Name of Complainant	Saptarshi Chowdhury
Date of Complaint	June 3, 2019
Name(s) of companies complained against	Vodafone Gujarat
Category of complaint	Internet Services
Permanent link of complaint	Right click to copy link
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Text of Complaint by Saptarshi Chowdhury:

I am a Vodafone -India customer in Gujarat Circle. I was in India but last month I travelled to Australia for some assignment .I opted for International Roaming on 8th may for 149 INR. But 27th may ,2019 bill shows that they had charged INR 5391 for International Roaming pack (per day 599 INR charge).30th May,2019 my roaming facility got barred. No bank messages were coming. No money transfer possible. On discussion they agreed that I didn’t opt for the service so they started processing the complaint.Supposedly the solution was to be done with in 31st May,19(18:00 hrs IST).The solution is not yet given(3 days have passed).I am repeatedly connecting with customer care.But customer care is reluctant and not responding positively.I am not being able to pay the exact billed amount as I don’t know about the final settlement.Other side my mobile number service has been barred.So bank transactions,credit card alerts all being affected.Pl. see the attached copy for full description.Really feeling mentally stressed and helpless.

 

Detailed Description:

I am a Vodafone -India customer in Gujarat Circle. I was in India but last month I travelled to Australia for some assignment .I opted for International Roaming on 8^th may  for 149 INR. But 27^th may ,2019 bill shows that they had charged INR 5391 for International Roaming pack (per day 599 INR charge).30^th May,2019 my roaming facility got barred. No bank messages were coming. No money transfer possible. Try to understand the situation! You are in abroad for some important job and you are chatting with customer care executive for International roaming charges.

 

31^st May,2019:

Exec:1

Customer care executive told (live chat) that the pending balance is 7435 which is more than credit limit balance 1700 so the roaming was barred. I talked to her for quiet a long time. Some complaints were raised. She temporarily removed the bar from the number for 48 hrs. She agreed to the fact that the 599/day service was not activated by me and she raised a request for resolving the issue. She committed that the maximum time it will take is 31^st May,2019 18:00 hrs.

Exec:2

I chat with another executive for follow up. She also committed that the problem will be solved by 31^st May,2019.

Exective:3

I chatted with 3^rd executive. She told me that they have raised a request for waiver of some amount.( she had shown some projected calculations. As per the calculation some amount was getting deducted but still I was being overcharged which I should not be as per rule. Still I was waiting for final bill to come)

Executive:4

It was 18:30 I was in chat with Executive 4.Almost talked for 45 mins in chat.(such a waste of time).He again and again tried to persuade me that some call will come from concerned department. He took my Australia number also and updated in the complaint. He asked me to wait till 23:59(IST)/02:30 am(AWST).I waited till that time waiting for the call. But no call came.

 

Date:1^st June,2019

I was busy ,so could not find time for a chat with customer care exec .But I waited for a call whole day long .But no call/email came.

 

Date:2^nd June,2019

Again Vodafone number got barred. Spend almost 1 hr chatting with customer care exec. She was not talking any important thing. She was mainly busy in regretting the inconvenience caused to me. She again told that the problem will be solved very soon. As I asked the timeline ,she denied to talk about any fixed timeline. She was telling me that she is not able to start the roaming service as the service is barred from my mobile due to non payment of due amount. But I told her the point that if I don’t know the final payable amount, how I can pay the bill and importantly when the bill is a hefty amount and that too not because of me. But she was insisting on paying 80% of the billed amount( around INR5700). She had given the customer care no +91 9825098250.I called this number several times. No one picked up. Only system generated caller tune was ringing. I tried to call other state Vodafone centers like Mumbai(9820098200_,Kolkata(9830098300).But they refused to help me in such a emergency moment. They were only telling again and again to call 9825098250 number and they were not understanding the fact no one picks in this number. I was feeling very helpless. Because the person who was sitting there to help me, he is not at all interested to listen to the problem. He was giving me just a small piece of contact detail (Like: email, ph no:9825098250) which were already available in Internet.

I tried to call all possible Gujarat circle numbers found in internet. (Details can be given if required).No Gujarat circle number was getting connected to . I finally had send email to

vodafonecare.guj@vodafoneidea.com/

Corporatecare.india@vodafoneidea.com

appellate.guj@vodafoneidea.com

 

 

But no solution is given to me till now (02^nd June 22:48 IST). I don’t know what my final bill amount is going to be and that is the reason I can’t pay the due amount of the bill. As the bill amount crossed the credit limit the services have been barred. So, I proposed them to not put the bar on the services until they solve the problem. After they produce the final bill I shall pay the entire billed amount. The customer care executive is not agreeing to that too. They are not solving the problem even after 3 days of the reporting. They are trying to create a mental pressure on me  so that I pay any amount which they have billed illegally previously as per their own will. The customer care is not supporting. I don’t know where I shall get the solution. I am not able to perform any bank transactions. I am not getting any transaction alarts . The customer care is not sending any email or calling  me with solution. It seems that it is the latest cheap trick they are using by creating mental pressure on customers and encash their situational helplessness.

I am in serious depression and enormously tensed. It’s 01:00 am at night here and I haven’t gone for sleep. I have become really mentally restless and feeling really helpless. I have been a Vodafone user for quiet a long time(7-8 yrs). I never expected to face such a fraud service provider and rubbish customer service.

Image Uploaded by Saptarshi Chowdhury: