Complaint Details

Status	:	Closed
Complaint No	:	0126960/2020
Category	:	Telecom
Date	:	18-11-2020
Subject Line	:	Unilaterally suspended/disconnected two mobile numbers
Complainant	:	Chetan Desai
Address	:	D-16, Jaldarshan Society, Ashram road
Complainee	:	Vodafone Idea
Address	:

Complaint Details
I would like to start with providing background of the issue.

In July 2017, we had to leave India for a short period of 3-4 years. Two mobile numbers 9825132176 and 9825191998 were with us and in use for a very long time, over 15 years if my memory serves me right. Since we were to come back after short duration, and we wanted to keep our numbers with us when we come back, we went to Vodafone store to understand our options. We were advised to keep both the numbers under “Safe Custody” with Vodafone, for which, we just have to pay yearly fees, and whenever we want, we can get them activated. As advised then, we kept sufficient amount in both the accounts so that every year fees could be debited from out accounts and both the numbers can be kept under “Safe Custody” till we come back to India and get both the numbers reactivated.

In the year 2018 and 2019, we were sent an email, informing our “Safe Custody” period coming to an end and on our request on email, both the years, “Safe Custody” period was extended for the further period of one year, necessary amount towards fees for the same was deducted from our balance in respective accounts.

With this background, let me now come to the issue.

On 12th November 2020, I received two separate emails, informing my refund has been processed. And that the cheques towards my balance in both the accounts are dispatched to our registered address.

I immediately approached customer care (corporate care) and inform that both the numbers were in “Safe Custody” and need to be kept under “Safe Custody”.

To which, I received reply on 13th November, stating both the numbers are disconnected on 30th October and released for activation with a new user. Also, if I want to have these numbers again, I have to visit Vodafone store personally and get them again, provided numbers are not issued to or taken by new user.

Subsequent to this, I approached customer care again on 13th November, Appellate Gujarat on 13th , 14th and 16th November. I tried to explain them urgency and sensitivity of the matter. Following are the points I tried to put forward.
1) Both the numbers are in safe custody since July 2017.
2) Sufficient balance was kept in both the accounts to deduct fees towards extension on the Safe Custody period.
3) Safe custody period already extended twice in the year 2018 and 2019.
4) This time both the numbers are have unilaterally suspended/disconnected.
5) They have done this without my request/consent/approval.
6) We are not in India and visit to any store personally is out of question.
7) Our Government/Finance/Service/social media accounts are linked to these numbers which are sensitive in nature.
8) This unilateral decision/action can result in to breach or sharing or misuse of our personal/financial/government data

However, unfortunately and to my utter surprise, they chose to copy paste same reply in all responses of 13th November, 14th November and 17th November. They have chosen not to respond to any of my points mentioned above and stuck to their standard copy paste reply, even the Appellate office also did it twice.

I come to you to help in keeping both my numbers and stop Vodafone from taking this unilateral action.

Kind regards,
Chetan Desai

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