| Name of Complainant | |
| Date of Complaint | November 21, 2018 |
| Name(s) of companies complained against | Vodafone |
| Category of complaint | Miscellaneous |
| Permanent link of complaint | Right click to copy link |
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I have received an SMS from Vodafone today(21-Nov-18) stating “Apke VF no ******3561 ki outgoing service 21-Nov ko samapt ho jaegi. Seva jaari rakhne ke liye aj hikisi bhi Unlimited ya All-rounder pack se recharge karen.”
I contacted the Customer Care and one of the agents(Tanu, not sure of the name) attended the call and informed me that I need to do a recharge to continue my service. I told her that I have a positive balance and I have a Validity till 2021. She stated that policy of the company has changed and now I will have to do recharge every month to continue service. I asked her why was this change being forced into action immediately as I have just received an SMS stating that I will not be able to make calls from tomorrow onward is I do not recharge. She told me that SMS to customers are being sent since 13 Oct regarding this change. I told her that I just received an SMS today. I told her to either extend my validity by 7 working days so that I can port out of Vodafone or to pay my balance amount back to me. She stated that it will not be possible. I asked her to transfer the call to someone who might be able to help me with it. She transferred the call to Vikas Sharma who stated that he is Manager Operations. I asked him the same question he stated that as per latest TRAI guideline these changes are happening. I asked to provide me with the TRAI guideline notification number and date where this has been rolled out so that I can check. Vikas immediately said that he cannot provide that as customer service desk does not have such information. He told me that he will be escalating this case with upper management. I asked him for the ticket number or any reference number for this inquiry. He provided me with Inquiry Transaction Number: 1233946681. I was also given an email address Vodafonecare.pun@Vodafone.Com and asked to send an email. I am sending email and will wait for the response.
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