Complaint Details

Status	:	Closed
Complaint No	:	0030536/2014
Category	:	Telecom
Date	:	02-07-2014
Subject Line	:	Wrong information leading to incorrect charges
Complainant	:	Meenakshi Seshagiri
Address	:	Mulund East, Mumbai
Complainee	:	Vodafone India
Address	:

Complaint Details
Vodafone has charged me around Rs.900 extra on my bill. The charges were incurred because of wrong information about a service provided by vodafone. When contacted, vodafone denies all charges of misinformation and refuses to revert the wrongly charged amount.


1. Around 12th May2014, I called CC to activate 1GB internet pack. After trying for more than 25 minutes, I was unable to speak to a human representative. I followed the instructions of the IVR and activated 1GB pack 3G pack, valid for 30 days worth Rs.250.
2. Around 30th May2014, I found I have exhausted my free usage. I knew that I would be charged at 4p/10kb.

3. Around this time I received around 8 text messages with exactly the following words:
“Continue enjoying 3G service on your phone post your free usage. Activate 3G Booster with 1GB benefit @ Rs.250! To activate send ACT AB1GB to 111”
Now, assuming the above is normal English, I understand that by paying Rs.250 extra, I can replicate the plan that I just exhausted. It is better than paying standard rates.

4. I followed the instructions of the above text and filled a Booster pack on my phone.
5. I received a BILL for Rs. 1654.93.
6. When I called the CC, I was told that the “booster pack” would be active on my phone only after I have reached a browsing cap of Rs.1000. Nowhere was this ever mentioned.
Therefore, I now have to pay :
my normal rental +
calls bill +
Rs.250(for my 1GB 3G) +
Rs.750 towards my capping amount (which I DID NOT KNOW) +
Rs.250 for a booster pack (WHICH I DID NOT USE)

I was simply sent a misleading SMS. I was never given an information document. I was even unable to talk to a human represenatative.

How then can I know the nature of the service?

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