I write with regards to the above mentioned incident which I am extremely disappointed by Vodafone company. This incident really made me understand how customers are been treated by services providers like yourself. I been using your services for last 7 years and never expected there would be misguidance from you company.
To give brief about what occurred, I had two numbers from Vodafone company ********52 and ********80.
I along with my wife had been to your outlet at Banergatta road to cancel the second number ********80. In course of our discussion with your exe we checked for different plan for my first number. We were shown various plans, out of which I liked the Corp STD 199 rental plan. Your exe did mention we would get 600 mins free local and landline number. We confirmed with him again and after consulting with my wife, decided to change the plan, we were advised the plan would be activated not less than 10-15 mins. This was discussed with your customer exe Bikash. We did ask him regarding how the charges would reflect in our billing for which he informed since we are opting for new plan in between my billing cycle they would be on pro-rate basis. I was most happy with the plan and decided to continue. This happened on 06th November, 2010.
We had received bill for Nov’2010, we were charged excess rental, we were charged Rs . 112.45 for 12-13 days which should have been Rs.99-102/- , Secondly I was charged for Local , this should have never been charged as I have 600 mins free calls. Thirdly I was charged for sms , which I totally wanted to dispute the amount and hence approached your outlet once again to check why these charges were levied on my bill.
We went to your outlet on 4th December 2010 and this time we met Keshav and checked the reasons for charges on my bill, before even giving any complaints to dispute the amount we checked with keshav if there were any calls made to landline, he advised no calls made during that period. We decide to go ahead and dispute the amount. Keshav advised we could dispute the amount and not pay the amount till we do not receive duplicate bill or can make payment by the next bill, my wife asked him if any late payment fee would be levied, he advised since we fall under dynamic credit limit, late payment fee will not be charged and if it is charged, will waive off the amount. Keshav seemed to agree with whatever we had said and also disputed the amount in your system we were give ref no for this disputed amounts (12********). We were advised or rather can mention given false promises of getting duplicate bill and response for our disputed amount before 09th December,2010. We did not receive duplicate bill nor any calls or message from your company regarding the status of the disputed amount. Meanwhile I had received another bill for December,2010 where the amount we disputed still reflected in the bill along with the current bill amount. I was not only surprised but shocked as to how the amount still reflects, as per your exe in the outlet we were given assurance that this would be taken care, we also received call from another customer exe (Syed) advising us to pay the bill, my wife again had to do all the explaining to him. Syed gave a re-assurance that he would call and let us know the status regarding the disputed amount. He did call back then said he would speak to his manager and get back to us on this. After that we didn’t receive the call from him either. We decided to go to the outlet again.
I approached outlet once again today and met up with Ashwini, we had to explain all over the same story and wanted to know if the amount was waived off or still needs approval from your higher ups as this was taking too long to get sorted out. Ashwini rather that solving our issues advised will ask keshav to call us and sort the matter. I and my wife both got irated as this was there in the system and why still she wants keshav to speak to us when she could resolved this issue. She not only made us wait for long but prolonged the matter and kept on saying will ask keshav to call us. I do not understand why she could not take any decisions on her own and wanted the one who had taken our complaint to solve it, and to add to our frustration keshav was on leave and this lady Ashwini simply refused to help us. I asked Ashwini if we could speak to her manager, as every now and then she was approaching her manager.
We spoke to Swapna , who introduced herself as manager of the branch , we had to go through the same procedure of explaining our issues but in nutshell. What we got to know from her, me and my wife were totally flabbergasted, left us fuming coz there were things which was left un- explained while opting for the new plan and even when we approached your outlet for the second time we were not made aware about it. The things which was not informed to us was When there is any change of plan or tariff, the sms and local calls would be charged. Which we found it preposterous, absurd and totally un-acceptable. We failed understand why such an important aspect was not conveyed to us and why it had to take a month after continuous follow ups with your company or outlet for the truth to come out. This as I mentioned earlier is a clear case of misguidance from your company.
Moreover it ‘s a common observation amongst your customer services exe ( phone and outlet) that everyone seems to have knowledge gap, not very approachable, false promises, exact details not provided as it happened in my case, not ready to act on the complaints given, passing the buck etc….
I would want to know the status of my dispute amount and since I was provided with details after a long time would like your company to waive off the disputed amount for my Nov 2010 bill.
I again received call from your company asking to pay my dues on 14th January,2011, I had advised your retention team regarding the issue and I was promised call back in other 2 hours, but as expected this never happened.
I had to call your retention team and spoke to rentention exe Kusuma today , as I was irated that this issue was not getting sorted. I need to mention all the Vodafone customer exe, outlet and retention team are same , always passing the buck. Todays talk with retention team made me feel that they are helpless and cannot help customer due to lack of the knowledge and no resolution. When I asked to speak to her manager, as she was getting on my nerves, interrputing most of the time and understood nothing and moreover went on records to say i been charged for incoming number as my services been cancelled which again never made any senese.She lied advising her manager was not there and when asked manager’s number, she advised cannot give. When I became more Insistent as i wanted to sort this issue then and there and no trust that manager would call me as this was happening frequent, she hung up the call. This is so unprofessional and me being customer for seven years feel that service is hopeless and there is not redemption.
I am very disappointed with what had occurred and If this issue is not solved will cancel my services with your company and opt for an other, better, reliable service provider. As your companies reliability according to me is next to zilch as what me and my wife had gone through.