Airtel — airtel multiple issues and irresponsible behaviour of executives

Address:

500091

Hi team,

I got an issue with airtel 995 recharge. I got such an issue that i wish to leave airtel and look for some other provider. This is not the way of dealing with a customer. I, as a customer request to improve your process and re-define it.

Initially, a month back or so. I donot remember the date exactly. I called to customer care for 995 recharge and as per suggestions, i have done the recharge. And i thought airtel is giving me nice offers. But, after this recharge, my problems started in bulk.

In my airtel app, i use to see the data balance, how many days remaining in this recharge and all those stuff. After 995 recharge, nothing is being displayed. I called to customer care and updated my issue. Later on, i got update like this - "as this is new recharge value, looks like system is not upgraded accordingly. We raise this issue with our backend team and make this corrected. I felt very happy and after 3 days or so, i was able to view the recharge amount and also remaining days like 360 or so.

Since few days, i was unable to view those in my airtel app. And i am in assumption that i may get alert or notification if my usage is high on data. As far as i remember, i didn't see any notification like that. I was seriously trying internet since morning, but it is not being connected. It was not being connected. And i was totally failed to use internet as i was using this airtel network. I failed because there was no notification or alert. And i started browsing continuously. And i got a notification like below which looks very irrelevant to me. And when i used the option"*121*11#". It directed me for offers but not my usage. (Refer to image 1)

Notification"data usage alert: you have used 10mb data from your main account. For info on data packs, dial *121*11#"

If my airtel app shows me my usage as before, i wouldn't have wasted my internet usage. Instead, i would have used my wifi.

Additional to this - customer care agents & supervisor.

Previous supervisor/agent updated me that i would see my usage in airtel app directly. And i was fixed to that and use to monitor that. Suddenly, it was gone one day. I am not sure why this has happened. No notification to me on this.

Recent supervisor, he is guiding me another process on how to check data balance. If this correct, why previous agent/supervisor mis-guided me? If previous agent/supervisor said correctly, why recent agent (Das) mis-guided me? Further, he agreed that there is no process of raising complaint on previous agent/supervisor (Whom a customer speaks). There should be some process defined for raising complaint on such issues. Why it was not there?

And today (23 - may - 2018 12:18 pm) spoke with swathi n. Just listen to this recording. Airtel will be knowing how they are responding to the customers. This is not the first time for me.

Additional to this: connecting customer care calls

For connecting these calls, we need to strive for long waits. It would be a minimum of 30 minutes to connect to customer care. And again that is chargeable. Is this the way airtel treats their customers?

Its not matter of 36/-. Its the time and belief on airtel. I was using the same number since 2009. We are in 2018 now. Its almost 9 years. I never changed my number nor requested for some porting options. Still, airtel is playing with customers like me.