[Resolved] Aircel — Miscommunication and unauthorized charges in the bill for [protected]

Vignesh .H

from Chennai, Tamil Nadu

Address:

600042

I was shocked to see the bill amount of Rs.814. I regularly check the unbilled amount for my connection and till 24th of Aug it was 239Rs (50Rs. I paid in advance). Then, how come the bill came to 814Rs.? (My bill cycle is 26th of July to 25th of Aug.

I got a message stating that club299 plan is getting changed on June. When I enquired about it to customer service, I was informed that after the free mobile data (500mb) I'll be charged for the next 1 gb (charges would be Rs.40 only) post that the data connection is unlimited and the speed will be of 2G.

At that point I decided to move out of Aircel to Idea. After that, a person from the Aircel resolution team or Aircel feedback team called me up and asked whether my issue is solved and whether am I satisfied with the network. I said I'm not satisfied as this plan was going to change, he confirmed me that my plan will not change and it is the same as it was before (i.e 500mb 3G post that unlimited 2G). Since he confirmed/assured me that, I said if that's the case, I'm fine with the network and I'll continue with it.

And now, they have generated a bill with amount of Rs.814. What kind of service is this? I need the 482.79 Rs + taxes adjusted in the bill. I'll not pay this entire bill amount as it is Aircel's fault.

The responses I received from their mail support after raising the issue is:

"Dear Customer,

Greetings from Aircel!

With reference to your e-mail dated 30/08/2016, we would like to inform you that the number has been activate with the plan Magic combo 299 which have been benefits of 500MB 3G + Bill Shield 1 GB + unlimited 2G.

(Bill shield:

· Once the allotted 3G Quota is consumed, speed does not get throttled and you will be charged as per the tariff of 2p/50KB for additional 1 GB o[censored]sage (i.e. 1 MB = 0.21P, 1 GB = Rs.210/-).

· If the additional 1 GB is consumed, speed gets throttled to 64 kbps and any further data usage shall be discounted completely).

We have cross verified our records and would like to inform you that the number [protected] records GPRS usage more than 3G benefits in between the period 26/07/2016 To 25/08/2016 and the excess usage has been charged Rs.369/- in the invoice[protected] as per the base tariff of 2p/50kb.

Hence, the charges are authentic and stand payable.

Your service request number: 1-[protected]

It is our privilege to have you as our valued customer and we look forward to a long and fruitful association with you.

Thanking you and assuring you of our best services always.

Warm Regards,

Nandhini

Aircel

Keep writing to us @ [protected]@aircel.co.in (or) [protected]@aircel.co.in

Sms BAL to 121 for a quick balance check. For any VAS deactivations, please dial 155223 (toll free) from your Aircel number and follow the IVR instructions."

Please note in this response too they have miscommunicated. They have mentioned clearly that the charges for the excess 1Gb 3G data will be Rs. 210. Then how come I was charged Rs. 369 for that??? (as per bill amount it is charges as Rs.482.79).

Proves the trustworthy of the network. Aircel should have the recording of the conversation I had with their representatives. They should verify these information and correct their mistake.

I will not recommend Aircel to anyone. The worst network I have ever used.

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May 20, 2017

Complaint marked as Resolved

Aircel customer support has been notified about the posted complaint.

Sep 03, 2016

Updated by Vignesh .H The latest response from your team:
(Kindly check in the response whether anything is relevant to what I have asked or responded in the trailing email)

And don'y forget to note the point "You will be migrated to a best-fit plan which is aligned to your pattern o[censored]sage from your next bill cycle.", then why the hell was I charged for the previous month??

Dear Customer,

Greetings from Aircel!

With reference to your e-mail dated 01/09/2016, regarding Plan revised dispute for the number [protected], we would like to convey that the modified rentals on your tariff have been initiated after extensive market benchmarking and would like to confirm that the benefits offered and the corresponding rentals are on par with industry standards.

At Aircel, we put quality at the forefront in all of our products even in the most testing of times. While we endeavour to provide the best of Quality and convenience to our customers, it is also imperative that there is a price that goes along with superior quality

We are withdrawing few old plans as a part of billing system up gradation process. You will be migrated to a best-fit plan which is aligned to your pattern o[censored]sage from your next bill cycle.

Below are the details of your new tariff. Continue to enjoy unlimited data with bill shield option. We thank you for your continuous cooperation and we assure to provide the best in class products & services.

Plan Details
Current Plan
New Plan
Plan name
Club 299 PPM Plan
Magic Combo 299
Rental
Rs 299
Rs 299
Voice
600 Local min
550 L/N mins
SMS
1000 L/N
200 L/N
Data
500 MB + UL2G
500 MB + Bill Shield 1 GB + UL2G
Tariff local -A2A/A2O/A2L
20p/40p/50p
30p/30p/50p
Tariff STD -A2A/A2O/A2L
50p/50p/50p
30p/50p/50p
SMS tariff Local/National/ISD
Re 1/Rs 1.5/Rs 5
Re 1/Rs 1.5/Rs 5
Your service request number: 1-[protected]

It is our privilege to have you as our valued customer and we look forward to a long and fruitful association with you.
Thanking you and assuring you of our best services always.

Warm Regards,

Nandhini

Aircel

Keep writing to us @ [protected]@aircel.co.in (or) [protected]@aircel.co.in

Sms BAL to 121 for a quick balance check. For any VAS deactivations, please dial 155223 (toll free) from your Aircel number and follow the IVR instructions.

[protected] Original Message[protected]
From: [protected]@gmail.com
Received: 9/1/2016 11:23 AM
To: Chn - CorporateCare (E)
Subject: Re: SR:1-[protected]

That's not true.

I was informed by your phone rep that I will be charged only Rs.40 for the extra 1gb and then unlimited 2g after that.

This was informed by your employee (customer support person).

Added to it, next I was contacted by your resolution team and was informed that my plan is not getting changed, it's the same as before (with 500mb 3G after that unlimited 2g). Which is why I continued in your network.

All these were mistakes of your employees not me. If I were informed about this, I would have changed the network when I enquired about the plan change message I received. Hating your network to the core now.

Check your voice recordings for the 2 calls I had with your employees, you'll understand that what I say is true.

I'm seriously dropping an email to TRAI now. And I'll not be paying the extra charges you guys have levied because of your mistake.

I don't care about losing my number. And let's meet in the consumer court.

Hope you read my contact history with you, I'll say again anyway, my mom is an advocate.

Let's see who wins.

Verified Support

Sep 10, 2016

Aircel Customer Care's response Dear Vignesh .H,

Thanks for writing to us. This is to inform you, we have forwarded your complaint to the concerned department. At Aircel India, customer satisfaction has always been our priority and we assure that your concern will be taken care of at the earliest.

Kindly feel free to write to us at [protected]@aircel.co.in for any further assistance on this matter.

Thanks and Regards
Aircel Social Media Team

Verified Support

Sep 23, 2016

Aircel Customer Care's response Dear Vignesh .H,

We have verified your number and found that you got charged for 3G GPRS, as you exceeded the freebies and utilised 2 GB data.

Thanks and Regards
Aircel Social Media Team

Oct 14, 2016

Updated by Vignesh .H Get lost Aircel. We just ported out from your network. You cheaters.