[Resolved]  Airtel — Wrong billing / breach of commitment

Address:

Ludhiana, Punjab, 141001

On 2nd may 2016 i had called on your service request number 121 from [protected] for putting up a request to keep my landline no. [protected] on hold for 2-3 months as due to a family emergency i will not be using the services. I was informed of a ‘safe custody’ plan in which for inr 500 i can keep my number and services hold for 3 months. I had requested the executive to go ahead take my request to start this plan. (For which i have the call recording with me)

However i have now received attached mail with due date alert for unpaid bill amount of inr 1377.65 to which i was confused as how can i receive a bill from 2nd may 2016-3rd june 2016 when my number is in safe custody option.

To discuss this matter i had called your service center on 121 from [protected] to get an update i had a word with 2 of your executives and floor manager mr. Rohit patel on this matter.

Your team had confessed that there was a request for keeping the landline on safe custody on 2nd may 2016 however they cannot see the same updated in system. They also accepted this as a mistake on call and gave me a waiver of inr 377 and i had refused the same stating that its their mistake to raise the bill in first place and now why waiver of inr 377. After discussion with senior they again offered me waiver of inr 600 and that too i rejected, and finally gave me waiver of inr 878 so that net amount comes to inr 500 as committed by airtel executive.

After that i asked them to disconnect my services of landline as i cannot every time have time for wrong billing issues with airtel (This was second instance of wrong bill) to which airtel executive said in that case he cannot do any waiver. And when i asked reason for giving this waiver then your executive told that it’s a goodwill gesture for their mistake (For which i have a call recording with me).

The call was then migrated to mr. Rohit patel floor manager, and he checked the details internally and confirmed me on call that the entire amount will be waived off however services cannot be disconnected and informed me to mail on [protected]@in. Airtel.com for waiver of inr 1377.65 and service disconnection.

I would sincerely request you to look into this matter of poor service delivery to your premium customer who has a post-paid services as well from you ([protected]). I would want you to check this matter in detail and take my request to cancel the bill of inr 1377.65 and also disconnect my services.

I have already sent complaint mail to [protected]@in. Airtel on 18th june 2016 and had got no response, have also sent mail to their nodal team and appellate desk / airtel presence team and still no response thus left me no choice to knock the door of of consumer forum.

Regards,
Tarun oberoi