[Resolved]  Airtel Broadband — Unethical practices of Airtel broadband

Address:

Bangalore, Karnataka

I had a Airtel boradband connection in Bangalore for more than 2 years with Account Number 15997621. Since i was moving out of this location , i requested Airtel for the disconnection on 22 Jan 2012. First thing, even though the request was taken down that day it was not disconnected. On Jan 28, 2012 when i spoke to the customer care executive to know the status (Conversation Number:[protected]. Her name was N. Sathya. I think call was made at 5.13PM) Customer care executive insisted me to continue with Airtel itself in my new location. I was offered with "Safe Deposit" option of my connection. This "Safe Custody" option is very funny. If i dont use a connection for some time, i have to deposit the modem(My own modem this is) at a Airtel support centre!! And they would be charging around 300 per month!!! What way to make money. I refused.Finally I was offered a bill waiver till the time i use this connection again. The condition that i should not be using this connection again in my old address. I agreed as i moved out of my old address in January itslef. After moving to a new location in March, i requested for a new connection at my new location. Airtel realized that this connection is not feasible as ports are not available at this location. By April 2012, Airtel started claiming that there is a outstanding bill of Rs3500/- on my name. Multiple times i spoke to the customer care and wrote several mails. No one bothered to give a solution.
Finally a person called Kumar spoke to me from Airtel legal team. I explained everything to him. He suggested to make a payment of Rs2400/- instead of getting into a legal hassel. By then i was so frustrated with everyday call and other irritation. I agreed. This person visited my office and i made a payment in cash and got the receipt. For a month everything was peaceful. Again Airtel collection teams started giving calls!! They wanted me to pay one more thousend!!! This time i refused.
Ever since then i would have written 15 mails to Airtel including Airtel nodal officer. I tried to speak to their customer care executive atleast 25 times!! Funny thing is Airtel customer care agrees that it is a mistake from their end. And they are talking about a corrective action. But, other side their collection teams were giving unfriendly & threatening calls. They have sent a legal notice also in this regard.
You can refer to some of the following complaint/escalation/conversation numbers.
On June 20 - i spoke to your customer care. Executive said, they will resolve within "2 days". Escalation/Conversation ID: 17476142
On June 23 - i spoke to your customer care. Executive said, they will resolve within "2 days". Escalation/Conversation ID: 24714828
On June 25 - i spoke to your customer care. Executive said, they will resolve within "2 days". Escalation/Conversation ID: 17698980
On June 27 - i spoke to your customer care. Executive said, they will resolve within "2 days". Escalation/Conversation ID: 17827588
Whenever i speak to their customer care executives, they always agree that it is a mistake from your end and they just beg for 1-2 days for the resolution. Sometimes call escalated to the highest level. Once some one named Mahalaxmi spoke to me. Finally she says, she cant do anything. Instead asked me write a mail to [protected]@in.airtel.com. As i already told, i have written 15-20 mails to the same id including the nodal officer. But, all that effort has gone waste.
Finally after 5 long months, Airtel said, they have waived off Rs1000/-.

Now i have the following questions.
1. I have requested for disconnection on January 2012. Then airtel insisted me to continue with Airtel itself with a bill waiver offer. As this offer was given this connection was not disconnected. Now why did they charge 2 months bill on my name?
2. They can know that my connection was not used since January 2012. Still they have charged unnecessarily 2 months bill.
3. Can they offer a options like "Safe Custody" to the customers? Are they legal?

Thanks.
Preetham Rai