Airtel — service problem with corporate customer

Address:

Ahmedabad, Gujarat, 382445

Please note that we have been facing number of issues with the services of Bharti Airtel for more than 15 months.
Many times we have communicated to different representatives of BHARTI AIRTEL but we are unable to get solution for the issues
On the other side Bharti Airtel has disconnected our services without attending and solving the issues
This is the second time in last 1 week time that Bharti Airtel has disconnected our services.
This is purely illegal and amounts to deficiency in services

Our Payments made towards CUG Connection Bills have been misappropriated by Bharti Airtel.
Please note that when the customer is making payment towards any particular Invoice, the recipient cannot adjust the said payment against any other outstanding.
There are number of judgements from various courts in this regards.

It is very evident from the trailing points that Bharti Airtel has failed to provide PROPER CUSTOMER CARE AND there is a deficiency in the service.
This is therefore high time to end this long lasting relationship which requires ONLY Payments without attending to genuine issues.
Please depute some VERY SENIOR PERSON from your side with whom we can workout final amount payable after deducting legitimate wrongly billed figures and provide us NOC to PORT all our connections immediately

For the ready reference of the pending issues I am narrating some of the issues once again hereunder. Please note that I can provide number of further communications but I have mentioned only few of them.

POOR CONNECTIVITY

We have intimated many of your representatives about having very poor connectivity, call drop etc across Ahmedabad City as well as our other offices at Mumbai & Navi Mumbai.

Refer our mail dated 11.04.2017 which states as under :-
In spite of my many verbal and written communication, it is surprising to observe that so far as network connectivity is concerned, no improvement is made by now.

This leads to understand that at Bharti Airtel, either the old Corporate clients are of no value

I came to know that Yasar Pathan has left but till date I am not aware of any other name
Under the current scenario when all other service providers are making number of changes plus offering mouth-watering rates, Airtel is just avoiding those clients who are with them for last more than 7 years.
We are currently using CUG Connections + Data Cards + WiFi Dongles + PRI Lines + Broad band from Airtel
Simultaneously we have connections from other service providers and there we are attended in hourly basis

I hope there exists some CUSTOMER CARE at Airtel

Refer our mail dated 19.07.2017 which states as under :-
It has been observed that since last many days we are facing very poor connectivity on our mobile as well as dongles
Instead of 4G signals we get only 2G connectivity for data and for voice calls number of times we have to face Call Drop and number of times we get “No Mobile Network”
This problem is not only at one particular place. Across Ahmedabad we have faced this issue many times and this need to be improved on priority basis

Refer our mail dated 19.08.2017 which states as under :-

We are having
CUG Connection 29 Nos
Data Cards 15 Nos
PRI Lines 2 Nos
Broad Band Connection 1 No

We have been customers of Bharti Airtel since 2007-08 and It has been observed that since last more than six months we are facing very poor connectivity on our mobile as well as dongles
Instead of 4G signals we get only 2G connectivity for data and for voice calls number of times we have to face Call Drop and number of times we get “No Mobile Network”
This problem is not only at our office premises.

Across Ahmedabad we have faced this issue many times and this need to be improved on priority basis

It is also reported that all our senior managers are facing the connectivity problem at their residence also.
For particular checking, my residence address is given hereunder :-

Ketan Shah
183, Vibhusha Bunglows, Opp Homeopathic College, Kabir Enclave Lane, Bopal-Ghuma Road, Ahmedabad 380058

Apart from this, at my residence, a repeater was installed in the year 2008 for which the then officer Miss Jaya Oberoi had agreed to pay some rent and I was told that it will be credited to my personal number. This rent was never got credited nor I got any payment and the repeater was in function till 2013. Since there was no solution to payment of rent, I had switched off the repeater. However some officer of Bharti Airtel named Ashish Tawakley hired my property where the repeater was installed. When they vacated the premises the instrument/Antena sort of thing which was installed at the tarrace was removed however, the cable and repeater’s, ground level instrument is still lying there.

I would like to bring to your notice that though we are not getting 4G connectivity, we are billed for the same and in view of the GST coming up, we had to pay all bills which were kept on hold for payment on account of connectivity issues. Now the problem of connectivity has been seriously considered by my top management and I am directed to get improvements from Bharti Airtel within 10-15 days or switch to Reliance JIO for all possible services.

