| Address: Allahabad, Uttar Pradesh, 211001 |
Respected sir,
I am telling you the tale of my harassment by airtel customer care and its local allahabad airtel store employees. It is humbly stated that i am a customer of postpaid plan bearing mobile number [protected] of airtel mobile network since long. Due to very poor network quality and ignorance of airtel maintenance wing towards its network quality i had decided to migrate my plan from postpaid to prepaid. For the said purpose on 21st august 2018, i visited the store of airtel situated at m. G. Marg, civil lines (Civil station) allahabad u. P. – east, where i had completed formalities like filling of form with photo and photo i. D. And also deposited rs. 700.00 including an excess amount of rs. 194.00. On that day a sim was provided to me at the cost of rs. 25.00 as prepaid sim. I was told by the store employee miss rishu keserwani, that my sim has been paired and it would be activated the next day i. E. 22nd august, till the late evening of 22nd august neither my postpaid plan was migrated to prepaid plan nor prepaid sim was activated. Feeling distress and dilemma i called customer care – 121 – and apprised my problem to the person who put the call on hold and later informed me that my work was in progress and most probably it would get completed on the next day i. E. 23rd august.
On 23rd august i decided to visit aforesaid airtel store again where miss rishu kesarwani met me and told me very rudely that she will do her job and she was not at all concerned about my problem. She also responded very rudely and in an inappropriate tone when i asked her what i could do next saying, “go and ask customer care”. I had been visiting the aforesaid airtel store on a daily basis in the lunch hour of high court and meeting the same lady and receiving the same reply and every evening i had to call customer care same as i did on 27th august when i had insisted the customer care person to connect my call with the supervisor. He told me for that purpose he would have to put my call on hold which he did for a very for a long time. I had no option but to agree on his condition and after being put on hold for about 28 minutes the supervisor came on line and he asked my problem and i apprised him my problem. Then he assured me that my problem will be resolved in the next 48 hours, in this regard a – sms – had been received by me with reference no. :[protected] but things remained on the same position. Daily visiting airtel store and calling airtel customer care became my unfortunate destiny.
On 29th august i again visited aforesaid airtel store and met miss rishu, she told me in an extremely rude manner that – i had retained my postpaid plan and if i wanted to migrate then i will have to fill the form and complete the formalities in the same manner as earlier. Then i again called customer care and asked the person who held the call on the other side to connect me with the supervisor. Having been put on hold for 50 minutes the supervisor came on the line and asked me about my problem again. I apprised him my problem regarding migration of my plan postpaid to prepaid, that person (Supervisor) also assured me that it will be migrated in 22 hours and he informed me, that some person will contact me on 30th august. I had also received a – sms – bearing number :[protected] in this regard. On the morning of 30th august one mr. Pradeep contacted me, i told him about my grievances. Mr. Pradeep asked me to visit the aforesaid airtel store and meet mr. Naveen mishra. As per direction of mr. Pradeep, i again visited the store and met mr. Naveen mishra, who told me that, “you (I) have no any other option but to complete the same formalities again and deposited outstanding“. He called one mr. Yogesh (Employee of the store) and told him to complete the formalities. Mr. Yogesh provided me with a form for migration postpaid to prepaid. I filled the same and pasted my photograph again and attached the photo i. D. Too. He again directed me to deposit rs. 100.00 as an outstanding and rs. 25.00 for the sim pairing which i did after a long exercise. He (Mr. Yogesh) informed me that my prepaid card had been paired successfully and now my plan will be migrated by the next day and prepaid sim will be activated by the evening of 31st august. But sorry to say in the same manner nothing had been done.
Aggrieved by the store i called customer care at 10.00 p. M. On 31st august and requested the person who held my call to connect me to the supervisor. After long hold of about 30 minutes one mr. Jarnail singh started the conversation with me, i again informed him about the whole situation, he asked me to hold the call so that he could update the position, meanwhile call was dropped or cut, i again called 121 customer care and again requested to connect me the supervisor, again after long hold of my call about 20 minutes, another supervisor came on the line and again i apprised him of my agony, he told me that he will follow the matter and assured me that some person will meet me on the next day i. E. 1st sep 2018, but no one bothered to meet me/contact me. Now persons working in airtel store are making mockery of me.
In this regard, an email was sent to airtel customer care and appellate authority of bharti airtel on 3rd september 2018. Then awakening from their slumber customer care called me from the number[protected]. On the other side, some gentle lady asked my problem on which i apprised her complete matter of arbitrary action of airtel staff whether it related to store or customer care. After listening patiently she asked me the name and number of airtel store employee who handled my case when i filled the form second time. I told her mr. Yogesh’s name and number. She told me that she will look into the matter. After some time she again called me from the aforementioned number and apprised me that the airtel store is overburdened with work so my work is delayed but she assured me that my number will be migrated in a day or two. After my conversation with her, i received a missed call of the aforesaid airtel store employee mr. Yogesh and he told me that from his side all things are o. K. But employee verification could not be done and it was showing error again and again and no one bothered to solve this problem from the higher side of airtel. On 5/09/2018, i again went to the aforesaid airtel store where i received the same reply.
One store employee (I do not know his name neither do i wish to disclose his identity because he bonafidely advised me) advised me, “it is better for you sir if that you port your number to another network because airtel does not migrate postpaid plan to prepaid plan, it is airtel’s policy matter.” he then introduced me to one sikh fellow and apprised me that, “this gentle fellow is also running from post to pillar for the same problem”. Now it is crystal clear that it was due to the policy matter that all these things happened and i am suffering. I did not expect these things from a network like bharti airtel. Those days are left behind when i felt proud that i am a consumer of bharti airtel. For me, it is a matter of shame that i believed in this network.
On 6th of this month, bill cycle will run and airtel will compel me to deposit outstanding again.
It is pertinent to mention here that i received a reply to my email from ms. Anjum fatima but my problem remains on the same point.
Respected sir these things were done deliberately and intentionally to harass me because i dared to make a complaint against mrs rishu kesarwani employee of aforesaid airtel store. My problem and complaint is still in the same position. Now i have no other alternative remedy but to file this petition before your goodself.
It is most humbly and respectfully prayed that your goodself may take cognizance on my complaint and pass an order to migrate my mobile plan from postpaid to prepaid and award compensation for this mental and physical torture as your goodself think proper, pass any other order and direction which may your goodself think fit and proper in this matter.
Thanking you,
Yours sincerely
(Khan saulat hanif)
Advocate
226 / a pritam nagar
Opp. – kabir mandir lane
Allahabad.
Mob. No.:- [protected] (Airtel)
Alternative no.:- [protected]
Impugned no.:- [protected]
Airtel customer support has been notified about the posted complaint.
The only solution I have found so far is to flip the network between 2G 3G and restart the phone and move to another area where I can get 4 - 5 bars on the network strength.
For a moment I thought if my phone is bad but now from your experience I suspect it's Airtel's bad network that the real problem.
I suggest you also email gopal dot vittal at the rate airtel dot com he is the head of Airtel.