Airtel — Sim card deactivated within 60 days

Address:	Salem, Tamil Nadu
Website:	www.airtel.in/

I am Deepak, bought the Airtel sim card ([protected]) in January 2015. Currently I am in Singapore having a singtel postpaid connection. My last recharge for the above Airtel prepaid card was on[protected] and made a call on the same day to my SingTel postpaid connection (+65-8515….) As per the Airtel record it was deactivated on[protected]. But as per the airtel terms and condition it should be deactivated only if there is no usage for 90 days. But it was deactivated within 60 days. I called the customer care and sent several mail to Airtel support asked for the explanation and reactivate the same number. But all they did was keep on sending the same copy and paste mails. (As per the information from our end, I would like to inform you that the number has already been permanently disconnected on account of prechurn base from marketing on 07/08/2015.) I am having the Singtel postpaid call record details and bank recharge information for proof that the recharge and call was made on[protected]. Even I am ready to send the Singtel postpaid call record details for verification. (Service No.: 8515…. Bill Id: 0011 Local Airtime Call Charge Date Time Direction Other Party No. Duration Rate Amt before Free Bundle Amt after Free Bundle G 09 Jun 12:14 PM In [protected] 1m 00s Peak 0.15 0.00 Owning Party : 8515….) Since my bank otp’s are configured to this number, I am struggling to perform any transaction in India. It's a shame for our nation that the best service provider in India is having a worst and unfaithful customer support and service. Even the level 3 escalation point Appellate Authority is telling the same untruth story, think that I am an insane person. (Customer 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 Baskaran DS bharti airtel limited) Below is some of the mail trial for reference(On 25 September 2015 at 18:58, wrote: Dear Deepak, This is in reference to your email regarding the deactivation issue for your airtel mobile number [protected]. Basis your email, we would like to inform you that on receipt of your complaint we have checked and validated our records and established that the above mentioned number has been already recycled as the same was permanently disconnected on basis of prechurn marketing on 7th August 2015. Further, please be informed that a new number similar to the above mentioned number can be issued to you and request you to write us back in case if you wish to buy a new connection. We hope that this response has addressed your query suitably. For any queries, please do email. We will be delighted to assist you. Customers touch points: Level 1: Customer care: 121/198 & [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 Ankit Dalal bharti airtel limited From: [protected]@gmail.com To: appellate.[protected]@in.airtel.com Cc: Sent: 25/09/2015 06:25:12 PM Subject: Re: [protected] So you have not followed the 90 days policy??. Its you mistake and you have not accepted your mistake until I wanted it to be escalated. Because of you I couldn't perform transaction in India. If you can't activate the same number. I want the same sim-card to be activated with different number. from: appellate.[protected]@in.airtel.com to: [protected]@gmail.com date: 27 September 2015 at 13:53 subject: Re: [protected] mailed-by: in.airtel.com :Important mainly because of your interaction with messages in the conversation. Dear Deepak, This is with reference to your email regarding service issue for your number [protected]. I understand that delay in responding to your email has caused inconvenience to you and I thank you for your patience. I have cross verified the records and found that, the number was disconnected due to nil usage for more than 90 days on 07/08/2015. The below mentioned criteria are necessary to retain the number in active status and to avoid automatic deactivation: Services are discontinued on account of no usage for 90days, i.e. no Voice / Video call (Outgoing or Incoming) or an outgoing SMS or a Data session or usage of Value Added Services. Post 90days, if you have more than Rs.20 account balance shall be charged Rs.20 for 30 days for automatic service extension. This process will be repeated till such time the minimum amount in your account is more than Rs.20. At any point of time, if the balance is less than Rs.20 the services will be disconnected. You can get the same number reactivated within grace period of 15 days from the date of disconnection. Further, I regret to inform you that, I am unable to process your request, since the number has been recycled and allocated to some other customer. So, there is no feasibility for us to provide the same number to you. Our effort has always been to provide enhanced customer experience. Customer 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 Baskaran DS)