Airtel — no response on dth service after trai guidelines and roll out of plans from 1st feb 2019.

Ajitchaudhary

from Surat, Gujarat

Address:

Vadodara, Gujarat, 390023

Dear sir/madam,

It is heartening to note that airtel dth service provider is not activating new plans as per customer's choice evenafter it had been submitted to them well in advance i. E. Before 31.01.2019.

Moreover, they have blacked out the tv not even giving ftas.

When the customer care is contacted they are insisting upon recharging the account which no longer exist after 01.02.2019.

In my case my customer id is [protected]-001, i was having account with monthly outgo of ₹918. I had recharged it thrice with ₹200 on 15/01, 21/01 & 22/01. They had disrupted service in between number of times. When asked about new plans they give random dates, the current date given is of 7th feb 2019.

My submission to trai is as follows;
A) as declared by trai, customer's tv must not be blacked out after 01.02.2019.
B) if service providers are not in a position to implement the guidelines it is their fault. Why should customer suffer?
C) after 01.02.2019 why airtel is insisting on recharge of an account against old plans?
D) this practice adopted by the service providers is not fair to squash out money in wake of activation of new plan as per trai's guidelines
E) stern actions to be taken against such service providers who are following guidelines.

With above submissions, i have made up my mind not to recharge my account against old plan unless new plan is activated.

I also demand that my tv must not be blacked out by airtel and ftas must be started without any delay/at once.

I hope the actions shall be taken in positive direction to keep the customer's complaint and difficulties in mind.

Regards,
Ajitsingh chaudhary
Customer id : [protected]-001.

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Airtel customer support has been notified about the posted complaint.

Feb 07, 2019

Updated by Ajitchaudhary As promised by Airtel that on 07.02.2019 new plan will be activated and will inform accordingly to recharge my account with revised monthly outgo.
They have neither activated the new plan as chosen by me nor continued the services of FTAs.
My TV is blacked out from 05.02.2019.

I think the service provider is making fun of the customers.

My TV services to be restored immediately as per TRAI's guidelines.

I insist that stern action to be taken to protect consumers.

Regards,
Ajitsingh Chaudhary.

Feb 07, 2019

Updated by Ajitchaudhary Pursuant to my update on complaint, Airtel has not yet informed me regarding activation of my new plan.

However to save their face from violation of TRAI' guidelines they have started a very few of the FTAs ( Mainly of DD).

This is not an amicable solution to my specific issue.

It must be addressed in totality without wasting much of the time.

Once Airtel formally informs activation of new chosen plan with monthly charges, I shall recharge my accordingly. The account must not show any outstanding as on date since Airtel maintain the account not the customer. They may show any amount as outstanding against my account and ask me to pay for further processing of the account. This practice is usually done by the service providers to establish that customer is not fulfilling requirements for activation of new plan.

I hope Airtel shall activate my chosen plan at the earliest and inform accordingly for recharging my account against new activated plan.

Regards,
Ajitsingh Chaudhary.

Feb 08, 2019

Updated by Ajitchaudhary My new chosen plan as per TRAI's guidelines is not activated on my TV and surprising to note that my account balance today shown as - ₹141 for keeping my TV services interrupted from 01.02.2019

Now following is the SMS received from Airtel stating my account status as on 13.01.2019.

Customer ID:[protected], A/C Balance:Rs79.96, Validity:14-JAN-2019, Plan:Infinity 12 Month ARP, Monthly Charges(Rs918), Primary Base Pack(Rs550), Secondary Base packs (Rs275), TopUp(Rs93), Last Recharge amount/Date:Rs200, 12-SEP-2018, Connections:2

On 15/01/2019 I had recharged my account with ₹ 200, similar recharges were made on 21/01 & 22/01 for ₹200 each time. Additional recharge was done of Rs.50 on 04.02.2019 by Airtel official upon my complaint.

This all recharges totalling to ₹650 plus account balance on 13.01.2019 of ₹77, it sums up to ₹727/- . Now looking to the simple arithmetic based on monthly plan of ₹918, my DTH services for 21 days since 13.01.2019 must have been provided by the Airtel.

But it is very unfortunate to state that Airtel not only has stopped my services in between number of times but has not activated my new chosen plan as per TRAI's guidelines.

Today on 08.02.2019, Airtel has not yet implemented the new plan and continue to debit my account balance as per old plan which is supposed to be non-existence after 01.02.2019.

