Vodafone Idea Limited
- Charged international roaming plan without my consent Open
I had paid INR **** towards security deposit on **th Feb **** for activating International roaming pack of INR **** through the Idea web portal. However, after returning back to India, I realized that the security deposit amount was not reflecting in my account. I had raised a complaint with IDEA. Initially, they told that they have not received the amount. However, after continuous followup with the customer service on *st April ****, I received below set of SMS's (screenshot of SMS attached).
"Your Payment of Rs.****.** has been received. Please quote reference number ********* in all future correspondence." at **:** hrs.
"Your Payment of Rs. ****.** made via reference number ********* has been processed successfully. Now you can make payment through our My Idea app, download now using this link m.onelink.me/***d**dc. You can now make huge savings on your monthly bills with our latest plans, for info dial ****. Thank you." at **:** hrs.
I also received the below SMS's for activation of ISD roaming & ISD Plan:
"Dear Customer, Your request for ISD has been successfully processed via C*-******** for Mobile No. w.e.f. **/Apr/**** *:**:** pm. Please download my Idea App for more information on Idea services." at **:** hrs.
"Dear Customer, Your request for ISD IR has been successfully processed via C*-******** for Mobile No. w.e .f. **/Apr/**** *:**:** pm. For International Roaming tariffs please call the helpline or click http://bit.ly/*qXil*K" at **:** hrs.
On receiving the SMS's I realized that there is something wrong & I immediately called the Idea helpline at **:** & informed the customer service that I have received these SMS's & have not requested for the International roaming pack & the same has been activated without my consent. The customer service representative of the idea told me that in the system they could see that the international roaming pack was self-activated on the web portal & the service can't be discontinued.
I later raised the issue on Idea Facebook page & was contacted by their social media team who informed to wait for bill generation & connect with them again. Once the bill got generated on **th April **** I contacted the Idea customer service again. However this time again they informed that the International roaming pack was self activate on Idea web portal & I will have to pay the amount. Later I raised the issue to their Appellate Authority, however, I received the following e-mail response:
"We would like to inform you that we have thoroughly checked your invoice dated **th April **** wherein we have found that you have been charged Rs.****/- correctly for IR***_International Roaming Pack * days, as the same is self-activated from your end under Service Request number C*-******** through the web portal.
Taking into consideration the above, we wish to clarify that no incorrect charging is done against your number ********** and same shall be payable at your end."
I would like to state that I had not activated the International Roaming pack & the same has been charged to me incorrectly.
I feel that there is a high possibility that while resolving my previous complaint of Security deposit amount. The person resolving my issue may have activated the ISD roaming plan as the security deposit resolution & ISD roaming plan activation both happened on the same date, i.e *st April ****.
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