Airtel — Disconnection & Refund request for A/c No. [protected] (Fixedine no.[protected] and fixedline number[protected]

Address:

Bangalore, Karnataka

This is in regards to a cancellation request for an airtel broadband connection
That i've been chasing for a while and still hasn't been dealt with.

I applied for a broadband connection through an agent who collected the docs
After which i got a message from airtel on 25th march stating that docs have
Been received against fixedline installation order number 33362632 and
Connection will be done in 3 days and on 26th march, got another message
Stating my fixedline number as[protected].

On 30 march, i got another message saying that docs have been received against
Fixedline installation order number 33455765 and connection will be done in 3
Days. Anyways, on 31st march, a technician came to my place and got the wiring
Done after which another technician came and got the router configured. The
Fixedline number he shared with me was[protected] which was different than
What was initially sent to me by in the message by airtel[protected] .

The connection worked for 4 - 5 days after which it stopped working. I called the
Customer care and found out that there were two numbers showing on my name. One
Was pending activation[protected] and another one that was given to me by
The technician at the time of installation[protected] was on someone else's
Name and that there awere some ports issues due to which my services were
Stopped. I again called on 12th april and spoke to a supervisor manjunatha who
Said that i was issued a temporary number and since airtel has figured out that
There are some port issues, therefore they are closing my application and my
Refund amount of rs 1000 will be processed within 21 working days. Since then,
I have called airtel numerous times and have spoken to associates / supervisors
(Vishwas) and even people from cancellations (Dhanush and nandini) who have
Done nothing but beat around the bush telling me that my issue is still open
And they can't tell me when the money will be refunded and i'll have to wait
Which apparently seems a never ending wait.

If you'd like to validate, here are the various interaction id's that have been
Given to me during these calls[protected], 55072392, 55104582, 55118348.

I again called the customer care on the 4th of may and spoke to someone who
Told that his manager would call me back today but that never happened.
This is certainly not acceptable and gives one an impression o[censored]tter
Callousness and disregard for a customer.

If this was not all, to top it up, i received a call from someone asking me to
Pay the bill for this broadband connection. Airtel really has the audacity to ask
Me to pay bill for a service that i barely used for 4 days and now instead of
Getting my connection de - activated and sending me my money back, they are asking
Me to pay? Isn't that extortion??

I also escalated this to their appelate to which they wrote a very rude response to me (Mail attached) . The mail clearly stated that all my claims and grievances were fake and they were right and that i should pay them an amount of 1207. 53 asap. Here's what they wrote back:


On sun, may 31, 2015 at 9:06 am, wrote:

Dear navneet,

This is in reference to your email dated 25 - may - 2015, regarding refunds related issue on your airtel account number: [protected].

Kindly be informed that regarding your highlighted concern of refund, we have validated your account and basis of our validation we found that the account in question is not applicable for any refund.

The current outstanding amount against the account in question is rs. 1207. 53, we request to you kindly make the payment accordingly.

In case, you still continue to face any problem in this regard, please do let us know, so that, we may further follow up on the same.

Customer touch points:

Level 1: customer care: [protected]@in. Airtel.com and 121 / 198, working hours - 24 / 7.
Level 2: nodal team: nodal. [protected]@in. Airtel.com and[protected], working hours: 9:30 to 6:30, monday to friday.
Level 3: appellate authority: appellate. [protected]@in. Airtel.com and[protected], working hours: 9:30 to 6:30, monday to friday.

Please visit our website www. Airtel. In for a range of products and services.

Warm regards

Rohit dewel


Regards,
Bharti airtel limited
. . .


After this, i also escalated to trai and ombudsman with their [protected]@customercare. In address to which they responded saying the following - both emails (Mine and their response are mentioned below)

[protected] original message[protected]
From: [protected]@gmail.com
To: appellate. [protected]@in. Airtel.com
Cc: appellate. [protected]@in. Airtel.com
Sent: 31 / 05 / 2015 11:51:43 pm
Subject: fwd: airtel complaint - disconnection request for fixedline number 080 ¿[protected] refund pending

