| Name of Complainant | |
| Date of Complaint | December 6, 2018 |
| Name(s) of companies complained against | Vodafone |
| Category of complaint | Mobile Phone |
| Permanent link of complaint | Right click to copy link |
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Dear Sir,
On 16th Nov’18 I had done an automatic activation of I Roam Free on my number 9892020013 for my International travel, which informed me that the plan was activated from 16th Nov’18 itself which was not acceptable to me as I was travelling on 19th Nov’18. Hence soon after on 16th Nov’18 evening itself, I called 98200 98200 and spoke to a Vodafone customer service agent requesting them to cancel the 16th Nov’18 I Roam free activation and instead activate the same from 19th Nov’18 which was confirmed by the customer service agent. Again, in the same call, I Roam Free service was activated on my second Vodafone number 98920 30564 which was also confirmed by Vodafone. This was reconfirmed by me on 19th Nov’18 also.
On receiving the bill a few days ago, I noticed that I Roam free was charged twice on 98920 20013 and only once on 98920 30563 for which a complaint was lodged on 3rd Dec’18.
Today I received a reply from Vodafone Corporate Assist which flows:-
Hello Kersi,
Thank you for contacting us. My name is Saibanna, and I will be assisting you today for mobile number 9892020013.
Further to our telephonic conversation on 06/12/18, we wish to inform you that we have checked the account and confirm that i-Roam FREE 3999@10 days pack was activated on 16/11/18 as per your request received through SMS and you have been charged of Rs.3999 and the same is one time charge.
We also confirm to you that we have received your to activate i-Roam FREE 3999@10 days pack effective from 19/11/18 and we have processed the same request and pack was activated post expiry of earlier pack and you have been charged of Rs.3999 and the same is one time charge.
Hope I was able to assist you with regard to your query. Should you have any additional questions, please let me know and I will do my best to address them.
Your service request number is –237711251.
Thank you!
Saibanna
This is now followed by reply which is as follows:-
Dear Saibanna,
The initial activation on 16th Nov’18 was automatically done by dialing Vodafone helpline 98200 98200 whereby it was realized that it had immediately activated my I Roam from 16thNov’18 itself whereas my requirement was from 19th Nov’18 which was my day of departure. I expected it to ask me the date of roaming which was not the case.
On realizing this short coming during I Roam free activation I immediately spoke to the Vodafone Customer Service Representative and asked her to deactivate the plan and instead activate the same from 19th Nov’18 which was the customer service advised that the same has been done. This was again verified by me on 18th Nov’18, a day before my departure.
Further, if the I Roam Free activation of 16th Nov’18 could not be cancelled as it is a one time charge as mentioned by you, before processing the new I Roam pack of 19th Nov’18 post expiry of the earlier pack my approval should have been taken. I was anyway arriving in India on 28th Nov’18 early morning and could have used my second number for a few hours instead of renewing another plan and wasting another Rs. 3999.00 for a few hours usage. I could have shifted to daily I Roam Free pack which would costed me only Rs. 500/- for a day.
Your reply is not acceptable and I would like to raise this to a higher level and also involve TRAI for a suitable resolution.
Regards
Kersi R Mistry.
Request you to try and resolve this amicably and justly.
Regards
Kersi R Mistry
The initial activation on 16th Nov’18 was automatically done by dialing Vodafone helpline 98200 98200 whereby it was realized that it had immediately activated my I Roam from 16thNov’18 itself whereas my requirement was from 19th Nov’18 which was my day of departure. I expected it to ask me the date of roaming which was not the case.
On realizing this short coming during I Roam free activation I immediately spoke to the Vodafone Customer Service Representative and asked her to deactivate the plan and instead activate the same from 19th Nov’18 which was the customer service advised that the same has been done. This was again verified by me on 18th Nov’18, a day before my departure.
Further, if the I Roam Free activation of 16th Nov’18 could not be cancelled as it is a one time charge as mentioned by you, before processing the new I Roam pack of 19th Nov’18 post expiry of the earlier pack my approval should have been taken. I was anyway arriving in India on 28th Nov’18 early morning and could have used my second number for a few hours instead of renewing another plan and wasting another Rs. 3999.00 for a few hours usage. I could have shifted to daily I Roam Free pack which would costed me only Rs. 500/- for a day.
Your reply is not acceptable and I would like to raise this to a higher level and also involve TRAI for a suitable resolution.
Image Uploaded by Kersi R Mistry: