Vodafone India, Your Customer service is extremely and shockingly pathetic to say the least about it. I had emailed your Customer Care team on 5th October 2013 on vodafonecare.[protected]@vodafone.com, [protected]@vodafone.com regarding clarification of document I possess for address change of my postpaid connection. I received acknowledgements that we would resolve it within 2 working days and all that as per their supposed "Company Policy" however I received no response. And so I sent email reminders to them on the 9th and 10th of October 2013 as well but to no avail shockingly. Then I proceeded to the Nodal Officer Ms. Monica Pathak of Delhi NCR area on the 14th of October 2013. Shockingly I received no revert or even an acknowledgement of the email. The Nodal Officer is supposed to respomd within 3 days of receiving a complaint as per company policy of Vodafone. No accountability or response from the Nodal Officer as well symbolised this company;s working policy. So I proceeded to the Appellate Authority of Vodafone India Delhi area Mr. Manish Jain on the 16th of October. Today is the 18th of Oct 2013 and there is not even an acknowledgement of my email and concern, leave alone a reply/revert/solution of the same from them. This is the state of affairs at Vodafone India Postpaid. They treat their long standing Postpaid custmers in this manner it is only horrifyingly scary to even imagine what they do with their Prepaid customers. I am therefore contemplating cancelling my connection completely and I advise others reading this complaint that please do not go for Vodafone at all. It began with a Live Chat interaction with your Vodafone Cust care team on 5th Oct 2013. I had a Live Chat with Vodafone India's Chat room (link on their website) on 5th October regarding the same query and this was the initial contact and so I proceeded to verify the same from the other authorities/representatives of Vodafone India before I proceeded to the Vodafone Store and present the documents without hassles. Here is the complete transcript of the chat between Vodafone India and myself on 5th October between 1 p.m to 3 p.m: https://c21web1.saas.talismaonline.com/MediaC21/VisitorChat/ChatMain.aspx Welcome to Vodafone Chat ! Thank you for your patience, a Vodafone Service Desk Agent is now available. {Ara}Good Afternoon. You are chatting with Ara. How may I help you? {Ara}Please confirm if you are online. {Tanya }yes {Ara}Hello, how may I assist you? {Tanya }Ara, as per your Vodafone India website it states that any of the following can be used as address proof - Student ID Card with stamped photograph with address only for Government recognised Educational Institutes. Valid for Govt recognized College / Institution only* {Ara}Sir, may I know the link for the same. {Tanya }https://www.vodafone.in/postpaid/gopostpaid/pages/idproof_mumbai.aspx?cid=mum {Tanya }and here are a few more {Tanya }https://www.vodafone.in/postpaid/gopostpaid/pages/idproofjnk.aspx?cid=hyd {Tanya }https://www.vodafone.in/prepaid/goprepaid/pages/idproof_bihar.aspx?cid=ker {Ara}Let me check this for you. {Tanya }https://www.vodafone.in/prepaid/goprepaid/pages/idproof_bihar.aspx?cid=del {Tanya }yes go ahead {Ara}Sir, that is for the proof of ID. {Tanya }it mentions clearly {Tanya }that if the ID proof also has attested photograph with the address on it {Tanya }then it will be accepted as proof of address {Ara}Yes ma'am, that is for the ID proof. {Tanya }when the id card has the address on it as well and is stamped and signed by the university then what is the reason for not accepting it as a address proof {Ara}Please be Online, I will definitely assist you. {Ara}Sorry Ma'am, its for ID proof. {Ara}Is there anything else that I can help you with? {Tanya }what is the procedure to get in touch with a senior executive / supervisor {Ara}Ma'am, you need to mail on vodafonecare.[protected]@vodafone.com from your registered email address. You will receive a revert within 48 hours. {Ara}Is there anything else that I can help you with? {Tanya }yes {Tanya }what is the proof of address documents regarding Students {Ara}Please be Online, I will definitely assist you. {Tanya }your website states in the links I have provided above that ID proof is Student ID Card with stamped photograph with address only for Government recognised Educational Institutes. And then it says Valid for Govt recognized College / Institution only* For details on POA please find the info given below regarding students But there is no mention anywhere below on the web Page as to what are the POA documents for Students {Tanya }If you have a Postpaid connection with Vodafone for 8 years...and you want to change your address/update your address on the account then what is the documents for Proof of Address for Students? {Ara} https://www.vodafone.in/prepaid/goprepaid/pages/prepaidconnection_del.aspx?cid=del {Ara}Ma'am, please follow the above link for the proofs. {Tanya }this is for prepaid {Tanya }and it does not mention any detail...don't you check what information you are providing