repeated reminders I have not paid an outstanding amount. Even though in their mail itself they have confirmed my last payment date of June with the amount that I paid.
I have all relevant documents for same. Given this persistent follow-up and misbehavior I have had significant trouble in last few days trying to check back with Vodafone and collecting all proofs of payments according to bills recieved. I request to register a strong complaint against Vodafone for causing me mental disturbance and threatening disconnection of services when I have been compliantly paying my dues as per bills recieved.
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