[Resolved]  Aircel — Wrong billing and no action even after raising complaint

Address:

Bangalore, Karnataka

Aircel people not looking at my concern and problem. They are simply calling every day and asking me to pay the bill. And now they have blocked all outgoing calls including the Aircel Complaint number 198. They are increasing the bill by 8 rupee everyday and calling everyday for bill due (every time new guy and I will have to explain everything). They don't care about customer at all. I have raised service request saying that I am unable to even call 198. I got SMS that the SQ is resloved then I tried to call them to talk about my original problem. But still I am not able to call 198, It says "outgoing facility is not available"

They are asking to pay for internet even after taking "advance internet plan" for a year. I had paid 3000/- + tax ~ 3700/- total for this plan about 9-10 months back. And now they are asking for 1125/- again (internet only). I had raised complain many times by call as well as email. But they will close the complain without resolution. I have asked to do the settlement and close my connection. That also they are not doing. Pathetic guys.

I am ready to pay for internet what they are asking if they close my connection but they should reduce from 3000/- + service tax since I have not availed the service for one year. I am unable to raise any complain not over call since 198 is also blocked.

I don't know what to do now. So, I request you people to ask them to immediately stop my connection even they will keep increasing the bill by 8/- every day and do the settlement and free me from AIRCEL (Worst Operator).

Email Conversation below.

[protected] Forwarded message[protected]
From: Karnataka - Care (E) <care.[protected]@aircel.co.in>
Date: Fri, Jun 21, 2013 at 12:04 PM
Subject: RE: Re: RE: Re: RE: Re: RE: Re: RE: Fwd: RE: Re: Wrong billing done for my mobile [protected] - on data usage
To: ritesh.[protected]@gmail.com
Dear Mr. Ritesh,
Thank you for writing to Aircel.

We apologize for the inconvenience caused to you.

This is in reference to your e-mail dated 20/06/2013 regarding network issue. We would like to inform you that our network team is still working on the issue, and we will keep you posted as soon as the issue gets resolved.

It is our privilege to have you as our valued customer.
Thanking you and assuring of our best services.

Regards,
Customer Service
Aircel

For any queries please contact us on 1288 Aircel Toll free Product IVR for information /activation/ deactivation of all services from your Aircel mobile and 198 (toll free) for any complaints, you can also email us at care.[protected]@aircel.co.in (Monday to Friday between 10:00am to 6:00pm).

[protected] Original Message[protected]
From: ritesh.[protected]@gmail.com
Received: 6/20/2013 11:38 AM
To: Karnataka - Care (E)
Subject: Re: RE: Re: RE: Re: RE: Re: RE: Fwd: RE: Re: Wrong billing done for my mobile [protected] - on data usage
Hello,

Still nothing has been done for the issues I had reported. I am just getting reminder calls for bill payment. Some 1-2 week back, one guy he called to remind me for due bill. I told the reason then told that he had raised my concern to the network team and
they will get in touch with me. But until now nobody contacted from network team.
Apart, from yesterday evening I am unable to make any call or SMS. Even I am unable to call to 198 which should not happen. One customer care executive also agreed and raised a SR 1-[protected].

I am sure that my number has lot more new-new problems and the customer care is least bothered about my problem/concerns. All you guys wanted me to just double pay for internet. I am really frustrated now with Aircel.

Regards,
Ritesh
On Wed, Jun 12, 2013 at 1:41 PM, Karnataka - Care (E)
<care.[protected]@aircel.co.in> wrote:
Dear Mr.
Ritesh,
Thank you for writing to AIRCEL.

This is in reference to your e-mail dated: 11/6/2013
regarding network issue. We would like to inform you that we have forwarded your concern to network team and same will be resolved as soon as possible.

It is our privilege to have you as our valued customer.
Thanking and assuring you of our best services.

Regards,
Customer Service
Aircel

For any queries please contact us on 1288 Aricel’s Toll free Product IVR for information /activation/ deactivation of all services from your Aircel mobile and 198 (toll free)
for any complaints, you can also email us at care.[protected]@aircel.co.in
(Monday to Friday between 10:00am to 6:00pm).

[protected] Original Message[protected]

From: ritesh.[protected]@gmail.com
Received: 6/10/2013 6:33 PM
To: Karnataka - Care (E)
Subject: Re: RE: Re: RE: Re: RE: Fwd: RE: Re: Wrong billing done for my mobile [protected] - on data usage
Hi,

Please answer my questions first and then we will talk about discount and all later.

1. Why it never latched to Aircel network through out my travel to Rajasthan as I was mostly traveling by either Bus or Train and was in tree cities also. It should have latched at least once If network selection was automatic.

