I am an Airtel Black postpaid customer for more than 10 years. Last month they incorrectly added Rs.15000 worth of international roaming services that I never requested or used. Airtel call centre agents accept that it was their mistake. But they are not reverting the incorrect billing. In parallel, I keep getting calls from their collection agents to pay the bill. I am not even able to port my connection because of the outstanding bill. This is mentally harassing.
Human mistakes happen. I can understand if some agent by mistake added a wrong item to my account. But what I am not able to digest is what happened subsequently. The complete and systemic disregard of a customer's complaint is something I never expected. I have sent at least 10 different emails, called their customer service 12 times, and also visited their physical store so far. Every time they accept their mistake, register a complaint and then silently close it without resolving.
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