[Resolved]  Aircel — Billing & sim deactivation

Address:641104

Relationship ref.no. 1-[protected]
Bill No:[protected]
ERN[protected]Z7KK7T

Hi,

My name is Umamaheswari with the relationship ref.no. 1-[protected]. I'm with aircel for 10 years and recently moved to postpaid. I had pleasant days for first five months and now the issue is started. I was billed Rs. 3882.63 but I have a credit limit of Rs.1000. These charges are for roaming data charges. I was told that there will be no charges on roaming but I was charged huge. I had a call with aircel customer care before travelling. Why would the customer allowed to call more than their credit limit. If that is the case what is the purpose of having a credit limit. I tried contacting aircel customer care via call & email.

First email: Jan 26, 2017 - no response
Second email: Jan 31, 2017 - received response stating my no. is deactivated due to more outstanding
Third email: Jan03, 2017 - received same response as before
Fourth email: 06 Jan
Fifth email: 25 Jan
Sixth email: 31 Jan
Seventh email: 02 Feb - received response but not responded my query

Escalation: Written email to Appellate Office on Feb 21, 2017
Escalation 1: Written email for status - No response

What I don't understand from the business is, even after Jio in market when a customer has a genuine reason to fight for his rights, why aircel is not responding to customer.

I'm happy to take this legally, but don't want this mess to happen to other customer.

Aircel If you are lisiting, please shout or make noice. Don't be quite.
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Apr 11, 2017
Complaint marked as Resolved 
After a big chase, this is finally resolved. Thank you all who supported me on this.
Aircel customer support has been notified about the posted complaint.
Verified Support
Mar 01, 2017
Aircel Customer Care's response
Dear Customer(UHD),

We have forwarded your concern to the team. Please allow us some time to get back to you.

Warm Regards,
Aircel Social Media Team
Verified Support
Mar 04, 2017
Aircel Customer Care's response
Dear Customer(UHD),

We would like to inform you that as per our system check the period of bill is 21/01/17 to 20/02/17 and found that you have consumed data in national roaming by selecting Vodafone Mumbai and Vodafone Maharashtra network instead of selecting Aircel and the same has been charged Rs.3552.11/- towards data usage and the same stands valid.Hence we regret to inform you that we are unable to process waiver towards the same.

Warm Regards,
Aircel Social Media Team
Mar 06, 2017
Updated by UHD
Dear Social Media Team,

Firstly, thank you so much for your response. I feel delighted.

Please be informed, I have not manually selected Vodafone network. My mobile was on automatic network selection mode as advised by aircel customer care team. Do you advise customer to select auto mode to bill them more, please explain.

Could you please let me know why I was allowed to use more than my credit limit? As mentioned in the earlier mail, my credit limit was just Rs.1000.

Why aircel is not responding to this query from the day 1? Let me ask again if you didn't notice in my previous conversation.

Why did you bill me Rs. 3882.63 when my credit limit is JUST RS.1000 (One thousand only)

Looking forward for your answer and help the customer to be with aircel.
Verified Support
Mar 07, 2017
Aircel Customer Care's response
Dear UHD,

We have re-escalated your issue to the team. We will share an update soon.

Kindly feel free to write to us at [protected]@aircel.co.in for any further assistance on this matter.

Thanks and Regards
Aircel Social Media Team
Mar 19, 2017
Updated by UHD
ACC,

Any further update from your side, please. Thank you!
Verified Support
Mar 21, 2017
Aircel Customer Care's response
Dear UHD,

We would like to inform you that the disputes for data usage charges of Rs.3088.8+ tax in the bill dated 21/02/17 and Rs.3088.8 + tax has been refunded on 20/032017 and same will be updated in the upcoming bill.

Kindly feel free to write to us at [protected]@aircel.co.in for any further assistance on this matter.

Thanks and Regards
Aircel Social Media Team
Verified Support
Apr 12, 2017
Aircel Customer Care's response
Dear UHD,

Thank you for the acknowledgment. Assuring you best services in future.

Kindly feel free to write to us at [protected]@aircel.co.in for any further assistance on this matter.

Thanks and Regards
Aircel Social Media Team
Complaint comments 

Comments

Dear UHD,

I[censored] not comfortable with particular network just move to some other network which is reliable to u in your circle. Also you are having right to move with your number to any network. So just move to some other network which u want use and have fun.
i[censored] need to settle the issue ASAP possible means just write a complaint to TRAI with RTI act. It will be the best solution in this regard

ANGURAJ
UHD's [Complaint's author] reply, Mar 10, 2017
Dear Angraj sir,

Thank you very much for your suggestion. I will not be able to move to another network unless I resolve this issue with payment. I am happy to pay Rs. 1000 as per norms and close this issue. Let me wait to hear from Aircel team. If this is not resolved, I shall pursue the course of action advised by you.

Thank you once again.

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