2. And whey it latched automatically to Aircel when I entered in Karnataka. It should have stayed back to Vodafone if intentionally latched to Vodafone.
Regards,

Ritesh
On Mon, Jun 10, 2013 at 6:20 PM, Karnataka - Care (E)
<care.[protected]@aircel.co.in> wrote:

Dear
Mr. Ritesh,
Thank you for writing to Aircel.
We apologize for the inconvenience caused to you.
This is in reference to your e-mail dated: 09/06/2013 regarding the bill charges. We would like to inform you that we have verified

the account details and found that you have browsed internet from 19/05/2013 to 26/05/2013 by latching with other service provider, hence the charges were applicable as per the default tariff.
We regret to inform you that we will not be able to refund any amount in this regards. The discounts as per the data plan will

be only provided if you latch with Aircel network.
It is our privilege to have you as our valued customer.
Thanking and assuring you of our best services.
Regards
Customer service

Aircel
For any queries please contact us on 1288 Aircel Toll free Product IVR for information /activation/ deactivation of all services
from your Aircel mobile and 198 (toll free) for any complaints, you can also email us at
care.[protected]@aircel.co.in (Monday to Friday between 10:00am to 6:00pm)
[protected] Original Message[protected]

From: ritesh.[protected]@gmail.com
Received: 6/9/2013 9:09 PM
To: Karnataka - Care (E)
Subject: Re: RE: Re: RE: Fwd: RE: Re: Wrong billing done for my mobile [protected] - on data usage
Hi,

Have you ever try to understand why I was latched to other network. Who's problem is this. I do not see Aircel Network whenever I roam.

- Ritesh

On Sat, Jun 8, 2013 at 3:11 PM, Karnataka - Care (E)
<care.[protected]@aircel.co.in> wrote:
Dear Mr. Ritesh,
Thank you for writing to AIRCEL.
This is in reference to your e-mail dated: 7/6/2013 regarding billing related.
We would like to inform you that we are unable to post any wavier for data usage as you have latch on to other service provider. Regarding cancellation we request you to clear the outstanding amount of Rs.1411/- as on 08/6/2013 and confirm us
back so that we can process your request for cancellation.
It is our privilege to have you as our valued customer.
Thanking and assuring you of our best services.

Regards,
Customer Service
Aircel
For any queries please contact us on 1288 Aricel’s Toll free Product IVR for information /activation/ deactivation of all services from your Aircel mobile and 198 (toll free)
for any complaints, you can also email us at care.[protected]@aircel.co.in

(Monday to Friday between 10:00am to 6:00pm).

[protected] Original Message[protected]

From: ritesh.[protected]@gmail.com
Received: 6/6/2013 12:36 PM
To: Karnataka - Care (E)
Subject: Re: RE: Fwd: RE: Re: Wrong billing done for my mobile [protected] - on data usage
Hello,

But what a customer is supposed to do when he was not getting AIRCEL service in Rajasthan?See for calls I am OK. I am only asking to waive off the DATA charges since there were no AIRCEL service and I was not told of such a rule even after making advance payment 3000/- for only internet.
Otherwise, accept this mail as my request to close this connection and let me know the settlement amount.

Thanks and Regards,
Ritesh
On Wed, Jun 5, 2013 at 6:46 PM, Karnataka - Care (E)
<care.[protected]@aircel.co.in> wrote:
Dear Mr.
Ritesh,
Thank you for writing to AIRCEL.
This is in reference to your e-mail dated: 4/6/2013 regarding billing related. We deeply regret for the inconvenience caused to you. We would like to inform you that we have verified your account details and found that you have made calls and browsed internet by latching on to other service provider, hence we are unable to post any wavier in this regard.
It is our privilege to have you as our valued customer.
Thanking and assuring you of our best services.
Regards,
Customer Service
Aircel
For any queries please contact us on 1288 Aricel’s Toll free Product IVR for information /activation/ deactivation of all services
from your Aircel mobile and 198 (toll free) for any complaints, you can also email us at
care.[protected]@aircel.co.in
(Monday to Friday between 10:00am to 6:00pm).
[protected] Original Message[protected]
From: ritesh.[protected]@gmail.com
Received: 6/3/2013 6:44 PM
To: 1909.karnataka (E)
Cc: Karnataka - Care (E)
Subject: Fwd: RE: Re: Wrong billing done for my mobile [protected] - on data usage
Dear Sir,

I am writing to you as I am tired of explaining my concern to Aircel Customer Care as well as through E-Mail.
I am with Aircel with for around a year and had traveled 3-4 times to different cities in last one year. I had faced problem in registering with AIRCEL service in new cities couple of times and had got resolved by calling customer care
though landline (though not easy, had to call and explain many times). But in my last travel to Rajasthan, I was unable to see AIRCEL in available service list (I have attached the snapshot taken during my travel). Later my mobile registered with VODAFONE.
I thought I will use it since I had taken Advance rental plan plan for DATA for 3000/- and for calls anyway the charges are same. So, used internet couple of times. Now, after returning back I am shocked to see my bill which includes 1014/- just for internet.
I was in Rajasthan just for a week and got a bill of 1411/- whereas my average bill was 300/- per month and nothing new in my usage pattern. I had not seen such a shock during any of my previous travels.