I hope in the interest of the long business association, you will take necessary steps on emergency basis

Refer our mail dated 20.09.2017 stating as under :-
Please update the current status in respect of :-
1. Bills with our Correct GST No 24AAACP2503N1ZM
2. Connectivity issues at our Vatva Office, Vashi Navi Mumbai Office
3. Connectivity issues and call drops at number of locations across Ahmedabad City as well as on the Ring Road
Credit / Adjustment in respect of 4g Data Cards which are not working as should be

Again upon raising the complain to Mr Surendra Baghel upon mentioning that you have not received any complain in respect of poor connectivity, we had drawn your attention to the mail dated 19.07.2017 staing as under :-

Dear Surendra/Amit pl see below 2 mail & respond immediately

As per talk you are saying you have not received complain for connectivity
I think you are not looking customer complain . our GM is already send mail..

Major problem at Maningar Gordhanwadi tekra & P.T.collage Paldi & Bopal as per details given in mail

Refer our Mail dated 29.03.2018 which states as under :-
We discussed on following issues and not only the one you have mentioned
1. Connectivity issue at our offices at Vashi Navi Mumbai as well as Nariman Point Mumbai
a. 207, Thacker Towers, Sector 17, Vashi, Navi Mumbai [Contact Hemant Bhardwaj]
b. 26, Maker Chambers-VI, Nariman Point, Mumbai [Contact : Ajay Borwankar]
2. Connectivity issue at Vatva
3. Non availability of Conference Call facility on our CUG Mobiles
4. Non availability of Invoice dated 9th July 2017 for the CUG Mobiles with our proper GST Number i.e. 24AAACP2503N1ZM
5. Non availability of ITC Credit on GST charged to us for the months of Jul-17, Aug-17 & Sep-17
6. Reversal of Charges wrongly billed to us for last many months on our 5 Nos Data Cards
7. Confirmation of No Billing on all Data Cards as the services are

NON-AVAILABILITY OF GST CREDIT

Refer our e-mail dated 19.03.2018 wherein we have mentioned as under :-

I refer to various communication in respect of mentioning our GST Number on all the Invoices from Bharti Airtel Limited.
Since there was no mention of GST Number in the Invoices for the month of July to Sept 17, we had to hold the payment of your bills
Later we were provided with the bills having our Company’s GST Numbers but CUG Bill for the month of July 17 is not yet received

Since last few months, I have been getting the Invoices with GST Numbers and we have been paying the Bills in good faith.

It was surprising to notice that Bharti Airtel has not submitted their GST Returns for July to Sept with our company’s GST Number. We have verified GST Portal and have noticed that we are not getting our legitimate Input Tax Credit just because of the fault of Bharti Airtel.

This is not at all acceptable.

Please treat this mail seriously and ensure that the necessary rectifications are made on the GST Portal to enable us the Tax Credit
We shall hold all payment to the extent of loss of tax credit till you implement the corrections
Refer our e-mail dated 20.03.2018 wherein we have provided the bills on which we had not received GST Credit :-

Type Relationship No Period Bill No Date Amount Taxable Value CGST SGST
From To
BROADBAND [protected] 02-Jun-17 01-Jul-17 [protected] 05-Jul-17 3, 008.00 2, 549.00 229.00 230.00
PRI [protected] 02-Jun-17 01-Jul-17 [protected] 05-Jul-17 17, 839.00 15, 117.00 1, 361.00 1, 361.00
CUG [protected] 08-Jun-17 07-Jul-17 [protected] 09-Jul-17 16, 464.00 13, 952.00 1, 255.00 1, 256.00
DATA CARD [protected] 11-Jun-17 10-Jul-17 [protected] 12-Jul-17 12, 449.00 10, 550.00 950.00 949.00
BROADBAND [protected] 02-Jul-17 01-Aug-17 [protected] 04-Aug-17 3, 008.00 2, 549.00 230.00 229.00
PRI [protected] 02-Jul-17 01-Aug-17 [protected] 04-Aug-17 15, 979.00 13, 541.00 1, 219.00 1, 219.00
CUG [protected] 08-Jul-17 07-Aug-17 [protected] 09-Aug-17 17, 924.00 15, 190.00 1, 367.00 1, 367.00
DATA CARD [protected] 11-Jul-17 10-Aug-17 [protected] 12-Aug-17 12, 449.00 10, 550.00 950.00 949.00
BROADBAND [protected] 02-Aug-17 01-Sep-17 [protected] 03-Sep-17 3, 008.00 2, 549.00 229.00 230.00
PRI [protected] 02-Aug-17 01-Sep-17 [protected] 03-Sep-17 16, 991.00 14, 399.00 1, 296.00 1, 296.00
CUG [protected] 08-Aug-17 07-Sep-17 [protected] 09-Sep-17 17, 796.00 15, 082.00 1, 357.00 1, 357.00
DATA CARD [protected] 11-Aug-17 10-Sep-17 [protected] 12-Sep-17 12, 449.00 10, 550.00 950.00 949.00

