Unethical Pratices by Service provider(Vodafone)

[gary4gar]

Hi,
I am very pissed off with Vodafone. They are charge just anything in name of Value added services.

Case 1:
Got a Promotional SMS few weeks back That participate in contest by answering a simple Question. Charges Rs.6 per SMS. i did.
a sms Came in reply "Service is Down at the monent, Please try again later. still i got chraged for Rs.6/- for sending a sms :@ :@ :@ Still i ignored considering a isolated case

Case 2:
watched a TV Commercial of Vodafone regarding Alert Service. The scroll on screen read "Dial *123*143# and get Love guru alerts on your phone. Charges @30pm". In curiosity of what exactly this Love guru alerts were I dialed that number(I never wanted to activate this service rather wanted to know what actually it is). to my horror service got activated WITHOUT confirmation. and balance gone:no:
Still after 5 days didn't receive a single alert or got my balance back:@ :@


Now, I Decided to file a Compliant to Vodafone via E-mail.
Here is the mail which i have sent and waiting for response

To: Nodal officer @Rajasthan
cc: Customer Care

Subject:Unethical & Restrictive Trade practices followed by vodafone regarding Value Added services
Hi support,
I am prepaid customer of Vodafone and have some complaints.
I am Not Happy with the way you guys handle VAS services.

~~(Sorry for Long e-mail, this is very long story, please read it with patience)


The INCIDENT:
On a lazy afternoon of 15 May 2008 a Guy just watched a TV Commercial of Vodafone regarding Alert Service. The scroll on screen read "Dial *123*143# and get Love guru alerts on your phone. Charges @30pm". In curiosity of what exactly this Love guru alerts were he dialed that number(He never wanted to activate rather wanted to know what actually it is). to his horror service got activated WITHOUT confirmation. in a Instant his balance reaches negative
As,his mobile number was his ONLY communication channel(even there in no alternate contact in case of emergency) is disconnected. Tries to call Hepline & is very Hopeful that Vodafone customer care is means it when it says "Happy To Help" .Disappointingly response is negative from helpline. The executive says it not possible to reverse the balance. the call agent just tells the procedure to deactivate the service, saying you have to Do it yourself by *123*144# .I am surprised how possessional your agents are they don't even care to give a Case-id/Docket no for tracking of issue.

When trying to deactivate the service. The screen reads "Hello, you gave not subscribed to Vodafone Alerts - Love Guru service."

~WHAT THE HELL!!
Then what did i pay for??

Previously got a Promotional SMS few weeks back(don't remember details) That participate in contest by answering a simple Question. Charges Rs.6 per SMS. i did.
a sms Came in reply "Service is Down at the monent, Please try again later. still i got charged for Rs.6/- for sending a sms .I ignored considering a isolated case. by you guys just repeating mistakes again & again. many of my friends have also faced this.



Some questions i would like to ask

* Activation doesn't require any confirmation whereas deactivation requires explicit confirmation from users. WHY can't this be termed as a Unethical pratice?

* Why Call agent Failed to Give me unique case-id, so that i could further track the case. is this how professionals behave

* if i haven't received any alerts then why & by whose permission my hard earned money is wasted.
Don't you care about your subscribers money?





What i want:
* Please give a Case id/Complaint Number as Confirmation of Receiving my complaint
* Change the Process of Activation of VAS for Prepaid subscribers, make it more subscriber friendly.
* As a token of acceptance, of the above said condition. Please refund the fee which charged for absolutely nothing back into my account.
* Public Announcement about change of Process of Activation of VAS for Prepaid subscribers

Lastly, I hope Vodafone will understand me and do the needful

Over & out


Regards,
Gaurish Sharma
Mobile: 9xxxxxxx

Just wanted to know how many of you have been charged like this?
and Please tell i am right or wrong by filing a complaint just for mere Rs.30:S

[Pathik]

Haha .. Love Guru Alerts!
BTW try calling CC and abuse them. Or better still, Go to a nearby Vodafone gallery and start shouting

[gary4gar]

I am going by the procedure Prescribed by Trai
Each service Provider has to Appoint Nodal Officer & Appellate Authority & Publish names of this website
here is Document given by Vodafone
Manual of Practice for Handling Customer Complaints

