[Resolved]  Airtel — Customer Harassment and Feedback on AIRTEL Services/Experience/Interaction

Address:

Pune, Maharashtra

This is regarding Issues with my Airtel Ac No - [protected] AND Landline/Broadband[protected]

To begin,
I had applied for a connection in DEC-2013, first week,
I had to go out of Pune, for 15/20 days, due to which, the actual Installation/commissioning of the Landline/Broadband was delayed and done on 1st JAN 2014.

I had initial problems like my Devices were NOT getting connected, if 1 device connects - the other device - already connected was getting disconnected.
I had the No. of the Installation Engineer - Mr.Namdev - Mobile:[protected], Whom I contacted multiple times to resolve this, He did visit – after about 4/5 calls and checked..
However, it took few days to stabilize – ALL my Devices got connected to WIFI without issues,
I also called in Customer Support, So, I could connect more than 4 devices. I have a total of 7 devices.

On 12-JAN-2014,
I noticed there was NO Internet - I waited till 13-JAN, afternoon - even then - there was NO Internet connectivity.
I called up customer care on 13 JAN - and raised a Service Request.

You can find that, I have made multiple complaints in following days and weeks, regarding this…

From 12-JAN, 2014 – the Landline and Broadband Service’s are “DOWN”, even till - 4th MAY 2014. I have requested Cancellation of this service on 4-July.

Initially, I called the Customer Care - I was informed - it will be resolved in 3 days, next time, it become 1 week.
After multiple followup's - even after 1 month of Outage - they informed there was some cable Issue and NOT yet resolved and worst there was NO fixed timeline as well, to resolve the Issue.

Same situation continued for 2 more months, till about 20/22 days back, when, I started receiving calls to make Bill Payment.

On multiple occasions - I had to narrate the situation, and informed that, I will make the Payment - Once the Service is Restored.
I even had Airtel Customer Care promise that- they will Update their Billing Department – NOT TO CALL ME FOR PAYMENTS, - Because of NO Service..

However – it did not stop, ,
Every time I was called for making Payments – I REITERATED THAT I WILL Pay – full outstanding amount – Immediately - after - the Services gets Restored.

I have made it very clear to the Airtel Customer Care and Airtel Billing department, that, I have NO Problems paying the Bill/Outstanding - PROVIDED THE SERVICES ARE RESTORED.
The service was NEVER restored. It’s still Down - as of 4-july. Almost for 4 months.

After this, on 26th APRIL,
A COLLECTION AGENT turned up at my House - Demanding the Payments to be Made.
I could not Believe that, AIRTEL was sending this guy to my house - despite the Issue being present and my services being DOWN from last 3 months +.
The Collection Agent - says, He is NOT aware of my Case - and it’s not his Job. He said I have to pay up that’s all. I had to explain the situation, He called his department and confirmed himself that there was NO service for my Landline Connection.., The Agent promised, He would send an Engineer to Check on the Problem - but, Nobody has turned up, nor, has anybody called up and check to check/verify.

Even that day, I called up Customer Care, and reiterated that, I will make the ALL Payments – the moment My services was Restored.
I have to call Customer care - every time, and listen to the same story – on why there is NO resolution to the Problem - but, that did not stop Airtel, from asking me to make Payment- for a Service - WHICH IS DOWN FROM LAST 3 MONTHS..and to top it, send a Collection Agent to my house.

I did get 1 call – from Billing that – I think on 27th – not sure, informing that they have wavied the Amount for the time – the service was down.


It doesn’t end here, ,
Yesterday - 29th April, afternoon 1 PM,
I went to AIRTEL Relationship Center - at PARIHAR CHOWK - AUNDH - Pune, to make the Payment.
I had an argument regarding this and after which, Your representatives said, why have I not come to the Center to Complain, and they are NOT aware nor is it their responsibility that, I was having problems.
Finally - When I tried to Pay - the Person in BILLING Section REFUSED to take the Payment.

HE DID NOT ACCEPT MY PAYMENT - POINT BLANK. I had to make payment over Internet.
Instead of listening to customers issue - they are arguing that, it’s not their job, nor, their responsibility that, I was having this problem.

