8
July 2013
Complaint
To
whom it my concern,
This
complaint describes an unresolved issue I'm having with Vodafone
Egypt.
A.
Background and Problem Description:
I
own the following mobile lines and being serviced by Vodafone Egypt:
Line
#
|
Type
|
Current
Pricing Plan
|
With
Vodafone Since
|
+20
1223078181
|
Post-Paid
|
Open
49 Calls
|
2008
|
+20
1005293578
|
Post-Paid
|
Open
49 Calls
|
2000
|
I
was surprised to receive my June 2013 bill (consumption for May 2013)
with a total of EGP 4548.53. Mobile internet is the most
contributing item for this bill as follows:
- Line 1223078181 : EGP 566.33
- Line 1005293578 : EGP 3016.44
I was supposed to pay
only EGP 25 for the 1st line and EGP 60 for the 2nd
line, respectively after subscribing to the Extra Internet Bundle
described as follows:
Line
#
|
Internet
Bundle (EGP)
|
Basic
GB
|
Extra
Internet Bundle (EGP)
|
Extra
GB
|
Total
GB
|
Total
Charge
|
+20
1223078181
|
15
|
0.1
|
10
|
1
|
1.1
|
25
|
+20
1005293578
|
50
|
0.5
|
10
|
4
|
4.5
|
60
|
This
information is from the following Vodafone Egypt web site pages:
- English verrsion: http://www.vodafone.com.eg/vodafoneportalWeb/en/P11401215901311588540620
After investigations from
my side and during the course of filing many complaints to Vodafone
Egypt I discovered the following problems that lead to this
situation, in addition to other side problems:
- Web page is not consistent hence misleading.
- Warning messages are received even if subscribed to extra bundle.
- No statement to say that using USSD code *2000*11# while subscribed using *2000*10#, one needs to unsubscribe first.
- Sending extra bundle USSD code at the beginning of the month does not get executed because previous month status remains on the system for at least 3 days in the new month.
- Account history is not complete.
- Information provided by USSD code *2222*9# is incomplete/misleading.
- Complaint status is not correct.
The following are
detailed explanation of each point.
1.
Web Page is not Consistent hence Misleading:
This information is
regarding the following Vodafone Egypt web site pages:
- English verrsion: http://www.vodafone.com.eg/vodafoneportalWeb/en/P11401215901311588540620
There are two main
problems here:
1.1.
Table Information Inconsistent with Page Details:
Browsing either pages,
one finds a table at the beginning of the page that gives a summary
of all the available options (or it should be). It states that to
subscribe to an extra internet bundle the following USSD code should
be used: *2000*10#, but reading further in the page, there is a point
stating:
"To automatically
enjoy the “Unlimited”
Extra Bundle every month with the main bundle, dial *2000*11# for LE
10 a month."
This is written in Bold
for the English version, and in normal font for the Arabic. In
addition this is not reflected in the summary table, nor that the
table is referencing any additional information in this regard.
What I believe I did when
this new offer started, I read the whole page, but then in the next
day I browsed the page, looking at the table only, I executed the
USSD code : *2000*10# by the end of April 2013. Since I know very
well that the rules for any Technical Documentation states that a
summary table should contain a "summary" of all information
or at least a reference to it, I did not read the whole page once
again.
1.2.
English and Arabic Pages do not Match:
For
the last point in the notes, the English version of the page states:
“Unlimited”
Extra Bundle gigabytes expire at the monthly bundle’s renewal
date ”
“يتم
الاستمتاع ب
gigabytes
الاضافية
حتى تاريخ تجديد
باقات الموبايل
انترنت الشهرية
”
Which
means:
“Unlimited”
Extra Bundle gigabytes may be enjoyed until the bundle’s
renewal date”
The
point here is that “maybe
enjoyed until”
and “expire”
(should be “expires” by the way) do not match, the
meaning is completely different. Using the Arabic version contributed
to the situation described in my bill. Because it is obviously normal
to “enjoy” the bundle to the end of renewal’s date,
this does not it mean it will expire by the end of the month as the
English version explicitly stated. Adding to this, that as per my
experience with Vodafone for the period of 18 years (total for both
lines) is used to that no subscription to any service expires until I
un-subscribe from it, even for the out dated services/offers.
2.
