Complaint Details

Status	:	Closed
Complaint No	:	0004379/2013
Category	:	Telecom
Date	:	25-04-2013
Subject Line	:	Verification Issue - #8860847543
Complainant	:	Tribhuwan Chandra Joshi
Address	:	Opp Kashi Vegetable Store, Galli No 3,
Complainee	:	Vodafone
Address	:

Complaint Details
I am customer from last 10 years. My phone number is 9899046226. Recently, I decided to convert my second number to postpaid with corporate plan.

The number 8860847543 is being used by my wife. The conversion went over smoothly and the number got transferred to postpaid smoothly. Now came the verification process which was the paradigm shift for me. The field executive contacted me (from his number 9873077515) on April 15th at 3:00 PM for the verification. He first contacted on 8860847543 which was not picked by my wife and then called my number 9899046226. I picked up the call and informed him that I and my family are not at home today and will be back by 6:00 PM. He asked me if I own this house or I stay on rent. I informed him that I stay on rent. That was the end of the conversation.

On Apr 17th the outgoing calls on my wife’s phone 8860847543 were barred. I immediately contacted Customer Services and informed about the whole incident. The rep logged a complaint (2343385638) and informed that verification will be done in 24-48 hours. I contacted the Nodal Office and they gave me another service number. The services on the phone 8860846226 have been blocked completely.


My questions:

1. Why the verification is required in the first place when I am using another number
9899046226 at the same address, receiving bills every month from last 7 years? Also, I gave the address proof to the sales executive who visited my home for the activation. Is this correct policy/process?
2. Why the field executive didn't even once called me when he was unable to locate the
address. Why didn't he contact my landlord to verify my identity? Why false information was mentioned in the verification form?
3. Why the Customer Service rep didn't inform me the correct time-frame for re-
verification?

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