I applied for Airtel broadband connection 8Mbps speed and unlimited landline calls. I was also insisted that if I pay 5 months advance rental, there will not be any installation charges and a month free internet. So, I paid 5 months rental in advance with tax amounting to 4800 in cash to the Agent Mr Ashok (91 [protected]) from DR Enterprises. On 30th of August 2016 cabling and installation was done. However, in the first week of Sept I noticed that the paid 4800 in cash did not reflect in the MyAirtel Portal and was suspicious as the agent has first come gave an enrollment form(HYD402638) and collected the cheque on Aug 25th. Later he came up saying the process is delayed due to some technical reasons from their end and returned the cheque and tried to collect cash instead. I have insisted for cash receipt for which he said they do not provide any such and showed me a copy of the enrollment form(HYD402639) on his mobile device. I was little suspicious and said I would pay the amount only after the installation of broadband connection and which I did so by collecting the cheque that I have issued earlier after the router was setup.
His details below:
Agent Name : Ashok
Dealer : DR Enterprises
Phone: [protected]
Also the installation is not complete as the promised fixed landline is still pending. They said its out of stock and would get back in 2-3 days and its more than a week and still there is no communication from any one on its status.
On Sept 4th I raised the service ticket (Ref[protected] with 121 through email and MyAirtel portal - "CURRENT PAYMENT NOT POSTED : I HAVE MADE THE PAYMENT BUT IT IS NOT REFLECTING IN MY AIRTEL BILL".
Have made a follow up with the agent and he said it could a technical issue and would get reflected by September 25th billing date which did not happen and the bill was generated for the full amount (4210.42) that I have already paid with taxes and this followed every month with late payment charges being added to the bill each month.
Fixed line services have been barred, Broadband speed downgraded to 256kbps as against 8Mbps that was promised and its very unfortunate that a company like Airtel is showing such casual attitude towards complaints raised through 121. During our constant follow up emails they are giving assurances & providing new dates for resolving the issue and the responses are very generic and is always as below or something very similar and I do not think one would need to have call center support through email if the response for everything is just the same copy paste thing.
Dear Bobbili Satyavathi,
Greetings from airtel!
This is in reference to your email expressing concern over payment not posted on your airtel fixedline connection, bearing account no. [protected].
With regard to your issue, I am following up with the concerned team for an early resolution. We will contact you within 72 hours with an update.
I appreciate your cooperation in this regard.
After serveral follow ups Mr Ashok one day has come to meet me and has said that one of his colleagues is absconding with all the cash payments and there are several other around 10 + customer like me and requested for a weeks time to resolve the issue and in the meantime if I get any calls from Airtel or his higher authorities he insisted me to convey them that my issue is resolved to which I have denied.
Have reported the same to Airtel and escalated the issue to both "nodal.[protected]@in.airtel.com" and "appellate.[protected]@in.airtel.com" on Dec 7th. Got an email and all giving assurance that it will be sorted out in the next 72 hours but all in vain. They just keep making false promises and commit wrong dates to which Airtel service reps never stick.
Not sure if its due to immense pressure from higher authorities Ashok himself has called and came to meet me on Dec 8th and this time has promised to provide a new connection free of cost for 3 months and will help close the existing connection asap and I would not need to pay anything extra from my pocket. However, I asked if the same fixed line number will be active to which he said a new one would be allotted and I denied the offer (I believe this could be the GET Unlimited Internet FREE for 3 months plan from Airtel by paying just 1 month). So, its very evident that DR Enterprises (agents or its employees) have some way of activating Airtel services without making payments to Airtel and then cause inconvenience and panic to customers. I was just suspicious about it all these days but its now evident and can say with confirmation. Whats strange is that Airtel has failed to take an action and resolve the issue since 3 months creates more doubts and involvement of their employees / executives in the fraud.
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