Dear Sir,
This is to bring to your attention that we have been wrongly billed for the last one year for our broadband connection[protected]. This connection belongs to my father who is a senior citizen.
Your team activated the 999 plan which offers a speed of 200mbps for him last year in October. He has been constantly facing an issue with very low internet speed which hovers between 10-25 mbps. Couple of months ago, he was approached by your executive who recommended upgrading the plan to 1499 promising him an internet speed of 300mbps. My father shared with him the issue he is currently facing with the internet speed, and was assured that this plan is a high speed plan and would resolve the speed issue. The executive activated the plan. After a month of observing, my father approached your helpline and was told that the person who upgraded his bill plan has wrongfully done so, as airtel doesnt have the infrastructure in his location to provide an internet speed of more than 25mbps. Therefore, she reduced the bill plan to 499, teling him that the bill plan of 999 which was activated in October 2019 also was also much higher and not applicable to his location due to the lack of infrastructure to support the same. Pls. note that the activated bill plan of 499 also also offers an internet speed of 40mbps.
We have been with airtel for almost 20 years now with several mobile and internet connections, and it hurts to be wronged like this. We have been requesting airtel to rectify and refund the excess charged to him for the entire period as mentioned above (since October 2019) due to wrong commitment and activation of bill plan and charges not being in accordance with the service being provided. I have written to Airtel nodal officer, and appellate authority, however they have failed to provide a fair resolution on the matter.
You are requested to intervene as an adjustment and refund due to mis-selling and wrong billing needs tome made for a full year since October 2019.
Regards,
Meeta
P.S. We reported the lapse on Twitter but the social media team lacks the basic ethos of customer service and are more focused on closing the conversation without any solution. In case they have not been empowered to make decisions, what exactly is the point in having that team in place, a bot would do the same.
Airtel customer support has been notified about the posted complaint.
Oct 05, 2020
Updated by meetaa Dear Sir,
Despite having spoken with more than 10 people from Airtel, along with an exchange of several emails, the issue is not being resolved by Airtel. While the executives from Airtel call and agree that there has been a mistake at Airtel's end for activating a higher bill plan with a promised speed of 200mbps without checking the feasability, and lack of infrastructure in our area to support the said plan, and thus overcharging us. The executives confirmed that the infra currently can only support upto 25 mbps internet speed in our area, and not more. When they try to get an approval on the refund for the excess amount charged to us, the same is being denied by senior authorities. The executives then come back and take a u-turn on the statements made earlier, and arrogantly argue, trying to justify the excess charges and higher plan. This has happened several times, and is quite a harassing experience. Despite having directly escalating the matter to the CSD head, Mr. Jaswinder Chaudhary, the refund has not been processed.
