[Resolved]  Airtel 3G Data Services — Looting from account balance, Low speed, Pathetic customer support

Address:

Bangalore, Karnataka

Hi,

I am an unfortunate customer of Airtel 3G data services ([protected]), from Bangalore. I am writing this complaint after so many attempts over last 3 weeks at their customer support[protected].

I took the connection in Feb 2012, and for the first 2 months the speed and the service was okay. Problems started from May onwards

Issue 1: Speed of the service
[protected][protected]
From May onwards, the 3G service speed has reached the speeds of snail (snail pace) and when I checked with the airtel outlet in Domlur, they told it is due to an new service 4G LITE introduced.! What a good reason for a customer to cheer!! At the expense of existing customers of 3G, they are getting into new 'service' frontiers!!! The only option with the existing customers is to upgrade to 4G, praying to almighty that a new 5G service may not be launched in another 1 year. The sad part is that the USB device (Huawei) which costs around Rs. 2000 cannot be used for 4G, and you cannot get it exchanged. In short, if you need normal speeds on internet using USB datacard device, you need to spend additional 3K or something.

Issue 2: Pathetic customer service:
[protected][protected]
Initial stages when I tried to call them (around 8:00 PM around May 14,15..)
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While calling on the customer 'care' number[protected], first some junior people will take up the call. Though you choose English as the language, these persons will greet in Kannada, and start talking in Kannada. If you dont understand or speak in Kannada, they will say they will hand over to Senior staff. Then you will hear incessant rings at the table of supposedly Senior staff, but even after a long time non one picks , the only option would be to wind up the call.

Later on, after so many days of trial during day time, thank God, I got English speaking customer support people. These people used to tell about the network settings, and one day they say to select "WCDMA Preferred" and 'All Brands' and another day to choose "WCDMA Only" and 'GSM900/GSM1800/WCDMA2100'. But selecting neither of them of them proved to solve my issue.

Later, I found that my main account balance was 0 (though I had charged it for some amount while taking the connection). I called up the customer 'care' and one lady there told me that it should be minimum 1 Re to access the internet, so I recharged it for Rs. 100. And just before this, I had recharged the dongle for 450 which I believe will go to 'Dedicated Account'. (plan 450). After this comes the third issue as below.

Issue 3: Looting from account balance:
[protected][protected][protected]
Later after a day, I was shocked to see that the main balance has dropped to 0.01. (It reminded me of the leaky bucket in our hostel bathroom, during my college days.) I started getting SMS like this.

[protected][protected]
Name:
Number: 59830
Content:
Thanks for choosing Mirchi mobile.You have been charged Rs10 for 100mins from your airtel mobile a/c.Validity 7dys.To enjoy,dial 59830.To stop,dial 59830800
Time: 5/29/2012 8:04:05 PM
[protected][protected]

They have charged my account for services which I never opted for...

Later on, I recharged my account for Rs.50. See below SMSs

[protected][protected]
Name:
Number: ERecharge
Content:
Recharge Successful on[protected] at 08:44PM.Talktime Rs 41.50, MRP Rs 50.00 PF: Rs3.00, STax: Rs5.50, TxID [protected].Instant Recharge - Dial 12131
Time: 5/31/2012 8:44:52 PM
[protected][protected]

Now the entertainer from Airtel comes into picture, See below message:

[protected][protected]
Name:
Number: AX-SPMUSC
Content:
Thanks for choosing airtel Radio.You have been charged Rs30 for 3000mins from your airtel mobile a/c.Validity 30days.To enjoy,dial 543213.To stop,dial 54321300
Time: 6/2/2012 10:27:04 AM
[protected][protected]

This again without the my knowledge.



Finally a solution ?:
[protected]----
I called up the customer care, talked to one Manikandan. He said his manager can help, but was busy. He arranged for a call back and after some time one guy named Prashant called me back. His explanation was that airtel sends messages for these services and I might have put the SIM into my mobile and sent reply as YES. But I have never moved this SIM from the Huawei dongle, nor have I sent a single message from the airtel application for the dongle.

I asked to withdraw the Radio service or any other useless service which I have never opted for; and revert back the money immediately.
[protected]-----
Name:customer care
Number: 121
Content:
You have been registered on the DND in the fully blocked category. Your registration number is W[protected]. Please allow 7 days for the changes to become effective.
Time: 6/2/2012 10:51:13 AM

Name:
Number: AX-SPMUSC
Content:
airtel Radio service has been stopped on your airtel mobile. Thank you for using airtel Radio service.To enjoy this service again dial 543213(tollfree).
Time: 6/2/2012 10:53:53 AM


I am hoping that the issue gets resolved, and do not get such frustrating issues from Airtel again.


Summary:

Signs of the times:

1) The society generally ignores massive frauds from big players and corporates, and catches hold of petty thieves.
2) If you gain monopoly over something, you dictate terms, You decide what are fair practices.


Thanks
Joby