| Name of Complainant | |
| Date of Complaint | June 6, 2023 |
| Name(s) of companies complained against | Vodafone Qatar |
| Category of complaint | Utilities |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Dear All,
Please find the updated complaint details below.
I am writing to express my dissatisfaction as a Vodafone customer. My name is Mohamed Afsal, and I would like to provide you with my details: Mobile Number – 77548568, Qatar ID – 28835601073.
I need a resolution on my complaint number 1-170295697844 . I want to know who, how and why disconnected my number without my consent and I need to make a compensation claim for the losses I made as detailed below.
On May 16th, 2023, I purchased a Vodafone SIM card, which I have been using without any issues. However, on May 31st, 2023, my number was unexpectedly disconnected. I want to bring to your attention that this disconnection occurred without my consent and was due to the negligence of a Vodafone employee.
The number was reconnected on 4th June 2023 after 4 days of disconnection.
I have taken every possible step to file a complaint and follow up on this matter. Unfortunately, it has resulted in a significant waste of my time. I have spent hours calling customer care, visiting two Vodafone stores, and dealing with the frustrations caused by the call center team. Additionally, I have personally made efforts to resolve the issue and have suffered personal, time, and monetary losses as a result.
The consequences of this wrongful termination and the subsequent inaction by Vodafone are as follows:
1. Time wasted contacting customer care and discussing the issue at length.
2. Time wasted visiting two Vodafone stores seeking resolution.
3. The emotional distress caused by the harassment from the call center team.
4. Personal efforts exerted in trying to rectify the situation.
5. Losses incurred due to my number being inactive since May 31st, 2023.
6. Missed important official calls that could have had a significant impact.
7. Loss of potential customers who were interested in purchasing my car, as the advertisement was posted under my deactivated number.
8. Time I am spending now and in the future till I have a resolution.
The sequence of events is as follows:
· On May 16th, 2023, I purchased the mobile number from Vodafone and performed a Welcome Pack recharge.
· On May 31st, 2023, my number was wrongfully disconnected by a Vodafone employee without any valid reason.
· On the same day, I registered a complaint regarding the wrongful disconnection and requested the reactivation of my number. The customer care executive assured me that my number would be reactivated within 24 hours. The complaint number is 1-170295697844.
· However, despite waiting for the stipulated 24 hours, no action was taken.
· On June 1st, 2023, at 12:19 pm, I made a follow-up call to Vodafone. The customer care executive reassured me that my number would be reactivated within the next 24 hours. Unfortunately, no action was taken within that time frame.
· On the same day, I called customer care again after the completion of the 24-hour period. The floor manager assured me that she would personally address the complaint, take strict action against the employee responsible for the disconnection, and reactivate my number within 24 hours. However, no action was taken, and she failed to make a callback.
· On June 3rd, 2023, I made another follow-up call to customer care at 9:00 am. The shift supervisor called me back and attempted to confuse me by claiming that it was a mistake made by the activation team and that the number was never registered under my name. This is completely incorrect, as I have received emails and SMS from Vodafone on May 16th confirming the registration of the number.
· On the same day, I visited the Vodafone Azzizia store at 11:15 am, and they assured me that the number was indeed registered under my Qatar ID. They advised me to go to the Villaggio Vodafone store for resolution.
· At the Villaggio Vodafone store at 11:45, I spoke with Houssem Cheikh on June 3rd, 2023. He submitted another request to reactivate my number and assured me that it would be done within 3 to 4 hours. I specifically mentioned that I did not want to register another complaint since there was already a complaint registered on May 31st for reactivation and action against the responsible employee. He assured me that the previous complaint would remain active, and Vodafone would contact me with a resolution. I spent almost 1.5 hrs in the store seeking a resolution. However, I have waited almost 24 hours, and no resolution has been provided. Recycling Request # 1-170401549556
· On June 4th, 2023, at 9:08 am, I made a follow-up call to the call center to inquire about the status of both complaints. I was informed that the complaint registered on May 31st was closed by Vodafone (Complaint number 1-170295697844). I find it unacceptable that Vodafone closed the complaint without informing me of the resolution, the reason for disconnection, or reactivating my number. As of now, there has been no resolution.
· On June 4th, 2023, at 3:03 pm, Mr. Houssem Cheikh called me and informed me about the reactivation of my number.
Given these circumstances, I feel compelled to escalate this issue and seek assistance from both Vodafone and the CRA (Communications Regulatory Authority) in resolving this matter and obtaining compensation for my losses.
I trust that you will take this complaint seriously and take immediate action to rectify the situation. I eagerly await a prompt resolution and compensation for the inconvenience and losses I have endured.
Yours Sincerely,
—
Mohamed Afsal V.K