to the customer on this Chat service? {Tanya }Submit a written request. Submit valid Proof of Address (as per guidelines) of new requested address {Ara} https://www.vodafone.in/postpaid/gopostpaid/pages/simactivation_information.aspx?cid=del {Tanya }give me the link for postpaid connection address change/updation proof of address documents(as per guidelines) {Tanya }in the postpaid link you have sent me {Tanya }there also it only says {Tanya }For address change {Tanya }Submit a written request. Submit valid Proof of Address (as per guidelines) of new requested address {Tanya }what are the valid proof of address as per Vodafone guodelines? {Ara}Ma'am, the documents mentioned in the link can be used for address proof. {Tanya }there is no link in it {Tanya }it just says {Tanya }FOR ADDRESS CHANGE - Submit a written request. Submit valid Proof of Address (as per guidelines) of new requested address {Tanya }thats it {Tanya }send me the link that clearly states Vodafone's Guidelines for valid proof of address {Ara}Please be Online, I will definitely assist you. {Ara}Ma'am, the following documents can be used for address proof . Passport Arms License Driving License (except Mumbai) Election Commission ID Card {Tanya }and what else? {Tanya }what if somebody does not currently have any of the above {Tanya }then what {Ara}Ration Card with address (except Mumbai & Maharashtra); CGHS / ECHS Card {Ara}Certificate of Address having Photo issued by (a) MP / MLA / Group A Gazetted Officer in letter head {Tanya }Kindly ask your senior/supervisor and inform me that if one does not possess any address proof and only has an attested photo Student ID card with address then will that be accepted as address proof. {Tanya }Photo attested Student ID card is of a recognised and reputed Govt. University {Tanya }and also clearly mentions the Address of the COnsumer on it {Ara}Ma'am, it is only for ID proof. {Tanya }I am recording this conversation and will put forward to your head office {Tanya }Open this link and read it minutely and extremely carefully - https://www.vodafone.in/postpaid/gopostpaid/pages/idproof.aspx?cid=del {Ara}Okay Ma'am. {Tanya }it says {Tanya }Get any one of these as ID proofPAN card Photo credit card Voter ID card Passport Arm's licence Driving licence ID card issued by central / state government ID card issued by public sector undertakings Ration card with your photo Government college / university ID card Aadhar letter issued by the Government of India can be accepted as a Valid proof of Identity & Address. {Ara}Okay Ma'am. {Tanya }and then it very clearly and in detail mentions after that {Tanya }In case your ID proof does not have your address on it, you'll need any one of these as your proof of address: {Tanya }"In case your ID proof does not have your address on it, you'll need any one of these as your proof of address:" {Tanya }Electricity bill (issued in the last two months) Telephone bill (MTNL / BSNL - issued in the last two months) Bank Statement / credit card statement (of last two months) Income tax order (not older than 1 year) RC copy of vehicle Registered rent agreement Bank passbook {Tanya }So it very clearly says that In case your ID proof does not have your address on it, then you will need to provide a seperate document as Proof Of Address. {Tanya }That means that it is clearly saying that If in case your ID Proof Document already has the address mentioned on it then you do not need to provide any other Address Proof documents. {Tanya } Please confirm it with your supervisor/senior and others and let me know {Tanya }I am waiting {Ara}Ma'am, what ever mentioned in the list of address proof please follow that. {Tanya }it is clearly saying that {Tanya }if your ID proof does not have address on it then only you will need to provide a document for Address proof {Tanya }If your ID card alsready has address on it then you will not need to provide address proof doc {Ara}Yes Ma'am. that correct. {Ara}In case your ID proof does not have your address on it, you'll need any one of those as your proof of address. {Tanya }So if I have a Government college / university ID card and it has my address on it and is Photo attested by the University then that will be accepted right? {Ara}Ma'am, that is not acceptable as address proof it only for ID proof. {Ara}Is there anything else that I can help you with? {Tanya }U have just stated above that - {Ara}In case your ID proof does not have your address on it, you'll need any one of those as your proof of address. {Tanya }So, if I have a Government college / university ID card and it has my address on it and is Photo attested by the University then that should be accepted. {Tanya }as both ID proof and Address Proof {Ara}ma'am < i request you to visit the vodafone store if that is acceptable then it will be great. {Tanya }why does your vodafone stores and your vodafone customer service have different policies {Tanya }are they different organisations/companies {Tanya }they work independently? {Tanya }your version and the Vodafone version should concur/be