[Resolved]  Airtel — airtel customer care misguided which costed me

Address:

Pancharathnam chs, B 202, Dr Radhakrishnan cross rd Andheri east, Mumbai City, Maharashtra, 400069

Sir,
Myself Mr Amit Suvarna residing at Mumbai. I am the regular Dth Customer of Airtel where basically whenever i recharge i do it of annual. Sir i want to bring to your notice that i had been misguided by the call center of Airtel thrice. Sir i want to please give your 15 mints of your precious time for going through the letter.

FY 18-19 I had done a recharge for 5500/- Annual HD Infinity Pack for 11 month and 12th Month given was free as an promotional offer. Last date was on 31st May 2019.
Its a normal that whenever the expiry dates come near by there would be a reminder call from Airtel dth for the recharge. On 15th May 2019 evening around 2.45 pm there was a call from Airtel customer care to my registered mobile number [protected] giving me the promotional offer of annul pack HD for Rs 4100/- but the payment has to be done within 15 minutes of time as per her sayings. Looking to this offer i accepted and recharged for Rs 4100/- As a practice whenever the recharge done there should be a call given to customer care to activate the service which i did. But to my surprise when the activation call had been done the customer care told me that the amount i paid is only for SD subscription. Since i wanted HD pack i said that customer care had told me to refill for 4100/- Later i asked for refund of 4100/-. Since the expiry date was on 31st May 2019 i had taken the time to think of sifting from Airtel dth to some other operator. Now since i was loyal to Airtel DTH and was comfortable with the service i thought to go along with Airtel. I had called to Airtel offical on 18th May 2019 afternoon some lady had took the call ( Name not remembered ) guided me to take the Mega HD delhi annual pack for Rs 7600 / Approx. But there was some Balance in account so she told me to recharge for Rs 7488/- I said i will recharge of 7500 / - I remember that i had thrice confirmed with the lady about the recharge to be done of amount 7500 which she said Yes. After recharging for 7500 i gave a call for the activation. Around 6pm on 18th May 19 all HD channels had been activated. After 10 days on my TV screen account the data base reflected as the same information of FY 18-19 details of Infinity pack where it hasnt been changed. So again called up customer care to reconfirm as they told me that the HD annual pack is active and the TV database account details will be done automatically. Now i was watching the channel thinking that everything was fine. Yesterday ie on 17th Aug 2019 i received a call from Airtel customer care to subscribe for 1year HD mega pack where i said that its already active. The customer care lady said and insisted that it not active. With Doubt after an hr i again called up customer care to know the exact thing and again to my surprise instead of mega HD pack they had subscribed me of monthly Pack of 699 without giving me any information. Monthly for 699/- which is quite expensive for me. Now i have been told to pay some approx amount of 2099/- for the mega HD to be acitivated.

Sir i want to bring to your notice that All the conversation done with the Airtel customer care are from 15th May 2018 till 18th May 2018 are recorded calls which can be verified. If its my mistake definitely i will bear but here i had been misguided by the airtel official by paying the amount of 7500/- annual.
My Claim is that i should get the subscription for 1 Year MEGA HD pack since there was no mistake from my end. It means i should get to watch it till May 2020.

This matter i had highlighted to the Nodal Office ( Mr Afzal) of Airtel Mumbai on 17th Aug as he narrated to revert me.

Also i would like to bring to your notice that Customer Care Service of Airtel does not have proper information and misguides which leads to the cost to the customer. This i have faced every time when ever inquired about the annual recharge. Also lack of timeline for the complaint callback from Airtel. I was told that i will receive a call back in 17th Aug around 7 pm for the complaint made. Received Call on 18th Aug around 4.30 pm, told about the issue and the very next movement receives an SMS stating problem resolved. This is resolution of Airtel callback service without resolving the queries.

Request to please look on to this matter and kindly help us on the same