Airtel — Airtel charging us on a number not owned or used by me | |
- In November 2012, I relocated to Bangalore and had asked Airtel for 2 connections, 1 for a regular connection and 1 for an iphone (micro-SIM). I was allotted both numbers, however the number for the iphone & 3G services for A (fraud number in question) was not working. - Since the original micro-SIM was provided by the agent, when I escalated the matter on calling 121, I was told to get the micro-SIM card changed at the nearest Airtel outlet. I accordingly did so, handing back the old micro-SIM and was given a new micro-SIM for the number B, which I continue to use for my iphone. I was told the number A was cancelled after the micro-SIM was returned - I subsequently obtained another number (C, normal SIM) from Airtel for a family member which is in use. - Today I have come to know that Airtel has been charging me for the number A which I have never used, which never worked, and which I had replaced with the number B. I am told by Airtel than an amount of INR 2771 is pending since November 2012. - On account of this, Airtel has also barred outgoing calls and SMS on the other number C. - I would like to point out out that till date, I have not received a single bill (e-bill or physical) for the number A for which Airtel today claims INR 2771 is due. On March 29th 2013for the first time I received a message from Airtel on this subject at all. More importantly, I have never used this number and fail to understand how I can be charged. - Let me reiterate - the micro-SIM for the number A was not working when it was given to me and was returned to the Airtel dealership for a new micro-SIM. The number C was once again deactivated without information yesterday and we have been crying hoarse ever since asking Airtel to show us 'evidence' of even a single mail they would have sent us regarding the non payment of dues on the fraud number. And they have been claiming to send us electronic bills via emails on an address that doesn't even exist! All this when they claim to have all our documents to prove that this number was really ours! They have been asking us for executive details etc which we never kept track of since there were some 10 different people who came to hand over and take back the non functional SIM cards, in November 2012. Since March 29th, we have been following up with Airtel and all our explanations, emails and calls have fallen on deaf ears. Promises of 'senior appellate officers calling back in 2 hours' and 'investigations are in progress' have all been futile as they have begun harassing us again for the payment of dues on a number we have never used. As I had mentioned earlier, I recognize that this could be a case of either a gross operational error or a case of serious fraud. In either case, the customer should not have to bear the cost. Was this information helpful? | |
 22 Comments | |
Comments
I lost My Phone Along with Sim (No:[protected]) . Please Block the No
Mr. Rakesh Ranga,
if you do some research in Airtel post paid mobile department- name diya sen, defence colony, new delhi, ph number ends with xxxxxxxx70 then i would think you'll get my number.
And honestly i am not very keen to give you the whole story of the conversation i had with your 'absolutely well trained customer care helpline people' as with respect to my previous experiences with them, i am quite sure you'll be the same and anyway Airtel is well trained in having bizarre reasons for any complaint made.
Airtel does not care.
have a good day,
diya sen
if you do some research in Airtel post paid mobile department- name diya sen, defence colony, new delhi, ph number ends with xxxxxxxx70 then i would think you'll get my number.
And honestly i am not very keen to give you the whole story of the conversation i had with your 'absolutely well trained customer care helpline people' as with respect to my previous experiences with them, i am quite sure you'll be the same and anyway Airtel is well trained in having bizarre reasons for any complaint made.
Airtel does not care.
have a good day,
diya sen
Resolved? your customer care people call up just to say-' ma'm we do charge 50p for a call. This is the rule and we cannot do anything about it'.
If you call the above 'an issue that has been resolved', then yes it has been.
If you call the above 'an issue that has been resolved', then yes it has been.
