[Resolved]  Airtel — Worst and pathetic customer care services

Address:	Gautam Buddh Nagar, Uttar Pradesh, 201301
Website:	www.airtel.in

This is regarding complaint raised for my Airtel Prepaid Number [protected].
16th March:
When I came to know about the new plan of Airtel that, now they are offering unlimited calling and 28 GB internet in INR 345. I immediately called your customer care from mentioned number. On IVR call also, I have been informed regarding this offer, but it was not connecting me to the customer care executive (as I wanted to know more about this plan). Then I called throw my postpaid number around 11 Pm. Your Executive informed me this plan as 1) Unlimited local + National Calling 2) 28 GB 3G/4G internet, whereas I can use only 1 Gb per day that also in part: 512 Mb in Day (6 to 12) and 512 MB night ( 12 to 6). When I asked them about ways to recharge then they suggested me two options, one by making sufficient balance on the same number or I can make it by Flexi top-up.

17th March:
I recharged my Phone to make sufficient balance for that recharge. Then by following IVR instructions, I managed to get activation option of that particular recharge. When I tried to activate that it was showing our recharge request is still in process, will update you shortly on it. I waited for 3 -4 hours then again I called your customer service (around 5 in the evening). They informed me that you can recharge it via flexi option or if you are getting this offer in ''Special Offer for Your Number" section then recharge can be done by using your Airtel Balance. I informed her that I already recharged using the same process then Your executive suggested me to wait for some time. In addition to this, she also informed me that information provided to you in last call was wrong, you can avail 1 GB data per day without any day night restriction.

18th March
When I did not get any update on my request, I called again your customer support (it was the third time when I was following you guys for a simple recharge), Initially one Lady Picked up the call and informed me that this offer can be availed only by recharging it throw retailer(flexi recharge), when I informed her about my last conversation with other executives she simply refused to help me out in this. She transferred my call to his supervisor ( some Mr. Pandey), I again explained the full scenario to him, he took approx 3-4 minutes to reply me with the answer " Sorry sir, we can not do anything in this, you have to recharge again via Flexi option to avail said services. He was not much interested in explaining ''why should I bear the loss of INR 350 ( as this balance is useless whereas I am having another number for calling). The only thing he did was, blocking my number to use certain sections of 121 services. Now I am not able to get special recharge section option from my number. Also, Mr. Pandey informed me that this is not an unlimited calling plan, you will get 1200 local + National minutes, post this you will be charged 30 paise/minute.

My Simple question to Airtel:
1) Why your executives are so confused about the plan?? In my every conversation, I have been informed some different sights of your plan. Do a customer needs to call you multiple times to get full information (as your representatives are failed to explain full plan in one go)??

2) Why Activation option is given on IVR, when it's useless?? I have the recording of it, where I had activated this recharge and IVR is informing me that your recharge is in Process. If anyone needs the recording, do let me know?

3) Who is responsible for this mess?? Me?? Who was just following your instructions?? Why you are introducing such offers when you can not deliver it.

4)Is this the way, you treat your 7-year-old customer ?? Whereas I am having more then 5 number of Airtel in my family only considering Airtel the most trusted Brand in the market. For this customer service, we are paying highest calling charges to you??

I would request to concerned authorities to look into it this on priority and help me with the resolution.