I have requested for broadband connection transfer on 1st Feb (ref no.[protected] & it was informed that it will take 7 working days.
I did a follow-up call on 3rd (interaction ID[protected], 4th (interaction ID[protected] and 11th Feb (interaction ID[protected] and I was asked to wait for another 5 days.
I again followed up on 13th (interaction ID[protected] & 15th (interaction ID[protected] & again asked to wait for 5 days, also in between there was no call/no status update from Airtel side.
Then on 16th Feb i again followed up (interaction ID[protected] & i was told that the feasibility is not there and based on this information i requested to proceed for the disconnection and adjust the bill for this months as i have not used the services from 1st Feb till the disconnection time and there is so much of inconvenience caused to me (billing cycle is 17th Jan to 16th Feb).
But on 22nd, Airtel technical team called me up and said that the connection is feasible now and against all odds i could not understand whether is it possible or not?
Then on 23rd i made 4 calls to Airtel customer care so that they could confirm me whether it is really possible to transfer the connection or not?
23rd Feb - 1st Call (interaction ID[protected], the operator informed me that Airtel will call me back within next 2 hours to update the transfer feasibility. After waiting for 4 hours and no calls from Airtel, I did the follow up again.
23rd Feb- 2nd Call (interaction ID[protected], the operator again informed me that i shall wait for 2 hours and Airtel will call me back. I requested to transfer the call to the seniors (interaction ID[protected], I was assured that Airtel will call back to me within next 2 hours. I requested to just let me know whether it is possible to transfer or not & if yes then until what time, so that i could take the necessary action but Airtel refused to confirm.
To add further and the most disrespect and utmost ignorance from Airtel, no updates were given by Airtel in next 3 hours and i followed up again.
23rd Feb- 3rd Call (interaction ID[protected], with such frustration due to cold response from Airtel, I requested the operator to just confirm whether it is feasible or not? But he refused to confirm, I explained that its been 23 days, if it is not possible then I shall look for other services as my work is getting hampered. I requested Airtel to give me written confirmation that the transfer is possible and within this time period and then only I shall be assured but again Airtel refused to confirm anything in writing. Then the operator informed that I will get the call from shifting team within next 5 minutes. Again Airtel could not meet the timeline of 5 mins. but I got a call from Airtel (keeping the customer care on line) and the shifting team confirmed that the transfer is not possible.
After so many follow-ups and wasting my time, energy and money over calls I was finally informed that the transfer is not possible. Based on this I requested the complete waiver of my last month bill amount Rs. 2174 (period[protected] to[protected] which has been wrongly generated by Airtel. I requested for the complete waiver for the kind of inconvenience caused to me by Airtel, for misleading the customer and not being transparent with customer, I asked for the complete waiver as a compensation for the initial installation charge I had paid to Airtel, I asked the compensation for the calls I have made (almost 200 mins. I wasted over calls) and above all the kind of mental harassment done by Airtel to me. But the operator refused to do so and I requested to transfer the call to the person who has the authority of doing so. Then the senior person (Ms. Monica) offered me waiver of Rs. 1500 after long negotiation but being so frustrating and mentally tortured by Airtel I again requested for the complete waiver and she informed that I will get a call back within next 30 mins. from senior team.
23rd Feb – 4th call (from Airtel to me, interaction ID[protected], Mr. Rajan from Airtel offered me waiver of complete bill of 2174 but asked me to pay the charges for 18th Feb to 23rd Feb and he would do the adjustments immediately based on my approval. There is no point of paying the charges for the days where I have not used the services at all. I again requested to do the complete waiver. Then he informed that I will get a call back from billing team by 24th Feb, 2:00 PM.
24th Feb – (interaction ID[protected], the gentleman from Airtel told me about the policies of Airtel and as per that Airtel can compensate only for the no. of days the services are not used. To my surprise the policy is not at all clear, one of the Airtel operator was offering 1500 waiver (which is greater than the amount for no. of days services not used), the other operator was offering the waiver of 2174 but asking to pay for 18th Feb to 23rd Feb and the final gentleman is talking about the policy which states that Airtel can only waive off for the no. of days services are not used. I requested to mail me the policies but that was also refused.
To summarize the above, the Airtel misguided the customer like me, dint share the correct information and there is no ownership with Airtel. It took 23 days by Airtel to just confirm that the transfer is not feasible and that too with 10 follow-ups from my side and Airtel didn’t bother to update the status to the customer who has been using the services for close to 6 & half years.
Airtel which is primarily known for good services has gone tremendously low with respect to maintaining it. The Airtel is just busy in charging the money without providing the services to customer.
There is much of inconvenience caused to me, mental harassment done to me and the work which has been hampered due to non-availability of the services. To compensate all I request the below
- Complete waiver of the bill starting from 17th Jan, 2016 till the date disconnection happens.
- Reimbursement of the initial installation charges paid by me to Airtel (as I have to pay the installation charges to other service provider)
- Reimbursement of the call charges, the calls made by me to Airtel.
- Compensation for the time and energy of mine wasted due to misguiding by Airtel.
Jan 16, 2017
Complaint marked as Resolved Airtel customer support has been notified about the posted complaint.
Feb 24, 2016
Updated by dagr8udit Airtel landline no. - [protected]
Verified Support
Mar 07, 2016
Airtel Customer Care's response Dear Customer,
This is with reference to your post dated 24 February 2016.
We tried calling you multiple times to get additional details to enable us to address your concern. However, there was no response.
We will appreciate if you could share your alternate contact details / convenient time to call. Please write to us at airtel.[protected]@airtel.com
Look forward to hearing from you.
Regards,
Anil Sachdeva
airtel presence (airtel customer service team)
bharti airtel ltd
airtel.[protected]@airtel.com
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This is with reference to your post dated 24 February 2016.
We would like to acknowledge that we are working to address your concern as soon as possible.
We will connect with you to get additional details, if required, to resolve the concern effectively.
You can also get in touch with us at airtel.[protected]@airtel.com
Regards
Akanksha Singh
airtelpresence (airtel customer service team)
bharti airtel ltd
airtel.[protected]@airtel.com
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