Vodafone India — Non disclosure of important information, overcharged on bill, customer care non responsive

Address: Faridabad, Haryana

Multiple complaints here. On switching my prepaid number ([protected]) I was informed by the sales agent at Voda store that I can utilize the Rs. 250 security deposit towards payment of my bills after 6 months. December 10, I switched my existing plan to Vodafone Red 499. Before that I was using a separate plan for 3g (300mb for Rs. 100) and my billing cycle ended on the 5th of every month. The agent who called me to pitch the plan told me that I'd be charged rental on a pro-rata basis because of the billing cycle but did not inform me that I need to separately turn off the 3g plan. This, despite the fact that Vodafone Red 499 included 500mb 3g data. In January, I received a bill amounting to Rs. 1400 even though I never exceeded Rs. 500 in the previous months. I thought this might have been due to usage while on roaming and paid the bill. When I received the bill, I realized that an amount of Rs. 650 was charged as 3g promo cap or something like that. Following this, I called them up and after being hanged up on by them three times and repeating my saga to separate agent each time, I finally found a hold of one agent (Khemraj) who filed a complaint for me (ref #[protected]. This complaint also included another point that I had not received my payback card which comes as part of the Vodafone Red plan even after 2 months. I also asked him to adjust my security deposit towards future bills and he said he will file a service request for the same (service reg # [protected]). All of this happened on the 1st of Feb and I was promised a follow up call within 24 hours (also have an sms). Thereafter, I started chasing them on their facebook page (https://www.facebook.com/vodafoneIN) and my posts below should be self explanatory:[protected]--- Ankit Williams‎Vodafone India 3 February at 09:51 PM ? Complaint reference#[protected] Service reg # [protected] Was promised a response in 24 hours, i.e., by 3 pm on Feb 2. Don't even want to waste my time calling up customer care. I was disconnected three times on my previous try before finally filing my complaint related to additional charges in bill. Vodafone India Hi Ankit Williams, Request you to please resend your contact number using the following link. We have not received the same. - Ankit http://bit.ly/167TPkb Vodafone India - Complaints - Requests - Enquires This is my home! Services and plans can vary by... VODAFONE.IN|BY VODAFONE INDIA Like ? Reply ? 3 February at 10:00 PM Ankit Williams Do the numbers above have any record in your system? Like ? 3 February at 10:01 PM Ankit Williams Vodafone India Don't ignore my previous question. I'm unable to file a complaint on the link you provided with an error that only characters are allowed. I have removed all commas and even full stops. The only thing left is alphabets and numbers. What's your definition of characters? Like ? 3 February at 10:25 PM Vodafone India Hi Ankit Williams, We request you to please share you current and alternate contact details via Facebook message and we will get in touch with you in the morning to assist you further. - Arun http://bit.ly/167TPkb Vodafone India - Complaints - Requests - Enquires This is my home! Services and plans can vary... VODAFONE.IN|BY VODAFONE INDIA Like ? 3 February at 10:51 PM Ankit Williams Arun, do you realize you're ignoring my questions repeatedly. Even after I've asked you not to ignore. No explanations at all for anything? I do hope you won't expect me to repeat the issue when you guys call me tomorrow. Like ? 3 February at 11:09 PM Vodafone India Hi Ankit Williams, We are sorry to hear about your experience. Rest assured that your concerns are being looked at. We will revert with an update. - Arun Like ? 3 February at 11:22 PM Ankit Williams I'll look forward to an update Arun. Mind giving me an ETA? Like ? 3 February at 11:24 PM [protected]--- Following this complaint another agent called me and I had to narrate the entire incident to her again. When I asked why can't you lookup the complaint numbers I provided, she had no satisfactory answer. She also told me that it is against policy to adjust security deposit towards bill payments which means that the sales agent and the customer service agent I talked to earlier lied. She promised a resolution within 48 hours and as you may guess, it didn't happen. So, I posted again on their page: [protected][protected] Ankit Williams‎Vodafone India 6 February at 11:14 PM ? This is the third time I'm writing for the same issue. Based on my previous post, one of your agents called and promised a resolution to my issues within 48 hours which again didn't happen. The complaint reference numbers etc given to me were all fake. For the last time, I have been overcharged. What do you have to say about the callous attitude with which my complaint has been handled? I suppose you'd check my previous post before replying and not redirect me to the complaint form or request my number in message. Ankit Williams Like ? ? Share Top Comments Ankit Williams Write a comment... Sunil Chandora I suggest don't trust Vodafone. Like ? Reply ? 7 February at 12:44 AM Ankit Williams I'll consider porting. Like ? 7 February at 03:56 PM Ankit Williams Write a reply... Vodafone India Hi Ankit Williams, Our apologies for your disappointment. Please allow us time until morning, we will call you to discuss this in a bit more detail. - Arun Like ? Reply ? 6 February at 11:19 PM Ankit Williams Trust me, I'm not gonna repeat my issues again. So please ask whoever calls to do his/her homework. Like ? 6 February at 11:21 PM Ankit Williams Vodafone India I suppose your mornings don't start till 4 PM. Like ? 7 February at 03:56 PM Vodafone India Hi Ankit Williams, Sorry for the inconvenience caused. We will have one of our executives get in touch with you at the earliest to discuss on this. - Ankit Like ? 7 February at 04:05 PM Ankit Williams Vodafone India This is a joke to you isn't it? Like ? 22 hrs ? Edited [protected][protected] I called their nodal officer Monica. The phone was answered by Preeti on her behalf. I wrote her an email as I didn't want to narrate everything again and the mail is still lying unanswered. I sent it on Feb 13. However, the agent who called me after my online complaint, Avneet again called me. She said we will only refund 25% to which I didn't agree. She also made no effort to touch on the other points in my complaint despite my asking. She said she'll read the email and contact the billing department again. On Saturday, Feb 14, I was promised a call by Monday with full resolution. I have not received any call yet. To summarize, I need: 1. A refund of Rs. 650 towards payment of my bill dated January 6, 2015. 2. Adjustment of Rs. 250 security deposit as promised by the sales agent and confirmed by the first customer service rep I talked to. 3. The payback card which I have not received for two months since I switched to Vodafone Red plan on Dec 10, 2014. Using the payback card, I could have saved Rs. 125 on my monthly bill so a compensation for that. 4. An explanation for the fake complaint reference and service reference numbers above. 5. An explanation for ignoring my questions posted to them on Facebook, for not following up as they promised and the callous attitude shown by multiple agents in NOT resolving my issues. 6. A compensation for the mental agony and terrible service. 7. Closure of my account after full settlement so I can port my number.