Ashawari sent a message to Vittorio Colao CEO, Vodafone – email address that said:
Dear Vittorio, I'm very apologetic to be writing to you about a petty matter like this. I feel you are the only person who can not only address this particular case, but reflect on larger issues and gaps around customer service in India. My only other option is to reach out to news media in India.
I purchased a Vodafone postpaid connection on 24th May, 2016 from Kolkata, West Bengal, India. For my Ph.D fieldwork, I came to a remote village soon afterwards where there is very weak Vodafone network. Within twenty days of purchasing the connection, I called the customer care nimber and informed them about loss of card. I further mentioned that I cannot use the number here because of weak network, so kindly deactivate it for good. I was assured by the customer service agent that the number has been deactivated. After more than a month, I received a call from Vodafone care, mentioning the number is still valid and the bill is due. He mentioned that the number was temporarily deactivated. I told him that I'm ready to pay the bill until I made the request to deactivate but please explain the reason for not deactivating the number inspite of making multiple calls to customer care. He had no reply to offer me.
It is really not about paying the bill. I have already requested my parents to make the payment at the store because I have no stable internet connection where I'm living at the moment. But it is about constant harassment and the tendency to squeeze as much money as possible unjustifiably from the customers that I want to bring to your notice. The customer care team has also been extremely incompetent and rude with dealing with my situation.
I sincerely hope you and your team will look into deeper matters of service in India and help customers face lesser harassment.
Regards,
Ashawari
