Airtel — Wrong billing by Airtel for Iptv plan - Phone no.[protected]

Address:

North Delhi, Delhi

Copy of complaint to Airtel Nodal office and Airtel Appellate
[protected]

My airtel fixed line no. is [protected] and account number is 11855836


I have been using Airtel for a very long time from June 2006 onwards - hence I have over 5 years of relationship on this account number with Airtel .

But over the last 6 months my experience on Billing and your customer service team has gone to worst .

On my airtel fixed line I got Iptv plan changed on 25th January 2011 to Rs 1299 plan ( unlimited) – this includes IPTV , unlimited internet , and voice services. Along with this plan I had a ten cricket top up for Rs 30 per month.

The total including service tax comes out to Rs 1466 per month from 25th Jan onwards.

Iptv plan 1299
Ten cricket top up 30
1329
tax 10.30% 136.887

Monthly Total 1465.887



My billing cycle is from 23rd of the month to 22nd of the next month and bill generation date is 24th of the month.

From 24th Feb 2011 bill onwards - Airtel started charging me double billing ( this has been confirmed by Airtel customer care team on 121 phone line)

The plan changed which was done from 25th Jan 2011 onwards was NOT done properly by Airtel customer service team and they activated double plan ( Iptv and broadband plan ) on the same bill.

They added broadcast TV charges of Rs 1927 and DSL usage charges of Rs 199 from bill date 24th Feb onwards.

This wrong billing continued in the bills of 24th Feb 2011 , 24th March 2011 , 24th April 2011 .


In may 24th and June 24th 2011 bill there was even more confusion since nothing was properly mentioned in bills.


During April I spoke to the Airtel team on customer care line 121 and they said they will give me a waiver from subsequent bills.

IN 24th May bill Airtel team gave me a waiver but even this waiver was given on the WRONG PLAN and WRONG AMOUNT.

The waiver given to me in 24th May bill was 1299 + 1299 ( 2 months) , but it should have been given on the amount of Rs 1927 + Rs 199 ( X 3 times for 3 months) = Rs 6378 ( approximate estimate)

I again spoke to the Airtel team on 121 line and told them about this.
They assured me it will be resolved.

In the subsequent bill of 24th June they removed the monthly charges of 1299 and added some other strange charge of Rs1329 + 199 which again was wrong.


I feared late charges from Airtel and had faith Airtel will correct their bills and I paid the wrong bill of Airtel as follows :


INR
24th Feb bill 14th March 3727
24th March bill Received 7th April 2594

Total 6321

Whereas the net and correct bill from 24th Feb 2011 billing date should be as follows :

24th Feb 1466
24th March 1466
24th April 1466
24th May 1466
24th June 1466
Total 7330


Hence the next payments till 24th June payments to be made by me should be Rs 1009 only and for 24th July bill should be Rs 1466 on top of this. Total Rs 2475

However the current outstanding as of today -6th August 2011 - which is showin in my account Rs 6900 is totally wrong on airtels part.

I highlighted this matter via complaint request number 1798190
On 4th August to Airtel team and they said someone from backend team will call me back but the call back never happened.

When I called Airtel line[protected] they told me that this complain no. is resolved and all these charges of Rs 6900 are actually CALL CHARGES !!! Which is again a big lie from the Airtel backend team’s side.

I have never made any calls from the Airtel line to this amount and no bill from Airtel for the period of 23rd Jan 2011 till 24th July 2011 shows I have made any calls of this amount.

LASTLY I WOULD REQUEST AIRTEL NODAL OFFICE AND AIRTEL APPELATE OFFICE TO LOOK INTO THIS MATTER SERIOUSLY.

I ONLY OWE AIRTEL MAXIMUM TO MAXIMUM RS 2475 ONLY BASED ON ABOVE FACTS AND NOT RS 6900 WHICH ARE SHOWN IN THE AIRTEL BILL. PLUS AIRTEL SHOULD UPDATE THEIR BILLS PROPERLY AND SETTLE THIS MATTER.

You can call me on my mobile number [protected] and settle this matter.

I have tried calling manier times to Airtel helpline 121 ,[protected] and[protected] but no one seems to listen on those lines and they refer to backend team and say I will get a call back but the call back never comes.

Also when they give me the service request no. like on 4th august 2011 – and I call to ask the service request number status they give me the issue is resolved – but it is actually resolved WRONGLY and not with full attention given to facts and figures.

I owe Airtel only Rs 2475 and if Airtel would have not done the wrong billing mistake from 24th Feb bill onwards this case would never have happened. Airtel should own up to their billing mistakes which the call center people admit but cant seem to do anything about it since their system shows them only billing for last 2 months and they can see full history.


I am waiting for resolution of this matter by Monday 8th August 2011 otherwise I will have to goto TRAI and other consumer interest bodies.

Thanks


Warm Regards,

Mohit Maheshwari