[Resolved]  Aircel — Unetchical behaviour for handling cusotmer complaints

Address:	560034
Website:	www.aircel.com/AircelWar/appmanager/aircel/karnataka

Aircel has the Pathetic customer Care Service in Indian Telecom Sector. I activated Data Services of Aircel and got an message immediately from Aircel saying, "Dear Subscriber, your request for activation data services has been submitted for processing. Request you to please switch off and switch on your phone for using the data services". When I used the Data Services after this an amount of Rs.99.15 was deducted within 1-2 minutes after disconnecting from Data Services.

What is the strategy of Aircel here is that, it sends an messages immediately to the customer after the activation of the Data services and it provides the Data benefit after some time from which the activation message has sent to a customer. Aircel is trying to fool its customers by looting the money available on their account balance for subscribed Data Services.

It is very hard to reach the customer care on 198 or 121 due to heavy outages and even if you reach them they reply you that their servers are down and ask you to call after 4 hours. After all these hurdles if your complaints are being raised they give false promises for multiple instances(2 times in my case) that the money will be refunded within 24 hours. So after 2 weeks after trying multiples during day and night you will get fed up and stop complaining about the issue.

On top this if you write an email to care.[protected]@aircel.co.in explaining clearly what has happened they will just reply that there was no Data at the time of Data being used, So the balance was deducted, etc, etc. Are they trying to make a fool out of their customers, by not replying to their customer and not even seeing the proofs attached for Date and time of activated services before the money being deducted for the same. Are you replying with the same message without reading your mail or accepting the problems which exist in your system.

From my viewpoint if any balance is deducted from Aircel there is no chance they are going to give it back to you. The working of Aircel is that, you will not be able to make an complaint on 198 (or) 121 and if you register an complaint on 198 (or) 121 they will play April fool with you telling that deducted amount will be credited within 24 hours for each time the complaint is being made and if you write to customer care they won't read your mails and give the same reply again and again which is not relevant to the complaint which you are making. So, they achieve their final success, that the customer gets fed up and dosen't ask for any refund of money which was looted from Aircel in a very cunning manner.

Please read the below mail thread, for more details on the complaint being made and the pathetic reply's of Aircel customer care.


Dear Customer,

Thank you for your email dated 07/05/2016 regarding balance deduction related for your Aircel number: [protected]

We regret for the inconvenience caused.

We would like to inform you that we have already mentioned in the previous mail so We would like to inform you that we have verified your account details and found that 100 mb 3G/2G data has been Credited for the same. And as per our check you have already consumed the data of free benefits, there was no data balance available in your account so that while browsing Internet default data charges has been applied like (15paise per 10 kb) Likewise 6604 KB has been used for that reason in your account Rs. 99.15paisa.Has been deducted. We suggest you to recharge any one of our Data pack to avoid

Balance depletion in main account balance.


We highly value your association with us and look forward to serve you better.


Warm Regards,
Sanjay

Aircel – Care Department

Keep writing to us
Care.[protected]@aircel.co.in.


To know and activate Aircel services and products, please call 1288. To deactivate any of the VAS services which are active in your phone number please call 155223.


[protected]Original Message[protected]

Hi,

I would kindly ask you read the Email regarding the complaint before responding with the same reply again.


My complaint was that, after activating the 100 mb 3G/2G pack on 21/04/2016 before 2.55 AM an wrong message was sent at 2.55 AM from Aircel that "Dear Subscriber, your request for activation data services has been submitted for processing. Request you to please switch off and switch on your phone for using the data services” before the data benefit really being credited to my Account.

So, I used the Data Services for 1-2 minutes and when I disconnected from the data services, an balance between
Rs.99 to Rs.100 was deducted for that session usage of around 2 minutes. My complaint is that you(Aircel) are misguiding your customer and trying to wipe his balance off in the name of Data Services.

The mistake if from Aircel and you should have send the above message for Activated Services(screenshot is attached with the mail) only after the data being credited to my Account from your side. So, there is no necessity for raising this complaint against
balance deductions on Data Services which are activated.

I kindly request you read the complaint properly and give me a proper resolution to my concern.


Regards,
Sudharshan
Mob: +91 [protected]


On Sat, May 7, 2016 at 11:40 AM, Karnataka - Care (E)
wrote:


Dear Customer,


Thank you for your email dated 05/05/2016
regarding
balance deduction related for your Aircel number: [protected]


We regret for the inconvenience caused.

