| Address: H-342 ADHARSHILLA westblock awadhpuri bhel bhopal |
Hello Sir/Mam,
The client (Mr. Ayush Gupta, Petitioner ) was recently contacted by Mr. Mukesh Jaiswal who is in charge of the marketing department to upgrade Airtel technology upgrade from technology change from VDSL to FTTH wherein reliable speed is provided o[censored]p to 100 Mbps and was charged an upgrading cost of Rs 2122 including GST of which proper bill is yet to be furnished by Airtel. My client was also informed that he will get a higher amount of bill for at least 3 months which can be used to reimburse from the client's employer through which both the parties (Airtel Marketeer and Petitioner) can be benefitted learning to which my client expressed denial.
Post that my client discovered that instead o[censored]pgrading the new connection, he is given an altogether newer connection ([protected]_DSL) and the old connection is still incurring charges. In the wake of finding two connections at one place for the same address and email ID, My client enquired Mr. Mukesh to disconnect the older connection and asked for a refund for the extra amount of 5 days that will be charged in the next billing cycle for the old connection until the date of disconnection. Not being answerable to the complaint, Mr. Mukesh gave Ayush an offer of Rs 100 - Rs 200 to suppress the matter and get ongoing with the new connection.
As an esteemed customer of Airtel, My Client escalated this issue to the higher authorities through proper channel informing the situation confronted and asked for clarification of the equivalent of which customer care responded stating that "Yes Ayush, the complication you have faced is a fraud and a strict action will be talked against the person who gave you new connection instead o[censored]pgraded connection" and they assured Ayush full refund of the connection. Forewarning that the old connection was valuable in the sense that the contact number is shared among relatives he was also told that your old connection will be restored with no extra charges and upgraded technology.
Ayush got several spam calls after the request in which he was enquired about the reason for disconnection with no resolution provided including one from Mr. Anil Sahu, Marketing head of the Bhopal division who told Ayush not to escalate the matter to a higher level and let's resolve the issue at its best interest. Another call was received wherein the Engineer's visit to the place was assured.
Post which Petitioner is yet to be contacted by Airtel even after paying outstanding bills on time.
We believe the regarded issue has surfaced to a lot of pertinent users and they must have paid installation charges for the new connection even if installation charges are not required for existing user accounts. Subsequently, even if the issue is resolved, the matter must be taken to the grievance cell for proper redressal of the issue and my client gets the best possible resolution in the nearest of time.
To summarize the details, we found Airtel to be held liable for the following reasons -
1. Not informing my client of the New connection and New Landline number. Now new landline contact details have to be shared among the client's relatives and friends.
2. Putting self-interest before client's for commission as sources suggest that Airtel offers higher commissions for new connection instead of degradation.
3. Keep incurring charges for the old connection when a new connection is established,
4. Offering money under the table to suppress the request.
5. Spamming user for enquiring disconnection request.
6. Wrong promises of speedy response and full refund of accountability including a token of apology.
I expect full remuneration for the time and money spent and look forward to your replies in the shortest time.
The client has a few details as evidence including undefined bill receipt for Rs 2112, emails shared, and call recordings.
The facts hereby mentioned above are true to the best of my knowledge and belief and nothing has been concealed therein.
Much appreciated
Airtel customer support has been notified about the posted complaint.
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