Warning Messages are Received even if Subscribed to Extra Bundle:
I
still receive the same warning message of consuming 80% and 100% of
the main bundle (please see the screenshots below) as follows:
- Warning messages are received whether subscribed to the extra bundle or not.
- Warning messages are working for the main bundle only.
- The warning message still references the USSD code *2000*10# only, and no reference at all to the USSD code *2000*11# which is misleading.
3. No Statement to say that Using USSD code *2000*11# While Subscribed using *2000*10#, One Needs to Un-Subscribe First:
There
is no single documentation stating that using USSD code *2000*11#
while being subscribed using *2000*10#, one needs to un-subscribe
first:
- I tried many times but I was getting the reply “you are already subscribed” which is misleading.
- There is no code to unsubscribe from the extra bundle.
- As per customer service, I need to call them for switching between extra bundle types, which is also not documented anywhere.
- The returned message should have been something like: "You may not subscribe to Extra bundle using *2000*11* while subscribed using *2000*10#, you may need to unsubscribe first"
4.
Sending Extra Bundle USSD code at the Beginning of the Month does not
get Executed because Previous Month Status Remains on the System for
at least 3 Days in the New Month:
I
discovered that when I send any USSD code at the beginning of the new
month, I get a reply message of “you are already subscribed”,
this is confusing, so I called customer care to check and I was told
the following:
- “Extra bundle status of the previous month remains on the system for the first 3 days of the new month, please retry after 3 days”.
- “We are sorry, but if you exceeded the main bundle usage in the first 3 days of the month we will waive its charges.
What
would have happened if I did not call? This also applies to deceived
customers!
5.
Account History is not Complete:
During
the callback from Ms. Hana, she said “since you are a valuable
customer and you are with us for 1.5 years I’m going to offer
you 40% discount on the Internet bill item”. I told her “Iine
1223078181 is with Vodafone since 2008”. So she told me: “let
me disconnect and call you back”. She did and told me “I
can only see that you are with us since January 2012”. Please
note the following for Iine 1223078181:
- How come system does keep the period between April 2008 and January 2012?
- I Ported in to Vodafone on 14-APR-2008.
- Was on Pre-Paid plan until 5-JAN-2012.
- Is on Post-Paid plan since 5-JAN-2012.
- I mentioned all the above points to Ms. Hana, she still failed to get a list of my line’s complete history.
Please
note that line for line 1005293578:
- Complete history is available.
- Was on Pre-Paid plan until 10-DEC-2012.
- Is on Post-Paid plan since 10-DEC-2012.
- Was on my Mother-in-law name (Sadeya Mahmoud Omar) until transferred to my ownership on 10-DEC-2012.
6.
Information provided by USSD code *2222*9# is incomplete /
misleading:
Vodafone
Egypt introduced USSD code *2222*9# to inquire the Internet bundle
quota. Here is a sample reply:
The
following comments are noted on this:
- USSD code works only for the main internet bundle, it does not work for extra bundle.
- In this example I’m already subscribed to the extra bundle with the code *2000*11#.
- This is confusing since one would think that he is not subscribed to extra internet bundle or something have gone wrong while registering.
- It is not mentioned in the message that I need to call customer support to check the whole quota, as I was told by Vodafone personnel in one of my calls.
- The only information on this USSD code is on the web pages referenced above, as follows:
“Now
you can know your Mobile internet bundle & its remaining quota
Dial *2222*9# for free.”
again, this does not state if this is the main bundle or the extra bundle, or if I need to call customer service to inquire about the extra bundle.
7.
Complaint
status is not correct
At
many occasions, the status of my complaint was not reflecting what
was agreed upon in the previous call with Vodafone personnel handling
the complaint. The following are examples:
- When I had a call from the complaint supervisor on 1-JUL-2013 (the one reported having bad attitude), he insisted on considering the issue resolved and closed against my well. I tried explaining to him that is not correct, but he said, “no way, I will report issue is resolved”!
- When I got a call from Ms. Hana, on 2-JUL-3013, we agreed on holding the offer until I escalate the issue to Vodafone UK. I was surprised when I made a call to billing services that the status is “waiting on my decision”!
B.
Solutions Suggested by Vodafone Egypt:
- In my first complaint, I was offered a discount of EGP 900, but then was withdrawn when I escalated the complaint.
