| Address: Kolkata, West Bengal, 70068 |
I am using airtel mobile connection for more than 15 years, my mobile no. Being [protected] – prepaid. I opted for one of airtel product for prepaid connection: plan 999 with life time validity. After i settled in my hometown, kolkata the connection was ported from gurgaon to kolkata (Wb) circle and the same plan continued without any change.
Recently on 27th november, 2018 i found that my outgoing call has been stopped in my mobile. I called the airtel customer care no. 121, talked to your customer service executives at three levels, 1st, 2nd and finally at the 3rd level i. E. Sr. Customer service executive. I was told that airtel has withdrawn “life time validity” and henceforth i have to recharge for validity extension with the plans available for uninterrupted service. Accordingly i had no other option, but to extend validity for continuing using my airtel mobile connection.
Since i was not happy with the reply from airtel sr. Customer service executive, i had to bring the matter to the next level i. E. Airtel nodal officer, kolkata.
The nodal officer replied by mentioning about launching of recent plans of low call rate, unlimited calls etc. Obviously these new plans are not in supersession of old plans like the one i had – rs 999 - "life time validity". Opting for any new product is absolutely the customer’s choice. He may decide to continue with the existing plan if he is happy. I was under airtel prepaid rs 999 plan (Life time validity) until 26the november, 2018 and i was happy to continue during my life time (Now 71 years of age). On my enquiry time to time (At *123#), i used to get messages that my validity is upto 2030, sometimes it said that the validity is upto 2034 etc. Are not all these “true”? May be noted that for certain section of customers e. G. Senior citizens like me, who do not need unlimited call plans, it is obvious that for them “life time validity plan” may be more suitable financially since they do not have to extend validity of their prepaid connection time to time and moreover with less nos. Of outgoing calls. I argued that the withdrawal of your “life time validity plan” (The product which was sold with certain terms and conditions) has been forced upon me, is it not justified that airtel will compensate suitably to the losing customers? I requested airtel to credit rs 999 to my airtel account as compensation and to mitigate partly my suffering.
Since the response from nodal officer could not address my complaint, finally i had to write to airtel highest level, i. E. The appellate authority. But the status remained the same and i was advised that i should accept the withdrawal of old plan without compensation and accept the changed situation for continuation of airtel mobile service.
With all these as stated above, i am lastly drawing the attention of "consumer complaints forum" for mitigating my suffering by taking up the matter appropriately with airtel so that i am suitably compensated for unilateral withdrawal of "life time validity plan" by airtel without prior intimation.
Arun kumar ghosh / [protected]@gmail.com
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