Please note that a sum of 22, 785/- has been lost by us on account of pure negligence from the Bharti Airtel.

MISAPPROPRIATION OF PAYMENTS MADE

We have made CUG Payments against all your various bills as under.

Bill No Date Amount Cheque No Amount
[protected] 09.11.2017 16, 425.54 354781 16, 426.00 Citi Bank
[protected] 09.12.2017 14, 935.14 354804 14, 935.00 Citi Bank
[protected] 09.01.2018 15, 264.57 354811 15, 264.00 Citi Bank
[protected] 09.02.2018 11, 759.90 354885 11, 760.00 Citi Bank
[protected] 09.03.2018 11, 226.73 354917 11, 226.00 Citi Bank 15.06.2018
[protected] 09.04.2018 17, 183.67 354918 17, 184.00 Citi Bank 15.06.2018

There is no communication from your side that the misappropriation has been rectified at your end

NO CONNECTIVITY FOR DATA CARDS

Refer our number of mails and personal / telephonic discussion with your representatives Amit Khavadiya as well as Kalpesh Revar, whereby we had conveyed that some of our datacards connections are not having connectivity and even though Bharti Airtel has raised Bills for number of months without solving the issue of connectivity.

Refer our mail dated 18.03.2017 which states as under :-

As you are aware, we have obtained 4G data card and wifi hotspot connections as listed hereunder
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]

Since last few weeks it is observed that any dongle or hot spot is not providing proper connectivity at any location
This has not to do with location but the speed what we are getting is not even equal to 3G speed

It may also be noted that since last more than one month we are also facing connectivity issue on our Airtel Broadband Connection No 40371713
Number of repeated complains as well as number of telephonic calls and visits by your various representatives has NOT RESOLVED the issue till today

This is a very serious matter and especially during March if this issue continues, I am instructed by Top Management to switch to other Service Provider – For all CUG Mobiles + Data Cards + PRI + Broadband

Kindly therefor organise to rectify the situation at the earliest

We had provided Data Card Numbers vide our mail dated 30.01.2018 as under :-

DATA CARD NUMBERS WHERE CONNECTIVITY IS NOT THERE. WE HAVE COMPLAINED MANY TIMES. AND WE ARE UNNECESSORILY BILLED FOR 650/- PER MONTH PLUS TAX FOR LAST MORE THEN 6 MONTHS

[protected] TERMINATE REQUEST WAS SENT
[protected]
[protected]
[protected]
[protected] terminate
[protected]
[protected]
[protected]
[protected]

Without providing genuine due credit to the bills raised wrongly, the payments made against other services were adjusted against this data cards bills wrongly and lastly the services were disconnected upon our insistence.

EXORBITANTLY HIGH INVOICE

It is surprising to notice that you have generated a Bill for one of our CUG number which is exorbitantly very high and apparently not genuine. For our Mobile Number [protected] we had requested to activate super saver Smart Pack, International Roaming @ 3999 - 30 days pack - Zone C w.e.f. 03.04.2018 according to the confirmation mail received from Bharti Airtel the said pack will be auto renewed if International Roaming services are utilised in any of the covered countries.

It is observed that instead of renewing the aid pack you have charged us Rs.999/- daily on 17.04.2018, 18.04.2018, 19.04.2018, 21.04.2018, 22.04.2018 & 25.04.2018 under the pack named “international roaming daily limit pack [protected]@999 nrc” which is wrong. When our request for 30 days pack was in existence, why an additional charge of 999/- has been billed to us.
On the other side even after charging Rs. 9643/- for variety of packs wrongly, Bharti Airtel has billed us additional 21369.27 towards the usage

There is absolutely no justification for the billing.