- In my second complaint, which has passed through complaint front desk personnel, then escalated to a supervisor (who offered no help at all, and was so rude, speaking in a strong language, even shouting, and showing no good manners), then I requested another escalation to a higher level manager, and filed a new complaint against that supervisor attitude. I was called by a Complaint division manager who apologized for the supervisor attitude, understood the issue and offered an EGP 500 discount. I still don't know based on what, and I also did not agree.
- I then got a call from the a higher level position manager (Ms. Hana, on July 2, 2013), who understood the situation and offered a 40% discount on mobile internet bill item. This is still not acceptable to me, so I asked her to hold the offer until I escalate my complaint more. Hereby I am.
C.
Current Status:
- Vodafone Egypt last offer after escalations up to 4 levels is to reduce the mobile internet bill item to 40%, which is put on hold, while not acceptable by me.
- Sent to Vodafone UK asking for an email to send by Complaint document, since the web site complaint form is test-only based.
- On 7-JUL-2013, I got a callback from Mr. Hatem Dowidar office (CEO, Vodafone Egypt) offerring help. The man who called showed no concerns towards resolving the issue, and even did not admit any of the faults/bug found. He also refused to provide me with an email of a local or UK based contact. We agreed to escalate the issue in all directions including Vodafone UK, National Telecom Regulatory Authority (NTRA), Egypt and Consumer Protection Agency (CPA), Egypt.
- All service are now blocked on both lines, while I can receive calls and make calls to Vodafone lines only.
D.
Demands:
Due
to the above reasons and the unacceptable offeres provided by
Vodafone Egypt, I demand adopting one of the following solutions:
- Vodafone waive the whole bill.
- I pay only for the amount I intended to pay: EGP 85, that is (25+60) for the mobile internet bill item.
- Porting out both lines to another provider, as I already got some good offers.
Your efforts towards
resolving this issue is greatly appreciated.
Best regards,
Ahmed Esmat
Land line: +20 2 39800486
CC:
- Hatem Dowidar, CEO, Vodafone Egypthatem.dowidar@vodafone.com
- Ashraf Helal, Customer Care Director, Vodafone Egypt
ashraf.helal@vodafone.com
- National Telecom Regulatory Authority (NTRA), Egypt
http://www.tra.gov.eg/
Hotline: 155
Email: CCComplaints@tra.gov.eg
Fax: 0235344155
- Consumer Protection Agency (CPA), Egypt
http://www.cpa.gov.eg/
Hotline: 19588
http://www.cpa.gov.eg/filling-complain.htm
Complaint form: http://www.cpa.gov.eg/ComplaintForm.aspx
- Guy Laurence, CEO, Vodafone UK
guy.laurence@vodafone.com
- Mark Bond, Customer Operations Director, Vodafone UK mark.bond@vodafone.com
- Vodafone Customer ServicesVodafone House, The Connection, Newbury, Berkshire RG14 2FN, UK
- Customer Relations ManagerVodafone Limited, The Connection, Newbury, Berkshire, RG14 2FN, UK
- Ombudsman Services Communications
http://www.os-communications.org
enquiries@os-communications.orgAppendix 1: Webpage images:
#Vodafone
#vodafoneEgypt
#فودافون_مصر
#فودافون
#نصب_شركات_الإتصالات
#نصب_فودافون
29 سبتمبر 2014
29 سبتمبر 2014
صباح اليوم جائني اتصال من محقق في الجهاز يقول لي ان رد الشركة يقول انه كان يجب على اعتبار رسالة تقول "انت مشترك بالفعل" جائتني عندما حاولت الاشتراك في باقة جديدة هي رسالة خطأ وكان يجب عليا الاتصال بخدمة العملاء للاستفسار عن كيفية حل هذه المشكلة !!!
قولت له، يعني انت مقتنع بالكلام ده، قال لي "ايوة يعني المفروض تكون ازاي؟" قولت له: المفروض تكون الرسالة "لا يمكنك الاشتراك في باقة جديدة قبل الغاء الباقة السابقة"، قال لي: "دي زي دي بالظبط، وبكدة هنقفل الشكوى لأنها اتحلت".
سجلت اعتراضي على غلق الشكوى وعلى منطق الشركة واعتبار المشكلة لم تحل، وطلبت التصعيد لمكتب وزير الاتصالات.
