[Resolved]  Airtel / Broadband — Shameless Airtel[protected] [censored]ing of connection never happened still harassing for Payment

Address:

Mumbai Suburban, Maharashtra

Mailed following to Airtel multiple times, received auto acknowledge mail assuring response within 24 hours. Only Recoveryt team is calling me, still waiting to hear from Customer CARE (what is that) team.

I had requested to shift my connection to Airtel on 20th August but they asked me to clear all my bills. So I paid on 23rd August Rs 690 to clear the bills and raised request to shift on 23rd August itself. Airtel committed shifting within 10 days (top), charges Rs 350.

FYI, I have shifted at walking distance from my old home. Hardly a distance of 200 meters. Despite multiple calls, innumerable requests they never shifted but when it was time for billing cycle they remembered to call me. Airtel is now asking me to pay Rs 851 for phone and internet usage for the period when they ensured that I don't use the service.

I had informed their escalation managers Mr Santosh/Mr Sajan to cancel my connection and have sent multiple mails to that effect. They won't disconnect and won't shift but they will charge.

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-------- Original Message --------
Subject: Re:[protected] : URGENT and Important ESCALATION: Cancelation of Connection]
Date: Mon, 03 Oct 2011 16:14:19 +0530
From: Ashutosh Sharma <sharma.[protected]@icicibank.com>
Reply-To: sharma.[protected]@icicibank.com
Organization: icicibankltd
To: [protected]@airtel.in, [protected]@in.airtel.com, wecare.[protected]@airtel.in, wecare.[protected]@in.airtel.com


Airtel Team,

Today I received yet another recovery call from Airtel's Recovery office
in CST, Mumbai; Customer Service officer's name is Rohita.
> Rohita informed that as per updates in system MR MEHTA (Enginner)
> confirmed that shifting has been done and HE also dropped SMS to me on
> [protected].
> I never received SMS and phone was never transferred, it cannot be
> because your Engineers cannot find the address :), read below
>
> * I made last payment to clear all dues by paying Rs 690 on 24th
> August
> * 23rd Aug & 24th Aug - I requested Airtel to shift my connection.
> This was followed up with numerous phone calls from [protected] and
> [protected] to your customer (so called) CARE center to check status.
> * Mr Santosh/Mr Sajan/Ms Shikha informed that due to technical
> reason phone has not been transferred. After escalation, they
> explained technical reason as "Invalid Address" i.e. engineer is
> unable to locate the address. Funny part is Indian postal
> department, international couriers, my friends from across the
> world can locate the address but this engineer never found the
> address and never called me up for clarification. Now that
> surprises me!
> * Nonetheless, I informed the escalation manager (one of above two
> gentlemen) that either shift connection or cancel it but I will
> not pay the bill for the period service was not rendered 'coz
> Airtel had committed transfer within 10 days at charge of Rs 350.
> * At every stage, to all your officers I had explained that my
> income depends on internet and I am losing business due to your
> apathetic, archaic and non-existent service but to no avail. I
> have lost business worth more than Rs 50000 during the period when
> service was not rendered.
>
> I stopped following this case assuming that connection has been
> canceled and hence I have taken new connection from Airtel itself.
> Guess what, THIS TIME ENGG. CAME TO MY HOME WITHIN 1 HOUR...Address
> is still the same something must have changed and that is engineer.
> Local Engineer Mr RaKesh is fully aware of entire episode so you can
> take download from your own engineer rather than wasting my time.
>
>
> I have informed Rohita to update the SR with following
> 1. Mr Mehta never shifted the connection, SMS was never sent. Take Mr
> Mehta in conference with me and ask him to prove.
> 2. I will NOT pay the charges 'coz I didn't use your service. If
> Airtel wants charges, I am ready to go to Consumer Court for the agony
> caused to me and the losses that I had to bear
> 3. In future, I don't want new guy to call me up for recovery without
> checking the last update in the SR. Only ROHITA should call so that I
> don't have to explain again 'coz I won't explain rather will
> disconnect the phone.
>
> So far, I have never received any response from Airtel whether on
> phone or mail. I wonder if this is really a professional company.
>
>
>
> Ashutosh Sharma wrote:
>> Please resolve this urgently
>>
>> -------- Original Message --------
>> Subject: URGENT and Important ESCALATION: Cancelation of Connection
>> Date: Sat, 01 Oct 2011 17:06:39 +0530
>> From: Ashu <[protected]@gmail.com>
>> To: [protected]@airtel.in, wecare.[protected]@airtel.in
>>
>>
>>
>> Dear Airtel Team,
>> Even though I have requested both on phone (with Mr Sajan, Mr
>> Santosh, Ms Shikha other two as I remember are her escalation
>> managers) as well as via mail to cancel my internet+landline
>> connection but still I think it has not been disconnected.
>>
>> Yesterday i.e. on 30 Sep 2011, Manoj from your recovery team told me
>> to pay bill of approx Rs 900. Airtel is asking me to pay bill for a
>> connection which I never used because Airtel never bothered to shift
>> the connection to my new address (with all but false reasoning).
>> Please provide log of my phone calls to Airtel customer care and your
>> engineers. Unfortunately, I quoted existing SR#s due to which new SR
>> were never opened else you would notice that i have called customer
>> care and local engineers more than 10 times.
>>
>> I have gone through agony due to misservice from Airtel. I demand
>> cancellation of connection and I am finally giving in writing that I
>> will not pay any bill for the period I never got to use the service.
>> If airtel persists then only way to settle is consumercourt.
>>
>> Please confirm the cancellation and waive the charges which are
>> rightly not due on me.
>>
>>
>> On Thu, Sep 22, 2011 at 6:34 AM, Ashu <[protected]@gmail.com
>> <mailto:[protected]@gmail.com>> wrote:
>>
>> Dear Sir/Madam,
>> In SR 2758222, I had raised request to shift my broadband connection
>> from D 803 Marigold, Thakur village Kandivali to 803 Tower1, Dheeraj
>> Upvan, Borivali which is 200 meters from my previous address and
>> is a
>> well known building.
>>
>> TAT for this request was maxium 10 days. After 10 days, I contacted
>> your service center multiple times and finally I was told that
>> due to
>> some technical issue shifting was not possible.
>>
>> Few names from customer care that I remember are Shikha Sharma and
>> Santosh. Finally, I spoke to Mr Sajan (escalation manager) who
>> informed that your enginner is unable to locate the address. Mr
>> Sajan
>> verified the address and its same place where commodities,
>> newspaper,
>> Fridge and post etc get delivered for me. I informed Mr Sajan to
>> either service my request within 2 days or cancel the connection as
>> all my dues were clear.
>>
>> Since then (more than 1.5 week) I didn't hear back from airtel till
>> couple of days back when an engineer came and told that he has
>> complaint that my connection is not working, he had no clue about my
>> shifting request. Its unfortunate that airtel team was able to
>> locate
>> my house when billing cycle was closing.
>>
>> After going through mental agony for more than 1 month, I have
>> decided
>> that I don't need this connection shifted at all. To avoid further
>> pain, please ensure that you cancel the connection in your system
>> and
>> don't send any bills to me as I have cleared all my dues.
>>
>> Please confirm the cancellation today itself as this won't require
>> address verification so no technical issues.
>>

--
Thanks & Regards,
Ashutosh Sharma