| Address: New Delhi, Delhi |
Dear Airtel Team
I have been writing to Airtel since 12-Dec-16 and the matter has been resolved yet. Moreover, today my outgoing calls have been restricted and Airtel Delhi Appellate Authority have been time and again asking time to resolve the issue and have promised to send the correct bill. Airtel has been continuously troubling me with all representatives wanting to understand and finally doing nothing to resolve the issue. They just have to reply. They are least concerned whether the customer's complaint is resolved. Moreover, in their internal chat, they record everything but while writing back to the customer, they are diplomatic and do not accept their fault. Airtel hasn't been able to send me the correct bill and my calls have been restricted. I have included my mail communication with Airtel Appellate Team for your ready reference. I think I should sue Airtel for troubling me.
Nishant Mehta
Mail to: appellate.[protected]@in.airtel.com on 16-Feb-17 @10:07 AM
Dear Airtel Appellate Team
The outgoing call facility on my phone has been restricted. I will sue you if this is not stopped immediately. You are not able to rectify the bill at your end and have been continuously troubling me. Kindly watch your actions or you may have to face the consequences.
Nishant Mehta
On Tue, Feb 14, 2017 at 8:31 PM, Nishant Mehta wrote:
Dear Sangeetha
I am unable to comprehend why the below mail sent by me at 5:52 PM was not replied to and instead I got response to my previous mail sent on 9-Feb-17.
Copy-Pasting the mail again for records:
Dear Appellate Team
This is to record our yesterday's conversation in mail which has been missed by you. I received a call from Ms. Sangeeta who told me that my STD charges are Rs. 0.5/min. for CUG and Rs. 0.6/min. for non-CUG calls. I told Ms. Sangeeta to refer to Mr. Vinay Yadav's mail wherein he had confirmed the STD charges to be Rs. 0.5/min. for all calls. She asked me to be on hold for a minute and then transferred the call to Mr. Pallav who agreed that there is a discrepancy in the bill and told me that the concerned team will forward me the correct bill in 72 hours. I also requested him to stop the reminder calls and messages on my phone because a customer should not be troubled for a fault of Airtel. He agreed to removed this and apologised for the inconvenience.
Regards
Nishant Mehta
On Feb 14, 2017 7:32 PM, wrote:
Dear Nishant Mehta,
Greetings from Airtel!
This is in reference to your email regarding billing issue for your Airtel mobile number.
As discussed, I have escalated your issue to the concerned department and our team is working to resolve your concern at the earliest. One of our resolution specialists will update you on the status of your complaint within 72 hours. We appreciate your cooperation till such time.
Thanks for reaching out to us.
Yours sincerely
Sangeetha Lakshma
bharti airtel limited
[protected]Replied Message[protected] From: appellate.[protected]@in.airtel.com To:
Sent: 09/02/2017 02:09:14 PM
Subject: Re: [|BAL|REF41874702|] BILLING ISSUES
Dear Nishant Mehta,
This is in reference to your email enquiring about the bill plan of your airtel mobile number . Basis our discussion on, I would like to inform you that I am escalating your issue to the concerned department and they will get back to you within 72 working hours with an update. I regret the inconvenience caused in this regards. Thank you for your understanding. For further queries, please do email.
Customers touch points:
Level 1: Customer care: 121/198 and [protected]@in.airtel.com, working hours - 24/7.
Level 2: Nodal Team: nodalofficer.[protected]@in.airtel.com and ([protected]), working hours: 9:30 AM to 6:30 PM, Monday to Friday.
Level 3: Appellate Authority: appellate.[protected]@in.airtel.com and ([protected]), working hours: 9:30 AM to 6:30 PM, Monday to Friday.
Please visit our website www.airtel.in for a range of products and services. Yours sincerely
AANCHAL MANCHANDA
bharti airtel limited
[protected]Original Message[protected]
From: To: appellate.[protected]@in.airtel.com
Cc:
Sent: 08/02/2017 06:13:27 PM
Subject: Re: [|BAL|Ref41874702|] BILLING ISSUES
Dear Vinay
You called me up today. I have summarised the discussion, as everything was not mentioned by you in your mail.
1. The call charges mentioned by you on call yesterday were different from the one mentioned in mail for which you apologised.
2. The call charges mentioned by Airtel executive on mail dated 12-Jan-17 were different from the one specified by you in mail were different for which you apologised.
3. I have requested the intervention of a senior appellate authority in yesterday's mail. No action on that and no talk regarding the same.
4. Have not received the corrected bill till date, as promised time and again, beginning from 12-Dec-16. Will be waiting for the same.
5. You also confirmed that you will be listening to the recorded conversations for the calls made on my number to understand the issue and will resolve this. You have not mentioned the same in your email.
I would request you to listen to the recorded conversations, as mentioned by you rather than calling me and disturbing me time and again and resolve the issue by sending the correct bill, as promised earlier. Moreover, I would request that if I need to be called, a Senior Airtel Authority in a position to take action (who also can deliver when committed something) should call me.
Fed up of your calls
Nishant Mehta
[protected]Original Message[protected]
From: HYPERLINK "mailto:
To: HYPERLINK "mailto:appellate.[protected]@in.airtel.com"appellate.[protected]@in.airtel.com
Cc: HYPERLINK "mailto:[protected]@airtel.com"[protected]@airtel.com;HYPERLINK "mailto:nodal.[protected]@in.airtel.com"nodal.[protected]@in.airtel.com
Sent: 07/02/2017 12:11:36 PM
Subject: Re: RE: RE: RE: RE: RE: [|BAL|Ref41537516|] BILLING ISSUES
Dear Airtel Team
It has been around 2 months and still I haven't received the correct invoice from your side, as promised. Moreover, I am receiving reminder messages (screenshot attached) from your side with service disruption warning. I regret to inform you that your team is not efficient that they are not able to send correct bill in 2 months. You are consistently troubling the customer for a fault of yours. Is this the kind of service customer should expect from you?
Nishant Mehta
On Feb 2, 2017 4:38 PM, "Nishant Mehta" wrote:
Dear Prabhleen
We talked on this. The invoice is not correct. Moreover, you do not include the discussion on phone in customer's revert mail. But you include the same on your internal office chat. Hence, I feel that Airtel is not fair and transparent in it's communication. The same is the case with the bill sent by you.
I will be waiting for the correct invoice, as promised by you. Once received, I will be able to pay the bill.
Thanks & Regards
Nishant Mehta
Was this information helpful?
This in reference to several complaints to AIRTEL, many of which have been marked as resolved in my airtel app.
Few of these complaint numbers on are: 77461694, 77434792, 77350120, 50093173, 50074146, 50035389, 49888925, 49915771.
It has been more than a week that I am without any 4G network. Airtel customer care as well as executives from nodal office and appellate confirmed that AIRTEL backend, by mistake, deactivated my 4G access.
But no one has yet been able to get the back-end activate my 4G services. Each time each executive gives me the same assurance- "by today evening, your 4G service will ge reactivated.
This kind of customer service leaves me no choice but to shift to some other network service provider that offers prompt resolution to issues faced by customers.
I have more than 26 GB internet left unused; but you will definitely charge me full without offering any service. This is also a model case that can easily go to consumer court.