Airtel — complaint on unsuccessful recharge amount of rs.500/- and escalation on mr. umesh v - store manager from koramangala office

Address:

Bangalore, Karnataka, 560098

With great regret i write this email, to have had such a bitter experience with airtel after being its long valued loyal customer for more than 10 years now.

Firstly, my prepaid connection is not working write now because of an recharge issue i encountered on 22 sept (Saturday), 2018 for which i paid and havent got the money back for rs.500/-
Secondly, your customer service representative mr. Umesh v from koramangala airtel office has displayed such audacity, arrogance and accused me while performing his duty on the floor.

On 22 sept (Saturday), 2018 i walked into koramangala 7th block airtel office to convert my postpaid to prepaid number. I opted for a plan of rs.499/- and the your customer care repsentative promised me that the plan will be activated in the next 24 hours and maximum by 24 sept (Monday), 2018 which means that the plan should be activated by 24th sept or 25th sept latest. But it had not activated until 25 sept (Tuesday). And on 25 sept (Tuesday), morning my connection was disconnected and i was not able to make any calls and i got a message saying due to insufficient balance.

On the same day, 25 sept, 2018 i had a job interview scheduled on 25 sept (Tuesday), and my phone stops working in the morning while my interview was at 11:00am and i had to get my phone working to attend the interview. So, in such an unlikely scenario, i had to recharge my prepaid account once again with another 500/- as the activation was not done in time as promised by airtel customer service representative.

On 27 sept (Saturday), when i walked into the airtel office again to get this clarifed and to check for refund back on my first unsuccessful recharge, the airtel store manager mr. Umesh v who listened to my very unlikely situation, was not trying to help me as a customer service representative but was only getting impatient and stubborn. He simply said that the money cannot be refunded and when i was asking for a reasonable justification he started answering me extremely arrogantly. While i was still trying to explain my situation, there was no effort made from him to understand and reason out things but went on accusing me for questioning. I havent seen such audacity from an customer service rep anywhere.

Finally after the conversation, i asked him what happens to the first unsuccessful recharge amount of rs.500/-, he showed me the record in my account and told me the plan will continue once this current active plan gets completed, but its not working today and i am facing issue.

Considering such an unlikely situation of mine when i had an interview scheduled on the same day (I can share the interview call letter with you as a proof if you so desire) and my phone stops working because you had failed to do your job correctly in time, i would blame your service as so inefficient and still does not know how to treat its customers politely.

In this context, i want the first recharge amount of rs.500/- that was paid for recharge on 22 sept 2018 to be activated on my present airtel number else refund the money back to me.

I would also want to pinpoint that what was promised to be activated by your csr in 24 hours, never happened and it was delayed because of which i had to recharge again on such an important interview day. This is totally a fault from your end and i was being accused unnecessarily by your csr, mr. Umesh v.
You must seriously think of replacing him, or giving him some extensive mental training on how to treat people on the floor.

And i would like to know what happens to the deposit amount of rs.800/- that you collected from me at the time of making a new postpaid connection now that i have converted to prepaid? I need that amount back too.