Airtel — airtel odisha harassment

Date of incident: 11th sep 2018
Airtel relationship no.: [protected]
Full issue description:
I am a postpaid customer of airtel odisha circle since 4 years. This complaint is being raised by me after being harassed by airtel odisha team for a long period now.
• it all started when i called their customer care in may'2018 to request them to enable international roaming services for my postpaid # [protected], as i was heading to malaysia for a work assignment for a 6+ months period. To my utter surprise, the customer care executive expressed his helplessness and suggested me that the ir services cannot be enabled on the present sim due to some limitation from their end, and hence a new sim needs to be collected for the same number by visiting their airtel relationship centre in odisha. Since the time was short, i could not visit their shop and headed to malaysia. Since then i have been here and haven't got any opportunity to travel back to india yet due to my work commitments.
• in aug'2018 i dropped an email to airtel odisha team to inform that i am sending my authorized representative (Who was going to make a short visit to odisha), to them for doing the needful for the collection of the new sim from an airtel relationship centre at puri in odisha.
• my representative made a visit to this store (1st floor, shop no.4, sharadamani complex, market squre, infront of janata cinema hall, puri, odisha, grand road, balagandi, puri - 752001) on 11th sep 2018 with my signed authority letter, my original aadhaar card + copy to serve as my identity proof, my passport copy and my current sim which was still active (Only in india), my one photograph along with his own identity proof.
• the letter along with all the documents were handed over to the executive named dhirendra on duty, who after validating the documents, kept the copy of the documents and handed over the sim card (# [protected] 405u) to my representative. He informed that the new sim card would get activated within 4 hours from then. After this my representative left the store.
• next day he made a call to the airtel store executive to enquire on the status of activation and was assured that it will be done shortly. After this, waiting for 6 days and making multiple calls to the airtel store executive, when sim card was not activated, a complaint was registered with the airtel customer care call center vide # 87646631 on 16th september 2018. My representative flew back to malaysia and handed over the new sim to me.
• i dropped an email to airtel odisha team asking for the status of sim activation on 18th sep 2018, and i too got an assurance that it has been taken up on priority and resolution would be provided soon. Since then multiple follow ups were done by me to get all the fake assurances and no resolution. On 27th sep 2018, i received an email from airtel odisha team in which they mentioned that my representative did not carry original document for validation when he visited the airtel store, hence airtel odisha team will not activate the new sim. They also suggested me to visit them again.
• point to note here is "the new sim was provided only after validation of copy of documents with respect to my original identity document, but in their recent email, they have contradicted it."
• it is clearly understood by them that being abroad, i cannot visit them so soon and so instead of being customer issue resolution centric, they are creating all sorts of nuisance to harass me and exploit me. I have been paying the bill without any usage for the last 4 months and they want this to continue such that they keep making money from me without giving the services.

Desirable resolution:
 i want the sim to be activated immediately.
 i demand an apology for the unprofessional, unethical, careless act and behavior by the entire airtel odisha team and their false claim on the improper documentation provided by me.
 at the same time, i demand strict measures be enforced on this team such that these kind of incidents do not occur in future.
Attached are the documentary evidence of email communication for your reference.
Hope to get my plea heard at some platform, will continue to fight for my right till i get justice.

Regards,
Sandeep sarkar
Email: [protected]@yahoo.com