Airtel — Postpaid service - pathetic and irresponsible customer service

Address:	560066
Website:	Airtel.in

Airtel has been incorrectly chanrging me for 3G data services. I am post pais custonmer. Mobile no. - [protected]. As per my monthly plan, I have 270 MB 3G data. On Sep, I purchased 1 GB smartbyte through My Airtel mobile app. However, I was billed for 6 GB.

I called Airtel customer care to fix this issue so that I am billed for 1 GB data and allowed to use the same amount of data. However, they did not fix this issue. When there was no proper action based on my call, I dropped email to [protected]@airtel.in. Based on my email complaint, one executive called me but she could not fix it and told me that she will refer this issue to technical team. IThe issue was never resolved but I got an email that the ticket was closed.

I ignored this problem considering that it was one time issue and consoling myself that Airtel is going to defraud me for just few hundred rupees only. However, I was wrong. Airtel has plans to continue this fraud. They billed me for 1 GB data on Oct. I called customer care and was shouted down by one female executive that it was my fault. She told me I must have requested for this data because Airtel is faultless.

After getting this treatment, I had no other option but to make email complaint to [protected]@airtel.in. There have been more than 25 email correspondence on this issue. I escalated it to their highest level - the appellate authority - appellate.[protected]@in.airtel.com. They called me. They told me they fixed the issue. But the issue is still not fixed. I can still see the 1 GB data on my account. They verbally tell me to wait till the next billing cycle. Why should I wait? They have no explanation.

At present, my situation is I don't know how much data is available on my account. So I called CC 2 times. 2 times because I was sure they themselves don't have clarity. And bingo! I was right. Different CC executives give me different answers.

So I dropped an email to [protected]@airtel.in to verify and what answer I get. See below.

Total data available - 2109.14
How this happened? Nobody has an answer.

Now, I don't expect an answer from Airtel. Just want to make others aware that even a company of the stature of Airtel, providing good service but at a premium, can stoop to such low levels.

I am hereby putting all the email correspondence on this issue.

******************** email correspondence below **************************
To whomever it may concern:

If necessary action as per attached email [Ref21693000] was taken, then the information in below email is incorrect.

I am following up on this data issue for more than 1 month. Following up since October through phone calls to CC. Raised issue through email on 24th October. So many email correspondence done. Escalated it to Appelate authority. So many calls with CC. Today visited Airtel Kadugodi store as well.

After trying all options from my side to resolve this issue, issue still not resolved. Now I don't see any point in wasting my time in this follow up. I have more important things to do than bother for few hundred bucks.

But before dropping off this issue from my watch, I'll make sure that I highlight this on social media for as many people to notice as possible.

I won't request anybody to fix this issue anymore. Too much of wastage of my time. Twitter, facebook, mouthshut, consumercomplaints - all will be my grievance redressal mechanism now. And if required, I won't hesitate to drag this matter to consumer court.

Thank You,

Kind Regards,
Ranjeet Kumar Mandal
*****************************************************************************


Dear Ranjeet Kumar Mandal,

This is in reference to your email regarding deactivation of internet pack on your airtel mobile number [protected].

Basis our discussion on [protected], I would like to inform you that the data pack ¿1GB 4G/3G Free (post 1GB data stops)@250¿ has been deactivated. You will not receive any further charges for the concerned pack from next billing onwards.

Our effort has always been to provide enhanced customer experience, we request you to write us back, if you come across any issues in future, so that we may further follow up on the same and work towards resolving the issue.

Please do write us for any further assistance. You may also contact us at the following 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
Neeraj Prakash
bharti airtel limited


[protected]Replied Message[protected]
From: appellate.[protected]@in.airtel.com
To: [protected]@gmail.com
Sent: 03/11/2015 05:02:44 PM
Subject: Re: FWD: [|BAL|REF22021350|] [protected] - REQUEST TO RESET INTERNET QUOTA TO 270 MB
Specialist.

However, the required action has not been taken till date. I can still see the
built in quota in my account.

Kindly help me by deactivating this quota immediately.

Inline image 1

Thank You,
Kind Regards,
Ranjeet Kumar Mandal

[protected] Forwarded message[protected]
From:
Date: Mon, Nov 2, 2015 at 11:03 AM
Subject: Re: [|BAL|Ref22016693|] [protected] - REQUEST TO RESET INTERNET QUOTA
TO 270 MB
To: [protected]@gmail.com


Dear Ranjeet Kumar Mandal,

Greetings from Airtel!

This is in reference to your request regarding deactivation of internet service
on your Airtel mobile number [protected].

I would like to confirm that the active internet service Zero Rental has been
still active.

The 1 GB internet is not active in your account.

To deactivate Zero Rental pack please write us back with the line of
confirmation.

In future, if you wish to start the internet service again, simply text
INTERNET to 121(toll free) and follow the instructions.

For further queries, please do email.


Best Regards
Aruna C
Service Specialist
airtel
***************************end of email correspondence************************

Thanks,
Ranjeet