[Resolved]  Airtel — complaint against using abusing language with family member by recovery team

Address:

Ahmedabad, Gujarat

Respected sir,

Myself Nirav Oza, I was using [protected] airtel
postpaid number from last 2 years and I was privileged customer. From
last 4 months I am passing though some financial problems so that I am
paying my outstanding amount in installments. But from last few week

I am getting calls from one collection agency and They are using very
abusing language with me and my family members and they giving threats to them. My wife is in hospital as my daughter is admitted. And one guy
(Mr.Sharma) told me that ….“TERE KARMO KI SAZA TERI BETI BHUGAT RAHI HAI”,

I mean he takes it personally and he also told me he come with police officer also.

I am also escalating this matter to TRAI and Consumer court also.they don't have manners how to talk with privilege customer and how to talk with females.my family members and relatives are getting calls from mentioned number :

[protected],


Kindly find the whole meter as below:

"For the last one week me and my family members receiving calls on from
various persons claiming themselves to be officials/Channel partners of
airtel for some outstanding dues on mobile no.[protected] for the last
three days I am getting threatening calls from telephone number and who
have been calling me at odd hours, either late at night or at wee hours
of morning. I informed the caller that I will deposit the amount at the
airtel outlets, the caller insisted that the amount should be paid
through the collection agency the caller told me that the company has
assigned him to collect cash from me personally, and I am bound to pay
through him only. I have been receiving calls every second minute since
morning starting from 1020 hrs, since I was busy in meetings, I DID not
pick up the phone. At 1157 hrs, I received a call the moment I said
hello, the caller started using abusive language and started threatening
me saying how dare you DID not pick up the calls. On my insisting
he disclosed his name as one mr.sharma, officer of airtel calling from
their office located. When I objected to his abusive and threatening
language, he further started calling me names and told me that within
ten minutes he will come with his musclemen to where I am and forcibly
take money from me. He even warned me to dare complain to police or
authorities as he is not scared from anyone. He also told me that they
have number of persons having criminal record, on their rolls and they
are fully competent to effectively deal with people like me."Airtel staff forgets the fact that their salaries are paid by their customers and they need to respect their customers.Is this the code of conduct for collection that you people have mentioned on your website. Thats
totally unprofessional on behalf of airtel as the agency is using your
organization name only. If you will search net then probably will come
to know what state of complaints come for airtel, which of course you
will never come to know because good NPS would be projected in front of
you.I am not going to let this harassment continue and am raising my voice to TRAI, newspapers and TV med I
can share the mobile no.'s from where me and my relative have received
the calls. I need solution to this ever increasing menace from Airtel
even if it requires me to go to any extent.I am requesting you to
kindly allocate someone from your office to call me and I will explain
everything. Another major problem in Airtel is that no one raech higher
authorities in Airtel.ia to let know everyone that so called one of the
biggest conglomerate runs what kind of business.Kindly find the attachment and refer 5 (b) in Guidelines to Telecom Service Providers regarding collection of dues by outsourced agencies engaged by themb. Expected Conduct from agent of outsourced agency : i.
Agent of outsourced agency shall conduct himself while undertaking
collection of the outstanding dues as per the laws of the country and as
per the Code of Conduct for outsourced agency and agents. ii. Agent
of outsourced agency shall be polite towards the customer so as to
avoid allegation of bad behaviour. Security deposited as per agreement/
contract shall be forfeited by the telecom service provider and
agreements cancelled for such acts. iii. Agent of outsourced agency shall not threaten the customer by using abusive language or following criminal means. iv.
Agent of outsourced agency shall call the consumer only from the
telephone numbers published on the Website of the Service Providers. The
agent of outsourced agency shall not make calls from any other
telephone number to consumer. v. Agent of outsourced agency shall
make calls to the consumer or visit the premises of consumers for
collection of dues during 8:00AM to 09:00 PM only or the appointed time.
Sir, i want to pay all my dues and want to continue the services but its not a way to behave.i assure you to clear my due by 15th april 2014.need your help and do some strict action against it


Regards,
Nirav Oza