[Resolved]  Airtel — In efficient Airtel Service

Address:

Hyderabad, Andhra Pradesh

Hi,

I am Aurko Ray currently working as the Area Business Manager for Hindustan Unilever...This mail is pertaining to two of my mobile numbers which were from the Karnataka circle (Bangalore)..The numbers are as follows

[protected]- Gold Number
[protected]- Platinum Number
I had used both these numbers for a period of 18months.My payment track record has been impeccable to say the least and this is something which can be corroborated and validated from your records..However from the month of Jan 2012 I have moved to Hyderabad and since then I have been using an Hyderabad Airtel number ([protected])....As there was a delay in the activation of my Hyderabad number, I continued using my Bangalore number ([protected])..However from the Month of Feb 2012, I have ceased to use both my Bangalore numbers.

In the meantime I started getting calls from your collection department regarding the non payment of my dues...The outstanding payment for both the numbers put together was in the range of 12K...However I spoke to the concerned person Mr.Pandian ([protected]) stating that I was willing to settle both the bills for an amount of Rs 8k and asked for a waiver for the balance amount...Mr Pandian at that point in time stated that if I make the payment before the 31st of May he can waive off the remaining amount..He stated that since he has collection targets he was willing to waive provided I made the payment on or before the 31st of May 2012 and he also made it clear if I make this payment in the month of June I would have to make the entire payment....To be honest I was quite happy with the settlement figure since I was not using the numbers any which ways and I felt a lot of those charges levied on my account were unreasonable.

On the 31st of May 2012, I made a payment of 6k for my [protected] number and a payment of 2k towards [protected] and called up the collection agent Anitha ([protected])...She assured me that I will not be getting any more calls for both my numbers and also she would be sending me a settlement letter confirming the payment,the subsequent waiver and the cancellation of both my numbers...However after a lull for a period of 2 weeks or so I again start getting mails regarding the non payment of my previous dues and since I had these conversations in good faith I assumed these were auto generated mails and never paid too much heed to it.

In the meantime I also started getting umpteen number of calls from one Mr. Syed ([protected]) asking me if i would like to convert my Bangalore numbers to prepaid...I categorically told him that I was no longer staying in Bangalore..I also updated him about my payment of 8k and asked him to cancel both those numbers (he confirmed that he would be doing the same)...On the 13th of June 2012 I again get a letter from Airtel regarding the non payment of my dues and they ask me to contact Mr.Syed [protected] for any queries...Now this is when I press the panic button..I called him up to only get a shocker saying the numbers were not yet cancelled and that it was still showing as 'LIVE' on your system...I immediately call up Anita ([protected]) the agent who was coordinating earlier, she tells me that my letter is under process and that she would be sending me a letter by the end of the day....Not convinced with her reply I call up Mr.Pandian, however this time the phone gets answered by Mr. Joshua who tells me that he would call me up in the next 10 min... Since I didn't get a revert from him I called him up 48 times between 745pm-830pm (not exaggerating!!!!)..Not once did he have the courtesy to answer my call or revert seeing those missed calls.

I decided to take matters to hand and I visited your customer center at Begumpet (Hyderabad)...I spoke to the manager of the center Mrs. Preeti Sehgal ([protected]) and explained her my situation...She in turn tried Mr. Pandian number and even then he didn't the phone...After a few more tires he finally answers the phone telling her that he would get back with the details by afternoon and it was 1140 pm already!!!!..While i was still at the Airtel office I get a call from[protected] saying that my waiver request was not accepted and I still have to make a payment of 3k...I immediately call up Mr. Pandian and he just goes back on his word...He tells me that he had never agreed for a waiver in the first place and I would have to pay the outstanding amount.

Is this what customer service is all about...Since I was dealing with a company like 'Airtel' most of my conversations were in good faith..I expected that since i already made a payment of 8k I would be getting a settlement letter confirming the same and they would also cancel my numbers which I have been crying hoarse about...Is this how you treat your loyal customers????...Are you guys only operating to collect dues from your customers...You should in that case stop pumping so much money towards your various campaigns trying to create a feel good factor and re emphasizing customer service and support..At this juncture I don't know who I should be dealing with this matter...I am totally distressed by the kind of treatment meted out to me..The worse part is when I am trying to explain my situation to Anitha, I hear her giggling away to glory instead o[censored]nderstanding my situation and perhaps empathizing with me..Your customer service sucks PERIOD!!!!..They are neither courteous nor can they speak basic English..The standards are appalling to say the least.

I would expect a more positive response for a more responsible authority to reaffirm my faith in your system..I would expect people to be more courteous!!!!


Your Dejected Customer,
Aurko Ray