WHY VODAFONE IDEA IS A USELESS COMPANY

How a Mobile Company is Duping its Customers

I am going to describe a harrowing experience I had with the mobile service giant Vodafone-Idea.This entity came into existence on 31 August 2018,after the merger of Vodafone and Idea companies.

It is the covid period for all.I am not supposed to travel outside my home.I can't remit my bills through the mobile,since I do not use a smart phone;I still use the old cell phone.I seek my daughter's assistance to pay the bills.During the covid period,the payment became irregular and the company first barred my outgoing calls,for not paying Rs 697 in my post paid connection.Finally the incoming calls were also barred.I requested the Customercare for a waiver on the late fee in view of Covid,which fell in deaf ears.

I am having a post paid Vodafone connection,for which the monthly bill used to be roughly 470 rupees.

I don't make many calls.Since I had been a very active journa.list,I get calls from lot of people.The frquent callers are a couple of well known intellectuals.

When the calls were barred,my family opined that I don't need a pst paid connection,since I don't make unlimited calls,and we decided to change it to a pre paid connection.

Myself and my daughter went to the Vodafone-Idea head quarters at V J Tower,N H Bypass,Kochi,on 15 July 2020.It was few kilometres away from my home,and the auto charge,we found was on the higher side.They don't get many passengers during the Covid time and the auto will have to return without a passenger in its return trip.Hence I paid without any complaint.

At the mobile company HQ,we were told to wait outside and were give a token-no 48.

When we were called in,we were told by Anas,the man at the counter to pay the bill so that he can give me a new sim for pre paid connection.At the cash counter we were told to pay not Rs 697,but Rs 1290.I told him the calls were barred,and I had the information from the Customercare to pay only Rs 697.The cashier enlightened me on the company policy.My connection was post paid and I am supposed to pay the monthly rental,even if the company had barred me,unilaterally.Thus I was asked to pay for unrendered services,which I did.

We returned to Anas,who took my photograph and then gsave me the new Idea sim for pre paid connection.He said my post paid connection will be de activated on 19th.I need no pay the monthly rental;I will get a bill at the month end for 4 days use,from 15th to 19th.He said,after 19th,my old Vodafone connection will get changed to Idea.For the first recharge of Rs 194,he said I should go to a local store-it should not be done online.We heaved a sigh of relief.

It didn't last long;the post paid sim has not been de activated,or the pre paid sim has not been activated even now,on the 25th.

On 22 July 2020,I searched for numbers on the internet to call the Vodafone-Idea Kochi office.This is a problem with the mobile companies.They never list responsible names with their numbers.I got the Customercare number 9947000198 which gabe me only recorded messages;no one was picking it up at the other end.I tried several times in vaun and searched again.I got their apellate authority number 9946123456.One Sreedev answered and I told him the issue.He was positive initially,but tried to wash off his hands and told me to call up the Custmercare number 9947000198 or 199.I told him I had tried calling 198.I called 199 and found that the number does not exist.I called up Sreedev again;he scuttled the issue altogether by saying he could deal with the issue only if I had made a complained already elsewhere-he is the appellate authority!

I e- mailed my complaint to the Customercare with copy to the appellate authority,Kerala:

Sir

My number is 9388428773.
I had gone to the Idea office at VJ TOWER,NH Byepass,Kochi 6 days ago and Mr Anas to change this number from post paid to prepaid.
He gave me a new sim and told me the post paid sim will get cut or deactivated on 19th and then I can load the new sim.
The post paid sim is still active-hence the new sim is not working.
Please do the needful.

Ramachandran

I got the follwing reply at 9.31 am on 23 July:

Dear Ramachandran,

 

Greetings from Vodafone Idea Limited!

 

Hope you are safe in these challenging times of Covid-19 outbreak!

 

Based on your mail, I am summarizing your query regarding migration.

 

Any unintentional inconvenience caused is regretted.

 

I request you to kindly provide the below mentioned details in order to check and assist you accordingly.

 

·         New prepaid SIM Number

·         Token Number

·         Date of Visit

 

Thank you for your patience and support.

 

 

Thank You!

Lakshmi B

VodafoneIdea Appellate

Website: www.vodafone.in 

MyVodafoneApp: www.vodafone.in/pk1 

Vodafone Care bitly - https://bit.ly/2xKGVNf 

I heaved a sigh of relief.I know the Kanakadharasthothram by heart and I do chant it once in a while.Now the goddess Lakshmi has appeared.I replied:

Lakshmi,

1.Prepaid Sim No 89912100000405100859
2.Token No 48
3.Date of Visit 15.07.2020
Since the fault is at your end,hope you won't charge me after 19th-I have not made any calls.
I am an Editor and a Writer.
How much a customer has to suffer!

Ramachandran

On 24 July,at 9.27 am a person called Athiya replied ( Lakshmi disappeared):

Dear Ramachandran,

 

Greetings from Vodafone Idea Limited!

 

Hope you are safe in these challenging times of Covid-19 outbreak!

 

Based on your mail, I would like to summarize your concern regarding SIM.

 

I sincerely apologize for the inconvenience caused to you in this regards.

 

·         I am sorry to learn that you have had a disappointing experience.  I would like to assure you that we pride ourselves on our service and do not take such incidents lightly. Details of your experience have already been sent to the relevant people and an investigation is underway. Necessary action will be taken

 

·         Please be informed that we are unable to take migration request from our end. Hence I request you to kindly visit nearest store in order to change your connection form postpaid to prepaid at the earliest

 

·         Your postpaid number and account will be temporarily deactivated before migration to prepaid for 24 working hours post documents submission

 

·         Please note all outstanding amounts (billed + unbilled amount + pro-rated rentals) must be cleared prior to prepaid migration

 

·         If your mobile number deactivated in the mid of the bill cycle, you will receive a final bill on pro rate basis

 

·         Security deposit; if more than Rs. 500/-, will be refunded via cheque to your billing address after final adjustment or if it is less than 500/- it will be credited to your prepaid account within 60 days

 

·         After completing migration process in Vodafone store, it is mandatory that you should complete tele verification process and the same will be completed within 15 minutes

 

·         Once you complete the tele-verification, services on your numbers will be activated

 

·         To complete tele-verification, dial 59059 (toll free) from your number from anywhere within India within 30 days from the activation date. Failing which, your number will get automatically deactivated

 

You can access & manage your account anywhere by downloading My Vodafone App from play store or click www.vodafone.in/pk1.

 

Vodafone Idea Limited in now live on WhatsApp Chat.

 

To access our new virtual assistant VIC on WhatsApp for Vodafone subscribers: Click https://bit.ly/2xKGVNf.

 

Thank you for your patience and support.

 

Your service request number is 4-75207308241.

 

Thank You!

Athiya

VodafoneIdea Care

Website: www.vodafone.in 

MyVodafoneApp: www.vodafone.in/pk1 

Vodafone Care bitly - https://bit.ly/2xKGVNf 

It is known to readers that his summary is defective;I had gone to the store,cleared the outstanding amount and was given by them a new sim,which remains inactive and the post paid sim is still active.

I replied:

Athiya,
I had already visited your store to change my postpaid to prepaid and the details have already been mailed to you.But the issue is my post paid number was not deactivated by you as assured to me by Mr Anas.
I repeat the details,since I am not happy with the way you have summarized:

1.Prepaid Sim No 89912100000405100859

2.Token No 48

3.Date of Visit 15.07.2020

Since the fault is at your end,hope you won't charge me after 19th-I have not made any calls.

I am an Editor and a Writer.

How much a customer has to suffer! 

Ramachandran

These details have been given to you already,but you have asked me to visit the store again,in your summary,if I understand it right.I had visited your store on 15.07.2020 and I was told my post paid number will be deactivated by 19.07.2020. You are responsible for your negligence.

Ramachandran

While I was describing my predicament through emails,something mysterious happened.Two messages came to my mobile inbox.I wrote to the appellate authority:

Sir/Madam,

Today morning I received a message from Vodafone-Idea at 09.26 am saying my complaint with reference number C004-75207308241 is registered.I got another message at 12.11 pm saying it is resolved.My complaint has not been resolved.

All my emails were marked to you.

Ramachandran

A single individual like me,who had been a journalist for 40 years, can't take on a multi crore behamoth on my own.In this era,no court will be on my side.The behamoth can cite the Covid and escape.The only thing I know is to write.

The same number was earlier with the Reliance,which got closed down after a huge scam.That company had extortioned customers with an inactive service towards its end.I had to pay monthly rentals,without any service,to migrate the number finally to Vodafone.History,I find repeats itself, as farce first,and then as tragedy.Maybe Vodafone Idea is facing its nemesis at the huge growth of Jio.

The customer is never the King;he is a pariah,who has to run from pillar to post,seeking redressal of grievances.He is always at the mercy of the corporates,and corporatocracy rules over the legislature and the excecutive and sometimes,even over the judiciary.A moble phone service provider doesn't have even the courtesy to give a single call to an affected customer.

Screen shot of the sim

Post Script

After I wrote this,I sent the post to the Customercare and Appellate authority.At 4.26 pm a lady called  me from Idea ( 8072541569) and tried to speak nonsense.She said I may have gone to an Idea store,and the Idea store has no facilities for migration and I should better go to a Vodafone store.I asked her whether she is aware that Idea and Vodafone merged and became one two years ago.

I pointed out that the Idea Vodafone store at VJ Tower, Vyttila is  the head quarters,a huge structure,not a small daba.Everything has been submitted and I have been given a new sim.She was speaking Malayalam,but said she does not know where Vyttila is.I told her it is the most crowded junction in South India.There was a Vodafone store previously at Vyttila;after the merger,it is the one at VJ Tower.She said she is talking from Chennai,will find out and speak to the Manager.It was the first call to me from Vodafone Idea.

At 4.49 pm a call came from 9605411108 and the person introduced him to me as Anas-the one who took my photograph and gave me the new sim.I had gone to him with the adhar card and my new photoraphs taken that day at a studio.He requested me to whatsapp my photo and copy of adhar card again,with a screen shot of the new sim with its number visible.I asked him what happened to the photograph he had taken.He didn't reply.My daughter sent him the photograph and copy of the adhar card,and screen shot of the sim.He said he will do the needful by the evening.Maybe he is planning to paint the whole thing as a new request which I made today,when my daughter sent the documents once again.

At 6.42 pm I got a bizarre message in my mobile.It said there is a special post paid offer.If I still wished to to shift to pre paid,I have to visit any Vodafone/Idea store with valid identity/address proof and passport size photo.Once I clear my billed/unbilled outstanding and exit fee ( if any ),my number will be converted into pre paid within 48 hours of documentation submission ( This message makes it clear that one can visit "any Idea/Vodafone store" for migration,disproving the Chennai Customercare executive's nonsense.)

It is now known to the public that I had submitted all these on 15th and again today,and had cleared the bills on 15th.Another point is,I am an existing customer and all the relavant documents are already there.

 

At 6.43 pm, I got this mail from the appellate authority:

Dear Ramachandran,

 

Greetings from Vodafone Idea!

 

Hope you are safe in these challenging times of Covid-19 outbreak!

 

Based on your mail, I summarize regarding your queries on postpaid to prepaid migration issue.

 

Any unintentional inconvenience caused is regretted.

 

I understand your concern we have forwarded your query to the respective store team we will update the status within 5 working days.

 

Vodafone Idea Limited in now live on WhatsApp Chat

 

To access our new virtual assistant VIC on WhatsApp for Vodafone subscribers: Click https://bit.ly/2xKGVNf 

 

You can access & manage your account anywhere by downloading My Vodafone App from play store or click www.vodafone.in/pk1 

 

Thank you for your patience and support.

 

Thank You!

Anitha

VodafoneIdea Appellate

Website: www.vodafone.in 

MyVodafoneApp: www.vodafone.in/pk1 

Fortunately,Ms Anitha has not ventured to summarize!
I am being bombarded by mails and messages now,with zero action.

Post-Post Script

A person called me at 11.34 on 27 July 2020 from 9605411108 and introduced him to me as Anas from Vodafone Idea.I asked him whether he is the one who gave me the new pre paid sim.He said yes.He asked me which number I wanted to change from post paid to pre paid.I was perplexed.I said the same number to which he called.He muttered another number,which I was not aware of.He said something went wrong and he will get details of my number and call back.He called back;we spoke for 8.19 minutes.

As the reader is aware,he had called me on the evening of 25 July and had asked me once again for documents,which I had sent him.He had promised to solve the entire issue by the same evening.

Today ( 27 July ) he came up with a different version.He asked me pay the mobile usage charge  till today from 11 July.Only then he can go forward with the process.I pointed out that I had met him on 15 July and he had told me that the entire thing will be processed by the 19 th and the usage amount from 15 July till 19 th will have to be paid by me when the next monthly bill comes.I had cleared the entire amount then,before he began the process.Now he changed his version and said he will give his google pay number and I have to transfer the cash,which I am expected to pay only in the next monthly bill,according to the earlier version.

I pointed out the change in the version.He said the procedure got changed now.

He was obviously lying when he said a new procedure is in place.He had said the issue will be solved within the next three days.It means, the usage charge of three days from 27 to 30 will still remain pending.How it will be solved?

I said it is none of my fault;he said it is not his mistake too,it is the system's mistake.The system had rejected my request,which he had processed.I pointed out that he and the system belong to an entity called Vodafone Idea and that entity is responsible and it should correct its mistake.He said he is only an initiator and the back up team is different.He raised his voice and said in Malayalam:"സിസ്റ്റം എൻറെ വീട്ടിൽ അല്ല" ( "The system is not at my home").

I told him to do whatever help he can and the company can do,to get me out of this ordeal.I also requested him to email me the rquirements.He snapped the call by saying nothing can be done if I don't pay now,and that he will not call me up,again.