Airtel — charging for duration we have not used
Our connection remained disconnected for more then a week now these people say we need to pay full why shall we pay whole amount....? They say we gave time line one week, it doesn't mean if they give fine duration of one month we will pay for that also? No we don't wnt so...what shall we do. I am sick of calling them again and again. Namaste Mr. Mathew,
This is to inform you that your concern listed on 19 April 2013 has been noted and our team is eager to resolve it. In order to get to the resolution, we need to get in touch with you and gather more details about the concern. However, we are restricted by the absence of your contact details in your original complaint. Please share the required details with us at [protected]@in.airtel.com
We assure you that we are committed to resolving the issue to your satisfaction
Regards
Saurav Ahlawat
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
[protected]@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
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This is to inform you that your concern listed on 19 April 2013 has been noted and our team is eager to resolve it. In order to get to the resolution, we need to get in touch with you and gather more details about the concern. However, we are restricted by the absence of your contact details in your original complaint. Please share the required details with us at [protected]@in.airtel.com
We assure you that we are committed to resolving the issue to your satisfaction
Regards
Saurav Ahlawat
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
[protected]@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- http://in.linkedin.com/pub/airtel-presence-bharti-airtel-ltd/1b/119/a33
We have already shared the number Saurav and someone from your team called us today, once again stating that we need to pay the dues on the number when we had never even activated the same! Can you please look in to this urgently as you are indiscriminately harassing us and deactivating services on another number? I am appalled at the level of customer service Airtel offers and how you are expecting unsuspecting customers pay for services and numbers that were never activated by us in the first place.
Saurav, your representatives called me yesterday and today with neither of them having k knowledge about the case. They still maintain that the number was activated 6 months ago.
What I fail to understand is how your team sat on an outstanding for 6 months before calling to disconnect my number C indiscriminately in March which by the way still stands deactivated. Are you trying to tell me Airtel did not bother to inform me about an outstanding back in November/December when the dues had begun accumulating then? I find that impossible to believe since Airtel begins harassing me with calls even one day prior to payment of my bills!
You mention having all documents to prove that this number was activated in my name, yet how can you have an erroneous email id for this number alone while I continue to receive all bills and Airtel communications for my other numbers on my correct email id?
Please look into this Saurav, this definitely seems to be a case of gross negligence on Airtel's end for which I refuse to bear the expenses and immediately restore services on number C.
What I fail to understand is how your team sat on an outstanding for 6 months before calling to disconnect my number C indiscriminately in March which by the way still stands deactivated. Are you trying to tell me Airtel did not bother to inform me about an outstanding back in November/December when the dues had begun accumulating then? I find that impossible to believe since Airtel begins harassing me with calls even one day prior to payment of my bills!
You mention having all documents to prove that this number was activated in my name, yet how can you have an erroneous email id for this number alone while I continue to receive all bills and Airtel communications for my other numbers on my correct email id?
Please look into this Saurav, this definitely seems to be a case of gross negligence on Airtel's end for which I refuse to bear the expenses and immediately restore services on number C.
Today evening I have received 3 bills forwarded to me for the months of Dec'12 Jan'13 and Feb'13. On April 22nd 2013!!!
These bills all show the amounts due to be over the credit limit yet no one seems to have gotten in touch with me until March end for a payment and the way Airtel did get in touch was by disconnecting another number of mine (which remains disconnected at the moment - I hope Airtel doesnt plan on continuing to charge me for this period where they have disconnected services on this number).
The fact that the bills have come to me only today on April 22nd 2013 for periods from November onwards amply shows that the negligence (or fraud as the case may be) is on Airtel's part. Unfortunately they are trying to push this on to a customer.
I have seem a lot of statements around commitment so far in this chain; for a change I would appreciate someone actually doing something - and for starters at least they should have the professionalism and decency to restore the services of my other number which they have unceremoniously disconnected (on multiple occasions now).
The sad part is - Airtel is going to lose multiple connections on account of their negligence. But I guess the negligence indicates they are least interested in their customers anyway!
These bills all show the amounts due to be over the credit limit yet no one seems to have gotten in touch with me until March end for a payment and the way Airtel did get in touch was by disconnecting another number of mine (which remains disconnected at the moment - I hope Airtel doesnt plan on continuing to charge me for this period where they have disconnected services on this number).
