Airtel — Incorrect bill for Airtel Fixedline account

Dear Sir/Madam,

I availed a new stream fiber broadband fixedline connection on October 4, 2021 in Bhopal with the following account informations:
DSL number:[protected]_dsl
landline number: [protected]
account number: [protected]
The plan costs Rs 2828 for three months (Oct-Dec) which was paid by me on October 4. At that time I was informed by the agent that after expiry of the plan I would get a call for renew/change of plan. After expiry of the plan (Jan 3, 2022) I did not receive any call from Airtel regarding either until January 15, 2022.

On January 15 I received calls from the following Airtel customer support numbers for renewing the connection: [protected], [protected], [protected]. They said that my plan had ended and asked whether I would like to renew. Since I left the city, I asked them to discontinue. But they suggested, instead of disconnection, I can keep the connection on hold for three months without pay. So, I agreed to put it on hold for three months.

From February 7, 2022 onwards, I started receiving calls and messages to pay Rs 349.74 . We explained each of them as written above. Suddenly on February 11, 2022 the bill raised to Rs 828.64 and the number of calls from customer support increased to pay the bill.

Very recently I came to know the following from Airtel customer care representatives. After my Rs 2828 plan was over, a plan of Rs 799 was activated followed by another plan of Rs 499 from January 15 (the day I put the connection on hold). Either of these plan changes were initiated without my consent. All of these communications happened over phone and those were not recorded by me. As you can understand, there is no evidence of my claims other than the call recordings by the Airtel support. I have asked multiple times to check the call recording of Jan 15. Instead they kept on calling me six-seven times a day.

An important point to note, mentioned by the Airtel representatives that they have the authority to make any change in the plan upon customers' request without direct action from the customer side. Let me point a flaw in this system. Since the action is taken by the representative, if there is any human error (intentionally or unintentionally) caused by them, the customer is bound to pay the price. Moreover, the customer would never have any evidence to present their case.

I have attached the related documents along with this complaint. It was very disturbing for me to get so many calls at my office hour despite explaining countless times. It has crossed all level of decency. I would request you take necessary action to stop this harassment.

Thanks and Regards,
Avaya Pal
email id: channdann.[protected]@gmail.com
contact number: [protected]