Dear Sir:
I’m sending this brief description mail to submit a complaint against Vodafone Egypt as I’m a Vodafone customer since year 2000 which is 9 years and half over 3 accounts along this time I trusted the company so that I even transferred my wife’s account from a competitor company which she stayed with for 6 years to your respective company and I even made all my family which are 4 persons Father, Mother & 2 Brothers become Vodafone clients because of my belief.
So I subscribed to the ADSL service with 1MB speed & 100 GB QUOTA of download per month on the same time other competitors had the same subscription rate with unlimited download.
The point is that my account was activated on 19/7/2009 and it was 100GB as I checked my account on the Vodafone web site under the ADSL Management tab.
Then all of a sudden when i rechecked it on the 27/8/2009 I was surprised to find my quota is 4GB so I called the customer service to check about this and they stated it’s due to the fair usage policy the was implemented by the Ministry of communications to all the ISP’s in Egypt and I agreed to this with a complain that I should be noticed to this change even with SMS or E-mail as Vodafone does to its’ offers.
The Next day I found the official statement the was released by the Ministry of communications on 13/8/2009 and I was shocked to find that the official statement had a separate band stating that the new policy is in the experimental phase for the next two months and should be applied to the new subscribers only ((MEAN WHILE THE CURRENT ACCOUNTS STAY WITH NO CHANGES)) concerning the protection of the customer usage rights.
So I contacted the customer service with this note and I had no answer to my query regarding that I’m an old customer to the policy which the policy shouldn’t be applied to and I submitted a complaint about this after I had to make about 5:7 calls which are 15 : 20 minutes average per call and after I had described my case about 10 times to each personnel I talked to. Then I found personnel from the complaint center calling me stating that this mistake is to be changing in a short time and now after 2 weeks I found the same person calling me again with an opposite state that nothing is going to change which gives me no other chance to subscribe at any other company cause I’ll be a new customer to them and the policy should apply to me. Mean while other friends of mine who are subscribed to other companies enjoy the unlimited connection with NO PROBLEMS AT ALL.
This is why I submitting my complaint to see what Vodafone International can do to keeping my rights of usage and keep my faith of what I believed in for 10 years otherwise I’ll go for suing Vodafone Egypt by the customer protection agency for what they did and I’ll withdraw all my lines and I’ll encourage all the people that I know to withdraw from Vodafone because of the unfair Policy.
Best regards.