Complaint Details

Status	:	Closed
Complaint No	:	0117330/2020
Category	:	Telecom
Date	:	03-07-2020
Subject Line	:	Billing and plan change Issue
Complainant	:	Adhish B Mane
Address	:	A/5,Vishwakiran CHS, Govt. Colony,Bandra (E),Mumbai
Complainee	:	Vodafone Idea Limited (formerly Idea Cellular Limited)
Address	:	Aditya Birla Group & Vodafone partnership, Birla Centurion, 10th Floor, Plot No. 794, B Wing, Pandurang Budhkar Marg, Worli, Mumbai - 400 030 India

Complaint Details
Respected Sir/ Madam,
The undersigned has been using the mobile no. 8108787555 (idea) and since idea merged in Vodafone, thereafter the undersigned follow the rules and regulation of Vodafone in respect of said number.

The undersigned was complaining for mobile no. 8108787555 about “NO” voice for incoming and outgoing call since 30/03/2020 to call centre of Vodafone on phone and also on 02/04/2020 to Email corporatecare.india@Vodafoneidea.com , but no solution has been received from Vodafone till 18 April 2020 and instead of replying, the bill amounting of Rs763.73/- has been generated for REDX plan on 18/04/2020 (Till this date nobody from call center or corporate care email had informed about REDX plan from 30/03/2020).

Further by email dated 20th April, 2020 and 21 April, 2020 wherein the undersigned informed Vodafone regarding the bill of Rs. 763.73 have been generated against mobile no. 8108787555 under RED X Plan. In the said email also informed that the said plan has not been activated by the undersigned. The relevant portion of the said email is quoted below for Vodafone ready reference.

“I received the last month bill of Rs. 763.73/- for RED X Plan, but I have never activated RED X plan as I am using basis Samsung GT E 2252 phone for calling only for more than 2 years with the basis plan of Rs. 99..”

In response to said email, the undersigned had received an email from Vodafone on 21th April, 2020. The relevant portion of the said email is quoted below for your ready reference.

“I have checked your account details and wish to inform you that, the plan is changed to Red X999 plan on 30th March, 2020 after entering the OTP and verifying your number. The OTP generated the reason for OTP via website. We also do send SMS intimation on successful tariff plan change. In case you still wish to enrol back to your previous plan you will be changed a Red X exit fee on your number 8108787555.”

Since the reply received from Vodafone was not satisfactory, the undersigned vide email dated 22th April, 2020 informed Vodafone the factual position of the said matter in detail. The relevant portion of the said email is quoted below for your ready reference.

“Request you to investigate matter thoroughly, since I have neither asked nor consumed RED X plan. Kindly direct Vodafone to stop the wrong plan, correct the billing and the network issues(NO voice for incoming and outgoing call) as these are pending from Vodafone side since 30th March, 2020”

In response to the said email, the undersigned was in receipt of email dated 6nd May, 2020, wherein Vodafone have informed that

“ We would like to inform you that if you move to a different plan within 6 months from REDX to any plan, there will be an exit fee of Rs.3000.
Also, the charges that has been applied to your account is according to your usage and same cannot be reversed.”

In order to get the detail clarification on Vodafone on above email, the undersigned vide email dated from 7th May, 2020 to 21 nd May 2020 requested Vodafone to provide the detail clarification on certain issue mentioned therein.

Further, instead of replying the same in detail, Vodafone vide e-mail dated 25th April, 2020 requested for extension of time in order to resolve our query incorporated in email dated 28 April, 2020. But
Problem not resolved after many mails to corporatecare.india@Vodafoneidea.com and then to appellate.mum@Vodafoneidea.com also, received a additional bill of Rs 2,064/- on 18 may 2020
Since, no reply had been received from Vodafone, the undersigned vide email dated 21th May, 2020 requested for discontinuation/suspension of the services of the number if there is no solution for the problem from Vodafone.

Again, Vodafone vide email dated 21st May, 2020 and 22nd May, 2020 requested the undersigned for extension of time in order to expedite the matter in line of our query incorporated in the email dated 18th May, 2020 and 21 May 2020.

The undersigned vide email dated 22nd May,2020 draw the attention on our earlier email address to appellate.mum@Vodafoneidea.com and requested therein to stop the all services of the said number.

Further, without taking any positive action, Vodafone vide email dated 23rd May, 2020 requested for extension of time in order to resolve the issue.

On 23rd May, 2020, the undersigned had received a call from Vodafone customer care and communicated with them for some time and then again same problem started of NO voice for calls and then unfortunately the undersigned cannot communicate with customer care of Vodafone due to voice problem and requested Vodafone Customer Care to contact the undersigned on alternative number.

Again, Vodafone vide email dated 23rd May, 2020 requested for extension of time in order to expedite the matter. No clarification received till date to mail from undersigned on 5 June 2020 from Vodafone.

Now the undersigned is in receipt of the SMS on mobile from Vodafone regarding deactivation of the disputed number in June 2020 due to non-payment of bill. Further, the undersigned also is in receipt of the bill of Rs3,057/-for month of March, April and May 2020 against the said plan.

In this connection, the undersigned hereby inform Vodafone Customer Care that the matter has been pending from Vodafone side since 30 March, 2020 and without resolving the same the undersigned is not in position to pay the bill generated against the said number till date. The undersigned hereby request Vodafone to take into the consideration the correspondences so far undersigned had with Vodafone to take the necessary action in order to settle issue in respect of bill amount.

Above mail was send on 22/06/2020 but no reply has been received, subsequently send reminder on 02/07/2020 and received email from Maqbool.Khan1@Vodafoneidea.com as follows

“We wish to inform Vodafone Idea that there is an overdue amount of Rs. 3057/- against Vodafone Idea Vodafone Ideamobile phone number 8108787555 and Relationship number 119586391.

We request Vodafone to make the payment for the balance over-due amount at the earliest to avoid further action.”

Without resolving any issue pending since 30/03/2020 demanding Rs. Rs 3057/- in response to our earlier email. The mail regarding same was forwarded to Maqbool.Khan1@Vodafoneidea.com On 02/06/2020.

Without giving any solution for “NO” voice for incoming and outgoing call since 30/03/2020 vodafone only replying on RED x plan activation, deactivation charges and shift to 499 plan by app but as I am using basic phone I cannot install the Vodafone app. After complaining so many times they have neither shifted me on my previous basic plan nor solved the problem facing since 30/03/2020 and stopped the service of phone due to unpaid bill.

In view of the above, being aggrieved from the above situation, the undersigned hereby request you to lodge the complaint against Vodafone in order to protect the interest of undersigned from monetary liability.


Regards

Adhish Mane.

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