We would like to inform you that we have already mentioned in the previous mail so We would like to inform you that we have verified your account details and found that 100 mb 3G/2G data has been Credited for the same. And as per our check you have already consumed the data of free benefits, there was no data balance available in your account so that while browsing Internet
default data charges has been applied like (15paise per 10 kb) Likewise 6604 KB has been used for that reason in your account Rs. 99.15paisa.Has been deducted. We suggest you to recharge any one of our Data pack to avoid

Balance depletion in main account balance.

We highly value your association with us and look forward to serve you better.


Warm Regards,
Apoorva
Aircel – Care Department


Keep writing to us
Care.[protected]@aircel.co.in.

To know and activate Aircel services and products, please call 1288. To deactivate any of the VAS services which are active in your phone number please call 155223.

[protected]Original Message[protected]


Hi,

My Aircel Mobile No(karnataka): [protected]

I have clearly explained why my balance was deducted in my previous mail.

Now, coming to your point that 100 mb 3G/2G data has been Credited for the same. Why was an message sent earlier even before the data being credited to my account stating "Dear Subscriber, your request for activation data services has been submitted for processing. Request you to please switch off and switch on your phone for using the data services"?

Are you trying to fool your customers by sending early messages for 3G/2G Data Pack Services even before the services are really activated, so you will giving shocks to your customer and also at the same time you can deduct a lump sum of balance from my their main Account?

I called the customer care on 121 and raised a complaint with Docket number 1-[protected] on 21/4/2016 and again on 198 raised another complaint with Docket number 1-[protected] on 01/05/2016. On both occasions I have been told that the amount will be refunded within 24 hours. Why do you want to give false promises to your customers again and again multiple times ?

I have attached the screen shot of message which i received before the point of time when i used the Data Services and balance being deducted for the same activated service.

I have also attached one of the Audio Recorded on 01/05/2016 with the customer care representative where they have told me for the second time that the amount will be credited to my account in 24 hours(The first instance was on 21/4/2016).

I kindly request you to refund the amount which was deducted because of your improper services of sending messages earlier or at wrong time.


Regards,
Sudharshan
Mobile: +91 [protected]


On Sat, Apr 30, 2016 at 1:07 PM, Karnataka - Care (E)


wrote:

Dear Sudharshan,

Thank you for your email dated 28/04/2016 regarding Balance deduction for your Aircel number [protected]


We would like to inform you that we have verified your account details and found that 100 mb 3G/2G data has been Credited for the same.

And as per our check you have already consumed the data of free benefits, there was no data balance available in your account so that while browsing Internet default data charges has been applied like (15paise per 10 kb)

Likewise 6604 KB has been used for that reason in your account Rs. 99.15paisa.

Has been deducted. We suggest you to recharge any one of our Data pack to avoid

Balance depletion in main account balance. As of now your account balance is Rs.120.

We highly value your association with us and look forward to serve you better.

Warm Regards,

Arun
Aircel – Care Department

Keep writing to us Care.[protected]@aircel.co.in.

To know and activate Aircel services and products, please call 1288. To deactivate any of the VAS services which are active in your phone number please call 155223.


[protected]Original Message[protected]

Hi,

My Aircel Mobile No(karnataka): [protected]

I got an SMS from Aircel. "Send START to 1925 and get 100 MB data valid for 5 days absolutely FREE!!". So, "I sent an SMS for the same and got a reply again from Aircel stating "Dear Subscriber, your request for activation data services has been submitted for processing. Request you to please switch off and switch on your phone for using the data services".

So, I switched off and switched on my mobile and then used Data services for 1-2 minutes and when I disconnected an amount of Rs.100 was deducted from my balance and my balance was down to around Rs.147 from Rs.247.

I raised a complain regarding the same with a Docket number 1-[protected] on 21/4/2016. On the conversation, the customer representative told me that the amount will be refunded to my account. But still, the amount has not been refunded back to my account.

Meanwhile, for past 1 week I am trying to reach customer care again and again through 198 or 121 but I am not able to reach Aircel customer care. All the time I get a computer recorded response that due to heavy outages we are unable to connect or even If i get connected to customer care they reply me that servers are down and ask me to call me back after 4 hours. So, finally I don't have any other choice than writing this mail to reach the Aircel customer care.

I kindly request you to hear the conversation which I had on Docket number 1-[protected] and refund the amount Rs.100 back to my account as promised on conversation.

Regards,
Sudharshan
Mob: +91 [protected]