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My wife holds a mo­bile tele­phone num­ber that was ported to Voda­fone from MTNL about six months back, in the hope of get­ting bet­ter ser­vice. Un­for­tu­nately, in the last few months we have re­al­ized that Voda­fone is no bet­ter than the pre­vi­ous ser­vice provider. This is de­spite clear­ing dues reg­u­larly. Re­cently we had to visit the USA. I con­tacted a ser­vice ex­ec­u­tive of Voda­fone and de­posited a se­cu­rity of Rs 3,000 to en­sure un­in­ter­rupted in­ter­na­tional roam­ing fa­cil­ity. I was in­formed that the roam­ing would be started soon. I also de­posited an ad­di­tional amount of Rs 500, partly ad­just­ing the bill for the pe­riod that we would be away. To our hor­ror, we found that the out­go­ing call fa­cil­ity was with­drawn all of a sud­den and with­out any in­for­ma­tion, putting us in great dis­tress. Be­ing a doc­tor, I needed to be in touch with my pa­tients and col­leagues round the clock. I could not do so be­cause of the thought­less decision taken by a company ex­ec­u­tive. On re­turn­ing back, we con­tacted a Voda­fone ex­ec­u­tive to en­quire why the fa­cil­ity was with­drawn. We were told rudely by the ex­ec­u­tive that the se­cu­rity amount was in our ac­count only and that we had to clear the dues sep­a­rately be­fore ser­vice could be restarted. (The rea­son for dis­con­tin­u­a­tion of out­go­ing fa­cil­ity, as told by her, was non-pay­ment of bill of Rs 719, with due date be­fore 19/7/2014.) Dr NK Dubey From the com­plaint it is clear that Voda­fone has put the con­sumer to a lot of in­con­ve­nience and em­bar­rass­ment, with­out ad­dress­ing his re­quire­ments in the USA. The de­posited amount has been ig­nored and the ser­vice re­mained dis­con­nected. There was no out­go­ing fa­cil­ity. The ser­vice ex­ec­u­tives were not help­ful for rea­sons known to them. They are ex­pected to as­sist the con­sumer as far as pos­si­ble. For all this, Voda­fone should warn the ex­ec­u­tive and com­pen­sate the con­sumer.

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