The fact that the bills have come to me only today on April 22nd 2013 for periods from November onwards amply shows that the negligence (or fraud as the case may be) is on Airtel's part. Unfortunately they are trying to push this on to a customer.
I have seem a lot of statements around commitment so far in this chain; for a change I would appreciate someone actually doing something - and for starters at least they should have the professionalism and decency to restore the services of my other number which they have unceremoniously disconnected (on multiple occasions now).
The sad part is - Airtel is going to lose multiple connections on account of their negligence. But I guess the negligence indicates they are least interested in their customers anyway!
Namaste Mr. Mathew,
We were waiting to hear back from you. Since you haven’t written in yet, we trust your issue has been resolved. If you still need assistance, we request you to Please share the required details with us at [protected]@in.airtel.com.
We assure you that we are committed to resolving the issue to your satisfaction.
Regards
Deepak Mohod
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
[protected]@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- http://in.linkedin.com/pub/airtel-presence-bharti-airtel-ltd/1b/119/a33
We were waiting to hear back from you. Since you haven’t written in yet, we trust your issue has been resolved. If you still need assistance, we request you to Please share the required details with us at [protected]@in.airtel.com.
We assure you that we are committed to resolving the issue to your satisfaction.
Regards
Deepak Mohod
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
[protected]@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- http://in.linkedin.com/pub/airtel-presence-bharti-airtel-ltd/1b/119/a33
Deepak, please have the basic courtesy and decency of reading what I have written (before your post). THE ISSUE IS MOST CERTAINLY NOT RESOLVED!!! Let me say it again, since you do not seem to have understood my note written before yours:
THE ISSUE IS NOT RESOLVED!
It is unacceptable that you are considering complaints to be resolved when I am still writing in to say it is NOT. I wish you would pay closer attention to customers and their complaints. I am re-posting what I had posted yesterday.
**Posted 16 hours ago, (yesterday)**
Today evening I have received 3 bills forwarded to me for the months of Dec'12 Jan'13 and Feb'13. On April 22nd 2013!!!
These bills all show the amounts due to be over the credit limit yet no one seems to have gotten in touch with me until March end for a payment and the way Airtel did get in touch was by disconnecting another number of mine (which remains disconnected at the moment - I hope Airtel doesnt plan on continuing to charge me for this period where they have disconnected services on this number).
The fact that the bills have come to me only today on April 22nd 2013 for periods from November onwards amply shows that the negligence (or fraud as the case may be) is on Airtel's part. Unfortunately they are trying to push this on to a customer.
I have seem a lot of statements around commitment so far in this chain; for a change I would appreciate someone actually doing something - and for starters at least they should have the professionalism and decency to restore the services of my other number which they have unceremoniously disconnected (on multiple occasions now).
The sad part is - Airtel is going to lose multiple connections on account of their negligence. But I guess the negligence indicates they are least interested in their customers anyway!
THE ISSUE IS NOT RESOLVED!
It is unacceptable that you are considering complaints to be resolved when I am still writing in to say it is NOT. I wish you would pay closer attention to customers and their complaints. I am re-posting what I had posted yesterday.
**Posted 16 hours ago, (yesterday)**
Today evening I have received 3 bills forwarded to me for the months of Dec'12 Jan'13 and Feb'13. On April 22nd 2013!!!
These bills all show the amounts due to be over the credit limit yet no one seems to have gotten in touch with me until March end for a payment and the way Airtel did get in touch was by disconnecting another number of mine (which remains disconnected at the moment - I hope Airtel doesnt plan on continuing to charge me for this period where they have disconnected services on this number).
The fact that the bills have come to me only today on April 22nd 2013 for periods from November onwards amply shows that the negligence (or fraud as the case may be) is on Airtel's part. Unfortunately they are trying to push this on to a customer.
I have seem a lot of statements around commitment so far in this chain; for a change I would appreciate someone actually doing something - and for starters at least they should have the professionalism and decency to restore the services of my other number which they have unceremoniously disconnected (on multiple occasions now).