I had tried explaining my concern many times to customer care but they do not listen and understand user's concern. I had used DATA unknowingly that It might be charged like this even after making an advance payment of 3000/- . Anyway I am not going to
use internet in future in such a scenario. Request you waive this amount for this time.
Hoping for a positive response and give me confidence to be with Aircel family in future as well..

Thanks and Regards,
Ritesh

On Mon, Jun 3, 2013 at 4:05 PM, Karnataka - Care (E)
<care.[protected]@aircel.co.in> wrote:

Dear Mr. Ritesh,
Thank you for writing to Aircel.
We apologize for the inconvenience caused to you.
This is in reference to your e-mail dated 1/06/2013 regarding billing related. We would like to inform you that we have verified your account details and found that you had been latched to
other network while browsing and making calls. Hence you had been charged for the same and we regret to inform you that we will not be able to post any waiver regarding the same.

It is our privilege to have you as our valued customer.
Thanking and assuring you of our best services.

Regards
Customer service
Aircel
For any queries please contact us on 1288 Aircel Toll free Product IVR for information /activation/ deactivation of all services from your Aircel mobile and 198 (toll free) for any complaints, you can also email us at
care.[protected]@aircel.co.in (Monday to Friday between 10:00am to 6:00pm)

[protected] Original Message[protected]
From: ritesh.[protected]@gmail.com

Received: 6/1/2013 6:34 PM

To: Karnataka - Care (E)
Subject: Re: Wrong billing done for my mobile [protected] - on data usage
Hi,

When I got this connection, I had asked this point very clearly that DATA is free on roaming or not. Your executive told yes it is. And that is the reason I paid 3000/-. Now It is not good to give some explanation to the user and ask him to pay any amount.
If this is the case your executive should have told frankly that It's free only in AIRCEL NETWORK. For call you any way charge where I roam in AIRCEL NETWORK or any other. So that is OK. But for data it is ridiculous to hear your explanation. As a customer,
It's not my fault if I roam in a area where AIRCEL do not have it's service (I had turned DATA on because I have Advance DATA plan). If you do not have service in any area You install BTS/NodeB rather than ask your innocent customer to pay for this thing.
Hoping a positive response on this.
Regards,
Ritesh
On Sat, Jun 1, 2013 at 12:55 PM, Karnataka - Care (E)
<care.[protected]@aircel.co.in> wrote:
Dear Mr. Ritesh,
Thank you for writing to Aircel.
We regret for the inconvenience caused to you.
This is in reference to your e-mail dated 31/05/2013 regarding billing related. We would like to inform you that we have verified your account details and found that you had
been latched to other network while browsing and making calls.
Please be noted that the internet and call tariff plan for browsing and Local/STD calls would be applicable only if you latch on to Aircel Network. Latching with other network
will be chargeable as per default tariff. Hence you had been charged for the same.
It is our privilege to have you as our valued customer.
Thanking you and assuring of our best services.

Regards,
Customer Service
Aircel
For any queries please contact us on 1288 Aircel Toll free Product IVR for information /activation/ deactivation of all services from your Aircel mobile and 198 (toll free)
for any complaints, you can also email us at care.[protected]@aircel.co.in (Monday to Friday between 10:00amto 6:00pm).

[protected] Original Message[protected]

From: ritesh.[protected]@gmail.com
Received: 5/31/2013 7:08 AM
To: Karnataka - Care (E)

Subject: Wrong billing done for my mobile [protected] - on data usage

Hi,

I that taken unlimited advance 3G + 2G data plan (Valid on roaming as well). And still I see that I have been changed for data when I was on roaming. I request you to correct the bill and send a new bill to me otherwise I will have to close my connection.

Regards,
Ritesh
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This e-mail message and its attachments are for the sole use of the intended recipients. It may contain proprietary, confidential, privileged information or other information subject to legal restrictions. If you are not the intended recipient of this message, please do not read, copy, use or disclose this message or its attachments. Please notify the sender immediately and destroy all copies of this message and any attachments.
WARNING: This e-mail message including attachment(s), if any, is believed to be free of any virus. However, it is the responsibility of the recipient to ensure for absence of viruses. Aircel shall not be held responsible nor does it accept any liability for any damage arising in any way from its use.