Airtel — verification officer took photo of my passport on his personal phone

lakshmigopinathan

from Pune, Maharashtra

Address:

400703

I purchased a broadbband connection on sep 21, 2017 (Sim number [protected]) from airtel store at arenja corner, sector 17, vashi, navi mumbai. I submitted photocopy of my passport and pan card and showed original for verification. I was told that there will be a surprise verification at my residence. At 9.15 am today (Sep 22, 2017), a man came to my flat. He said he was from airtel and asked for my id proof. His general tone was very rude. I gave him my passport and he immediately took photos of it on his personal phone. I was surprised and asked him for his id proof. He showed me his airtel id. When i started to take photo of his id from my phone, he became very rude and told me this is not allowed and his will cancel/disconnect my account. He then said he will put my account on hold and said he would delete my passport photos from his phone. He pressed some buttons on his phone showing me he was doing so, but i was not sure what he did. As i was still speaking to him, he rushed off. Firstly, he was extremely rude and unprofessional. Secondly, taking photos of a government-issued id on a personal phone is not proper procedure and airtel should not do this. When i have already submitted all documents in person, what is the need for such a protocol. Thirdly, if they can take photos of my id on their personal phone, why can't i take a photo of their id on my personal phone. Horrible experience.

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Airtel customer support has been notified about the posted complaint.

Sep 23, 2017

Updated by lakshmigopinathan I took my complaint to the Airtel office (Arenja Corner, Sector 17, Vashi) on Sep 22, 2017. I explained to the staff in detail that the verification officer had threatened to cancel my connection. When they checked, he had indeed not approved the connection. They had to override his hold to approve my connection. It is unacceptable that in spite of me being present at my address with my ID proof (which is all an address verification is), he did not approve the connection. The Airtel staff told me that verification is done by a third party and they do not control it. Upon request and 2 visits to their office, they found out that the verification officer's name is Nilesh Chauhan. This was provided to me by Pawan, an Airtel employee at the office. My complaint is based on the following; 1) Customers cannot be harassed and threatened rudely like this. 2) Connections cannot be put on hold or canceled arbitrarily 3) If a customer's ID is being photographed, the verification officer should also be willing to submit to his ID getting photographed.