[Resolved]  Airtel — No response from Customer care for restoring my connection which was disconnected by mistake by Airtel

Address:

Pune, Maharashtra

I am having 2 connections of Airtel digital TV. In respect of one of them I am facing a continuous recurring problem where 75% of the channels are not available for viewing after 7-8pm till morning (peak TV viewing time). This problem occurred each month and every month we raised a complaint with Airtel customer care (CC). In response, they sent their person who gave us temporary resolutions and recovered Rs 150 as charges. We requested for a one time solution but they failed to provide the same as they did not intend to resolve it completely. When we tried to personally examine the issue (we have a centralised dish for our entire building), we observed that each member from our building raised similar complaints and they disconnected someone else's connection to resolve other customer's complaint and so the problem kept recurring each month for more than 2 years now. Frustrated with Airtel service, I decided to discontinue the services of one of my connections and so lodged a request with customer care by providing the related set top box no and VC no. This request was processed wrongly by CC and they disconnected the other connection which I wished to keep alive. I brought this mistake to CC team's notice (on Sunday, 14 Dec) to which they spoke arrogantly and tried to defend their action and told me that i need to raise another ticket to correct their mistake if I wanted to get regain the service. Accordingly since I had no option I lodged another complaint for rectifying their mistake. Another blunder is that the message displayed on the TV mentions that my account is suspended due to low balance whereas when I spoke to CC they informed me that it is suspended bcoz of my cancelation request. At that moment my account balance was over 4500. I am totally apprehensive/doubtful as to whether Airtel was speaking the truth or just covering up for their mistake. At the time of raising the complaint, they conveyed that it will take 48 hours to resolve. However when I raised a issue as to why should I suffer bcoz of their mistake, they mentioned that they would try to resolve this as early as possible. Since then I have been following up atleast 3-4 times in a day on my request and each time I call they raise a fresh ticket and start counting 48 hours from that moment. When questioned on this, the CC confirmed that this was their policy and so my 48 hours are not over as yet. Now its been 5 days and my complaint is unattended and whenever i asked for refund/resolution, they kept my call on hold or said that all sr. execs are busy or we will call you back in 4 hours. I never received any call back. I have merely lost my money and time in making calls to Airtel all day. This has extremely harassing as no one in Airtel CC is even bothered to speak to customers, and when it is connected they keep the call on hold on the pretext that they are checking for the same. I request your help in getting my balance refund and raisng this issue to the top level so that they know what kind of harassment customers are facing even though we pay money for the services but get no service at all.