[Resolved]  Airtel — Bills generated for 2 months when the broadband connection was placed in safe custody (Paused)

This is regarding the careless attitude of Airtel customer care who have not been able to resolve an issue from May 2025 onwards.

This issue is regarding my broadband connection : [protected]_ap

I had called customer care twice on April 16th 2025 to place the broadband connection in safe custody (pausing the broadband service) and I was given confirmation by both the customer care agents that the broadband connection was put on pause. The reason I called the customer care the second time was because I had not received an acknowledgement. The second agent also confirmed that it was placed in safe custody. The safe custody was to be placed from April 17th, 2025. I came back on June 8th, 2025 and called customer care to remove the pause on my connection but was told that the pause has not been placed in the first place due to those two agents mistakes.

I was travelling abroad and had no access to my phone. 

When the connection is put on pause, a bill is not supposed to be generated. As the earlier two agents I had spoken with before leaving confirmed but had not placed the connection on pause, resulted in the bills being generated.

As I had no access to phone, I tried chatting with the customer care which was of no use as only the bot was responding. I could not connect with an actual customer care agent. As a result of this, I emailed them ([protected]@airtel.com) 4 times after bills were generated for 2 months. 

All I got in the reply was just copy paste responses from the customer care.

I have called the customer care about 5 times to resolve this issue starting June 8th, 2025.

The first time I called on June 8th 2025, a service request was raised with request id: [protected] and was supposed to be resolved by June 10th, 2025. It was marked as complete without anyone calling and clearing the issue.

The second time I called, the lady who was talking didn’t understand anything.

The third time I called, the guy said he would raise the issue internally.

The fourth time I called, the guy said by the end of that day, I could see the updated bill on the app.

The fifth time I called, he said he would try to rectify the issue.

I have sent them the screenshot from the app which shows the service as “paused”. 
In another section of the app, it is showing as if it’s not been placed. Those screenshots for the same were also sent to them.

I had placed the safe custody once through the app on a previous occasion and faced the same issue of the bill being generated. But it didn’t take this much of time and effort to get it resolved at that time.

I am getting calls from the Airtel collections team regarding the payment of the bill for which I am not liable to pay because of the blunder from the Airtel executives who confirmed safe custody being placed but hadn’t actually placed it.

I would like to say that as I wanted the safe custody to be placed from April 17th, 2025 till June 7th, 2025, I would make the payment for the safe custody charges for that duration.

I request for an updated bill to be sent with only the charges for the safe custody for the period mentioned above so that I can clear it.

I also sent an email to the ombudsman ([protected]@bharti.in) on June 19th, 2025 but no response from there as well. I forwarded the email again to the ombudsman today.

Hoping for a quick resolution atleast from Airtel higher management.