[Resolved]  Airtel — Airtel 4g over-billing

Address:

Bangalore, Karnataka, 560076

Hi,

My story of harassment by airtel 4g goes like this-

Till mid february 2016, i was using airtel 4g dongle (Sim no: [protected]) happily. On one unfortunate day, i got a call from airtel executive, offering me a replacement sim for rs. 150/- so that my monthly billing could reduce by rs. 250/-. I asked her the reason about this ‘meharbani’ from airtel? Executive replied, “sir, lots of existing customers are complaining that their monthly billing amount is on higher side. So, we are offering replacement sim to reduce amount.” obviously, i was tempted and accepted the offer.

I got the new sim and started using it (Not realising that old sim’s meter is still on, airtel must have de-activated it immediately after activating replacement sim (No: [protected])). When i saw the sms for outstanding amount on my old sim (No: [protected]), i logged two sr (No: 68655791 and 68655865 on 2nd april 2016, one for cancellation of old sim and other for billing amount waiver since i did not use that at all, usage was showing 0.00 mb). I was assured by service-centre executive that i’ll get the waiver. After a week, i got a call from airtel to pay outstanding amount (Rs. 1144/-). I called airtel back asking for sr status on waiver. This time, executive replied, “don’t you have common sense that you are using two sims so you have to pay for both?” obviously, every customer does not have the same high-level of common sense, i’m no different (Mind you, airtel had given me replacement sim, not additional sim…moreover, i did not ask for it). After a long argument, executive connected me to her boss who was ‘floor supervisor.’ he put me on-hold and called billing department for waiver. He assured me that within 24 hours, airtel will call me back and i’ll get message that my bill is waived-off. It never happened.

On 24th april 2016, i got message from airtel that outstanding is rs. 1882/- (Rs. 1144/- + rs. 738/-) on old sim, pay immediately. That means, they had billed me till the date i had called them for deactivation of old sim. When i called them, they told, they do not de-activate sim themselves, customer has to place the request. Perfect internal process…though customer must know it. Obviously, customer does not know how your internal system works.

My point is: 1) either airtel must de-activate the old sim immediately after they activate the replacement sim. If customer wants to use 2 sims simultaneously, he/she can call airtel to re-activate old one. That is justified meaning of word ‘replacement’, using only one sim at any point of time. Or airtel must tell customer (At the time of offering new one) to de-activate old sim else they have to pay for both.

2) why i was offered a new sim, could i not get rebate on my old sim? To my understanding, airtel did it deliberately to charge me double rather than giving rebate on existing bill.

3) even if i ignore all the reference and context of this issue, is it ethical business from airtel to charge rs. 1882/- for 0.00 mb usage?

Hope airtel will read this and get back to me with justified and agreeable solution.

Regards
Gyan prakash chaudhary