exactly the same and not make the customer go through difficulties {Ara}Ma'am, please visit the vodafone store. {Tanya }and say go and find out yourself and take trouble {Tanya }I want you to tell me {Tanya }you have not resolved my query {Tanya }If i have to go to vodafone store I would have gone {Tanya }why would I have contacted you {Tanya }because you both are the same company {Tanya }when I am sure that my documents are enough only then should I take the pain to go to a vodafone store {Ara}Ma'am, I have provided you the information for further information please visit the store. {Ara}Is there anything else that I can help you with? {Tanya }YOU HAVE NOT RESOLVED MY QUERY {Tanya }Not a single answer you have given {Tanya }people come to you for answer to questions that are not available on your website, etc. {Ara}Is there anything else that I can help you with? {Tanya }Resolve my query {Tanya }otherwise I am copying this whole chat and sending it as a complaint to all the higher authorities in Vodaone {Tanya }to take action against this {Tanya }as no query is resolved {Tanya }call up a Vodafone store office in Delhi..any one of them and ask whether a Govt. recognised Student ID card with address is accepted as Address proof as well {Ara}ma'am, the link which I have provided have you able to view the details. {Tanya }this is the way you should resolve customers queries {Ara}Ma'am, Student ID Card with stamped photograph with address only for Government recognised Educational Institutes. Valid for Govt recognized College / Institution only* is not there in the list of address proof. {Ara}And it is not acceptable. {Ara}Ma'am, please be online I am transferring the chat to my senior. {Tanya }ok {Aditya}Good Afternoon. You are chatting with Aditya. How may I help you? {Aditya}Please confirm if you are online. {Tanya }yes {Aditya}Hello, how may I assist you? {Tanya }Aditya have you been apprised of the issue by your juniour? {Tanya }because I do not want to go into the details again {Aditya}OKay ma'a m. {Aditya}Ma'am, asa I have understood you want to use student id as a address proof. right ? {Aditya}Please confirm if you are online. {Tanya }yes {Tanya }and as per your website specifications {Tanya }https://www.vodafone.in/postpaid/gopostpaid/pages/idproof_mumbai.aspx?cid=del {Tanya }it says any one of these are acceptable as address proof {Tanya }Student ID Card with stamped photograph with address only for Government recognised Educational Institutes. {Tanya }The same is reaffirmed by the following link on your website {Tanya }https://www.vodafone.in/postpaid/gopostpaid/pages/idproof.aspx?cid=del {Tanya }Get any one of these as ID proof - Government college / university ID card In case your ID proof does not have your address on it, you'll need any one of these as your proof of address: {Aditya}Let me check this for you. {Tanya }now read this very very carefully {Tanya }your website says itself that {Tanya }In case your ID proof does not have your address on it, you'll need any one of these as your proof of address {Tanya }IN CASE your ID proof DOES NOT have your ADDRESS on it, THEN you'll need any one of these as your proof of address {Tanya }my govt recognised university's Student ID Photo attested by the University also contains my address on it {Tanya }so as per your website information that I have also provided above this document of mine can be accepted as address proof alongwith my PAN card {Aditya}Please be Online, I will definitely assist you. {Tanya }the links and info I have provided above are clear so that I am sure that you have understood my point perfectly {Aditya}Ma'am, it will work as a identity proof not as a address proof. {Aditya}You can view this details in the above link {Aditya}Is there anything else that I can help you with? {Tanya }after all the information I have provided above and am stating your website information {Tanya }you are still saying that it is not acceptable as address proof {Aditya}Get any one of these as ID proofPAN card Photo credit card Voter ID card Passport Arm's licence Driving licence ID card issued by central / state government ID card issued by public sector undertakings Ration card with your photo Government college / university ID card {Aditya}Only Aadhar letter issued by the Government of India can be accepted as a Valid proof of Identity & Address {Tanya }where is it written on your website? {Aditya}In case your ID proof does not have your address on it, you'll need any one of these as your proof of address: Electricity bill (issued in the last two months) Telephone bill (MTNL / BSNL - issued in the last two months) Bank Statement / credit card statement (of last two months) Income tax order (not older than 1 year) RC copy of vehicle Registered rent agreement Bank passbook . {Tanya }give me the link {Aditya} https://www.vodafone.in/postpaid/gopostpaid/pages/idproof.aspx?cid=del {Aditya}Please visit this link. {Tanya }are you reading the contents of the link what you have just provided to me above? {Tanya }{Aditya}In case your ID proof