The sad part is - Airtel is going to lose multiple connections on account of their negligence. But I guess the negligence indicates they are least interested in their customers anyway!
This is truly one company that has me befuddled. It also clearly shows attitude issues in genuinely helping a consumer out:
In specifically tracking this issue, I can clearly see:-
a) Multiple representatives trying to "resolve" 1 issue
b) No integration with the backend to figure out what the issue is
c) The time being taken to address the issue is ridiculous. This information is also not shred with the consumer!
d)The eagerness to close the issue without even understanding if it's genuinely resolved or not
TRAI has some strict regulations on redressal of complaints. Following the loop might be a good idea...http://www.tccms.gov.in/
In specifically tracking this issue, I can clearly see:-
a) Multiple representatives trying to "resolve" 1 issue
b) No integration with the backend to figure out what the issue is
c) The time being taken to address the issue is ridiculous. This information is also not shred with the consumer!
d)The eagerness to close the issue without even understanding if it's genuinely resolved or not
TRAI has some strict regulations on redressal of complaints. Following the loop might be a good idea...http://www.tccms.gov.in/
Namaste Mr. Mathew,
We will appreciate if you can share your contact details with us at [protected]@in.airtel.com, once we receive the details, team will get in touch with you.
Regards
Deepak Mohod
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
[protected]@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- http://in.linkedin.com/pub/airtel-presence-bharti-airtel-ltd/1b/119/a33
We will appreciate if you can share your contact details with us at [protected]@in.airtel.com, once we receive the details, team will get in touch with you.
Regards
Deepak Mohod
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
[protected]@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- http://in.linkedin.com/pub/airtel-presence-bharti-airtel-ltd/1b/119/a33
Deepak, I am alarmed at how you are refusing to read mails in this chain! Please read every mail above carefully as we have already written to [protected]@in.airtel.com with all our coordinates and contact details. It is shocking how you arent interested in reading through the mail chains to understand and resolve the issue. Shameful!
Vinay, I think you should take a screenshot of this. Its ludicrous!! Its almost as if there's a half baked bot sitting and trying to solve the issue except that it's run out of memory...
Anyway, posting some numbers for you from the Department of Telecommunications. These are people you can get in touch with if the service provider is not addressing the issue effectively.
Also would recommend shifting to some other service provider since these guys are absolutely not worth it. There are other similar experiences as well I am getting to hear about where deactivations are not happening and the customer is being forced to bear the brunt of the payment. There are a couple of instances where Airtel has tried to claim an inflated bill on a deactivated number and then eventually settled for half the claim. Either way, it is a net loss for the customer!
Designation of PG Officer
Name
Tel.No.
FAX.No.
Postal address
Dy. Director General (PG)
Shri S.S.Singh
[protected]
[protected]
1210, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
Director(PG)
Shri R.K.Singh
[protected]
[protected]
1207, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
DE(MOC �PG Cell)
Shri P.K.Jain
[protected]
[protected]
518, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
ADG(PG-I)
Shri V K Sethi
[protected]
[protected]
12th Floor, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
ADG(PG-II)
Shri V.K.Sethi
[protected]
[protected]
12th Floor, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
ADG(PG-III)
Shri M.L.Sindhi
[protected]
[protected]
12th Floor, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
ADG (PHM)
Shri R S Rana
[protected]
[protected]
1409, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
SO(PG)
Shri U Lakra
[protected]
[protected]
12th Floor, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
Anyway, posting some numbers for you from the Department of Telecommunications. These are people you can get in touch with if the service provider is not addressing the issue effectively.
Also would recommend shifting to some other service provider since these guys are absolutely not worth it. There are other similar experiences as well I am getting to hear about where deactivations are not happening and the customer is being forced to bear the brunt of the payment. There are a couple of instances where Airtel has tried to claim an inflated bill on a deactivated number and then eventually settled for half the claim. Either way, it is a net loss for the customer!
