“This is to inform you that on 26th Feb’11, I, Vikram Vishnu Kushalka, received a phone call from the Vodafone marketing department executive named Mr. Vishal (Cell No. 9673065405) informing me about a new tariff plan to be updated on my mobile number 9820070125. Mr. Vishal, during the telephonic conversation, explained me the entire new plan, which he said Vodafone is offering only to select customers (The copy of plan explained and the receipt issued was submitted to Vodafone Store at Ghatkopar - West). He informed me that for activating this life time free rental plan I need to deposit Rs.599/- (Rs. Five Hundred and Ninety Nine only) with the Vodafone executive. On enquiring whether this plan is available at Vodafone stores, Mr. Vishal replied that as that was a marketing offer it will not be available at Vodafone stores and also the customer care will not be aware of the offer. He also informed that the said plan can be opted for maximum five Vodafone numbers and if requested it can be activated for 7-8 numbers too. For each number I need to pay Rs.599/-. He informed me that either I can visit the Vodafone Lower Parel Head office and pay the amount or an executive will be sent at residence/office address for door pick up of the amount and a genuine Vodafone receipt for the same will be issued.
After listening to all this I gave him my residential address and asked him to send the executive on Monday, 28th February, 2011. The executive did not turn up on 28th February, 2011. I also didn’t bother much. But on 01st March, 2011, Mr. Vishal again called me apologizing for not sending the executive and confirmed me that he shall send the executive on Wednesday, 02nd Mar’11. This time I gave him Vikhroli address, my friend’s address where I would be available, – B-12, Rosy Mary Apartment, Station Road, Vikhroli-W, Mumbai-79, to come and collect the amount. This time, in order to confirm the about the marketing offer I made a call to Vodafone customer care and after explaining about the plan offered asked the executive whether such a plan is available. The executive informed that such a plan is currently not updated, but however their marketing department can come up with such plans, which they are unaware of, as there is no co-ordination between the Vodafone customer care and Vodafone marketing department. I requested the Vodafone executive to provide me with the Vodafone marketing department or the Vodafone Head office number so that I can confirm on the same. But the Vodafone executive denied saying that they can’t give Vodafone Head office number and if needed I’ll have to personally visit the Lower Parel office and find out. Then I called Just Dial services and asked them to send me Vodafone Lower Parel Head office contact details. Within five minutes I received the Vodafone Essar Ltd. Head office numbers as mentioned below:
09820098200, 09619215000, 09920066666.
On 02nd March, 2011, I tried calling 09820098200, but the executive informed me that it was a Vodafone customer care no. I asked the executive to transfer the call to their senior representative. The senior representative too gave me the same reply that they never know about the marketing offers, refused to provide me with the Head office or the marketing department number and he added that if the executive gives me a Vodafone receipt for the payment for change in tariff plan then I can go ahead with it. However, I tried calling 0969215000 – but wasn’t able to get through it. Then I called up on 09920066666 and the Vodafone executive officer who picked up the call informed me that it was a Corporate Marketing Department. I explained the entire story to him. He too said that it was the Corporate Marketing Department where I had called and such kind of offers are set by their back end department for which they can’t provide any contact numbers. With all this I was really surprised. At the same time I received call from Mr.Vishal, this time from the cell no. 9769495917, and he informed me that his executive Mr. Samir Shaikh shall be reaching at Vikhroli address at around 6 pm. At around 5:45 pm I received call from Mr. Samir Shaikh from the Cell No. 9673065405, he has reached at the Vikhroli address and is standing at the main gate of the building. I reached at around 6 pm and then called the executive to the flat. There Mr. Samir explained me entire plan on a Vodafone coloured paper format exactly the same as the plans are explained at Vodafone stores. He then took out a Vodafone form – Customer form – and asked me to fill up the form and mention the numbers on which I would like to activate the plans. I asked him to show me his identity card, and the identity card had his photo, name and a Vodafone logo in the background. Then he informed me that out of Rs.599/-, Rs.99/- would be the activation charge and Rs.500/- would be refunded in the next billing cycle or subsequent billing cycles. Seeing all this I mentioned seven Vodafone numbers for which I wished to activate the plan and paid a sum of Rs.4200/- (Rs. Four thousand and two hundred only). Mr. Samir then issued me a Vodafone receipt and said that I shall be receiving call from the customer care center and then the plan will get activated. I believed him. But till the next day evening when I called up Vodafone customer care center they informed me that such a plan is not activated. I asked the Vodafone customer executive to confirm on the marketing offer. In reply they asked me to visit the nearest Vodafone Store along with the receipt. I tried calling the two numbers from which I had received calls but one number was switched off while the other was out of coverage area.
