I have been using Airtel's broadband connection whose plan was "Advance Rental Plan" (799 Rs per month) in which I was paying bill in advance for next 6 months. I have been using this connection for more than 3 years approx.
My bill was generated on 8 Jan'22 approx which as per my plan was to be paid in advance for next 6 months with due date on 19 Jan. I called the customer care on 13 Jan'22 and conveyed that I am out of station and won't be using my internet for next 1.5-2 months and asked him how can I avoid unnecessary bill. He explained me 2 plans one of which was that I can get the "Safe custody" activated in which I will be paying 200 Rs + GST for the time period safe custody remain activated. On asking what my next bill would like he conveyed that it will be generated around 8-9 Feb'22 and it would include == [Safe custody amount(200 + 36 GST) + bill from 8-9 Jan to 13 Jan in accordance with normal plan of 799 Rs(Some amount below 200 Rs for 5-6 days)].
I requested him to activate the Safe custody, and also kept on checking the same for next 2-3 days in Safe custody option on my Airtel app and it was showing as in progress. I was relaxed assuming my safe custody has been activated successfully by the customer care executive.
On 7th Feb'22 I received SMS that my due amount is Rs. 1373.
Then I again went to safe custody option in my airtel app and this time the option was enabled. I got shocked. My bill that was to be generated should have been somewhere below Rs. 450.
I called the customer care on 8th Feb and raised my complaint. She said it will get resolved by billing department by 10 Feb. I kept getting calls to pay the bill even after 10 Feb.
I called the customer care thrice on 12th Feb requesting to connect to senior executive/manager. In the name of transferring the call to senior manager, 1st executive put the call on hold for 4-5 mins after which the call ended. 2nd executive did the same and put the call on hold for approx. 20-25 mins after which call ended.
Getting frustrated, I called third time and executive assured that I will get a callback from senior manager in next 4 hours, which I haven't got till now.
Meanwhile, the billing department people are continuously harassing me and pressuring to pay the bill saying the bill is correct and I have to pay it in any case.
As I can check on my airtel app, my complain is still showing open(see attached screenshot of today) but those people are saying that there's no complain open.
I need and earliest resolution of this, and no such harassing calls further.
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