Hello,
I'm Abhilash, a vodafone subscriber. I am having issues on billing and services with Vodafone which I didn't get even any response since almost a month.
I've contacted Vodafone through Calls and Emails to Customer service, Nodal Officer and Finally Appellate Authority too but in Vain in getting resolution to my complaints.
Firstly I was trying to change my plan on this number to super-1599 since starting of July. I don't understand why the changing of a plan was so big issue as none of the service agents took my request and top to that they were insisting me to visit a Vodafone store to get my plan changed. I even mailed to an Email ID asking for plan details and activation for which I didn't even get a reply at all. After so many calls, somehow I got a service agent who said he took the request for my plan change. After a couple of weeks I realized that plan was not changed at all and my data usage charges went so huge that my bill finally came around 7k.
I again started making calls for changing the plan and this time it was new issue. While the Vodafone website says the Super-1599 comes with a data pack that can be availed on 3G speeds, But all your customer service agents argued it to be only on 2G speed and some of them were so sure that they quoted their name and said I can check with any senior officer that this guy mentioned it only to be on 2G not 3G speed.
Finally after so many hustles I made a call the nodal officer who said it is 3G data and he will activate the plan for me. Here starts my actual problem. The day I got changed to this plan I also requested to remove the Rs250/- monthly data pack as my new plan comes along with 8GB data. The agent took my request and deactivated the data pack along with my basic 3G and mobile connect services.
There after I lost complete 3G connectivity (WCDMA) and had to get back to GSM network. I was not able to connect to internet for at least a couple of days. Every time I called the customer service they were mentioning that this case has been escalated and they wanted me to wait for 4 days, which I did and called back after 4 days, to my surprise they mentioned that they didn't get any response and wanted me to wait another 2 days. After which I again started calling the Nodal Officer with the complaint number and Thanks to him he was not even answering the phone.
After a week I was still on 2G network I still didn't get any resolution. Later one service agent asked me to activate a 3G data pack of any value so I can get 3G connection back and that was only resolution they came up with. This was quite stupid as I already had a 3G data pack coming with my plan and I had to activate another additional Data pack for 3G connectivity, I agreed for that anyway and got activated with Rs150/- data pack which retained mobile connect and 3G services for my number.
I was using 3G for another week, where today I received a message saying I've exceeded the 150rs data pack limit and my internet speed will be throttled back to 2G speed (64 KBPS). Now despite of having 8gb data on my plan I'm getting charged separately for additional data usage beyond 500 MB. I called the customer service and started to hear the same story about the escalated case but no Resolution.
I'm calling the Nodal Officer and Appellate authority daily, regarding the update on complaint but they are not even replying back. Since Appellate Authority(Final escalation point) too failed to address my issue. I wish to proceed Legally to get a resolution to my complaints, which would be as below but not limited to,
1. False/Misleading Information on Vodafone Website about a plan.
2. False statements done by Vodafone executives about plan change and registering service requests on my number.
3. Service disruption Complaint not Addressed for more than week.
4. Vodafone Appellate authority breaching SLA(Service Level Agreement) for 48 hours response time and providing no response even after 72 hours.
I am having all the docket numbers for my complaints registered and mails sent to Nodal Officer and Appellate authority. Please let me know how I can proceed with my complaints.
Thanks,
Abhilash
I'm Abhilash, a vodafone subscriber. I am having issues on billing and services with Vodafone which I didn't get even any response since almost a month.
I've contacted Vodafone through Calls and Emails to Customer service, Nodal Officer and Finally Appellate Authority too but in Vain in getting resolution to my complaints.
Firstly I was trying to change my plan on this number to super-1599 since starting of July. I don't understand why the changing of a plan was so big issue as none of the service agents took my request and top to that they were insisting me to visit a Vodafone store to get my plan changed. I even mailed to an Email ID asking for plan details and activation for which I didn't even get a reply at all. After so many calls, somehow I got a service agent who said he took the request for my plan change. After a couple of weeks I realized that plan was not changed at all and my data usage charges went so huge that my bill finally came around 7k.
I again started making calls for changing the plan and this time it was new issue. While the Vodafone website says the Super-1599 comes with a data pack that can be availed on 3G speeds, But all your customer service agents argued it to be only on 2G speed and some of them were so sure that they quoted their name and said I can check with any senior officer that this guy mentioned it only to be on 2G not 3G speed.
Finally after so many hustles I made a call the nodal officer who said it is 3G data and he will activate the plan for me. Here starts my actual problem. The day I got changed to this plan I also requested to remove the Rs250/- monthly data pack as my new plan comes along with 8GB data. The agent took my request and deactivated the data pack along with my basic 3G and mobile connect services.
There after I lost complete 3G connectivity (WCDMA) and had to get back to GSM network. I was not able to connect to internet for at least a couple of days. Every time I called the customer service they were mentioning that this case has been escalated and they wanted me to wait for 4 days, which I did and called back after 4 days, to my surprise they mentioned that they didn't get any response and wanted me to wait another 2 days. After which I again started calling the Nodal Officer with the complaint number and Thanks to him he was not even answering the phone.
After a week I was still on 2G network I still didn't get any resolution. Later one service agent asked me to activate a 3G data pack of any value so I can get 3G connection back and that was only resolution they came up with. This was quite stupid as I already had a 3G data pack coming with my plan and I had to activate another additional Data pack for 3G connectivity, I agreed for that anyway and got activated with Rs150/- data pack which retained mobile connect and 3G services for my number.
I was using 3G for another week, where today I received a message saying I've exceeded the 150rs data pack limit and my internet speed will be throttled back to 2G speed (64 KBPS). Now despite of having 8gb data on my plan I'm getting charged separately for additional data usage beyond 500 MB. I called the customer service and started to hear the same story about the escalated case but no Resolution.
I'm calling the Nodal Officer and Appellate authority daily, regarding the update on complaint but they are not even replying back. Since Appellate Authority(Final escalation point) too failed to address my issue. I wish to proceed Legally to get a resolution to my complaints, which would be as below but not limited to,
1. False/Misleading Information on Vodafone Website about a plan.
2. False statements done by Vodafone executives about plan change and registering service requests on my number.
3. Service disruption Complaint not Addressed for more than week.
4. Vodafone Appellate authority breaching SLA(Service Level Agreement) for 48 hours response time and providing no response even after 72 hours.
I am having all the docket numbers for my complaints registered and mails sent to Nodal Officer and Appellate authority. Please let me know how I can proceed with my complaints.
Thanks,
Abhilash