I visited Vodafone Store at L.B.S. Marg, Near Sarvoday Mandir, Ghatkopar – W, Mumbai on 04th March,2011 and informed the customer care representative Ms. Snehal about all that had happened so far. I showed her the receipt given to me. She took her time to check the receipt and then informed me that it was a Fake Receipt and there is no such agency. I requested her to take my complaint and asked her what would be the Vodafone company’s plan of action in such a fraud case. Ms. Snehal said that the company can’t do anything in this matter and I will have to register a complaint with the Mumbai Police Department. I was shocked to hear this. I asked her to give me the details of the Cell No. 9673065405, as this number was a Vodafone number. Ms. Snehal refused to give me any details of that customer. I requested her that now since you know that the owner of this number has done a fraud, they need to help me out with the same. She just informed me that the owner of Cell No. 9673065405 is from Mumbai and denied to give any further details. However after lot of argument I asked her to register my complaint and provide me with a request number. She then registered my complaint under the request number 171154989 and asked me to register a complaint with the police station.
After this, as I stay in Chandivali, I went to Chandivali, Mhada Police station to lodge a complaint. In the Chandivali police station, I informed Mr. Mohite about what had happened so far. He questioned me where did the transaction take place. On informing that the said Mr. Samir Shaikh had taken the money from me from Vikhroli, he requested me to lodge the complaint with Vikhroli Police Station as the crime had not taken place in their jurisdiction.”
I prepared the above report and went to parksite, Vikhroli – West police station. There Constable Suresh Lokhande guided me to Police Nirikshak – Mr. Karinam Pawar. I explained the entire matter to Mr. Karinam Pawar and handed over to him the above report along with the copy of the receipt of Vodafone & the tariff plan copy and asked him to lodge a complaint. Mr. Karinam directly refused to take the complaint and said that it is not their duty, instead it is the duty of the Vodafone company to take appropriate action. He also suggested me to go to the court and launch a case against the company or go to the Consumer Court and provided me with the Consumer Court address of Dadar – W, Mumbai. I insisted on lodging the complaint but then to he refused saying that this kind of thousand matters will come to them, it is the company’s role to take action.
I had no other option but to return to Vodafone store at Ghatkopar – W, Mumbai. On reaching there at around 4 pm on the same day i.e. on 04th March, 2011 I asked Ms. Snehal that I need to speak to the head/senior representative of the store. Mr. Vijay Vishwakarma (executive) came in and told me that he is the senior representative of the store. I informed him about what happened at police stations and requested him to take immediate action. Mr. Vijay refused in front of all other Vodafone customers to take the complaint and said that the Vodafone Company cannot help in this matter. It is the police people who are supposed to take action. He also informed me that there was a similar incident somewhere in Mu@@@@@ wherein the customer had lodged a complaint with the Mulund Police station and the Police helped him to find the culprit. He told me that he has already raised a complaint with his head office at Andheri, Mumbai. I asked him to give me copy of the complaint raised and the details of the culprit who had called me from a Vodafone no. He refused. The public too supported me and there was hot argument between Mr. Vijay and the people, and after a lot of public pressure, the store manager Ms. Sarita Thakkar intervened and took the above report from me along with the copy of the receipt and assured that I shall get to know Vodafone’s action latest by Monday, 07th March, 2011.
So now, Sir/Madam, I’ve come to you to lodge a complaint with a consumer court against irresponsible behaviour of the Vodafone Essar Ltd. as well against the Police department who refused to lodge a complaint and take any action. I also request you that to take strict action against the Vodafone Essar Ltd. and against the Police Department who directly refused to lodge a complaint and take the action