Name of Complainant	Abhishek Ghosh
Date of Complaint	November 4, 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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Text of Complaint by Abhishek Ghosh:

Below is the mail communication with Vodafone to detail the issue.

———————————————————————————————–

Hi,

 

Let me know what is the update on my ticket.

 

For last One Week you representatives only called me to know the same concern, I iterated to everyone, without giving me any answer of my questions.

 

It’s crossing the threshold now.

 

Ultimating you to response with the proper answer by Monday 5PM.

 

Abhi
+919830402043

 

From: Abhishek Ghosh G
Sent: Friday, November 02, 2018 9:42 PM
To: ‘corporatecare.india@vodafone.com’ <corporatecare.india@vodafone.com>
Subject: RE: Ticket No : 554508394 – Incorrect Billing

 

Hi Ravi,

 

I can understand you are not able to realize my Concern. I was in Greece and activated the International roaming before starting my trip without any Special Pack to reduce call charges. And in Greece, I indeed switch on my number and talk to the other number. So it is quite obvious that the international charges will be applicable to mine.

 

If you follow my previous mail, in my concern list I specifically mentioned my top priority point where I told how can a single number be called for “a duration of 308min in between a period of 37:35min”. How I came with this data point, I described already, so will request you to go through my previous mail for the details. I am also attaching the same screenshot I previously put in the body of the mail, to make sure that the same is properly visible to you.

 

For sake of max billing against my number for that duration, as per your given rate, I can be charged for  7,840 INR ((38min + 18min) X 140/=). So why I charged 10,253.04 INR instead. Although I think you will agree that if someone is calling a number for 14times, to dialing the number, ringing the other phone and then receiving the call, can’t be performed in 0min, it’s not humanly possible. And I can remember those calls was not continuous, there was gap in between the calls. So obviously the charges will be less than what I mention for the calculation.

 

I need that explanation.

 

Abhi
+919830402043

 

From: corporatecare.india@vodafone.com [mailto:corporatecare.india@vodafone.com]
Sent: Friday, November 02, 2018 6:01 PM
To: Abhishek Ghosh G <abhishek.g.ghosh@ericsson.com>
Subject: Ticket No : 554508394 – Incorrect Billing

 

 

Dear Mr. Ghosh,

 

Thank you for writing to Vodafone Idea Corporate Care.

 

As we discussed today on number 9830402043, I will be completing your request today regarding billing charges for your Vodafone mobile number 9830402043.

 

I have looked at your account and located these charges. These charges have been applied to your account for Roaming Calls.

 

You used your mobile while travelling to Greece. While you were travelling you have been charged amounts of Rs.10.253/- for outgoing calls. These have been charged at the following rates:

	Rental	Incoming Minutes	Outgoing Minutes	SMS	Data
International/National roaming service	149/-	70	140	15	5.5per 10/Kb

 

These amounts have been charged for calls/SMS/Data usage above your free allowances in your pack.

 

You may have inadvertently switched to mobile data usage even while you were using a Wi-Fi service without realizing it. In the future, you can avoid this happening by switching off your mobile data service in your handset settings.

 

If you have any further questions, please feel free to contact us quoting the following reference number 1085446306.

 

If you have any additional queries, I will be happy to assist.

 

The future is exciting. Ready?

 

Ravi

 

Vodafone Idea Corporate Care

 

Contact details:

For Enquiries: 199 (chargeable for agent access@50 p/3 min)

For Complaints / Requests: 198 (Toll Free)

For all company paid accounts: 9920055666 / 55666

E-mail: corporatecare.india@vodafone.com

Website: www.vodafoneidea.com

Now experience our newly launched My Vodafone App. It empowers you to manage your Vodafone account on the go. So pay your mobile bills, check data usage, data plan details etc. click below link to download the My Vodafone App now.

www.vodafone.in/m92

 

On 11/2/2018 9:04 AM; From: abhishek.g.ghosh@ericsson.com; To: corporatecare.india@vodafone.com; ; ?CC: ; Subject: RE: Ticket No : 554508394 – Incorrect Billing;

Hi,

 

I received SMS that the mail will be answered by 24hr. But Still I have not received any reply.

 

Request you to please let me know your opinions on the raised concern in the trailing mail.

 

Abhi
+919830402043

 

From: Abhishek Ghosh G
Sent: Wednesday, October 31, 2018 10:53 PM
To: corporatecare.india@vodafone.com
Subject: Ticket No : 554508394 – Incorrect Billing

 

Hi,

 

I opened a ticket for wrong billing in my last bill generation on last Sunday 28^th Oct with the ticket reference id 554508394. In a one-liner, I was overcharged due to nonfeasible call duration. I have few on call conversation with you different Customer Care Executive but none was able to provide a proper explanation what might be the scenario in which I can call a single number for a duration of 308min within a period of 37:35min.

 

I am referring the data points based on the Itemised call I received along with the Bill. Attached bill for your reference. Now being a responsible customer of Vodafone for last around 13+ years, I am letting you know how I come up with the conclusion is that the bill is wrong. I checked the Start of the first international call from my number to 00243858392663 is 20:55:11 and the last is 21:32:46. If I consider the Date-Time is provided as the start time of the call then the duration of this period comes to 37:35min. As I am considering the start time so let goes the last call duration. So the Duration becomes 308min.

 

Now I need the explanation if the billing is right then

2. How a single number be called from a particular number for a duration of 308min in between a period of 37:35min.
3. Although there was no conference call at that time, I heard from your executive that, might because of the conference call this can occur. For the sake of argument, If I consider that happen also, then why the CDRs/Call record with that number is not present in my record.
4. If a take the max change against a 1min is 139.99, then also how the total charge of 10253/= is getting calculated. It’s nither a factor of Duration as per bill nor a factor of the period (37:35)
5. What is the call rate for International calling in International roaming for Greece

 

 

I am expecting a logical rational explanation of each of my questions. Being my self a Billing Expert in a Telecom Organization which considered to be a Giant in the Industry, I believe only a logical clarification is expected. Please make sure the response supposed to come within the threshold of a human limit else I will make sure it supposed to be heard by the proper forums.

 

Regards,

 

 

Abhishek Ghosh 
Solution Architect
BUGS GSI OSS CM SF KOL 1

EGI
DLF IT Park – II, DLF SEZ Block 1A, Rajarhat
Kolkata – 700156, West Bengal, India
Mobile +919830402043

 

abhishek.g.ghosh@ericsson.com
www.ericsson.com

 

Image Uploaded by Abhishek Ghosh: