Airtel — Need the Blackberry internet Advance Rental charges adjusted due to loss of Blackberry device

Address:

Pune, Maharashtra

With great disappointment I want to raise this matter in this forum. I have been an Airtel customer all these 10 years since I started to use cell phone and to never did Airtel give me a chance to complain about its services. However, this time I am forced to choose this page to get my request heard.My number is [protected] (Pune). I am a postpaid customer since 2013 and have been using Blackberry services all the while. Never have I been in the defaulters list for late payment or no payment of any services I opted for. Blackberry BIS advance rental plan for 6 months in 1999/- INR has been my choice ever since I moved from prepaid to postpaid connection. And as a usual renewal activity, I called Blackberry customer care on March 6th, 2015 to renew my Blackberry BIS advance rental plan for next 6 months. The services got reactivated within few minutes and it was business as usual until March 10th, 2015, when I faced some problem in my Blackberry handset and was on my way to the Blackberry service centre. My Blackberry 9360 curve handset was stolen from my pocket on March 10th 2015 at Bareilly district (U.P.) when I was in my hometown for Holi festival. As the phone was without a sim card, there was no way I could track it instantly. I registered a complaint in the nearest Police Station and as a responsible customer, called the Airtel customer care and asked them to stop my Blackberry services from immediate effect. I was told that in my monthly bill, dated March 12th, 2015, I will be charged the amount Rs. 1999/-, however it can re-adjusted later on calling the customer care.As I was travelling, my contact with customer care was delayed and I contacted the customer care on 28th March, 2015. A complaint (Ref no. –[protected] was registered and without any phone call from the customer care, it was closed on 30th March, 2015.When I called the customer care and inquired about the arbitrary closure of my complaint, I was explained that the charges couldn’t be adjusted as it was an “Advance Rental Plan” and therefore once you confirm that the plan should be activated, you have to pay no matter if you use it or stop it in next 3 days.On my insistence I was transferred to the supervisor, Ms. Rekha Khandilkar, and even she reiterated what the customer support agent has stated. I told her, that I am not complaining, but I am requesting that these charges be rolled back/adjusted as I haven’t used the services and have been responsible to intimate the customer care on the same day and get the services Stopped. However, to my disappointment she said, “The charges could have been adjusted only in the case when we had levied them without your confirmation, but as the plan was activated by your consent and confirmation, we can’t adjust these charges.” I requested, that had my request not been genuine, your hardcoded response would have been acceptable but I was even ready to share the copy of the FIR registered in the nearest Police Station on March 10th, 2015.The call ended on a disappointing note and the conclusion was – that Airtel Customer care cannot listen to the “GENUINE” requests of their customers and even without using the services and being responsible enough to inform Airtel and get the Blackberry BIS Advance Rental Plan service stopped with immediate effect, as the loss of Blackberry device, I will have to bear the charges and nothing can be done. The “charges could have been adjusted – only in the case when the services would have been renewed without my consent / confirmation”. In sum total, Airtel would be ready to correct it’s mistakes but in no case would listen and work upon it’s LOYAL CUSTOMER’S request.I urge this forum to listen to my request and please help me in getting the charges adjusted. I have stayed with Airtel all these years and leaving Airtel on such a note would be a disappointment. I am attaching along with, the Police complaint for the loss of Blackberry device.