Airtel DTH Services — complaint for harassment and misleading the customer of airtel dth

Address:

44-45, sector 4, pocket A-4, Rohini, New Delhi, Delhi, 110085

The Applicant is practising Lawyer in Delhi and is the customer of Airtel DTH services vide customer Id [protected]. I want to lodge my grievance that I was one of the satisfied customers of Airtel DTH services and my Customer Id is [protected] and it is registered in the name of Manoj Communications. I was availing the services through the above said connection since for a long time. In August 2017 I had shifted my residence from Moti Nagar, New Delhi (West District) to Rohini New Delhi (North District).
With the shifting of my house I felt the need of another DTH connection as this time I installed one another Television for my childrens in the separate room and accordingly I had instructed the Customer Care Department of Airtel Dth Services to shift my connection at my current location as well as provide me the subsequent set top Box for my another T.V. I paid Approx. Rs 650/- for additional set top Box as demanded from me and opted the yearly subscription for my primary T.V so that I cannot be worried every month for recharge purposes. I also opted minimum available package for my subsequent T.V as per requirement.
After some time I issued the specific direction to the Airtel DTH customer Care to disconnect my subsequent connection as no body in my house was using the said connection and the customer care representative noted my request for disconnection. After some period I had received calls and messages for recharging the subsequent connection. I immediately issued the fresh directions to the representative of the Customer Care to disconnect the subsequent connection as I had already issued the necessary directions previously but the same was not complied with and the customer care representative followed the same and assured me that my subsequent connection will be disconnected.
In June 2018 I again recharged my secondary connection with yearly subscription and paid Rs 5800/- through Paytm App and opted sports infinity yearly package. It may be noted here that on 24/05/2019 I received the call from Airtel DTH customer care Representative and he informed me that my yearly package is going to expire on 28/05/2019 and instructed me to recharge it immediately. I informed the Representative of Airtel DTH that as I am out of town and is coming back on 29/05/2019 and I will recharge the same at that time.
On 29/05/2019 I received the message that the services of my above mentioned customer ID has been stopped due to insufficient balance. I immediately checked my record and It has come to my knowledge that I had opted the yearly package in the month of June 2018 and it was not the number of days package than how my services has been suspended prior to its validity which falls in the month of June 2019.
I immediately searched the lowest available monthly package in Airtel DTH Delhi on Internet and my search stopped on Rest Of India Package of Rs 199/- with 30 days validity. I opted the same and recharged the said package of Rs 199/- with validity of 30 days on 29/05/2019.
On 29/05/2019 I received a message from AIRTEL DTH
“ update on your Airtel Digital TV ID [protected]. Airtel Pack added :- DELMP CG RAJ Val Sports Lite. Monthly Rental of new activated channel/s Rs 272.0. For a/c details, give a missed call to [protected] from your registered mobile”. Again I received another message
“ Your selected channel/s have been added to the Airtel Digital TV ID [protected]. Monthly Rental of new activated channel/s Rs0.0. To Know you’re a/c details, give a missed call to [protected]”
In the mean while I came to know about the one new service of Airtel Internet Service and to know more about that service I made a request on Airtel Customer Care Service to describe me about the same and my request was noted against request No 89788916 dated 31/05/2019 and it was informed me through message that one Mr Om Prakesh Service Engineer was deputed to address my request and after talking to him I came to the conclusion that the Airtel is giving the smart TV option through said Internet TV service and I am already using the smart TV so I dropped my idea for Internet TV.
On 01/06/2019 I received a message from Airtel DTH
“ Due date for Airtel Digital TV ID [protected] is on 02-Jun-2019. The rental is Rs 975/month. Rs 30 CASHBACK vis PayTM .Recharge at (code AIRTEL 30) m.p-Y.TM/tVaRL.” I ignored the same as I thought it was wrongly sent to me .
On the same day i.e. 01/06/2019 I received again a message from Airtel DTH
““ Customer Id : [protected] A/C Balance Rs 86.3, Current Monthly Charges (973), Validity: 02-JUN-2019, Last Recharge Date/amount : 29/05/2019/Rs 199, No of Connections:2” For the first time the Airtel DTH customer Care mentioned the number of connections 2 in its messages .
I immediately called the customer care number of the Airtel DTH and inquired as why this message has been sent to me as I have recharged with Rest Of India Pack on 29/05/2019 with 30 days validity and why the validity of my DTH ID is showing upto 02/06/2019 and why you have mentioned numbers of connections “2” in your message despite the knowledge that I had already disconnected my subsequent connection long back ago. The Customer care representative informed me that my both connections are active and they have not received any instructions in this regard as per record and also informed me that there is no package in the Airtel DTH with the name Rest of India of Rs 199/- with 30 days validity.
I was shocked and surprised that the AIRTEL DTH service providers are looting the hard earned money of the general public as one side the Rest Of India Package is still available on the website with 30 days validity and why the customer care department is denying the availability of said package and on the other hand why my suspended services were resumed when I recharge with 199/- and sent me the message
“ update on your Airtel Digital TV ID [protected]. Airtel Pack added :- DELMP CG RAJ Val Sports Lite. Monthly Rental of new activated channel/s Rs 273.0. For a/c details, give a missed call to [protected] from your registered mobile”. Again I received another message
“ Your selected channel/s have been added to the Airtel Digital TV ID [protected]. Monthly Rental of new activated channel/s Rs0.0. To Know you’re a/c details, give a missed call to [protected]” she has simply replied that we have instructed you to recharge with minimum Rs 200/- for activating your services but in actual I recharged with Rs199/-.
I immediately instructed the Customer Care Representative to immediately stop my services of one of my connection as I am not using the same, she informed me for that I have to surrender the second SET TOP BOX and when I informed her that I had paid for that and she informed me that Airtel given that on discounted rates and I have to surrender the same, For the first time it has come in my knowledge that I have to return the said thing for which I had paid in advance . I do not want to involve in any controversy and I directed the Representative of Customer Care to send your representative and I will hand over the Set top Box and I received the message
“ Namaste! Your Reference No is 89850925 for Voluntary Disconnection. For any further Assistance on your Airtel Digital TV ID [protected], PLEASE CALL[protected]” and it was also informed me that the Representative will visit at my home on 04/06/2019 at about 4.15 pm after taking the appointment from me.
On 04/06/2019 at about 4.30 Pm I received the call from Airtel DTH and the representative forcing me to keep on the second connection and suggested me to suspend the services for 6 months by paying charges of rupees 200/-, I informed him that I have requested the Airtel DTH to disconnect the second connection but you did not follow my instructions and despite specific request for surrendering the second connection why you are forcing me to continue with second connection by paying suspension amount of Rs 200/-. It is very surprising that Representative straight way denied for removing the second connection and told me that he will not disconnect the second connection. I immediately instructed him than you should disconnect my both connections and I will purchase the new one and he disconnected my call. The shock did not stop there after 20 minutes I received the message from customer care that “ The service reference No 89850925 for your Airtel Digital Id [protected] has been resolved. For more details, call 12150 or [protected]”
On 02/06/2019 my services were again stopped by showing ERROR CODE 6
“Your account is suspended due to low balance. To resume services, recharge immediately with Rs 200 or more . Keep your set top Box ON during recharge”
I have all the snapshots of the messages as well as voice recordings of Airtel DTH Customer Care Representatives.
I want the following immediate action on my complaint
1 If the Airtel DTH is not providing any Rest Of India Plan @ 199/- with the validity of 30 days than why it is reflecting on website of Google which covers under the definition of cheating as defined under Indian Penal Code as well as it’s a case of Cyber Crime for showing/providing the wrong information to the public at large.
2 Why my second connection has not been Dis-connected despite directions and why the customer care demanded me to return the set top box, is it as per guidelines of TRAI please provide me the related guidelines .
3 Why my connection has been disconnected on 02/06/2019 within 4 days once the payment of Rs 199/- has been made for 30 days as per available plan and if the plan is not in existence why the said amount has not been refunded me with direction to opt with present available plans.
4 Immediate action should be initiated against the Customer Care Representative who straight way denied to disconnect my second connection and make false report that the complaint against the id 89850925 has been resolved.
Till than I will not recharge my connection further and will claim damages also for the said period. I assure the Airtel DTH service providers that if my grievances will not be sorted out within a week after receiving of my complaint, I will go and approach all the available platforms including to approach the Hon’ble Court of law not for me but for the general public against this kind of loots and forgeries with common people of India