Airtel — Airtel neglected package change request and continued to overcharge | |||
Reference: 1. Airtel Complaint# 25975659 On 03/Nov/2012, I called Airtel support helpline, requesting a package change. I requested to change my package to the following: 1. South Economy Sports (with Tamil and Telugu as optional regional language packs) @ Rs 250 per month 2. HD Value pack @ Rs 81 per month Despite Airtel support person confirming the new packages and confirming the monthly charges, the requested change apparently did not take effect at all. Due to this, Airtel continued to charge me more every day as per my earlier plan. Hence my account reached low balance sooner than it was supposed to and the service got suspended on Monday 12/Nov/2012. I made a call again to Airtel support line on Monday 12/Nov and realized that my package was never changed. I requested them to change my packed effective 03/Nov, the day I initially requested the change and credit the difference amount that was wrongfully charged to my account. But to this day it did not happen, despite me calling Airtel support several times since. Due to Airtel's inability to solve my issue in a reasonable time frame and resume my TV service, I have decided not to use Airtel DTH service anymore and requested them to terminate my account and refund the amount that was overcharged. Its third day since I sent them email request for which I have not received any response. I did not see any willingness from Airtel's part to fix the issue caused by their negligence. If I again top-up now they will happily take it and perhaps change my package, but I do not see any intention in them to credit back the amount they overcharged. I do hope other consumers reading this will make smart choice when selecting a DTH provider. Was this information helpful? | |||
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Thank you for your response.
Your folks did contact me and for a while I really thought my issue is going to get fixed. But unfortunately it did not happen that way. Below is the update:
A Final Update
[protected]
On Monday 19th Nov 2012, I received call call from Airtel. The Airtel person requested me not to terminate my account and promised me to credit my account for the amount overcharged and reactivate my account with the package change as I originally requested. Because of the investment I made on the HD box, I reconsidered my earlier decision to terminate my Airtel DTH account and agreed with him to reactivate my account. The person then calculated the credit amount and called me back again to inform that a credit was given and the issue is resolved.
Since I was away from home at the time of the call, I could not verify immediately if my service was activated. But as consistent with Airtel support, my Airtel DTH service never resumed and I still got the same error code 6. I waited for one more day and hoped for the issued to get fixed and tried again on Tue, 20 Nov 2012, but the result was same. I verified my Airtel account and confirmed the credit was indeed given. I then called Airtel helpdesk number (121) again and after jumping hoops like "our server is down just now. Please call after one and half hours" or "sms HR to blah..blah.." and after much persuasion, got to speak to the supervisor. After explaining the whole history to yet another Airtel person for the nth time, he clarified that the package change was not actioned and that I need to top up my account in order to do that. I was puzzled why I was not told this on Monday itself by the guy who gave the credit back and promised to solve the issue. I was told that unless I top up more money this issue will not get resolved.
Conclusion:
That was the last straw and after waiting patiently for about 10 days without DTH service from Airtel (including Deepavali day), I decided to quit as Airtel DTH customer. It is a shame that what started as a simple mistake lead me to take this extreme step. So much of time, money, effort and energy wasted from both sides to arrive at a loose-loose situation.
Regards,
Lakshman.
PS: I am beginning to think that the issue here right from the start could be that for a package change to take effect, one has to have certain minimum balance.