[Resolved]  Airtel — Network & billing

Address:	New Delhi, Delhi, 110013
Website:	www.airtel.in

#1: Billing error in my current bill that I detected and explained to your call center staff. Airtel has still not explained why there was a billing error in the first place. Also, wrong communication given by your call center agent regarding payment amount due. Which is why I've made 2 separate payments for the same bill ensuring there are no outstandings against my bill. Airtel still cannot explain why the billing error occurred, except just offering an apology! Poor integrity of Airtel exposing it's vulnerability to long-term customers, like me.. followed by Airtel's ignorance of resolving this issue of explaning why such an error occurred!! Very poor capability & capacity of your people and systems!!

#2: Network error not properly recorded by your call center agent. I still face a voice & data network error at my registered billing address. The SR # 75413790 was opened and finally closed without even informing me of the correct resolution. Wrong resolution w.r.t. changing my mobile phone was given via sms & no effort made to check the network (voice & data) errors at my billing address. Still the SR was closed by Airtel! Proof of improper resolution already shared on email with Airtel. Complete unprofessional attitude by Airtel with misguided communication to it's customer!!

#3: Promise of "50% rental waiver" made on 18-April. I've even shared proof of this message on email to Airtel... still Airtel chooses to ignore this! Where is my rental waiver? Unethical for Airtel to ignore it's own misgivings!

#4: Request for connection cancellation... your own retention team (Kumud) requests me to hold-on to my connection cancellation request to resolve the above 3 errors. I comply. What does Airtel do... it goes ahead and suspends my connection without even informing me! So, who asked the customer to exhibit patience & not canceling the connection, Airtel or somebody else? A new level of professionalism by Airtel, it seems!!

#5: Connection reinstated by Airtel on grounds of promise to resolve issues mentioned above (#1, #2, #3). All Airtel SMS's on free rental waiver, change of handset shared with Airtel team via email. Still, no resolution provided Airtel. Once again promises made to the customer, failed to deliver!!

#6: Multiple calls made by Airtel to the customer, repeatedly asking for issues already stated above. As your customer, I've taken the pains of explaining all the above issues atleast 10 times to 10 different Airtel employees across Call Center, Retention, Appellate & National Escalation team. Inspite of this, Airtel employees call me to help them explain / understand all the above mentioned issues. Don't you have any system wherein you can validate customer issues!! Multiple counts of customer harassment done repeatedly to prove Airtel's point of just following their policies of calling the customer to know the issues better!! How callous and unprofessional... didn't Airtel have enough documentation already!! Poor example of integrity showcased by Airtel!!

#7: Incomplete references to my overall connection issues... even made today. You can see for yourself, basis Dimple Sharma's email below. This is unprofessional, unethical & truly condescending as an attitude towards customer service. Improper or excessive use of authority on your long-term customer... this is not the right thing to do in any business or service relationship!!

I've more than enough reasons to now call this "lack of services provided/rendered inspite of payments made in full". I seek for grievance redressal through a separate channel with Airtel co-operating on this. As horrible it is for me, I seek alternative channels of redressal.