does not have your address on it, you'll need any one of these as your proof of address: Electricity bill (issued in the last two months) Telephone bill (MTNL / BSNL - issued in the last two months) Bank Statement / credit card statement (of last two months) Income tax order (not older than 1 year) RC copy of vehicle Registered rent agreement Bank passbook {Tanya }In case your ID proof does not have your address on it, you'll need any one of these as your proof of address: {Aditya}YEs {Tanya }what does this mean? {Aditya}Right ma'am, you can use your college id proof {Aditya}Is there anything else that I can help you with? {Aditya}Please confirm if you are online. {Aditya}Kindly confirm if you are still online. {Tanya }so you are saying that I can provide my Govt. recognised Student ID with attested photo and address mentioned on it as a address proof and PAN card as ID proof at the Vodafone stores in Delhi {Aditya}Yes {Tanya }it will be accepted and updated in your records {Aditya}Yes {Aditya}Is there anything else that I can help you with? {Tanya }another query {Aditya}Yes {Tanya }once you collect the documents at the vodafone store and then you submit it to the head office {Tanya }then is it verified once again or it is simply updated in the records {Aditya}Verification is done only for postpaid number {Aditya}For prepaid number documents are updated in system only {Tanya }also, The attestation in my Student ID card is faint and when a photocopy of the same is taken then it does not show clearly. If i provide the original at the Vodafone store {Tanya }then they can verify and approve my documents {Aditya}Yes {Tanya }and attest it and send it to the head office {Tanya }hmmm...so a verification agent will be sent to my address to check if I reside there {Tanya }even though I am a consumer for 8 years now {Aditya}Yes. there will be physical verification at your residence {Tanya }ok {Tanya }that resolves my query {Tanya }thank you {Aditya}#ty' {Aditya}Thank you for contacting Vodafone web-chat. Have a nice day. The Vodafone Service Desk Agent has left. ********************************************** Here is a complete list of emails sent by me to Vodafone on the said issue: On Saturday, 5 October 2013 3:44 PM, wrote: Vodafone team, I have been a customer (Mobile Number ) of your telecom company's services since the past 8 years and have been quite satisfied with the same. My address that is updated with your organisation at the present moment is of my previous organisation which I have resigned from and I am into research work right now. For the abovementioned research purposes I have joined a Govt. recognised deemed University in the capacity of a scholar. Hence, I would like to update my address immediately with your organisation in order to facilitate my future correspondence with Vodafone where I would need to receive physical correspondence with you at my residence. Now, I have continuously updated my address changes with your organisation being a responsible customer of your organisation. Therefore, even now I am looking forward to doing the same and expecting the same amount of grace and ease with which the same was provided and fulfilled by your organisation previously to a valued and loyal customer like myself. Now here is my query before I proceed to carry out the address change: 1) At the present moment as a ID Proof I possess a PAN Card. 2) But as a Proof of Address I at the present moment only possess a Attested Student Photo ID Card issued by the Govt recognised deemed University that I am associated with and it also clearly mentions my current Address on the same. Hence, these are the only two documents that I can present as a Proof of ID and Proof Of Address which should be sufficient considering your guidelines mentioned on your website, you may refer - https://www.vodafone.in/postpaid/gopostpaid/pages/idproof.aspx?cid=del WHere it is clearly mentioned that as a Proof of ID one can present - Government college / university ID card & (your website rules then clearly mentions after that )- In case your ID proof does not have your address on it, you'll need any one of these as your proof of address. So your organisation very straightforwardly and clearly states that an ID Proof having address on it mentioned also and is attested by the Govt. University/College then the customer will not need to provide any other Proof Of Address. Therefore, my Student Photo ID Card containing my complete current address attested by the University is acceptable by Vodafone as a Proof Of Address. Another link that you can refer to on your website rules and regulations is: https://www.vodafone.in/postpaid/gopostpaid/pages/idproof_mumbai.aspx?cid=del Here it says - Get any(means anyone) of these documents as Proof of Identity (POI) and Proof of address (POA): And in the list of documents at the bottom your website clearly mentions: Student ID Card with stamped photograph with address only for Government recognised Educational Institutes. Therefore my Student ID Card stamped with photograph and address