I think you are not understanding the situation out here or else you do not want to understand it. I am not debating on the bill amount or the charges. Please read the email correctly. I am talking about the wrong information which was provided to me. And I know right now bundle data is not applicable because I have activated another plan because of wrong information provided by your executive that the bundle offer has expired. Please check the call recordings and then reply appropriately.
If you are not ready to resolve the query then please let me know the higher escalations or I shall directly mail to TRAI. And in the meanwhile I’m already researching where to PORT out my number which has the best plans. I’m thankful that we have an option for porting so I can port all the Vodafone numbers on my name used by my family members.
brother Jitesh Patel
On Nov 18, 2014 11:26 AM, "Vodafonecare Mum(MUM)" wrote:
>
>
> Dear Mr. Patel,
>
> Thank you for your email dated 17/11/14, regarding Data charges for your Vodafone mobile number
>
> We regret for the inconvenience caused to you.
>
> We wish to inform you that we have checked your bill dated 25/10/14 and confirm that charges towards Data rental charges are indeed correct and payable as the same was active on your above mentioned Vodafone mobile number and were charged on pro-rated basis.
>
> We also confirm that there is no any Handset bundle offer is active on your above mentioned Vodafone mobile number as the same is not applicable.
>
> Hence, we are unable to reverse the charges.
>
> We assure you that our billing system accurately monitors usage just the same as Voice, Data and SMS usage. This ensures that you are billed only for the service which you have actually utilized. Hence, we are unable to the reverse the same.
>
> Any additional downloads(like games/song/wallpapers etc) will be charged as per the product details mentioned along with the data charges. E.g if a wallpaper cost is mentioned as Rs.10, you will be charged Rs.10 along with data charges depending on the download size of the wallpaper.
>
> We also confirm that currently Mi_C_V_250_30d_R1gb_Fu_3g data plan is active on your above mentioned Vodafone mobile number effective, 17/11/14.
>
> You will receive 1 GB benefit on 3G network as per your data plan Mi_C_V_250_30d_R1gb_Fu_3g along with capping limit of Rs. 750.
>
> Post free usage you will be charged at 4p/10kb until your usage reaches the capping amount of Rs. 750. After this the speed will be reduced to 64kbps with no additional usage charges.
> Also, if your usage is more than capping amount of Rs. 750, you will be charged capping plan rental of Rs. 750 along with Data plan rental of Mi_C_V_250_30d_R1gb_Fu_3g plan.
>
> If your Data usage exceeds the free data limit of 1GB however within capping limit of Rs. 750, you will be charged for extra usage done beyond free data limit as per 4p/10kb.
>
> We thank you for your candid feedback and assure you that we have taken up the matter with the concerned department to avoid occurrence of such incidents in the future.
>
> We would like to inform you that corrective action will be taken against the situation faced by you.
>
> We certainly regret the inconvenience caused to you.
>
> Mr. Patel, given below is the Service Request reference number for your enquiry; in case you need to check the status on the same, you can share this number along with your cell number with us.
>
> Service Request Number- 1058686477
>
> Also, the interaction reference number is mentioned in the subject of the email; in case you wish to write to us for the same query again, please do mention this number in your email subject line. This will help us trace your previous communications.
>
> In case you need any further assistance, please do call or email us. We’ll do our best to help you.
>
> Happy to help,
>
> Ajay Hegade
> Vodafone Care
>
>
> Power to you! For easy access to an array of services you can Dial*111# from your phone and access our phone based menu for information regarding your bill, account balance, data plan details/usage and more.
>
> Now experience our newly launched My Vodafone App
>
>
>
> -Original Message-
> Hi Team,
> Name: Rajan Patel
> Issue: inconvenience due to incorrect information provided by the customer care executive.
>
> In October I was activating Rs. 150 3g data pack and was informed that I have a bundled offer of Free 500mb 3g data for 2 months as I recently purchased a new smartphone. On another call I was confirmed that the data usage calculation will be from 12th October to 12th November to 12th December. On 2nd November my 500mb was used up so I called customer care in the middle of the night to confirm weather from which date I will be getting another 500mb bundled 3g data. I was told that it is billing cycle to billing cycle. I said it was not reset on the billing cycle coz I keep checking the balance usage daily. But the executive was damn rude and said "sir ur usage is over for 2 months and now u wont be getting any further free data as u have utilised it in 2 bill cycles".
>
> After that I activated Rs.150 3g 500 mb data plan which did not get activate on time. So I called VF care again and just for info I asked the person about the bundled data and I was shocked to hear that just because I have activated the Rs. 150 data plan it has replaced the on going offer so I won’t get the another 500 mb which I was suppose to get from 12th November onwards. But no one is ready to take the initiative to escalate this further because the only reason I activated the new plan was because YOUR EXECUTIVE INFORMED ME THAT I WONT BE GETTING ANY FURTHER FREE DATA USAGE. Otherwise it’s logical that I would have been ready to pay the extra charges for whatever I use from 3rd November to 12th November so that my free 500mb is not hampered.
>
> Prior to this also there were several issues regarding the plan that was promised to me and the plan I actually got. But I let go the same because I was ok with it so far. But now this is the height of BAD CUSTOMER SERVICE.
>
> Now it’s my request to look into the matter and give some justice to almost a 7-8 years old customer who has always been a loyal customer as far as payments and usage is concerned.
>
> It is completely upto the escalation team now as to weather they want me to escalate this further to Nodal or TRAI or will they handle it on their own and give me what I deserve as a customer.
>
> Regards
> Rajan Patel
>