[Resolved]  Airtel — Illegitimate charges & harassment

Address:	New Delhi, Delhi, 110019
Website:	airtel.com

I was in the border area of india and bhutan (Jaigaon). I was charged for international roaming instead of nation roaming. When i called up the customer care they informed that its policy to charge international roaming in your own country in border area; even though you have not crossed the border. If airtel gives you the network while you are in the country they will charge, they deducted a balance of rs 800 on the same account. On my inquiry with customer care they said its legitimate and will be charged. When i asked them where the policy is displayed and if customer are informed they said we do not publish these on website and i should put efforts to learn about it from my own sources!!!

Its not about the amount but the
1. Non disclosure of policy,
2. Airtel providing the network in my own country for another country without information or permission and charging for the same
3. The harassment by ill informed customer care rep.
4. My security could be at stake as i was a lobe traveller and needed the balance on my account.

The service provider cannot make such illegitimate charges and harass its customer.

I am attaching my email exchange below with them along with my travel papers.

Thanks & regards
Upasana emmanuel
[protected]@gmail.com

Upasana emmanuel
Mar 21 (11 days ago)


To 121


Hi,

This is to complain about the incorrect charges to my account as well as lack of transparent information by my service provider.I am in jaigaon a border town in india. My phone started to cath international network which i did not opt for and deducted my balance of rs 849. When i called the customer care at 121 a domestic phone line i was informed by pawan kumar a rude, half informed and highly incompetent tl in airtel that it was because of international roaming charges.

I explaibne him that i was not in bhutan but india while this was happening but he said when our phone cathed international network we will have to pay. Inspite i switched off my phone while near the border gate but beacuse airtel choose to give me connectivity i must pay for it. Also when i asked about the policy being disclosed to the customer; he said it was not their job.

If the phone catches network even though i am in indis without goin abriad i shall pay for the charges. I called him under complaint number cbdvc[protected]. He did not care to understand and did not resolve a thing. Instead kept repating that we do not care you went or not you will pay as you ahve used the fecilities. Also i answered a call at 1pm as per him while my phone was switched off so i pay.

This is a scam and must be publicised as we would pay for services not availed and there is no action taken. At the moment i am emailinf from a jaigaon cafe and shall present all travel document and permits to show that i did not go to bhutan to be charged an internation roaming. As per airtel we have to pay even we do not go as they choose to give us the connectivity.

Such things are not disclosed to customers and harrassment is another thing from their side. I am alone travelling women and need phone for my safety and airtel with such act is putting my safety in danger by robing me of the balance to make emergency calls.


Request you to take an action. Also will file a formal complaint on my return to delhi in consumer court with all supporting documents.


Thanks & regards


[protected]@in.Airtel.com
Mar 21 (11 days ago)


To me


Dear upasana emmanuel,
Greetings from airtel!
Thank you for writing to airtel. I am unable to process your request since neither your airtel mobile number nor airtel landline number along with the std code is mentioned in your email.
Please respond with your ten digit airtel mobile number, land line number or dsl id and i would be delighted to assist you.

Best regards,
Smrutirekha panigrahi
Service specialist

Airtel


"if you are not satisfied with the resolution of your complaint, you may contact appellate authority with the sr number. Please click on http://airtel.In/applications/xm/mobileappellateauth.Jsp for appellate authority details."
This e-mail and any files transmitted with it are for the sole use of the intended recipient(S) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies and the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. The recipient acknowledges that bharti airtel limited or its subsidiaries and associated companies(Collectively "bharti airtel limited"), are unable to exercise control or ensure or guarantee the integrity of/overthe contents of the information contained in e-mail transmissions and further acknowledges that any views expressed in this message are those of the individual sender and no binding nature of the message shall be implied or assumed unless the sender does so expressly with due authority of bharti airtel limited. Before opening any attachments please check them for viruses and defects.

Upasana emmanuel
Mar 22 (10 days ago)


To 121


Hi,

My mobile number is [protected].
________________________________________
From: [protected]@in.Airtel.com
Sent: ‎21-‎03-‎2016 11:12 pm
To: [protected]@gmail.com
Subject: re: [|bal|ref27924861|] compalint againt illegitimate charges


[protected]@in.Airtel.com
Mar 23 (9 days ago)


To me


Dear customer,

This is in reference to your email regarding balance deduction for your airtel mobile number [protected].
I tried to contact your mobile number [protected], however was unable to reach you.
At the outset, we regret the inconvenience caused to you in this regard and service rendered.
At airtel, we value our customers feedback. We would like to assure you that your feedback will be used to improve our products and services to ensure that your experience with airtel is a pleasant one.
We have verified your account and noted that, an amount of rs. 733.49/- has been deducted towards data and voice usage while in international roaming on[protected].
We regret to inform you that, we are unable to refund as the charges are valid.
Dial *121*2#(Toll free) to check the balance and validity.
Thank you for choosing airtel.

Best regards,
Pavithran manhoran
Service specialist
Airtel