mentioned by the Govt. recognised Educational Institute is acceptable as a Proof Of Address. Please note, that I have also contacted your Live Chat support feature on your website (first line exec name - Ara) and was transferred to a supervisor/senior (senior/supervisor name - Aditya) who confirmed after viewing all the abovementioned links that I can proceed with my PAN Card as ID proof and my Student ID Card with stamped photograph with address only for Government recognised Educational Institute as my Proof Of Address and apply with a written request at the nearest Vodafone store alongwith the originals and the same would be attested by the Vodafone store exec and dsent for updation at the head office in Delhi and promptly updated in my records. If needed I can also reproduce the whole chat as I have recorded it. Also if you would check your records then I had recently placed a request with your customer care team to order a new SIM card ( due to loss of earlier one) and the address (current one) I had provided there for delivery of the same was noted by your executive and penned down/updated/fed in your customer care system and the SIM Card was subsequently delivered at the same residence(current one) address and verification was done by the delivery person. If not satisfactory I would escalate to all higher authorities in Vodafone as well as outside Vodafone ( Govt. Telecom Regulatory Appellate Authorities) until this query reaches its logical conclusion. Regards. (Mobile Number ) ******************************** 9 Oct To Vodafone team, It has been more than three days and I have not received a response on my email. This is against your Customer Service policies of replying within 2 days of receiving a complaint/query. Kindly respond else I would escalate it to the higher authorities. Regards. (Mobile Number ) ********************************* On 10th October I resend my original email once again to the Customer care Delhi team. *************************************** Please note that every time I send an email I received this acknowledgement from Vodafone India: acknowledgements <[protected]@vodafone.com> wrote: Dear Customer, Thank you for writing to us. This is an automated response to your e-mail. We will respond to you within 2 working days. For quick access to your account information, please dial *111# For access to our 3G related services and products please log on to http://www.vodafone.in/3gworld My Vodafone Manage your Postpaid account online - from anywhere. Register for My Vodafone on https://myvodafone.vodafone.in. By logging on to My Vodafone you can do all below mentioned activities on your Vodafone account and many more. View, Pay & analyze your bill/account statement Change your talk plan/billing address Request for a duplicate bill Activate and deactivate services Order a new SIM card and block your old one So create your My Vodafone Account today! To know more about My Vodafone, visit https://myvodafone.vodafone.in. SMS Service Commands List You can also activate/deactivate services easily via SMS. To view the list of commands, log on to www.vodafone.in and go to Download and More option. Below are following few services which can be activated/deactivated via SMS along with self help keyword for some informative SMS, you can send the corresponding code as an SMS to 111 (toll free) and the service will be activated/deactivated or you will receive the desired information as per timeframe mentioned. ************************************************* Now I send the email to the Nodal Officer: To nodal.[protected]@vodafone.comvodafonecare.[protected]@vodafone.[protected]@vodafone.com Oct 14 at 11:02 AM To The Nodal Officer Vodafone -Delhi, Take note of my emails below to your Delhi Customer care department (3 emails dated 5th October 2013(initial email), 9th October 2013(Reminder email) & 10th October 2013(re-sent Initial) respectively) which have seen no response whatsoever on the latter's part which signals the extreme lackadaisical and perfunctory set of functioning exhibited by the aforesaid executives of Vodafone impliedly creating unbearable circumstances for any prudent person to objectively endure. It also compels me to relinquish every service availed by myself via your organization forthwith since a simple request(detailed below) for Information which is every customer's right to know is unable to be fulfilled by your organization. Therefore, I am constrained to give a last opportunity to yourself and the errant executives concerned as my last and final notice before I quit using your services and would also instruct other Vodafone users in my circle to do so and would switch to other customer friendly service providers. It has been more than a week that I have written to your Customer Care department and though I have received automatically generated acknowledgements for the same as well from your Vodafone Customer Care Team however there has been no response till date which blatantly breaks your strict protocol of responding to a customers queries within 2 working