| Name of Complainant | |
| Date of Complaint | November 28, 2020 |
| 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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On the 18th October 2020 morning around 08.40am, I made a recharge of Rs.249 to my Vodafone number +91-9962407272. I made this recharge via Phonepe. Phonepe immediately confirmed that the recharge was successful, but I did not get any response from Vodafone. I called the Vodafone customer care and told my issue. The customer care executive told me that there could be some sort of technical issue because of which the recharge is not reflecting in their system. They said that if the recharge is successful, then I would get the benefits of the recharge for sure, till then my services will be blocked and if it is not successful then I would get the refund to my bank account in 7 working days.
After few days, the Vodafone services were back and working for me, so I thought that the recharge has been successful, but on 3rd Nov, my out going services were stopped again by Vodafone telling me that the validity had ended. After couple of days, my incoming services also were stopped. I then called the Vodafone customer care again enquiring about my recharge of Rs.249. They told me that the recharge is not reflecting in their system and that the recharge was not at all successful at first. The money was deducted by Phonepe and it had not reached Vodafone and that’s the reason why services are blocked. They insisted that I speak to Phonepe customer care and sort this out even after me telling them that I have the UTR number for the amount deducted from my account, Recharge Transaction ID given by Phonepe and the Operator ID given by Phonepe. Vodafone told me that all these are Phonepe references and it has nothing to do with Vodafone, they said the money is with Phonepe and third party apps have such issues.
I now called the Phonepe customer care and told my issue. Phonepe team told me that the transaction was successful and the amount of Rs. 249 had reached Vodafone and the confirmation from Vodafone is the Operator ID. They told me that Phonepe has done all the actions necessary for the successful recharge and confirmed that recharge has been successful.
I again called Vodafone and told them all the history of this issue and wanted an escalation to the supervisor again. After too much of insisting, they connected the call to the supervisor. He told me that I should write an email to Vodafone care to solve this issue with in 24 hours.
So then on the next days, I wrote an email to Vodafone care explaining the same issue to them. I gave the reference numbers that Phonepe gave me and asked for a quick resolution. I told them that I need a refund of the money as I no longer wanted to use Vodafone service for troubling me for a month with this issue.
I got a reply saying that I have to wait for 4 working days again for solving this issue, By now, it has been almost a month since the issue has happened and I lost my patience and demanded a quick resolution time.
They responded after 5 days saying that due to some issues in the process the amount cannot be refunded to my account but they can recharge to my number.
I asked them to be specific with the issue and told them clearly that I do not need this recharge anymore and demanded the refund.
They again replied yesterday saying that there is some technical issue because for which they cant refund the money to my account but needed my confirmation for recharging to my number.
This is really lame excuse given by Vodafone. They first denied my recharge and now they are trying to not return my money back. I have been missing lot of important calls because of this issue since one month. The reason why i made the recharge in October was because I had some personally important calls to speak then and was needing this recharge for the same, also my wifi was down and needed internet back up at home. Now I do not need this recharge and Vodafone wants to save their face so they are trying to not refund my money.
I need to your support and help to solve this issue. Requesting your best support in this, I have been living with this issue for over a month now. Once, it is resolved, i will move out of Vodafone and choose a better network.
I have attached the email communication that I have been having with Vodafone for this issue. I also have the recharge success confirmation that I have received from Phonepe for this issue, if needed I can share that too.
My Mobile Number: +91-9962407272 (Vodafone Number for which the recharge was done)
Alternate Number: +91-97907 83355
Operator Reference ID: ONR2010180842160497
Transaction ID: N2010180842463677712710
UTR ID: 029230151167
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