| Name of Complainant | |
| Date of Complaint | August 23, 2021 |
| 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 Team
This is a major failure from Vodafone.
To give a quick brief, I am currently residing in Australia. I recently activated my international roaming. I received a bill of rupees 7000.00. I called to enquire why my bill was so high. I was informed that since I had activated the international roaming, I was charged with a one time fee of rupees 5999.00
On informing the agent that this information was not shared with me, she insisted that everyone does so and refused to take a complaint.
I had to insists on a complaint being registered. Finally the complaint was registered and I was informed that within 24 hrs I would get a resolution. On the same call, I was informed that I will not get a call as the complaints team cannot make overseas calls. I agreed to call back.
I called after 2 days and to my utter surprise I was informed that my complaint had been closed as someone from Vodafone tried to call me and because they could not get through my telephone number, the complaint has been closed. At this juncture I would like to ask on what basis that I received a call, when I was clearly told that I would not receive a call. Furthet I would also like to know, does vodafone have no other forms of communication like an email to inform the status of a complaint, instead of just closing the complaint.
Finally it took me 5 calls again to escalate the issue and I have been in constant contact with a manager named Taufeek, who also kept giving me false timelines.
As I have mentioned earlier as well, I am currently overseas. I have called 11 days at a stretch. I am currently on the line with Kshitija. She now claims that calls cannot be connected to Taufeek as the calls get connected randomly to managers. I was surprised to hear this as my prior calls have been successfully connected to Taufeek.
Each time, I called I have had to repeat the story. Even after telling Taufeek to update notes, I assumed the same was not done because even today on my call to Kshitija, I was asked to repeat the story and then informed that because I was not contactable on phone, the complaint is closed. This clearly shows that within the same team in vodafone there is a communication gap.
Finally if you retrieve all my calls, you will see the number of times I have called and also each time I asked for a manager the line has been disconnected.
My bill is due on 19/08/2021. I will be making a payment of the amount of deducting rupeea 5999.00. Taufeek in one of his calls confirmed to me that it is vodafone error and rupees 5999 will be refunded.
Should there be any additinal charges levied to me, I will be further escalating this issue.
Looking forward to hearing from you Or your team at the earliest.
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