[Resolved]  Airtel — Unable to process my postpaid-to-prepaid migration[protected]

Address:

689641

Registration number : dotel/e/2016/04465
Beena shahid
Contact number : [protected]
E-mail : airtel.[protected]@airtel.com
Airtel sr 67587412

For the last 9 days i was struggling to gt my postpaid migrated to prepaid. I am customer of airtel since 2006 october.

Respected sir,

I am a customer of airtel since 2006 october and using the mobile number - [protected]. Due to my job change, i am relocating from kerala. I am residing in kozhencherry, pathanamthitta district of kerala, pin - 689641, which is my native place.

As i am relocating, i called airtel customer care to provide me the information on postpaid-to-prepaid migration. Thy asked me to visit nearest airtel store/relationship center, and submit a request along with photograph and identity proof. They gave me a wrong address in pathanamthitta town, which is actually the address of an airtel digit office. I wasted half-day in looking for airtel office there. Later i was provided airtel relationship center address of kadappakada, kollam- 691008, which is located 90 kms from my place and more than 2.5 hours bus-journey.

On february 2, 2016 morning 11:30 i walked in to aforesaid airtel relationship center and submitted my request for migration along with my photograph and id proof. My request was processed by 12:00 pm arc manager (Phone: [protected]), and i payed an outstanding amount of rs. 520/- (Attached). She informed me that it will take 24 hours to complete the migration and i should not make any calls during this 24 hour. She also informed me that during this time i will get a message from airtel and, my postpaid sim will be activated, and i can replace it with my prepaid sim and undergo a verification procedure by dialing 59059. I waited for 24 hour and didn't make any calls in between.

However, i did not got any message/updates from airtel and my postpaid was still active even after 24 hours. Then i made a call to arc manager, but no one was picking the call. Then i contacted airtel postpaid customer care (121). They told me thy cannot help, and i need to contact airtel relationship center again. Later i contacted airtel's kerala appellate officer ([protected]), and lodged a complaint. I also send emails by providing the screenshots of my payment on feb 1.

The appellate officer named geetha informed me that she will look into this issue with top priority and and the migration will be completed by 48 hours, and she will provide me the updates and i need not call her till that time. However i didn't got any update from her in between. During this time arc manager called me that the outstanding amount was actually rs. 580, and she gave wrong information, as she could not see the outstanding from her side, and she got this information from another arc. She told me she is paying this amount from her own pocket and she will ensure the migration will happen within another 24 hours. I got an sms alert and email alert for this rs. 60/- payment. However even after 24 hours migration has not happened, and i am not getting any proper updates from airtel. As a result, i had to call to airtel appellate officer on every day to follow-up with this issue. I was talking to two officers - geetha and asha. Asha informed me to wait till monday, and every issue will be fixed by monday (Oct 7) and my prepaid will be activated.

On oct 7 night, i got an mail alert of another bill rs. 474/-. I forwarded this to appellate officer mail again. As i submitted my request for postpaid-to-prepaid migration on feb 1, 12:00 pm, i am not responsible for any charges after feb 2, 12:00 (My bill cycle jan 5-feb 4). Later i called appellate officer number and spoke to asha. I was informd apart from rs. 60/- arc also payed rs. 1 and rs. 147 on my behalf as outstanding (Total: rs. 520 payed by myself and rs. 208 payed by arc). This 474 is in addition to the rs. 728 already paid. Thy are saying these amount includes rent, data usage, call rates, etc. And unfortunately it is caused due to the delay from airtel. As the delay increases, the outstanding bill amount also increases.

Now airtel is asking me to pay this rs. 474 from my pocket. They are penalizing me for their own mistake. They are rejecting my request to waive this outstanding amount. And i am not responsible for paying any charges resulted after feb 2 12:00 pm. It is also creating lot of mental harassment for myself. For this simple issue i am suffering for last 9 days.

Hence i request your good office to intervene on this issue. If there is further delay i had to seek justice from consumer court and other higher courts.


Thanks & regards,

Riva t philip
Kozhencherry
Pathanamthitta district
Mobile: +[protected]
Email: [protected]@yahoo.com

To: trai, telcommunication minister ravishankar prasad

[protected]@sansad.Nic.In, [protected]@trai.Gov.In, [protected]@trai.Gov.In, [protected]@trai.Gov.In, [protected]@trai.Gov.In, [protected]@trai.Gov.In, [protected]@trai.Gov.In, [protected]@trai.Gov.In, [protected]@trai.Gov.In, [protected]@trai.Gov.In, [protected]@trai.Gov.In, [protected]@trai.Gov.In, sanjeet.[protected]@trai.Gov.In, [protected]@trai.Gov.In, [protected]@trai.Gov.In, [protected]@trai.Gov.In

Cc: airtel appellate officer, kerala