days as per your automatic acknowledgement emails. This goes to show the amount of respect and value your organization's Customer care executives have for their own company's policies, immediate superiors & valued consumers because your customer care team represents Vodafone as a whole. This is my final email explaining my side of the issue to your customer care team, if this harassment continues I would proceed with cancellation of the connection besides taking this matter up with the hierarchy of your organization as well as other appellate/higher respective institutions and organizations within and outside Vodafone who are incharge of looking into such matters and provide a suitable reply apart from placing a cancellation request of my connection and put forward this harassment story to all the people I come in contact with and social networking sites to abandon and never go for a service like Vodafone who promise world class customer service but fall flat when asked to deliver to their 'valued' & loyal customers at the time needed most, and what good is an organization without an efficient customer care. . I hope you respond this time with a positive response and take this matter into your hands as you sit at a position that sets examples as well as your designation solely exists for the purpose of resolving queries and bettering policies of the organization when it cannot be resolved by your subordinates. I look forward to a prompt and positive response from your end this time. P.S - The list of the 3 email correspondence between Vodafone Customer Care and myself has been mentioned below for your perusal and complete resolution/action. Regards. #(Mobile Number ) __________________________________________________________________________________ LIST OF THE 3 EMAILS SENT BY MYSELF (Dated - 5th OCT 2013, 9th OCT 2013 & 10th OCT 2013 RESPECTIVELY) TO VODAFONE CUSTOMER CARE: To: vodafonecare.[protected]@vodafone.com, [protected]@vodafone.com Subject: Postpaid - Change Of Address/Updation Query Date: Thursday, Oct 10 at 3:48 PM Vodafone team, I have been a customer (Mobile Number ) of your telecom company's services since the past 8 years and have been quite satisfied with the same. My address that is currently with your organization at the present moment is of my previous organization which I have resigned from and I am into research work right now. For the above mentioned research purposes I have joined a Govt. recognized deemed University in the capacity of a scholar. Hence, I would like to update my address immediately with your organization in order to facilitate my future correspondence with Vodafone where I would need to receive physical correspondence with you at my residence. Now, I have continuously updated my address changes with your organization being a responsible customer of your organization. Therefore, even now I am looking forward to doing the same and expecting the same amount of grace and ease with which the same was provided and fulfilled by your organization previously to a valued and loyal customer like myself. Now here is my query before I proceed to carry out the address change: 1) At the present moment as a ID Proof I possess a PAN Card. 2) As a Proof of Address I at the present moment only possess a Attested Student Photo ID Card issued by the Govt recognized deemed University that I am associated with and it also clearly mentions my current Address on the same. Hence, these are the only two documents that I can present as a Proof of ID and Proof Of Address which should be sufficient considering your guidelines mentioned on your website, you may refer - https://www.vodafone.in/postpaid/gopostpaid/pages/idproof.aspx?cid=del Where it is clearly mentioned that as a Proof of ID one can present - Government college / university ID card & (your website rules then clearly mentions after that )- In case your ID proof does not have your address on it, then you'll need any one of these as your proof of address. So your organization thus very straightforwardly and clearly has stated herein that an ID Proof having address on it mentioned also and is attested by the Govt. University/College then the customer will not need to provide any other Proof Of Address. Therefore, my Student Photo ID Card containing my complete current address attested by the University is acceptable by Vodafone as a Proof Of Address. Another link that you can refer to on your website rules and regulations is: https://www.vodafone.in/postpaid/gopostpaid/pages/idproof_mumbai.aspx?cid=del Here it says - Get any(means anyone) of these documents as Proof of Identity (POI) and Proof of address (POA): And in the list of documents at the bottom your website clearly mentions: Student ID Card with stamped photograph with address only for Government recognised Educational Institutes. Therefore my Student ID Card stamped with photograph and address mentioned by the Govt. recognised Educational Institute is acceptable as a Proof Of Address. Please note, that I have also contacted your Live Chat support feature on