[Resolved]  Airtel — Airtel Broadband Refund Complaint No. OT[protected]

Address:

Bangalore, Karnataka

Dear Sir / Madam

With reference to the said subject, I am forced to write to you that the staff of Airtel in Bangalore consisting of including Sr. Sales Officer - Mr. Balakrishna H. V., his colleague, Mr. Narendra Kumar, Mr. Naveen, the officer at [protected]@in.airtel.com, the Airtel Customer Service Team at [protected]@in.airtel.com, Nodal Team at Nodal.[protected]@in.airtel.com, Mark Taveres representing the appellate team at appellate.[protected]@in.airtel.com & Airtel customer service team at [protected]@in.airtel.com have not only become incompetent, callous, harsh, rude & inefficient but also not bothered to resolve the issue raised by me through my complaint No. OT[protected] on the website of Airtel.

The issue / jist of the case is ----- I had booked for an airtel broadband connection in end of Jan 2013 by payment of a cheque of Rs.3,150/-, which was then, cancelled by me within 3 days due to personal reasons. And since, assurance was given by an officer of Airtel that the cheque of Rs.3,150/- would be refunded within 1 or 2 months. I had accepted the terms but it is now almost 3 months & the above mentioned staff are not only turning a deaf ear to my issue & making me run from pillar to post due to their red tapism, incompetency, non-professionalism & inefficiency, but failing in their duties to resolve my issue till date, even after repeated follow-ups and requests, for reasons best known to them.

Now the issue in more detail ------

I had booked for an Airtel Broadband connection through by Mr. Balakrishna H.V., who is the Sr. Sales Officer of Airtel at the Bannerghatta Road Branch.The request for connection was booked by payment of Rs.3,150/- drawn on HDFC Bank Account vide cheque No. 2741 dtd.[protected] and through a Customer Enrollment Form bearing No.
TBLR. CEF NO.604534 application given Mr. Balakrishna H. V., on[protected].

And due to some personal reasons, I could not go ahead with the new connection, I had initally aksed for. Hence, within 3 days of booking the proposed new connection, I had requested Mr. Balakrishna H. V. to cancel the booking and to refund the cheque. Mr. Balakrishna had told me that the new connection would be cancelled and the cheque amount would be refunded but it will take atleast one or two months for refund of the cheque, since it would be refunded from out of station, to which I had agreed.

In March 2013, when I had enquired with Mr. Balakrishna, he kept on telling that the cheque would come in this week even as several weeks rolled by. He also told me to call him up before 10.30 on Mondays only, to check the status of the cheque, which was duly done by me. The answer given by him was same every week -- that the cheque would be delivered within this week, which did not happen till date. The officer was making false promises that the cheque would be delivered in 'this week', wherein 'this week' never came and also made false promise that he will call back to me regarding the status of the cheque, which too did not happen.

On[protected], when I spoke to Mr. Balakrishna about the cheque, he suddenly turned harsh, rude and stern for reasons best known to him, and told me that he will check-up with the authorities and get back to me, which he has not done till date. Then, when I called up his colleague, Mr. Narendra Kumar, on[protected], he told me to SMS the TBLR. CEF. NO. 604534 & also told me that he would immediately call me back with 1 hour to let me know the status of the situation of the cheque. Then, when SMS containing the required information was sent to Mr. Narendra Kumar, he failed to get back to me on the status of the cheque till date, for reasons best known to him.

Again, when I had raised a complaint on[protected], in your website, bearing no. OT[protected], the officer - Naveen, did not seem to understand that the complaint was raised for refund of cheque to be made to the customer and NOT for new connection, thus failing to understand the needs of the customer. The said officer has not only failed to resolve the complaint but also has gone ahead and closed the compliant without even informing me. The officer has also asked all unnecessary details which are not relevant to the situation and also asked for information which had been already provided to Mr. Balakrishna H. V., vide Customer Enrollment Form No. TBLR.CEF.NO.604534, available with Airtel. This is a clear case of harrassment to customers and also very poor service.

When the above issue was raised to your Airtel Customer Service team through Complaint No. OT[protected] on[protected] at [protected]@in.airtel.com, initially they replied to me stating that they would reply within 1 working day. But on[protected], I received an automated mail from them, with a reply that " Kindly note we have replied to your email dated 19/04/2013 10:09:29 PM.For any further queries, please write to [protected]@in.airtel.com", though, actually, they had not replied to my complaint & the issue had not been resolved. Though, I had replied to the said team to send me another copy of the mail, they did not do so until a reminder was sent to your Nodal Team at Nodal.[protected]@in.airtel.com, after which they replied stating that

" We are unable to process your request as:
1. The mobile number or fixed line number is not mentioned in your e-mail
2. The mobile number or fixed line number mentioned is not in the correct format. "

And even after I had replied to them & the Nodal team on[protected], that, I have not been alloted any mobile number or fixed line number till date and that I have only the copy of the Customer Enrolment form with me bearing No.( TBLR. CEF NO.) 604534. Still, the your Airtel Customer Service Team at [protected]@in.airtel.com & Nodal Team at Nodal.[protected]@in.airtel.com wrongly kept on insisting again and again through their mails with the above message, to provide them with a mobile number or fixed line number for processing of my complaint, which has not been alloted to me till date, as the booking was cancelled. For the reasons best known to them, the Airtel Customer Service Team at [protected]@in.airtel.com & Nodal Team at Nodal.[protected]@in.airtel.com, have turned a deaf ear into resolving my complaint OT[protected], and instead has been harrassing me for some numbers which was not even alloted to me.

When the above issues had been reported to [protected]@in.airtel.com of airtel customer service team on[protected], they initially sent me a reply on[protected] stating that my complaint would be looked into within 1 working day by one of the customer service specialists, who would contact me to facilitate quick resolution of the issue. Then, even on[protected], they failed to give even a reply to my mail. So, when a reminder mail was sent to them on[protected] itself, reminding them that no customer service specialists had contacted me till date, they have neither bothered to even reply to my mail nor resolved the issue, for reasons best known to them.

This is a clear case of harrassment and poor service on the part of the above mentioned staff of Airtel consisting of various officers and teams, who are not even bothered to resolve the issue of a customer and are behaving rudely, harshly, incompetently, inefficiently and badly with customers & ill treating them, for reasons best known to them.

Hence, I request you to please look into the above matter & reslove it at the earliest so that the refund cheque of Rs.3,150/- due to me, is paid to me at the earliest, and take stringent & correction action against all the above mentioned staff of Airtel for displaying unwanted action, behaviour & ill-treating customers for no valid reason, whatosever.

Let justice prevail.

Please feel free to contact me on [protected] or at [protected]@rediffmail.com, for additional information if required, in respect of the above.


Regards


Praveen P. Joshi