Complaint Details

Status	:	Closed
Complaint No	:	0127501/2020
Category	:	Telecom
Date	:	18-12-2020
Subject Line	:	Incorrect invoice received as a result of wrong advice
Complainant	:	Bernadette Rodrigues
Address	:	Hiranandani Meadows, Thane
Complainee	:	Vodafone Idea
Address	:

Complaint Details
Subject- Incorrect billing for my phone number +91 9820609276 which was a Vodafone Idea number since the last 19 years but had to move out due to tremendous network and service issues

I would like to register a complaint regarding the invoice I received from Vodafone Idea for the value of INR 3073/-.
I tried to port out of Vodafone Idea on 30 Oct, 2020 due to the network issues I was facing, however, when I raised a port out sms I got the below message -

“UPC cannot be generated for the reasons: (1)There are subsisting contractual obligations with your service provider. Please contact y 1900 till 31-10-20 13:21".

I called the Helpdesk to understand what this message means and I got to know that since I was on the RedX plan and I had not completed 6 months of being on the plan I would not be able to port out. I was also requested to change my sim to ensure better network.
I went to the Vodafone Idea store to then obtain a new sim and also made a payment of all outstanding dues on 30th October. I decided to give Vodafone Idea a chance to demonstrate better network since I had a new sim, but the network did not improve.
I called the Helpdesk again between 3rd and 6th November to complain about the services. This time I asked since I had not used any of the RedX services can I change the plan and port out and if there would be a charge. I made these calls twice to ensure that I was receiving the correct information.
I was clearly informed on both counts that I can change the plan on the app and there would be no charge since I had not used any of the benefits & if for some reason there was a charge raised, the same would be reversed. I changed the plan and again requested via sms to port out.
I started receiving multiple calls asking me why I would like to port out. Finally when I called Vodafone around the 6th or 7th November I was informed that it can take upto 12th November to receive the UPC code. This was about 8 days away. But I was patient and did not call until 13th November when the UPC code did not come. On 13th November I was informed by the Helpdesk that my request was closed. This is something I did not initiate and hence was really upset, no phone network was hampering my day to day work and was getting extremely frustrating.
Finally on 13th November, I regenerated the porting sms and this time the UPC code came. However shortly after that, I got a call from Vodafone Idea to give another chance to improve the network and to cancel the port out. I was also told that no bill will be generated for the next 2 months for this number of mine. So on 14th November I canceled the request, I honestly wanted to give Vodafone a chance since I was a customer since many years. I reiterated that the payment of the bill was not the issue but the lack of network was the issue, I needed to have a phone in my hand which worked. He assured me that he understands my situation and that there would be no network issues and that I should give VI a chance and retain with them. I agreed but informed that if the network did not improve I will be forced to port out. Problem got worse when I was I Goa end November to first week December. I literally had no network. This was the last straw and I simply was left with no choice but to port out. I must add that over the period of this last 2 months I have made multiple calls to VI asking to my network to be improved and I must have received even more calls from VI on my network issues but with no resolution.
Finally on 3rd December I generated the new port message and I received the UPC code. Again I received multiple calls from Vodafone Idea but this time I was determined not to give VI another chance as you had failed me too many times.
I have since moved out of VI to Airtel on 8th December and my last day with VI was 7th December after almost a 19 year relationship.
I have now started receiving a sms for unpaid invoices. I must say that VI has not failed to disappoint me at all. After requesting me to stay on and give the network a chance - which did not improve, to telling me that I will not be charged for the RedX plan since I did not use the benefits and I should change the plan on the app, to promising me no invoice for 2 months, it comes as a rude shock to me that they can blatantly lie to retain customers and then bill them.
I called the Helpdesk on 11th Dec 2020, to enquire about the bill of INR 3073 that has been raised on my phone number I was told by Hitesha, that there is no commitment to the communication that I had earlier received and that the RedX charge will be the exit load I will have to pay. She also told me that 2500 was RedX and the rest is my monthly rental, so how was I promised no bill for 2 months? Again she said there is no commitment.
The discussions I have had with Vodafone are all recorded & I would like to have these heard and reviewed. If I had to stay on for 1 more month t avoid these charges, I would have done so. Why should I agree to pay for benefits I did not use or the fact that most of the last few months I did not even have network unless I was in wife and using Whatsapp to call and text. I would like to request a formal complaint and that the call records be reviewed and charges reverse. Request your help with this

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