Airtel — concern regarding prepaid to postpaid conversion and loss of balance

Dear [Airtel Customer Support / Sir/Madam],

I am writing to express my concern regarding a recent issue I experienced with my Airtel account.

I had purchased a prepaid plan worth ₹4000 with one-year validity. However, I accidentally initiated a postpaid conversion through the Airtel app. Following this, I received a call from customer care confirming the conversion, during which I was informed that my existing prepaid balance would not be transferred to the new postpaid account.

This came as a shock, as there was no clear or explicit warning in the Airtel app indicating that initiating a postpaid conversion would lead to the forfeiture of the prepaid balance. I believe this lack of transparent communication is misleading and results in financial loss to customers without adequate notice.

Furthermore, I found the customer service response to be rigid and focused solely on company policy, rather than genuinely addressing the issue from a customer’s perspective. This experience has left me feeling disappointed and concerned about the fairness of the process.

I request a thorough review of my case and a resolution that ensures I do not lose the prepaid amount I paid in good faith. I also urge Airtel to improve app notifications and customer communication regarding such critical actions.

Thank you for your attention to this matter. I look forward to a fair and prompt resolution.

Sincerely,
Venkata Prasanth Thavva
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