Aircel — Benefits of special top up recharge not given and deducted amount randomly!

Address:	Bangalore, Karnataka, 560054
Website:	epayment.aircel.com/online-recharge

Aircel mobile no.

We recharged for special top up recharge through epayment.aircel.com their online recharge site for Rs.103 on Feb 6, 2016. The web page claimed to give benefits of 103 rupees full talk time value + 103 MB data usage + 103 sms free.

But, to my dismay I found that though I did not make much calls, the balance was shown to be too low even by Feb 8, 2016.

The consumer service executive did not have any idea about what she was talking and made absurd claims like "there is no Rs.103 recharge" while their epayment site shows that amount and the benefits in that page, and also we got sms that the amount has been recharged successfully. She had no idea about why the balance became too low in spite of our not making any calls.

We were on a trip to Srisailam between Feb 6, 2016 evening and Feb 9, 2016 morning when we came back to Bangalore. BUT, since we anticipated roaming usage, we had the one-nation one -rate plan recharged on Feb 6, 2016; SO, there is no possibility of roaming charges being applied for the mobile also.

In addition, we had subscribed for a special rate cutter plan - Rs.47 (on January 19, 2016)- under which the call rate must only be 1.2 paise for 2 secs which is still valid. The customer service executive rudely claimed that the rate is not applicable and the company has "by default" activated only 1.8 paise per second which is absurd. HOW CAN THEY UNILATERALLY FIX THE CALL RATE while we have recharged as per their rate cutter plans they themselves advertised?

This is gross abuse and cheating by the company. They were initially reluctant to even record the complaint saying as if there is some mistake at our end while all recharges have been done online at their aircel.com website epayments page and following their links and we have got sms to prove the recharges have been successful.

However, when we indicated that this warrants complaint under consumer grievance even in a court only they recorded complaint dockets...

We are furnishing the complaint dockets as below:

1-[protected] (for the grievance related to mismatch between the rate cutter plan we availed and the charges they were applying to our calls)

1-[protected] (For grievance related to whether privileges can be granted for Rs.102 or Rs.103 recharge and also to check why the balance became so low suddenly).

STRANGELY, they have just sent an sms saying the issue has been resolved; HOW COME? They have not refunded the money to us, not explained why the balance was used up mysteriously within 2 days, nor explained what rate of call we can enjoy in the future, nor refunded the excess amount they have charged our phone INSPITE OF our availing the special rate cutter advertised by their site.

Please forward this complaint to the company so that they may handle this appropriately.

We are educated citizens of IT-literate Bangalore and if this happens in a major city, we wonder what will be the plight of illiterate villagers in rural areas...and hence, we may take this up under high appellate authorities if the matter is not suitably resolved to our satisfaction in tune with principles of natural justice - i.e. refunding the excess charges that have been unfairly levied on our calls, and by restoring our account balance properly.

Thanks and regards,

Jahnavi B.V.
aircel mobile no.