[Resolved]  Bharti Airtel — Double Charges for Net services

Address:

Gautam Buddh Nagar, Uttar Pradesh

I have a Blackberry internet plan for which I pay Rs 399/-to Airtel every month. The company started charging me for data usage againdespite the plan payment being made. This is the second time the same thing hashappened in a year. First time was in Oct 2013 and the company had refunded Rs53/- to me stating that this was an error on their part. When I called the callcentre for the issue that started happening recently again, I was told toignore the message as no money was being deducted. However, after making anote, I see that minimal balance is being deducted. I spoke to 4 differentAirtel agents last night, everyone had a different theory before theydisconnected the calls. I paid for these calls. Finally I asked to speak to asupervisor and to my misfortune spoke to a guy called Shyam Kashyap, who wasnot only rude but refused to help. He said that there was a technical fault butno refund will be made for the balance deducted. On telling him that a refundwas done last time, he told me it was not his problem and he does not know whathappened last time in Oct 2013. I realized I was wasting my time anddisconnected the call. I called the 198, complaints number in the morning andAirtel made my day. The first guy I spoke to said as resolution has been given, there is nothing he will do to help unless I had a different concern. I toldhim that despite switching my phone off net charges were still being deducted.He disconnected the call. I called gain and spoke to an agent who stated thatdespite 198 being a complaints helping Airtel as a company does not have a ‘complaintsprocedure’. They do not log any service related concerns. The agent also toldme that if I use airtel grps, I will be charges for data usage. My question to theagent was, ‘How would I know whether I am using Blackberry browser or airtelgprs’ as there has been no change in the way I access net. The reply was ‘I don’tknow’ and I cannot help you. After 10 agents later, and still no resolution Iam disappointed by the service provided by Airtel as a company. The companyreally has not been able to solve my problem and my net usage is still beingdeducted. The supervisor stated that there was a loop that happens in whichsometimes networks get stuck. My point is, as a customer how would I know thata loop is happening. His response, I don’t know and I cannot do anything tohelp. I will not refund any charges to you because I don’t want to do it. Iwill not be renewing my data services with Airtel as I feel the company isunprofessional and cheats people. Also, if this is the way they treat acustomer from 2006, I am thoroughly disappointed with their response to aconcern.