Aircel — Prepaid number - deductions - IVR service not helping

Address:

600028

Hi,

My Maid has an aircel prepaid number [protected]. Everytime she recharges she has been deducted money . She asked for help and the people around tried calling the customer care. The customer care IVR service asked if it was a prepaid number press 1 and then in the next menu asks for the prepaid number . When the number was entered, it said this is not a aircel number. Due to this no one was able to help her. She kept getting deductions from her recharges on a weekly basis.

She recharged 100 Rupees in the month of April and found that over a week it came down to 10 rupees without using so much. I wanted to take this up seriously as they all work for a very meagre amount and every penny is worth a 1000 for them.

The IVR service initially didn’t allow me to get connected to a customer care executive. But I found alternative methods to reach using the Roaming option and spoke to a customer care executive on April 23rd (today) to find that there was a service called Dial N Chat that kept taking 30 rupees or any balance left over if less than 30 every week from Sep 2015. And some music related charges Rupees 30 also was deducted monthly.

I had them deactivate both the service. They then said all they can do is refund the 30 rupees that was taken last on April 17th . They then transferred the call to higher manager and then the manager also said they cannot recharge for all deductions done in the month of April rather only the last transaction.
They also said that the rule to refund is within 24 hours of the deduction.

My only question is if the customer care IVR doesn’t take you to customer care executive for grievances and does not recognize your number as aircel number how can someone complain??

The deductions this month were as below

March 30 – Rs. 20
April 8 - Rs.9
April 9 - Rs.30
April 17 – Rs.30

Dial N Chat activated in the month of sep ( the customer didn’t know she activated )

My complaint number is [protected]. I am highly dissatisfied with aircel’s service. I had one more aircel number that had issues and every time I called the customer care it would say your number is not a aircel number ( [protected]). Hence I have ported my number that I used in aircel for 13 years to another subscriber.

You can even check if the service dial N chat was used .The cause for all this is IVR service to subscribe to services which can makeyour service cost effective however many such ignorant people’s hard earned money has been taken away. I request you to refund the maximum possible in this case as a exception.

The customer service was very rude and said we cannot refund . If you want you can complain. Hence comes this complaint. Check your IVR service and inform your customer service to be patient as its not about money but service too that makes a brand.

Thanks
Uma Lakshmanan