Vodafone India — Incorrect Billing - Service Barred Incorrectly - Plans Changed without any intimation - Pathetic Customer Service !!

Address: Kolkata, West Bengal

I was unable to access internet since 5-March, 2015 on which I use for 3G internet connection. Upon enquiring at the Customer Service Helpdesk on 6-March, 2015, I was told that due to non-payment of the last bill due since February the connection has been barred! Since I was in the office I did not have the payment details handy to share with the Customer Service Executive to confirm that I have made the payment online in the beginning of Feb itself. The gentleman advised me that I should call again with the transaction details and the person on the phone will be able to verify at his/ her end and shall restore the connection soon after that. As advised, I called up 111 and spoke to someone by the name Debasis. I explained to him the issue and gave him all the details received from Vodafone portal upon making the payment. When I had asked him about the Turnaround Time for restoration, he very vaguely responded stating that “it could take about 2 hours or so, it all depends!!” When I stated that why can’t he check the transaction ID and expedite the restoration of the internet connection as it was not my fault! I then asked for a Supervisor, so that I can explain my situation and also if he/ she could look into it on priority. I was kept on a long hold, no Supervisor came to my rescue and I had to disconnect thereafter. After a while I called up 111 again and Subhankar Bhowmik was at the other end of the phone, upon stating my full name and the number, I insisted to speak to a Supervisor. I spoke to someone by the name Krishna Kumar Jain, who introduced himself as the floor Supervisor or so. I have serious doubts if he was at all a Supervisor! He was neither comfortable speaking in Bengali, nor in English or Hindi!! He referred to me as Mr. Dutta; He was not ready to listen to me, instead kept telling me about the complaint that Debasis had perhaps logged; Even after I stated that I have all the required details/ documents to prove that I have made the payment and that the transaction was successfully credited, Mr. Supervisor repeated the same thing what I had just said before!!! Not for once did he ever mention about the restoration of the connectivity. I was very certain that he can do nothing hence I asked for the name and contact details of his line manager. Mr. Jain refused to give me any information stating that he is not allowed to do so!! Really? As such, I am attaching the transaction receipt received from Vodafone and the Account Statement from Axis Bank through which I have made the payment on Net Banking mode. This should help you to establish the errors taken at your end. This action needs to be looked into on priority and Vodafone will ensure that the internet connectivity is restored. I have been slapped with a bill for Rs. 1994.06 [Bill no: [protected], Bill date: 06.03.15] which includes the amount already been paid and hence I am certainly not going to pay that. I insist upon making necessary corrections to the erroneous bill and furnish me a corrected and updated one so that I can make payment for the actual amount outstanding. I give you 24 hours to get this rectified, failing which I shall be compelled to put up this case with the Consumer Forum. Also, I will withdraw all my other connections and move to a better service provider. It would be pertinent to mention here, that Vodafone keeps changing my plans as per their whims and fancies without even notifying me!! Example 1- xxxxx64541; It was a Corporate Connection; The Subscription History looks like this: I have no clue as to why the Rs. 99 rental was changed to Rs. 149 without any intimation. Whereas the second number xxxxx89111 is still under the Rs. 99 plan!! Example 2- The same issue has been repeated with the third connection I have with you. xxxxx85588 was also under the Rs. 99 rental that was changed to Rs. 149 without any intimation again!! The fourth number xxxxx99453 which I use in Mumbai was also not spared and I was incorrectly charged during the last year. After exchanging couple of threatening mails that was rectified though! Please see what you can do about all this, but fix the internet issue first and foremost.