your website (first line exec name - Ara) and was transferred to a supervisor/senior (senior/supervisor name - Aditya) who confirmed after viewing all the above mentioned links that I can proceed with my PAN Card as ID proof and my Student ID Card with stamped photograph with address only for Government recognized Educational Institute as my Proof Of Address and apply with a written request at the nearest Vodafone store along with the originals and the same would be attested by the Vodafone store exec and sent for updation at the head office in Delhi and promptly updated in my records. If needed I can also reproduce the whole chat as I have recorded it. Also if you would check your records then I had recently placed a request with your customer care team to order a new SIM card ( due to loss of earlier one) and the address (current one) I had provided there for delivery of the same was noted by your executive and penned down/updated/fed in your customer care system and the SIM Card was subsequently delivered at the same residence(current one) address and verification was done by the delivery person. If not satisfactory I would escalate to all higher authorities in Vodafone as well as outside Vodafone ( Govt. Telecom Regulatory Appellate Authorities) until this query reaches its logical conclusion. Regards. #(Mobile Number ) _________________________________________________________________________________ To: vodafonecare.[protected]@vodafone.com, [protected]@vodafone.com Subject: Re:Postpaid - Change Of Address/Updation Query Date: Wednesday, Oct 9 at 8:31 PM Vodafone team, It has been more than three days and I have not received a response on my email. This is against your Customer Service policies of replying within 2 days of receiving a complaint/query. Kindly respond else I would escalate it to the higher authorities. Regards. #(Mobile Number ) ____________________________________________________________________________________ On Saturday, 5 October 2013 3:44 PM, : To vodafonecare.[protected]@vodafone.com, [protected]@vodafone.com Subject: Postpaid - Change Of Address/Updation Query Vodafone team, I have been a customer (# (Mobile Number ) of your telecom company's services since the past 8 years and have been quite satisfied with the same. My address that is currently with your organization at the present moment is of my previous organization which I have resigned from and I am into research work right now. For the above mentioned research purposes I have joined a Govt. recognized deemed University in the capacity of a scholar. Hence, I would like to update my address immediately with your organization in order to facilitate my future correspondence with Vodafone where I would need to receive physical correspondence with you at my residence. Now, I have continuously updated my address changes with your organization being a responsible customer of your organization. Therefore, even now I am looking forward to doing the same and expecting the same amount of grace and ease with which the same was provided and fulfilled by your organization previously to a valued and loyal customer like myself. Now here is my query before I proceed to carry out the address change: 1) At the present moment as a ID Proof I possess a PAN Card. 2) But as a Proof of Address I at the present moment only possess a Attested Student Photo ID Card issued by the Govt recognized deemed University that I am associated with and it also clearly mentions my current Address on the same. Hence, these are the only two documents that I can present as a Proof of ID and Proof Of Address which should be sufficient considering your guidelines mentioned on your website, you may refer - https://www.vodafone.in/postpaid/gopostpaid/pages/idproof.aspx?cid=del Where it is clearly mentioned that as a Proof of ID one can present - Government college / university ID card & (your website rules then clearly mentions after that )- In case your ID proof does not have your address on it, you'll need any one of these as your proof of address. So your organization very straightforwardly and clearly states that an ID Proof having address on it mentioned also and is attested by the Govt. University/College then the customer will not need to provide any other Proof Of Address. Therefore, my Student Photo ID Card containing my complete current address attested by the University is acceptable by Vodafone as a Proof Of Address. Another link that you can refer to on your website rules and regulations is: https://www.vodafone.in/postpaid/gopostpaid/pages/idproof_mumbai.aspx?cid=del Here it says - Get any(means anyone) of these documents as Proof of Identity (POI) and Proof of address (POA): And in the list of documents at the bottom your website clearly mentions: Student ID Card with stamped photograph with address only for Government recognized Educational Institutes. Therefore my Student ID Card stamped with photograph and address mentioned by the Govt. recognized Educational Institute is acceptable as a Proof Of Address. Please note, that I have also