[praka123]

@gary:it is the same thing with Idea also! ! pichle mahine Rs1200(postpaid) agaya tha mobile charge!just some girl call and describes that moving to another plan is gr8,u got this much free calls,std is cheap blah blah...and I just typed "2" ,I think -huge bills!
for consecutive 3 months,Idea was bullying(I feel) to get me to postpaid 750rs plan !first I was on 199 plan,then bill came 350 something...next moved to 350...it reached 500+,then on same plan next month it came Rs1200 ,I dint argued with them...just changed to prepaid and got the peace of mind back !
"number portability" -if available,most ppl will shift sure to bsnl cellone service

[FilledVoid]

@gary:it is the same thing with Idea also! !

OMG Same here. Im so angry with them. When I go to Tamil Nadu I get calls from numbers and then I pick it up thinking that it might be from someone I know . but guess what Its advertisements. And at Roaming rates also. I called these morons thrice already about this.

[Pathik]

Did you try the Do not Disturb registry? Filledvoid?

[it_waaznt_me]

Hmmm... I hope they'll read all of that ... .. Here in Airtel Customer Care you get only 100 characters (no special characters allowed ) to "describe" your problem. Once I lodged a complaint about the maximum characters allowed in your complaint .. .. They didnt even respond to it ..

[Cyrus_the_virus]

Originally Posted by Pathik

Go to a nearby Vodafone gallery and start shouting

Doesn't work, when I was with hutch 3 years back, and got to the verge of loosing my sanity with them, I went to the hutch shop and after a heated argument with the rep, who was showing me the bloody lcd screen, I stood up and walking away I told him, Take it and shove it up your a** , unsurprisingly he told, OK SIR!

[it_waaznt_me]

^^ Happy to help ...

[MetalheadGautham]

If nothing satisfies you, and they keep trying to make money out of you despite your saying no to such calls from them, and they trying to contact you for offers while roaming, then just go to court. There is no other way.

And yes, if you get toooo many calls, go for Virgin Mobile

[uppalpankaj]

Originally Posted by praka123

@gary:it is the same thing with Idea also! ! pichle mahine
"number portability" -if available,most ppl will shift sure to bsnl cellone service

BSNL is the most disgusting service provider on this earth....Although its cheap but it never connects. To talk 2 someone, u gotta dial the number at least thrice...This has happened many times. My Dad has BSNL and my bro had Airtel a couple of months back...I dialled from my landline number upon My DAD's BSNL mobile and the message says again and again ----THIS NUMBER IS SWITCHED OFF--------- After half an hour of trying I call upon my Brother's Airtel..He picks up the phone and tells me DAD's phone was never switched off as he was with him frm the past 2 hours....

Bakwaas BSNL..Pathetic services

AIRTEL - I switched to AIRTEL due to pathetic services of BSNL....But here they keep u charging without any reason...CC reps keep on calling..Change ur plan..Issme fayda hai...Par actually company ko faayda hota hain ussme subscriber ko nahin...A month back they activated the 1000 mins local pack and said u will have 2 pay only Rs. 500 along with bill plan charges for this...Arre bhai waise bhi mera kabhi bill 430 se zaayda nahin aaya...Now I have 2 pay more without any reason...

THEY DEVISE NEW WAYS TO EXTRACT MONEY FROM THE SUBSCRIBERS.....

[ThinkFree]

Originally Posted by gary4gar

Hi,
am right or wrong by filing a complaint just for mere Rs.30:S

Nothing wrong. Its not the matter of money involved but rights of the customer. Write to TRAI. You also have the option of going to consumer forum

[cool_techie_tvm]

They had disconnected my phone to due non-payment of bills. Its not because i cannot afford the 3k bill, its because i dont get time for paying it before the specified date. Hence i got this custom of making a payment of 500/- every week. Means instead of paying the whole 3k or 2k in lumpsum, i make the payment in parts of 500/- every week....

Some days earlier, i made a payment of 800/-. I wasn't provided a receipt for the transaction. The cashier mentioned that i would be getting a message by sms. Didnt have the time to argue with him and left them for good. The next day, while traversing along the highway, the car developed some problem and stopped abruptly. The service center number was on a sticker in the front pane, and i decided to give them a call. It was then that i realized that they haven't credited my account with 800/- which i had paid earlier. And i was stranded in the highway for 2 hours. And the amount was credited to my account only after 18 hours and my outgoing was released an hour after that.