This type of harassment of the customer to be stopped immediately wherein customer is not at any fault, It is Airtel who are not in a position to activate new plans.

It is therefore requested to take up such issues with Airtel who has defaulted in implementation of TRAI's guidelines timely at the same time penalizing customers with higher amount without providing services.

Regards,
Ajitsingh Chaudhary.

Feb 08, 2019

Updated by Ajitchaudhary Airtel's so called "Platinum Customer Care Service" is the worst I have come across so far. They respond to customers ruthlessly. Giving false dates for activation of the new plans. Today I talked to one of their customer care specialist executive Mr. Niraj, he has given a date of 10.02.2019.

What type of drama Airtel is playing with their customers i am unable to think.

When no plan is activated against my account and services are stopped, they continue to debit my account with old plan rates. This is entirely unlawful and to be taken up seriously by TRAI.

Such a hopeless service provider i have never experienced.

The series of complaints and follow up customer care seems to be futile. I think Airtel has been given rights to take fullest advantage of the situation.

Requested to intervene at the earlier and streamline the implementation of TRAI's order by Airtel.

Regards,
Ajitsingh Chaudhary.

Feb 08, 2019

Updated by Ajitchaudhary Let me put up the Airtel's eighth wonder of the world.the recent SMS received from Airtel for my account is as follow;

Customer ID: [protected], A/C Balance:Rs.-141.04, Current Monthly Charges(Rs.3566.85), Validity:05-FEB-2019, Last Recharge Date/amount: 22-JAN-2019/Rs.200, No. of connections: 2

They have calculated monthly charges of Rs.3566.85 for my new plan of 130 odd channels including 40 FTAs. It means I have selected 90 channels each costing me Rs.40/ months.

It is far from reality, I had selected a plan which was costing around Rs.340/month. Now it's clear from Airtel's SMS that they don't want their customers. They are making fun of the customer. It must be stopped immediately.

Regards,
Ajitsingh Chaudhary.

Feb 13, 2019

Updated by Ajitchaudhary With reference to your mail and subsequent discussion held today with your "Customer Platinum Care", I am not at all happy with the solution provided by meager waiver of Rs. 150 to my account.
It must be Rs. 250 as Airtel imposed unilaterally a pack of Rs. 3556.85/month in lieu of my selected pack. Refer below the SMS recieved from Airtel:

Customer ID: [protected], A/C Balance:Rs.-141.04, Current Monthly Charges(Rs.3566.85), Validity:05-FEB-2019, Last Recharge Date/amount: 22-JAN-2019/Rs.200, No. of connections: 2

Based on above SMS, Airtel debited my account for Rs.125 on first day and 2nd day it shower Rs.250. Needless to state that during these days services were stopped giving reasons of low balance. On 3rd day after lot of deliberation with Airtel, new plan was activated. Subse went day i.e. 10.02.2019 my account showed Rs.265 as outstanding which means my new activated plan is costing Rs. 15 per day. The discussion with your customer care specialist continued for correction of outstanding amount.

By persistent efforts of daily discussions with "care specialist" today Airtel "👌generously" waived Rs. 150 in my account again with stoppage of my new activated plan's services.

I am unable to understand what type of game Airtel is playing with their customers. With no fault of customer unnecessarily harrasing them by stoppage of services.

With above my submission is as follow;

A) If Airtel is not in a position to implement TRAI's guidelines from 01.02.2019 why should customers suffer?
B) How Airtel can impose a plan of its choice on customer who had already given his choice well in advance?

C) When it is for sure that Airtel had made the mistake why it is taking so much of time in accepting and resolving?

If my issue is not resolved of account outstanding correction amicably i shall be constrained to complaint to TRAI and make this matter live to Social Media. Let public know how rudely Airtel behaves with their customers.

Needless to state that my services as per new selected plan must be restored immediately with correction of outstanding amount.Once it is done satisfactorily I will recharge my account.

Ajitsingh Chaudhary,
Customer ID [protected]-001.
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Feb 13, 2019

Updated by Ajitchaudhary No response from Airtel is received so far on my update on long pending issue/complaint.

Needless to state that they have stopped services of my new chosen planfrom 12.02.2019

Requested to intervene to resolve this issue amicably at the earliest.

Regards,
Ajitsingh Chaudhary.