AIRTEL BILLING PERSON IN THE RELATIONSHIP CENTER “REFUSED” TO ACCEPT MY PAYMENT, AND SAID I CAN DO WHATEVER I WANT. This was around 1 PM afternoon, , 29 April, 2014.

For me, AIRTEL Relationship Center employees are Airtel.
I don’t care - if they are in Support, Care, Billing Or any other Departments. It’s their job to listen to the customer’s problem/issue ATLEAST – even if they cannot help/resolve the same, or – even if they are Not responsible for it.

Everybody - from the Customer Care, to, Tech Supprt, to Billing, to Relationship Center associates, to Collection Agent – ALL Just claim, they don’t know, and they are NOT responsible, NOBODY IN ANY DEPARTMENT SEEMS TO HAVE ANY IDEA OF WHATS HAPPENING, I HAVE TO EXPLAIN THE SITUATION TO EVERY PERSON THAT I SPEAK WITH - EVERY TIME.
AND WORST - THEY HAVE THE AUDACITY TO TELL ME ON MY FACE - THAT, ITS NOT THEIR RESPONSABILITY OR PROBLEM. I CAN DO WHATEVER I WANT..

Does Airtel expect me to try to reach out to Airtel CEO of Airtel regarding my Issue??,
What are the Customer Care / Relationship center associates for?? Nobody is willing to take ownership of the problem, , at-least to listen to customer compliant.., this was never there in all my interactions – in the last 4 months – and was to my dismay – It was followed by utterly callous and negligent and DON’T GIVE A DAMM attitude of EVERYBODY, I have interacted.

Airtel AUNDH – PUNE, Relationship center Employees/Associates are not even willing to listen to their Customer – and blandly retort, I DONT KNOW, THATS NOT MY JOB, to anything and everything I had to say them ????


continues,
Yesterday - Tuesday - 29th APRIL,
Morning about 10, I get an SMS - from One Mr. Manoj Shinde – Mobile[protected] Who claimed to be a LAWYER for AIRTEL, informing that, there is a CASE against me, for NON Payment of Dues !!!

I called him and spoke to him, and was informed that Airtel has put a case against Me, I asked him to give me some time so I can check with Customer care.
When, I called – Customer care does not seem to know about this, I was informed that, there is a Waiver of some Amount - Due to NON service - and My Outstanding was Rs.666/-and I could Pay that amount and revert to that Lawyer informing that, Outstanding Payment was Done, and there would be no question of any Case...

I made this Payment ONLINE, , BEACUSE AIRTEL EXECUTIVE IN BILLING IN AUNDH - PUNE, Relationship center REFUSED to take my Payment. As I had explained earlier…

Now,
After paying this Rs.666/- and confirming again from Customer Care – there was NO Outstanding amount to be Paid, I contacted Your Lawyer back, and informed that, I have made the Outstanding Payment, ,

However, to my utter shock and surprise - He insisted that I MUST make a Payment of nothing less than Rs.3000 – THREE THOUSAND RUPEES, ,
Or,
I have to come to Court – Lok Adalat at Shivaji Nagar Court..

He is giving refrence of

SHIVAJI NAGAR COURT CASE – AIRTEL/APRIL 2013/12854

I tried explaining that - I have made FULL Payment of Outstanding Amount, But, He was NOT willing to listen and told me attend to Court case. His language was Rude, He cut off my Phone - twice, and Later sent me another SMS asking to Pay up.. This is literally, THREATINING, to make payment of Rs.3000/- else, there will be case and I will be fined, and etc etc..

This is nothing short of EXTORTION, , trying to INTIMIDATE people into paying an amount much more than - whatever outstanding, Despite the problem not being resolved by your end in more than 3 months...

This has been my Harrowing experience with Airtel, from last about 4 months now., , Just, for making a mistake of trying to subscribe to your Landline/Internet service..
I finally decided that, I would NOT continue to have any relationship / services from AIRTEL.
I have put a request for CLOSURE/CANCELLATION of this Landline/Broadband - AS WELL AS CLOSURE/CANCELLATION of My 4G Internet Dongle/Service.

I am not going to avail of any services of AIRTEL in future.
I am going to provide this feedback to all my friends/relatives/contact on the horrible experience and pathetic, negligent, totally Callous and DON’T CARE attitude of AIRTEL, its Employees - specially in Airtel AUNDH - PUNE, Relationship Center.