That evening i terminated my Vodafone postpaid account...

Now am on Airtel Corporate, lemme see what they has to offer

[Tech.Masti]

^^^what is the facility of airtel corporate connection??? i heard a lot about it.....

[cool_techie_tvm]

Am on a custom plan, named US Tech 249 Plan - KL, specified only for employees of the firm. The following are the offers i enjoy :

1500 Local A2A CUG Mins Free
300 Local SMS Free
500 Local A2A Mins Free
600 Local A2M Mins Free
50 STD Mins @ 50ps. After 50 mins, A2A STD 1/- per min.

Local to Airtel Mobile - Rs. 0.30
Local to Other Mobile - Rs. 0.40
Local to Landline - Rs. 0.80

[gary4gar]

[update]
Got a Call from Vodafone office. The lady tried to argue that its my fault saying the advertisement shown in TV was not a place of inquiry its only for activation . Agreed but as per Trai Service "Service Provider Requires Explicit Confirmation from subcriber before activating any VAS"

The lady look tensed, just kept saying its not the way. you should have called helpline and said. why you went to Nodal Officer. I kept Firm. lastly she banged the phone down


please give suggestions, what should i do further

[uppalpankaj]

Received my AIRTEL Bill right now...I am furious...My bill has doubled...They activated 1000 mins pack..This time the bill is Rs. 1020 instead of Rs. 430/-

What shud I do now????

[cool_techie_tvm]

Expect more calls from Vodafone. Explain the current scenario faced by u. Be also sure to explain the rudeness experienced from Vodafone CC.

[MetalheadGautham]

Originally Posted by gary4gar

[update]
Got a Call from Vodafone office. The lady tried to argue that its my fault saying the advertisement shown in TV was not a place of inquiry its only for activation . Agreed but as per Trai Service "Service Provider Requires Explicit Confirmation from subcriber before activating any VAS"

The lady look tensed, just kept saying its not the way. you should have called helpline and said. why you went to Nodal Officer. I kept Firm. lastly she banged the phone down


please give suggestions, what should i do further

you are on the right track
next, ask for a refund if you can
tell them that non following of guidelines cost you dear
also barrage them with other complaints you have
try to get an online presence for this issue
it will ensure that they get negative publicity
they can't do anything ecept compensate you

otherwise, there is always Consumer Court

Originally Posted by uppalpankaj

Received my AIRTEL Bill right now...I am furious...My bill has doubled...They activated 1000 mins pack..This time the bill is Rs. 1020 instead of Rs. 430/-

What shud I do now????

Screw them.
call them and start arguing.

thats always step #1. what happens then decides the remaining steps.

[Xccentricity]

I had the same problems with Vodafone,

Once my validity had expired CC said I had to recharge for Rs.699 with a talktime of Rs.25 being added!

I had enough of this crap and switched to Spice, Spice's call charges are also damn cheap.

[arupch]

I'm with Airtel. I had similar experiences of unsolicited subscription to Artel Masti Pack. Tried to complain to CC but without any effort. Then wrote a mail nodalofficer demanding immediate deactivation of the masti pack and refund of deducted 20 Rs. within one day my request was met with and Rs. 20 credited to my account.

Here is the reply:

Dear Mr. Chatterjee,

This is in reference to your concern below.

We regret the inconvenience caused to you in this regards. Please note that we have deactivated the service and credited Rs.20/-into your prepaid account and we assure you that such similar incident would not be repeated.


It has always been our endeavor to provide you with the best customer service and we assure you of our sincere commitment to meeting all your future requirements too.

We value your association with Airtel.

Yours sincerely
Nodal Officer.

