Complaint Details

Status	:	Closed
Complaint No	:	0108195/2019
Category	:	Telecom
Date	:	11-04-2019
Subject Line	:	International Roaming Charges charged unjustly
Complainant	:	Mahesh B Bhagwani
Address	:	Arjuna Garden Enclave CHS, A-2, Flat No 184, Opp Godrej Memorial Hospital, Vikhroli East
Complainee	:	Vodafone Mumbai
Address	:	Vodafone Idea Ltd, 86/92, 1st & 2nd floor, Skyline Icon, Andheri Kurla Road, Marol Naka, Andheri east,

Complaint Details
Dear Sir/Madame,
I activated international roaming for my wife (mobile No.9869328127) for Tanzania in the second week of December 2018 through Vodafone, Mumbai. My wife traveled to Tanzania on 12th December 2018. The Billing limit set for this mobile number by Vodafone was 11100/= (Rupees Eleven Thousand One Hundred Only). On 26th December 2018, I received email alert from Vodafone that mobile no. 9869328127 has reached 21925/= (Twenty One Thousand Nine Hundred and Twenty Five) almost the double the billing limit set by Vodafone. Immediately upon receiving it my wife discontinued using the mobile phone. There was no alert email or SMS sent prior to December 2018. I paid the billing amount immediately so that there should no disruption in mobile connectivity as my wife was travelling alone on this long international journey back to Mumbai (from Tanzania-Dar Es Salaam). At the same time I lodged complaint with Vodafone about this.

My Complaint:
My contention is,
1. If the limit set by Vodafone was 11100/= then they should have alerted me by Email or SMS as soon as 11100/= limit was touched or discontinued the services.
2. They sent the Email alert only when the bill became almost double (21925/=), which I feel that they did not honor the billing limit set by them only.
3. When Vodafone can send email alert when billing amount became 21925/=, then they could have very well sent the alert at 11100/= itself, so that I would have stopped inadvertent usage of the mobile, as I did immediately when email alert at 21925/= was received.
4. The argument forwarded by vodafone in the correspondence I had with them is that Mobile service was used in international roaming, yes mobile data usage was done knowingly or unknowingly.
5. BUT HAD DID THEIR DUTY BY SENDING THE ALERT AT 11100/= LIMIT (WHICH WAS SET BY VODAFONE ITSELF) I WOULD HAVE BEEN SAVED FROM PAYING 11000/= EXTRA. IT IS BECAUSE OF THEIR NEGLIGENCE I HAD TO SHELL OUT ABOUT 11000/= EXTRA.

I requested them to revert back this extra charges, but they have not accepted my request even after long correspondence had with them. Please help me recover the same. I am attaching the copy of email correspondence had with them and the mobile phone bill for your kind information and guidance. If you need any more information or documents please feel free to revert.

Regards
Mahesh Bhagwani

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