Name of Complainant	Kavita Shetty
Date of Complaint	November 19, 2018
Name(s) of companies complained against	Vodafone
Category of complaint	Internet Services
Permanent link of complaint	Right click to copy link
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Text of Complaint by Kavita Shetty:

I was to stay out of the country for a year, hence I visited Vodafone outlet at Kandivli (west) Mahavir Nagar Branch to change the plan.

I clearly mentioned to the representative, I will be in UK for a year however want this number to be active for “SMS”  for banking purposes as all OTP’s will be received to this number.  So the representative offered me a INR 49/- plan saying..

1. Your number will be active and you will be charged monthly  INR 49/-
2. You should not be Answering any call, Making any calls nor Disconnecting any calls if you do so you will be charged with INR 70/- per minute.
3. I was also told to keep the Mobile data off and only use Net services in Wi-Fi.

Since I was ok with it I told the representative to change the plan immediately so on Oct-09th my plan got changed. Since Oct-09th I have ensured not to make any out going calls, not to answer any calls not disconnect any calls received further only using it on WiFi..

On Oct-20th I get  a SMS of outstanding of approx INR16000/-  I was shocked so I called Vodafone customer care

• I spoke to “Nikhil” on talking for a length he told me though you have a plan of INR 49/- but you will be billed for “Data Usage”.  I was surprised to hear that and told him what you are telling was not told to me / informed / made me aware / while I changed the plan on Oct-09th.  He was of no help as he said this is in the “unbilled category”  so cannot say exactly why have these charges been levied.

Secondly he also contributed in miss guiding me when i asked him is the number +91 9820791096 active so he said there is no impact on services.

I was attempting to make a “Banking transaction” so the OTP was not received and the mobile phone showed “no service” to this Vodafone I made another call to Vodafone contact center..

• I spoke to “Mosin” he told me that though you have opted to change the plan but this plan works only if you are in the country i.e “India”.  I did not understand why will I change the plan if I would be staying in the county? He said you are active on “International roaming and the charges will be levied..  I did not get it as nothing of this was explained to me by the representative when i visited the store on Oct-09th

Secondly he told me that you have exceeded  your limit set there is no way that he can activate my services

Nor was he able to tell me exactly why this billing as currently the amount is reflecting in the “Unbilled” category, however it may be possible when the bill is generated on Nov-07th there can be reversal if incorrectly charged..This was beyond my understanding again..

My services are stopped due to exceeding the limit in 10 days of plan being changed and on Nov-07th once bill is generated one will be able to give me details until then services impacted..

If  the billing is in-accurate why should i be penalized why is the services stopped??

Today my whats app is still working inspite of Vodafone services being impacted?? So that means according to the information by the customer care representatives I will be getting charged then by stopping my services how will Vodafone benefit??

What corrective steps is required from whom not know, so again a threat of bill raising??

This is how one is mis guided and charged this does not end there.. due to services impacted I am unable to make the banking transactions and my bills are outstanding which is going to impact my CIBIL credit score.. WHO will be responsible for this stress that I am going through…

Kindly do the corrections whatever is required..

I want the number activated,

Reversal of the charges

Update the system that incorrect bill does not happen and impact the activation of my phone

I have this number for 15 years now and this is really SAD.

Today when I call the customer care I am being told that due to data usage the bill amount is 20,000. Inspite of the number being non functional now the amount has become 20000 INR

Image Uploaded by Kavita Shetty: