Hi,
I have a Vodafone number 9986 279 179
On the 22nd of April at around 19:00 I received a message from Vodafone stating:
The caller tones will be activated on my number and if I wish to not have it activate the services (caller tones) I must reply to a given number in the same massage.
Form that time I was trying to get in touch with the customer service at 111 but network problems did not get me through to the IVR.
And then later in the night I got a massage starting that my phone has been charged with Rs.30 and the next charge will be on 22.05.2008.
I am sure that I did not ask for that service to be put on my account given the fact that I am not at all interested in caller tunes kind of services and other reason being that I was not having enough balance on my account to have that service put on my account.
However, latter in the night while I was making a call I was informed that my balance is in negative of Rs 17.90 as I had a balance of Rs. 12.10 on my phone before there was a charge of Rs. 30.
Knowing this I called the customer service. After talking to 4 different customer service representatives (to whom all I had to explain every time what was the matter) I was transferred to a Team Leader named Vijay. All the time while I was speaking to him, he kept tell me that to keep the service (caller tunes) active on my phone. For speaking to him about 30 minutes he dropped the call on me.
I called back again; this time online I found agent named Adil from Bangalore customer service centre. To my horror, who informed that there was an automated call made by Vodafone and it was showing on the system that I have accepted the offer and that is why there was a charge on my account and the charge will not be refunded on my account.
While explaining to this agent (Adil), he was not letting me explain him the fact that I knew that my balance on the phone was just Rs. 12.10 and why on the earth would I be charging something like Rs. 30 for caller tunes. This agent kept talking over me very rudely and after sometime he even started to abusing me using “F**K” and other words.
Having no way I decided to cut the call. However, I am aware that prepaid customers are treated as 2nd rated customer but it does not mean that the customers are told on their face that they are liars and start to abuse them.
Is this where Vodafone stands when they say “Happy to Help” all over their website and over all other forms of media, this the service that you are offering you customers? First cheat the customers by putting the charge on the phone and then when the customer call to ask for an explanation the agents abuse the customers and tell them on their face that they are lying. I have worked for about 4 year in International call centres and if I was to do anything like even getting angry on the customer I would have to kiss my job goodbye. Over and above that there was no resolution that was offered over the 8-9 calls that I made last night.
There are 3 things that like to do at this time:
1.I wish to launch a formal complaint against the agent Adil for abusing customers over the phone and a strict action must be taken against this agent to set an example.
2.I want to have the caller tunes being taken off from my account and Rs.30 must be refunded to me.
3.I wish to add my number 9986 279 179 to “Do Not Disturb List” form immediate effect.
I hope that I will be able to see to customer service from your end.
Thank you and Regards
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Sumit Jaswal
http://mba07-08.blogspot.com
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