Airtel — formal complaint regarding non-functioning airtel international roaming pack and lack of customer support

I am writing to formally raise a complaint regarding the unsatisfactory experience I had with Airtel International Roaming (IR) pack purchased for my postpaid phone number [protected]. The INR 2999 pack, which was valid for 10 days, ceased to function properly after the first 5 days, and I did not receive any support from the Airtel team despite their claim of 24x7 customer assistance.
Issue Details:
1. IR Pack Purchase and Validity:
o IR pack purchased for INR 2999, valid for 10 days, intended to cover my travel from 15th May to 23rd May 2024.
2. Service Interruption:
o On 20th May 2024, while traveling from Geneva, Switzerland to Paris, France, the IR service stopped working after arriving in Paris around 12 pm local time.
o I received the message "Insert SIM card to access network services" and was unable to use the IR services thereafter.
3. Lack of Support:
o I attempted to contact the Airtel support team via WhatsApp on Airtel Cares, but received no immediate reply or assistance.
o The issue was escalated but remained unresolved throughout my trip.
4. Impact:
o This interruption caused significant inconvenience and disrupted my personal visit to France, Switzerland, and Dubai.
5. Post-Travel Complaint:
o Upon returning to India on 24th May 2024, I raised the issue with the Appellate Team in writing and followed up thrice.
o Despite these efforts, the only response received was a partial refund of INR 359 on 12th June 2024, without addressing the root cause or providing a satisfactory resolution.
Sequence of Events:
• 15th May – 23rd May 2024: IR pack purchased and used during my international travel.
• 20th May 2024: Service disruption upon reaching Paris at 12 pm local time.
• 24th May 2024: Returned to India and raised a complaint with the Appellate Team.
• 12th June 2024: Received a partial refund of INR 359 without a proper resolution.
Complaint:
The failure of the IR pack to function as promised, combined with the lack of effective customer support, is unacceptable. The claim of 24x7 customer support is misleading, as I did not receive the necessary assistance during my trip.
Request for Resolution:
1. Full Refund: I request a full refund of the INR 2999 paid for the IR pack, as the service did not function for the promised duration.
2. Investigation and Resolution: An investigation into the lack of support provided and why the issue was not resolved despite multiple attempts to seek assistance.
3. Compensation for Inconvenience: Considering the significant inconvenience and disruption caused during my trip, I request appropriate compensation for the hassle experienced.

I look forward to a prompt and satisfactory resolution to this matter. Kindly acknowledge receipt of this complaint and inform me of the steps being taken to address the issues raised.

Thank you for your immediate attention to this matter.