We are operational from Monday to Friday from 9:30 AM to 6:30 PM. All mails coming to us after 6:30 PM or on non working days shall be addressed on the following working day.




arup.chatterjee wrote:

14-05-2008 12:47 PM

To
nodalofficer.wb@airtel.in
cc
121@airtel.in
Subject
983xxxxxxx






Sub: Unsolicited subscription to Airtel Masti pack

Dear Sir,

After receiving a message from Airtel and a charge of Rs. 10 being deducted from my prepaid account it came to my notice that I've been automatically subscribed to Airtel Masti pack.I called the 198 (Customer Care) twice and requested to stop the service . I've been assured that the service will be stopped on 8.5.08 afternoon. But today morning (14.5.08) I got a message saying " your subscription to Airtel Masti pack has been auto renewed" and again an amount of Rs. 10 got deducted from my account. When I contacted Customer care again they said they are unable to do anything as I must have renewed the service. They asked me to call 5453217 to stop the service which is a paid service. I called 543217 without any result.

I also must mention here that the customer care executive who answered my call was rude and far from being helpful.

My question is, why I'm being harassed for a fault which is all yours and I have to pay for it.

Please look into the matter and stop the practice of making money by subscribing the customers unsolicitedly to a service and then declining to stop the service.

Therefore I would request you to look into the matter and deactivate the service immediately with a confirmation to my phone number. I also demand reversal of the deducted Rs. 20/- to my account immediately failing which I will take up the matter to higher authority.

Regards,

Arup Chatterjee

[uppalpankaj]

cool...I am also gonna send a mail to the nodal officer..Which id shud I send it on??

Is it the same as nodalofficer.wb@airtel. For Punjab and Uttaranchal what will be the id of the airtel nodal officer??

[Pat]

Originally Posted by uppalpankaj

Received my AIRTEL Bill right now...I am furious...My bill has doubled...They activated 1000 mins pack..This time the bill is Rs. 1020 instead of Rs. 430/-

What shud I do now????

This is the reason why always opt for a post-paid connection! That way YOU are in control and YOU are the master! Its very common for Airtel (based on my personal experience) to charge for something that you have never used or for something you have not done (late payment for example)! I simply minus the amount the amount and pay the correct amount and tell them on the face I am not paying a rupee more! Guess what ? They cant do anything about it! I recently got so pissed off with them that I ordered them to disconnect my connection and dint pay that months bill at all!

So my suggestion to you, pay only 430 and tell them you are not paying a rupee more!

[uppalpankaj]

Thanks Pat 4 ur answer...This means I will have to lock horns with them...

There is no other alternative...

[MetalheadGautham]

Originally Posted by uppalpankaj

Thanks Pat 4 ur answer...This means I will have to lock horns with them...

There is no other alternative...

there IS a better alternative.

take suffitient proofs of the event and file a case in a copurt against them. make lots of noise while at it. You will get compensation plus extra money in "damages". A friend of mine did this with very positive results. Took over a month though.

[praka123]

Originally Posted by Pat

This is the reason why always opt for a post-paid connection! That way YOU are in control and YOU are the master! Its very common for Airtel (based on my personal experience) to charge for something that you have never used or for something you have not done (late payment for example)! I simply minus the amount the amount and pay the correct amount and tell them on the face I am not paying a rupee more! Guess what ? They cant do anything about it! I recently got so pissed off with them that I ordered them to disconnect my connection and dint pay that months bill at all!

So my suggestion to you, pay only 430 and tell them you are not paying a rupee more!

Are you sure you wrote postpaid?
My suggestion is always move away from postpaid connections for Prepaid!!they will loot you to the max extent

[cool_techie_tvm]

Originally Posted by uppalpankaj

cool...I am also gonna send a mail to the nodal officer..Which id shud I send it on??

Is it the same as nodalofficer.wb@airtel. For Punjab and Uttaranchal what will be the id of the airtel nodal officer??

For punjab its nodal.punjab@airtel.in

Originally Posted by praka123

Are you sure you wrote postpaid?
My suggestion is always move away from postpaid connections for Prepaid!!they will loot you to the max extent

Like mentioned by him, i too would recommend postpaid. A mere mention of disconnection would rattle them from their nests and solve any problems rised...

[praka123]

^well,my experience is reverse , I have changed from postpaid to prepaid and very happy now

[gary4gar]

[update]
Didn't receive any reply but got Rs.30INR credited to my account.

[Pathik]

Now threaten to sue them for mental harrassment & related stuff and get some more. . Hmmm.. I am bored.