[Resolved]  Airtel — Airtel plan change with no prior information

Address:

Bangalore, Karnataka

Hi,

I am using Airtel BroadBand(account number::[protected] for 3 years now.I had opted for Rs598 plan (3GB+150Rs Free Call) and have never changed it myself.I received my BB bill for the month of Feb2012 and found that the rental charges were specified as Rs649.When enquired in the customer call,the person who attended the call told casually that my plan has been changed from 598 to 649 by airtel themselves and they have sent a mail regarding the same.

(1)How can Airtel change my plan without my knowledge.I must first be enquired whether i am fine with this plan and then only the same can be charged.This means airtel can charge me as and when they like ..right?..so its not the customer who decides whether they want a particular plan is it?
(2)I never received such a mail from Airtel.No other intimation was given to me
(3)This month,i want the bill with 598 and not with 659 rental.The plan change was never intimated to me beforehand.
Unless and Until this issue is resolved,i would not pay the bill


Other Concerns/queries

(1)For getting the bill amount(even if we delay a single day for paying the bill) or for making us accept to their new plans,these providers call us umpteen number of times correctly on the registered mobile number(ofcourse mentioning our name correctly),parallely send sms and emails but why is that we dont even get a small sms for such a plan change ?!!!!!..is this not stealing the customers money or taking us for granted...so similarly they can increase,keep changing the plan as they liked and we have to smile,accept and say "take the money how much ever we want from my pocket" not even asking "for what they are taking money?"

(2)I asked the customer care lady various questions for this plan change but no proper answer i got...
for example,i asked
"i had 150Rs free call as per my previous plan,will i have the same for this?!!!"
what should be the answer "yes or no" ?
she answered "this plan has airtel-airtel 10p for first 20 calls,airtel-non airtel 30p ,this that"..and she went on...
i stopped her and asked to answer my question .It was only then she said "sorry mam no such service in this new plan"...see the kind of response...?!!!!

All through the call,i could see that they were only informing that our plan is changed(that too when we call and ask!!!!) and nothing else..no appologies,no proper clear information/reason about the plan change..nothing conveincing..why??..its afterall my money and i am not taking anything free from airtel....right??

When i asked the lady to take a complaint saying that "i want to talk with some airtel executive or to raise a complaint saying that the customer is not happy with this plan,that lady says "no madam,i cannot do that...if you have not recievd the mail about the plan change,i can arrange for that and raise it..but i cant raise a complaint for what you are asking"....i mean i really dont understand .....?????????

Are the customer care people not clearly informed how to deal with such issues(which def would be raised by people when they note such uninformed plan change in their bill)??

(3)Then why was that this contact number[protected] mentioned in the airtel bill as "you can highlight any matter related to our services to our nodal officer"...?!!!...

Customer should be informed even if there is a 1Re change in plan..

I seriously want (i)appologies for this from airtel (ii)also want a waiver for this month's bill and (iii) mainly an assurance that no such incidents will happen in future.

Kindly address this issue as soon as possible.

PS::this is not the first time such unwanted/uninformed amounts are added to my bill..I had already made complaints 2-3 times in these 3 years for wrong billing/uninformed plan change and including monthly rental for caller tunes for our airtel landline when the same was never requested from our end.I had got a waiver for such incidents after continous follow up(in fact struggle) with airtel.