Vodafone has incorrectly deactivated my main mobile SIM along with many others on 11 Dec 2013.
Vodafone states that it was a TRAI directive to deactivate all SIMs issued to foreign nationals that are more than 90 days old.
However DoT, TRAI and even the Vodafone Customer Application From (CAF) clearly state that,
[font="'courier new'"]Section 10b of CAF
ii) If he/she is foreign national (not being a tourist) then Services will be available only during period of validity if his/her visa.
iii) If he is a foreign tourist then services will be available only during the period of validity of his/her visa or three months from the date of activation of Services whichever is earlier.[/font]
I am on an OCI visa which is ‘lifelong’ and I met others in the store on 'employment' or other types of enon tourist' visas who have had their SIM deactivated.
It is clear that Vodafone is at fault and made a mistake by including non tourist visa foreign nationals in the deactivation when they should have not.
What is disappointing however its Vodafone total lack of responsibility in fixing this error at the earliest.
• CSR at the store insist that Vodafone was just following TRAI regulations and it is not their fault.
• Customers are being asked to reapply by submitting all documents and photograph and new CAF just to reactivate the same number.
• Activation will take 48 hrs and requires a new SIM during which time the customer is left with no mobile connection.
• Vodafone will not guarantee that the credit on the pre-paid account will be carried forward once the number is reactivated. (I had just under Rs 1000 + a 3G data pack)
• It has taken me 3 hrs of my time to try to sort this out with Vodafone (First on the phone, and then at the store), and 36 hrs later the new SIM has not yet been activated.
Given that many of those affected like myself will suffer direct financial loss from lost business plus the time out of our work schedule to get this sorted at the store. I expect Vodafone should provide some sort of compensation.
Does anyone know how this can be escalated,
- file a complaint with TRAI?
- is there a Consumer Rights body?
- legal action?
Vodafone states that it was a TRAI directive to deactivate all SIMs issued to foreign nationals that are more than 90 days old.
However DoT, TRAI and even the Vodafone Customer Application From (CAF) clearly state that,
[font="'courier new'"]Section 10b of CAF
ii) If he/she is foreign national (not being a tourist) then Services will be available only during period of validity if his/her visa.
iii) If he is a foreign tourist then services will be available only during the period of validity of his/her visa or three months from the date of activation of Services whichever is earlier.[/font]
I am on an OCI visa which is ‘lifelong’ and I met others in the store on 'employment' or other types of enon tourist' visas who have had their SIM deactivated.
It is clear that Vodafone is at fault and made a mistake by including non tourist visa foreign nationals in the deactivation when they should have not.
What is disappointing however its Vodafone total lack of responsibility in fixing this error at the earliest.
• CSR at the store insist that Vodafone was just following TRAI regulations and it is not their fault.
• Customers are being asked to reapply by submitting all documents and photograph and new CAF just to reactivate the same number.
• Activation will take 48 hrs and requires a new SIM during which time the customer is left with no mobile connection.
• Vodafone will not guarantee that the credit on the pre-paid account will be carried forward once the number is reactivated. (I had just under Rs 1000 + a 3G data pack)
• It has taken me 3 hrs of my time to try to sort this out with Vodafone (First on the phone, and then at the store), and 36 hrs later the new SIM has not yet been activated.
Given that many of those affected like myself will suffer direct financial loss from lost business plus the time out of our work schedule to get this sorted at the store. I expect Vodafone should provide some sort of compensation.
Does anyone know how this can be escalated,
- file a complaint with TRAI?
- is there a Consumer Rights body?
- legal action?
