Vodafone Egypt Complaint

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 1^st line and EGP 60 for the 2^nd 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:

• Arabic version:http://www.vodafone.com.eg/vodafoneportalWeb/ar/P11401215901311588540620
• 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:

1. Web page is not consistent hence misleading.
2. Warning messages are received even if subscribed to extra bundle.
3. No statement to say that using USSD code *2000*11# while subscribed using *2000*10#, one needs 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.
5. Account history is not complete.
6. Information provided by USSD code *2222*9# is incomplete/misleading.
7. 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:

• Arabic version:http://www.vodafone.com.eg/vodafoneportalWeb/ar/P11401215901311588540620
• 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 ”

Where as the Arabic version of the pages states the following for the same point:

“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:

1. Vodafone waive the whole bill.
2. I pay only for the amount I intended to pay: EGP 85, that is (25+60) for the mobile internet bill item.
3. 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

ahmed.esmat1@gmail.com

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

Postal mail: PO Box 730, Warrington WA4 6HL, UK

http://www.os-communications.org

enquiries@os-communications.org

Appendix 1: Webpage images:

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‪#‎vodafoneEgypt‬

‫#‏فودافون_مصر‬

‫#‏فودافون‬

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‫#‏نصب_فودافون‬


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.