Airtel — Double charging for International Roaming

I am an Airtel mobile postpaid customer ([protected]) since 2011 and reside in Navi Mumbai.
I had addressed my complaint to [protected]@airtel.com on 01Oct’23 & 02Oct’23 and to nodalofficer.[protected]@in.airtel.com on 04Oct’23 received responses the same day. However I am not satisfied with the responses which are all more or less identical. Hence this escalation.
Details are as follows :
I had purchased in May’23 an International Roaming pack @5, 999/ 90 day pack set1 for UK.
IR was activated on arrival in UK on 01June’23 with the 90 day period ending on 29August’23.
Since I was planning to visit Turkey from 30Aug to 03Sep’23, I purchased on 28.08.23 a carryover International Roaming Data pack @755/ 5 day for Turkey which, as per the conditions spelt out on Airtel site, is supposed to be activated only upon arrival in Turkey. I had purchased a couple of days in advance when I had the time and since I did not want a gap in internet service when traveling from UK to Turkey.
This should have enabled International Roaming to continue from 30Aug’23 (just after the earlier 5999/ 90 day pack would have completed its tenure on 29Aug’23) for 5 days till 03Sep’23.
However I received an sms in the evening of 02Sep’23 that I am being charged Rs. 649(+taxes) extra for the data consumed that day since my IR pack had expired on 01Sep’23.
To avoid extra charging for another day, I had to switch off Data and forego Data usage on 03Sep’23 even though the 755/ 5 day pack should have had validity till 03Sep’23.
I also find in the bill dtd. 24Sep’23 that the tenure for the IR pack 755 has been (wrongly) shown as starting from 28Aug’23.
This is wrong since the earlier 5999/ 90 day pack was valid till 29Aug’23 and hence the IR pack 755 should have started its tenure only from 30Aug’23 and ending on 03Sep’23.
I cannot be charged twice for International roaming, viz. for both 5999 pack & 755 pack concurrently between 28Aug’23 & 29Aug’23.
Because of this mistake, I have been unreasonably and wrongly charged IR daily limit pack @649 per day (plus taxes) amounting to 765.82 for 02Sep’23.
Further, on receiving the airtel text message to this effect on 02Sep’23, I had to forego internet usage for a day on 03Sep’23 in Turkey as otherwise Airtel would have charged extra for one more day (similar to 02Sep’23). This was frustrating since I was not availing a facility for which I had already paid for.
The responses I received mention “..IR packs charging, validity and benefits will start effective the date you connect to international network. As you have activated IR Data addon Pack @755 5 day pack on[protected]. Hence, it has latched on the same day..”.
This brings out the defect in the Airtel systems which makes it possible for Airtel to charge the customer twice concurrently for the same service (International Roaming). If systems had been designed to detect that there was an earlier IR pack active and to activate the new pack only after the earlier pack ended its validity period, this issue would not have arisen. During the period 28Aug’23 to 29Aug’23, the earlier 5999/ 90 day pack was still valid and in addition Airtel invoked the later 755/ 5 day pack for the same period – thereby the defective systems ensured that the customer is charged twice for a single service, viz. International Roaming.
In summary I request the following :
-1.Airtel should correct its systems/ processes to ensure that the customer is not charged twice for the same service concurrently. This will help other customers also.
-2.Airtel should revise my Sep’23 bill downwards by Rs. 944 - from total 3, 383.35 to 2, 439.35, based on the following calculation :
Fair charges are only 2, 439.35, excluding the Rs. 944 consisting of :
(i) wrong extra charge levied in the bill of (649+taxes) =765.82 for IR on 02Sep’23
&
(ii) prorata deduction of (755/5=) 151 + taxes = 178.18 for non-availing of IR Data facility on 03Sep’23 for which I had already paid as part of IR pack 755/ 5day valid from 30Aug’23 to 03Sep’23.

The response email from the Airtel Nodal Officer, Mumbai is reproduced below.
Nodalofficer Mumbai
4 Oct 2023, 14:49


to me


Dear Ravichandran,
Greetings from Airtel!
This is in response to your email regarding international roaming usage charges for your Airtel mobile number [protected].
I apologize for the inconvenience.
As per your concern, I would like to inform you that International Roaming @5999 90 day pack is activated and the same started using on[protected] which is valid till 11:59 PM on[protected].
Once the validity starts, then you can't renew or take another Smart Pack till the current pack validity gets expired. However, you will be able to take IR Smart Byte (Data addon).
Kindly note that, IR packs charging, validity and benefits will start effective the date you connect to international network. As you have activated IR Data addon Pack @755 5 day pack on[protected]. Hence, it has latched on the same day.
Your mobile will now connect to an international network in case if you carry your SIM aboard. When you use our services while in international roaming, you would be charged as per standard
tariff (details available atwww.airtel.in/IR. We however make every attempt to protect you from bill shocks. If your usage for a given day exceeds Rs 649, then you would be charged with the 1 day special international roaming pack rental of Rs.649/- and not the higher amount.
On[protected] your usage for a given day exceeds Rs.649/-. Hence, 1 day pack is activated to protect you from High bill shocks.
If you haven’t opted for international roaming pack rental, the Tariff for international roaming usage will be -
Data Usage: Rs.6.5/ 10 KB ( Rs.48808.5/- 73.33 MB)
Actual Charges levied for special pack without considering the standard tariff is reduced to: Rs.649/- (649*1 day)
As the charges levied on your bill is valid. We regret to inform you that adjustments cannot be processed for the same.
Your current outstanding is Rs.3383.35/- payable by[protected]. Please pay through any of the convenient modes of payment.
In future to check any network issue & raise a complaint, view & pay bills, manage your account efficiently, track your usage, claim rewards & much more by clicking on the following linkswww.airtel.in/5/dsl.
Hope it helps!
You can ask us your questions using Airtel Thanks App. Your feedback makes us better every day.
Regards,
Airtel - Open To Questions