[Resolved]  Airtel — mismanaged the accounts and not resolving the complaint

Address:

Kolkata, 700084

My son upamanyu bhattacharya subscribed for an airtel connection for wireless internet connection using hotspot device on my behalf against a six month advance rental plan for 399 every month and paid rs. 2832/- for the service in advance before activation of the connection. He got a service number [protected] against the payment and a hotspot device. Within a month he received a bill for rs. 432/- for the connection and when contacted airtel customer care they said that the gst amount has not been paid at the time of service so he had to pay that. After long argument we sent a scan copy of the bill both to airtel customer care and airtel appellate. Next day they responded back saying that was minor mistake and they have adjusted the account. After few days they sent a text message saying a bill of rs. 2400/- was overdue and advised to pay immediately to avoid "disconnection". Again when contacted the customer care they said our payment was not clear in their system so we have to visit the store take the money back and initiate a fresh payment. We reluctantly visited the store and the store manager said that he was not aware of any such system and said after checking the system that it was an accounting problem with airtel and advised to ignore the message. On 10th of april, at around 4 in the afternoon they disconnected the connection and when we contacted the customer care they said that was for non-payment of bill. At that point we wanted to put an end to the ridiculous system and wanted to surrender the connection and demanded a refund of the un-utilised part of payment we made. Since then we went through at least 40 email correspondences and hour long telephone conversation and after a point we said we do not need any refund only disconnect the service. Airtel preferred not to listen any of our requests and continued with the process which is still going on.in that process they made us spend at least 10 hours by way of writing mails, complaining and resending all documents which besides wasting enough time for us and created enough of mental anxiety. Now my question is why airtel should not pay adequate compensation for their gross negligence in duties and failing to serve a customer against payment?