Designation of PG Officer
Name
Tel.No.
FAX.No.
Postal address
Dy. Director General (PG)
Shri S.S.Singh
[protected]
[protected]
1210, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
Director(PG)
Shri R.K.Singh
[protected]
[protected]
1207, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
DE(MOC �PG Cell)
Shri P.K.Jain
[protected]
[protected]
518, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
ADG(PG-I)
Shri V K Sethi
[protected]
[protected]
12th Floor, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
ADG(PG-II)
Shri V.K.Sethi
[protected]
[protected]
12th Floor, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
ADG(PG-III)
Shri M.L.Sindhi
[protected]
[protected]
12th Floor, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
ADG (PHM)
Shri R S Rana
[protected]
[protected]
1409, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
SO(PG)
Shri U Lakra
[protected]
[protected]
12th Floor, Sanchar Bhawan, 20-Ashoka Road, New Delhi 110001
Absolutely pathetic! They've made an absolute mockery of the actual purpose of this site. It is apalling to see them not even making an effort to understand the issue let alone resolve the issue. Like many others I know, I believe it's high time to make full use of MNP as an option and move out to an operator who would at least listen to their customers.
No wonder Airtel boasts of the highest number of port outs!!! They have set up nodal offices and appellate offices in every circle but guess their job is just to harass customers rather than service them.
Another perspective that I would like to bring out here is that, strangely enough, such cases typically happen towards the end of the financial year. So when the employee/branch/department/circle and 'Airtel' are falling short of their targets they resort to such measures. So it's definitely not a case of negligence, it's a clear case of fleecing...in simpler words CHEATING.
No wonder Airtel boasts of the highest number of port outs!!! They have set up nodal offices and appellate offices in every circle but guess their job is just to harass customers rather than service them.
Another perspective that I would like to bring out here is that, strangely enough, such cases typically happen towards the end of the financial year. So when the employee/branch/department/circle and 'Airtel' are falling short of their targets they resort to such measures. So it's definitely not a case of negligence, it's a clear case of fleecing...in simpler words CHEATING.
As of April 24, 2013, a representative from the Airtel appellate office called assuring us of a resolution to the entire issue by Friday, April 26, 2013. Lets see how Airtel handles this issue and whether they are able to conduct a fair investigation; hope they put an end to this unwanted harassment within eod, tomorrow.
Despite a commitment 2 days back to sort this out positively by today, I have received no communication from Airtel regarding this. While this is just another commitment (among so many) broken, it just underlines that Airtel seems to have no interest in solving a real customer issue. I have not seen such a pathetic level of customer service and in fact, such a level of apathy towards the customer, in any other customer serving organization.
Whoever from Airtel is reading this mail, kindly do me the courtesy of not posting something as stupid as asking me to share my coordinates. If someone does intend to call me, please do so only if you have a solution. Otherwise, stop wasting my time and yours.
Whoever from Airtel is reading this mail, kindly do me the courtesy of not posting something as stupid as asking me to share my coordinates. If someone does intend to call me, please do so only if you have a solution. Otherwise, stop wasting my time and yours.
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Airtel — Apathy of Customer care in reference to lost Sim Card
I had lost AIRTEL sim card on 16th of Sep 2008, late night. I spoke to the consumer centre to block my card so that it is not used for any illegal activities. But they asked me to visit an Airtel relationship centre and didn't provide me their head quarter's number. They said they don't have it. I insisted, but they still didn't! How is it possible that the customer care doesn't have this number! I updated them regarding the current terrorist situation in Mumbai, and requested them to block the card for a few hours so that I could find nearest relationship centre and go forward with it. They even didn't oblige on this. Instead, the customer call centre representative, one ARSHAD, was very rude and plain. Considering their apathy towards their customers I am hoping that I am able to find a relationship centre (and they don't take time to block it) before the card is used for some illegal activities. Nor do they have a separate web page to register our complains.Chaman Bakshi