Dear ombudsman / trai authority,

I am writing this to you as both of you are the highest authorities that i can
Reach out to raise my grievance formally and i hope you will not disappoint
Me. After two agonizing months of follow ups and spending hours on phone with
Various supervisors / customer care agents followed by harassing calls and sms
Alerts to pay for something that i never used, here's the verdict i receive
From an appelate authority who is supposed to give a fair decision. After
Giving them all interaction ids of countless calls that i had with them and
Explaining them the issue with all proofs, they tell me that they've validated
My account, checked everything and that i need to pay them instead of me
Getting a refund. Well, my installation fee money seems to have added
To airtel's already huge corpus of funds but apart from this, i won't be paying
Anything else as i have not been given any services that i should be paying
For. If someone thinks that this verdict means that my options are
Exhausted, then they are mistaken because they've seen my patronage but
Definitely haven't seen how far i can go for getting justice bacause for me
It's not only a outright denial of justice but also a message that it's time
For loyal customers like us to start giving chances to new entrants who may not
Be a big brand but are atleast not disrespectful and callous to their customers
As how i have been made to feel during the last two agonizing months by
Airtel.

You will see all the details pertaining to this issue in the email trails
Below. I was given me two numbers without my consent just so airtel can let the
Connection work temporarily which a supervisor manjunatha acknowledged during
My conversation. He also confirmed that airtel is closing my application as
They are uanble to make it work so it's not my fault. If there were no ports
Available, which apparently they already knew, i should have been told about it
But they chose to take the money and then allot me a number which was pending
Activation and another one which worked for 5 days but was on someone else's
Name and stopped working after 5 days which was done without me knowing about
It. I was always interested in getting and keeping this connection but i was
Told that by manjunatha that my application has been closed as there are no
Ports available and my refund will be processed within 21 working days and
Since then several people have confirmed that my disconnection is in progress
And i will get my refund by 04 june 2015 (Interaction id[protected] . It was
Airtel's inability to provide me the services and now basis 5 days of a
Workaround, a makeshift arrangement that was made for their own benefit so i
Can be harassed and go through this agony or a full two months, i have been
Outrightly declared a liar by asking me to pay instead of giving me a refund.

I hope that this issue gets resolved here with your intervention.

Thanks & regards,
Navneet


[protected] forwarded message[protected]
From:
Date: mon, jun 1, 2015 at 10:22 am
Subject: re: fwd: airtel complaint - disconnection request for fixedline number 080 ¿[protected] refund pending
To: [protected]@gmail.com


Dear navneet,

Greetings from airtel!

This is in reference to your email dated 01 - jun - 2015, regarding waiver and delay in cancellation of your airtel account number [protected].

Please accept our sincere apologies for the inconvenience you might have faced. We value the relationship built with you and trust that one unfortunate incident will not come in the way of this association. We would like to reiterate that we share your anguish and have taken adequate measures to ensure the non - occurrence of the same in future.

Further, please be apprised that we have registered your complaint for waiver and the reference number is 56213716. We assure you that the issue would be resolved by 10:10 pm on 03 - jun - 2015 and our team will update you for the same.

Furthermore, we sincerely hope you reconsider your decision. Moreover, we have registered your request with the reference number 56214022.

Request to note that rental will be seized on the date of registering your request.

Incoming and outgoing calls would be barred within 7 days of placing the request.

Moreover, the final bill for the current bill cycle will be generated on 11 - jun - 2015 and will include the rental on a prorate basis along with usage charges.

If there is a security deposit on your account which will be adjusted towards the outstanding amount and the remaining amount, if any will be refunded through cheque within 45 days from the date the services are stopped.

Airtel appreciates your business and always welcomes your suggestions / feedback.


Regards,
Bharti airtel limited

. . .


I also got an sms on june 1st which said that the reference number for my airtel fixedline[protected] is 56214022 and my concern will be resolved in next 45 days. This is the same number that i was given to begin with and was pending activation when i escalated this issue and now instead of giving me the refund back for the connection that airtel themselves said cannot be given to me because of port issues, they have raised a cancellation request for a number that was not even activated leave apart me using it. I am getting calls and alerts three times daily to pay the amount of 1207. 53. This is nothing but harassment and i will not take this anymore.

I have lost my patience now and would want this to be resolved once and for
All and after this i'd have no alternative left but taking this up in this forum. I hope i get justice here and if i don't get respite here, i will open a facebook hate page and also take this up on twitter till someone hears my plea.

Please be aware that i do have all interactions ids and emails as documentary proofs.

Thanks,
Navneet