Airtel — Undue delay on reactivation

Address:

Ernakulam, Kerala

Based on our management decision, we have decided to delink all our private /personal cell numbers from our corporate account / billing. As a part of this exercise, my staff had requested your Airtel Customer Centre, Kadavanthra (Opp Little Flower Church) for the same. Due to travel, I had limited access to mail and communications for the last few days. On 8th Jul, my phone started showing “Not Registered on the Network”, while dialling the number. After initial troubleshooting, I had taken my Samsung Galaxy S4 to the above Airtel Customer Centre. After initial inspection by your staff, they have asked me to change the SIM as the error is due to the modified Micro SIM (Manually cut). When I informed them that there is full signal on the phone, they checked on the system and informed me that the phone is “Suspended” and referred to me the help desk after taking the token. Helpdesk too informed me that the number is suspended – based on the request from my office. When I asked, why I am not even informed about their decision to suspend the number over SMS, the gentleman at the desk (probably the senior most answered “It is not our policy and not necessary”. I feel those statements are certainly not customer friendly and can only be treated as arrogant and irresponsible. Thereafter, they requested me to produce a NOC from my office for retaining the number on my name – which I had provided within one hour, alongwith photograph and ID proof. While submitting the NOC, I requested the helpdesk for their support to reactivate the number ASAP, as I have several travels scheduled – some of them even outside state. They had promised that the number will be activated on my post-paid account in two days. Despite the unpleasant attitude, I left the desk, partially satisfied due to the staff assurance. Based on their request (for verification on my alternate # xxxx 575 656) to be available locally, I had cancelled all my outstation travel for two days. But, I have an inescapable travel to TN for 11 & 12 Jul. Since my phone is still showing the signal on the old SIM but the calls are blocked, I reached the same help desk once again today 10 Jul afternoon around 1600H. The same gentleman was once again gave an arrogant answer that “the reactivation will take more time….When asked for a specific time – he did not had any answer and asked me to check up next week. Still, he did not give any firm date for the reactivation. This is certainly not acceptable in the private business environment, where the competition is very tough. Apart from my usual business related work, my entire personal activities have come to a standstill since all my bank accounts, travel bookings etc are linked to the blocked cell number. Apart from the harassment, inconveniences and agony of missing valuable calls, we are losing several business opportunities. Please note that you can reach me over my official mail ID [protected]@verduretech.in May I request your personal intervention for the early reactivation of my number [protected] Regards, Cdr Jacob J Koottummel Director, Technical Verdure Technologies http://www.verduretech.in/