contacted your Live Chat support feature on your website (first line exec name - Ara) and was transferred to a supervisor/senior (senior/supervisor name - Aditya) who confirmed after viewing all the above mentioned links that I can proceed with my PAN Card as ID proof and my Student ID Card with stamped photograph with address only for Government recognized Educational Institute as my Proof Of Address and apply with a written request at the nearest Vodafone store along with the originals and the same would be attested by the Vodafone store exec and sent for updation at the head office in Delhi and promptly updated in my records. If needed I can also reproduce the whole chat as I have recorded it. Also if you would check your records then I had recently placed a request with your customer care team to order a new SIM card ( due to loss of earlier one) and the address (current one) I had provided there for delivery of the same was noted by your executive and penned down/updated/fed in your customer care system and the SIM Card was subsequently delivered at the same residence(current one) address and verification was done by the delivery person. If not satisfactory I would escalate to all higher authorities in Vodafone as well as outside Vodafone ( Govt. Telecom Regulatory Appellate Authorities) until this query reaches its logical conclusion. Regards. #(Mobile Number ) ******************************************* No response from the Nodal Offcer even after 3 working days. So I send a reminder to the Nodal Officer: To nodal.[protected]@vodafone.com Oct 16 at 4:59 PM Ms. Monica Pathak, It seems my earlier correspondence with yourself has gone on deaf ears without any redressal from an esteemed officer like yourself at Vodafone. No wonder that this is the example being followed by your subordinates, that is, the Customer Service team of Vodafone who are unable to answer simple queries of the customers and are extremely unprofessional and lackadaisical in their execution of duties. The complete history of which can be viewed for yourself from bottom to top of this email. Therefore, I hope you respond this time with a positive response and take this matter into your hands as you sit at a position that sets examples as well as your designation solely exists for the purpose of resolving queries and bettering policies of the organization when it cannot be resolved by your subordinates. If I do not receive a response once again, then I would proceed with this to the higher authorities as well as the Consumer Court and TRAI and other respective institutions and organizations who can look into this matter and provide a suitable reply apart from placing a cancellation request of my connection and spreading this harassment story to all the people I come in contact with to abandon and never go for a service like Vodafone who promise world class customer service but fall flat when asked to deliver and what good is an organization without an efficient customer care. I look forward to a prompt and positive response from your end this time. Regards. (Mobile Number ) ************************************************* No response from the Nodal Officer even then. So I forward the email and concern to the Appellate Authority of Vodafone India Delhi area: To appellate.[protected]@vodafone.com, nodal.[protected]@vodafone.com Oct 17 at 3:00 PM Mr. Jain, Appellate Authority Vodafone Delhi Take note of the correspondence below to your Customer care department as well as a number of emails to your immediate subordinate, the Delhi Vodafone Nodal Officer which signify apparent lackadaisical and perfunctory set of functioning exhibited by the aforesaid officials of Vodafone impliedly creating unbearable circumstances for any prudent person to objectively endure. It also compels me to relinquish every service availed by me via your organization forthwith as a simple request(detailed below) for Information which is every customer's right to know is unable to be fulfilled. Therefore, I am constrained to give a last opportunity to yourself and the errant officials concerned as my last and final notice before I quit using your services and switching to other customer friendly service providers. Regards. (Mobile Number ) *********************************************** Today is 18th October 2013 and I have not even received an acknowledgement of the query from the supposed " Nodal" & "Appellate Authority" of Vodafone India Delhi area. ************************************************* People be aware if you are thinking of getting a postpaid connection do not even think of Vodafone India. They have no ethics, no sense of accountability and responsibility and absolutely no sense of value for their customers. Vodafone India's Live Chat representatives state that the documents I have can be utilised for change of address as an address proof document. Yet when one proceeds to other authorities/representatives of Vodafone india there is no response at all. Better go in for other telecom service providers without even thinking of Vodafone.