Appellate Authority in Alliance with the Nodal Office Vodafone & Vodafone Customer Care - Harassing Customers

Fair resolutions require proper investigation based on facts and evidence and not false feedback. From the response of the Appellate Authority, it is clearly evident that they in alliance with the Vodafone Nodal Office want to put pressure on the customer to ignore the inconvenience caused to the customer by Vodafone's careless action. As per the recent mail from them,  it is also clear that the Vodafone specialised Care team had provided false feedback to the Appellate as well by stating that I had not submitted the documents. The hard fact is that I had submitted the updated documents required by Vodafone on the 4th of June 2015 and the Vodafone Store concerned supported me in proving that. So then why were my outgoing and incoming calls blocked by the concerned Vodafone team when procedures were followed and why am I being asked to submit those documents again when proper verification was carried out at the Vodafone store and there was no problem whatsoever ?

Well it seems neither the Vodafone Nodal Office nor the Appellate Authority Office want to give me answers here as that will bring forward their act of carelessness and insensitivity towards their loyal and law abiding customer. Repeatedly I am being urged to treat this issue as an exception so that they can  simply  get away with this mistake as well. But I refuse to let this matter go unnoticed . I am from the Customer Services Industry too and we were taught to do proper follow ups on complaints and investigate complaints thoroughly to provide fair resolutions to guests and fix responsibility on people who caused inconvenience to the guests. As an ex- Hotelier I was taught that complaints have to be treated seriously so that there is no repetition and the customers had to be compensated in some way for the inconvenience caused. So why isn't anyone from Vodafone taking my complaint seriously or addressing it rightly ? Their interaction with customers always turns out negative. Vodafone India or should I say Vodafone Delhi is definitely not getting positive feedback from customers because of their lack of action and inability to provide fair judgements. Now the Appellate Authority has also joined the gang it seems...

Now to deviate from the issue and cover their mistake, the Nodal Office has suddenly informed the Vodafone Store that the updated documents for customers with no change of address has to be collected too. Couldn't these instructions be given to the Vodafone stores at the time they sent the SMS regarding updated documents to the customers ? Because of lack of clarity in the instructions given to the Vodafone stores regarding collection of updated documents, so many customers including I have suffered so much of harassment as their staff returned our documents after verifying details. Had the seniors sent out clear instructions and written circulars regarding the same to the Vodafone stores, the customers like me would not have suffered and our accounts would not have been suspended.

I have submitted my updated documents and it is not my problem that my documents were returned to me after verification. In fact because of their lack of follow up, my calls were disrupted even after their assuring that I will enjoy uninterrupted service. Before taking such a stringent action against me like disabling my account for so many days, the Nodal office should have confirmed with me and I would have informed them that I have already submitted my documents. And they should have confirmed the same with the Vodafone store too.Under no conditions did Vodafone have the right to harass a customer so much by even disabling the customer's account when the customer had co-operated in submitting updated documents in the given time. I will address this matter as much as I can and hope that this will inspire other Vodafone customers to come forward with their complaints and escalating complaints without fear of pressure from Appellate Authority and Vodafone Nodal Office to dismiss the case. I will try to pursue this case as far as I can even if it takes a lot of time. Wrong has been done and it has to be corrected !