| Name of Complainant | |
| Date of Complaint | May 28, 2018 |
| Name(s) of companies complained against | Vodafone, Vodafone Complaints |
| Category of complaint | Corruption |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I have been in touch with Vodafone for the last 45 days on a complaint relating to activation of their international roaming services.
App requests have no validation for international roaming packages and there seems to be no way of correcting incorrect requests in their system.
06 April – Accidentally requested a International roaming package of INR 5000 for 28 days
06 April – Informed Vodafone of incorrect billing and was told it was activated but a request was taken that this would be deactivated and I could activate a 7 day package of INR 2500 instead as I was only traveling 08 April to 14 April.
08 April – 7 day package activated (screenshots attached) with a confirmation that no other package was active.
April Bill – Featured a charge of INR 5000 which means this was not deactivated. I paid the bill minus INR 2500 which was incorrectly billed.
13 May – Requested another 7 day package for INR 2500 for International
Was informed by Vodafone that their back-end team activated an additional 7 day package on 06 May after the 28 day package was deactivated. I was not informed of this activation and I did not travel anywhere between 06 May and 13 May to utilise the 7 day package.
16 May – Informed that the package activated on 06 May was deactivated and I was roaming without an International roaming package. Customer care activated another 7 day package of INR 2500 to prevent high charges in International roaming.
May Bill – Featured 2 charges of INR 2500 and approximately INR 5000 for usage charges in international roaming. 3 instances of incorrect billed international roaming packages were activated on my account without validating with me.
1. The network has data on when the phone / sim is in roaming. They can easily review date of request, complaints about accidental activation and required products for customers. But they refuse to.
2. There are multiple service requests which have gone unanswered and closed through the application. There is no transparency on issue resolution and customer service just closes ticket requests they cannot resolve. They are restricting my outgoing services at will and demanding that I pay the complete amount.
3. The customer service representatives on Vodafone care promise resolution, the technical team says they will not resolve it and ‘Do what you want’ and hangs up the call
4. There is no validation / receipt of requests made through the app for billable packages.
I am claiming minimum INR 10000 reversal of the billing on my account as these are clearly identified errors in their system despite customer escalation. Further instances of incorrect billing are available in my own billing history when they charged me usage for roaming services between activation and de-activation of my roaming packages in September.
I am demanding transparency in their system of activating these highly expensive services which are activated without validation and not resolved even with customer communication.
Restricting my service demanding payment which I do not owe is extortion and I am requesting justice.
Image Uploaded by Vijay Thomas: