Complaint Details

Status	:	Closed
Complaint No	:	0037980/2015
Category	:	Telecom
Date	:	12-01-2015
Subject Line	:	Unauthorised international roaming charges billed ammounting to Rs.55,501
Complainant	:	Chittaranjan Musib
Address	:	803-C,Techno Park II,Thakur Village,Kandivali East
Complainee	:	Vodafone
Address	:

Complaint Details
Sub: Complaint for international roaming charges for which no formal/informal request was made to Vodafone Customer care Mumbai for mobile no .9820523278
Dear Mr Managing Director &.CEO, Vodafone India Ltd.
At the outset I wish you A Happy and Prosperous 2015.
First let me introduce myself and thereafter I seek your help and interference to solve a unique problem of unauthorised abnormal billing by Vodafone, Mumbai.
I was a senior executive in ONGC and retired from Mumbai in 2003. During my service in ONGC I was a customer of Orange which was taken over by Hutch and Hutch has been taken over by Vodafone. The same mobile number is being continued after my retirement. During my service payment of mobile bill was made by me and by the company. But Vodafone treated me as a corporate client which was not known to me till 24th October, 2014 when it was informed by Vodafone Customer Care. But I am a post-paid customer from the very beginning of mobile phone in India. So, I am having a long-term relationship with Vodafone and I settled my monthly bill online with in the due date.
The Dispute :
On 17th October, 2014 I spoke to Vodafone Customer Care, Mumbai with a request to deactivate my 2G system and keep the basic mobile service active since I was coming to USA for a long period. Vodafone Customer Care confirmed deactivation by sms. Since I was
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busy for my travel arrangement, I could not check my emails as well as messages My mobile was switched off from 18th October,2014 after deactivation of all systems. On 24th October, 2014 I saw one email from Vodafone, Mumbai asking me to deposit an amount of Rs.13689 towards international roaming charges which was a rude shock to me. On 24th October,2014 I made a telephone call from San Francisco,USA to Vodafone C customer Care ,Mumbai and told her that there must be some mistake as I never asked for international roaming facility and also requested to make necessary correction of my October,2014 billing. She was rude to me and replied that I being a Corporate Customer, I should speak to Corporate Assistant and did not forward the call to her seniors. This matter I brought out to Vodafone Customer Care, Mumbai through my emails and number of telephone calls were made to Customer care on this matter from 24th October,2014..
Since I never asked for international roaming facility to Vodafone Customer Care,Mumbai, I was not aware of the existence of such facility in my mobile. Neither it was activated by me nor it was used during my stay outside India from 18th October,2014 which was confirmed by Vodafone.
In all my emails I sought the justice. But Vodafone does not believe the statement of and confirmation made by a senior person like me whose credibility is being questioned and asking me to pay the excess billing of Rs.55, 501.80 and simultaneously they have disconnected my mobile services from 4th November, 2014.
Later on I took up the matter with Vodafone Nodal Officer, Mumbai and submitted all correspondences with Customer Care Mumbai. All my efforts became futile as they also furnished same reply which was so long given by Customer Care.
On getting such negative response I sent one email to Vodafone Appellate Authority, Maharashtra on 15th November, and 2014.The copy of this letter is also attached with this mail.This appeal has been sent to Vodafone, Mumbai by Pune office.
Later on I submitted an appeal with Appellate Authority,Vodafone,Mumbai on 16th December,2014 and the unique appeal reference no.1635891950 dated16.12.2014 has been allotted to this appeal.
In view of such an attitude I have formed an opinion that a vicious circle is playing in Vodafone to cheat the genuine customer in the form of excess billing and forced the customer to pay as none can afford to fight a legal battle with a Corporate like Vodafone. I came to know from my nephew who is in State Bank of India that Vodafone is hunting me all over the country rigorously to collect the money by any means. It pained me by such attitude of Vodafone. I, being a professional Practitioner and associated with Maharatna and Navaratna companies of Government of India for Cost Audit ( my firm name is Musib & Co.) , I have my reputation which is being maligned by Vodafone.
Although I made an appeal to the Appellate Authority, Mumbai but I do not expect any positive result as I found that the officer who was dealing the case as Nodal Officer, the same person is replying as Appellate Authority. (Letters are attached in attachment no.2)
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Now, my request to you to get the case examined thoroughly and if there is a miscommunication and fault of the Customer Services, justice should be restored forthwith.
I am ready to go to Consumer Forum Court if the matter is not resolved at your level. I am sure that Vodafone will earn a bad name once the case is heard in the Consumer Court. If the intention of Vodafone is to provide a genuine service to the customers, Vodafone must practice transparency in the system and a pragmatic approach to deal honestly and fairly with all customers whose loyalty and integrity are established.
I look forward for your kind intervention to settle this issue. Since I am in USA I resort to send this letter through email and I also request you to inform me through email as none of my family members are in India.
Thanking you,
Yours sincerely,
Chittaranjan Musib
Mob.9820523278 ( Suspended by Vodafone)
Camp: 103 Serena Ct. Mountain View, CA 94043 Tel. 781 363 7761

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