Airtel — wrongfully charged for roaming usage despite activating roaming pack of a fixed charge.

Address:

400028

Airtel mobile : [protected]
Charged rs.76, 128 for roaming usage in montenegro (Europe)

I was traveling to uk, belgrade, montenegro and dubrovnik between 07.07.2018 to 17.07.2018. I order to use my mobile service, i had activated a roaming pack of rs.3999 fixed charge for a month. This pack included call charges, sms and data services.
While i was in montenegro, i received an sms from airtel that my usage had incurred up to rs.76, 128.

When airtel customer service was contacted they replied saying that montenegro was not included in the roaming pack as we had not mentioned while activating the pack.
However i received full network coverage in montenegro along with data services which i used.
Now we informed them that no message as received informing me in advance about the call, sms and data usage charges would be as per network charges in montenegro.
If i would have received a message beforehand informing me about the usage charges in montenegro, i would have used my mobile services sparingly.
Another point is that a message was sent directly when the usage reached rs.76, 128.
At least they should have sent a message when a usage reached rs.10000.
My average monthly bill is between rs. 3000 to 6000. So they should have warned me through sms about my usage. I was in a foreign country and did not have access to to mobile services.
Apart from speaking to various customer service agents at airtel an e-mail was also sent to their appellate department.
They are refusing to reverse these charges.
Kindly help me in resolving this issue.

Thanking you.
Ojas mehta
[protected]