Airtel — misguided by providing wrong information

Address:

Sambhal, Uttar Pradesh, 244412

We got a call from airtel customer care [from [protected]] on 4/11/2017 at 12:13 pm that if we recharge our airtel digital tv (Id: [protected]) with rs.1199/- then we will get 12 months extension of our plan (Value prime kids). We recharged with 1199/- on the same day at 1:15 pm but sorry to say that we received a sms at 1:20 pm that airtel has changed our base pack to "ultd tv 12 m gec+reg csd pack" in which we can see only free to air channels.

We lodged a complaint to airtel customer care [[protected]] on 6/11/2017 regarding this matter and they said it will be resolved within 24 hrs (Reference no.:[protected] but no resolution even after 48 hrs.
Then we lodged a written complaint on airtel website on 8/11/2017 at 12:30 pm (Reference no.: dt[protected].

We got a call from airtel customer care ([protected]) on 8/11/2017 at 2:54 pm that this problem occurred due to wrong information conveyed to us from airtel customer care executive; now if we want our previous pack we have to pay more to airtel!!!

Our question is that who is at fault for it: airtel customer care or we?
And for airtel customer care executive mistake why we will have to suffer?

Please help us in resolving our problem in either way:
1) airtel change our base pack to value prime kids 12 months validity as they promised
Or
2) full refund of our money along with compensation for misguiding us!!!

Thanks.

Dr. Himanshu varshney
[protected]