Airtel — excess bill amount generated for international roaming pack
My airtel postpaid number is [protected]. Raising this complaint as i recieved a false bill for my ir pack. Have travelled to malaysia/singapore on 21 dec 2018 and i activated the international roaming pack for 10 days for these countries. I reached india on 28 th dec 2018 itself. Ideally once i reach my base country the pack should have been deactivated since i am not travelling to malaysia again in the ten days time period. I travelled to maldives on 30 th dec 2019 for 1 day so i did not activate as there was no pack available in the webiste. Once i reached maldives airport my network was available where as my wife postpaid number was not having service so i used the data for some emergency. Later got a message after 8 hours from airtel that outgoing is barred as u have reached the limit and got a sms stating rs 63000 has been used. After returning to india on 31 dec 2019 called the customer care to get to know the details of this message i received but they did not give proper explanation and informed once bill generated we will come to know. Now received a bill of rs77828 from airtel for the call and data usage where data usage is 69 mb (63000) and charged for that.
1. When i arrived maldives my service should have been deactivated or alerted me that the international roaming pack is not applicable in maldives and should have mentioned the tariff details for calls and data but i just got a delayed sms after 3 hours of my arrival stating welcome to maldives data rates applicable at non discounted rates. As per trai consumer protection act 2015, customers should get sms immediately they are outside india on international roaming pack.in my case the service provider airtel failed to do so.
2 as informed by customer care executive when i reached india after asking the details several time got the below details, as they were not ready to tell the tarif[censored]pfront
1. [protected]@ 400rs pm
2. [protected]@50 rs
3. Data @10/kb
Not sure why these basic tariff details are hidden as i am not the first person from airtel to visit maldives. Since they know these tariff prior as a service provider they should have been intimated me through sms upon my arrival in maldives. As a customer i have the basic right to get it. These charges are hidden by airtel to make money.
3. I am ready to pay for the malaysia pack charges which i am liable for. But in case of maldives when they have failed to alert me about the service charges i am clueless in a new country to know what would be my tariff if i have to use for emergency purpose.
1. Why i was not intimated with the base tariff details when i am reaching a new country. As per trai guidelines an alert should be given to user in the form of sms on international usage about the data charges and call charges. Also after usage of every 10 mb as per trai the user should be alerted where i dint get any of that kind. Just got a sms after all my 100% percent is over. The exact tariff was not intimated when they know about this charges prior.
2. Not satisfied with the reply from nodal officer i am writing this complaint. From their side they are telling bill is correct and charges are correct and asking to pay. And nobody is giving me a complaint number when i ask them. The mail's i communicate with them is just like a private mail chain and i am sure even the appellate office will not share me the complaint number.
Also even after contacing customer if we ask for the data charges they are not telling properly. I have the proof for that as well.
With no hope i am writing this complaint as i feel i am ready to pay for the ir pack activated for malaysia but not this false data bill. Request the complaint board or trai to take strict action against these kind of false service provider and heavily charge penalty against these service provider.
[Jan 28, 2019] Airtel customer support has been notified about the posted complaint.
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