Airtel — Arbitrary Change of scheme/Misinformation

Address:

Thane, Maharashtra

My name is Mandar Halbe and I am from Maharashtra. My mobile number is [protected]. I recently topped up my airtel number with Rs. 333 for full talk time as I always used to but I received some different scheme.

Kindly refer the below attached email conversation with airtel for details.. [Note: the emails has been edited to give a presentation in ascending order of the dates and cut the disclaimers. No other changes have been made.]

Their website http://www.airtel.in/m-commerce/offers_and_promotions.html still shows full talktime for Rs. 333 (as of 6-May-2013, refer screen shot)

I am very upset not only because of this incidence (I am still unable to use use GPRS or send sms) but also because they refuse to give me any proper solution and send me same reply every time.

Either they should refund my money or transfer the balance to the main account..

===============================================
[protected]Original Message[protected]
From: [protected]@yahoo.co.in
To: [protected]@in.airtel.com
Cc:
Sent: 02/05/2013 05:02:05 PM
Subject: Rs. 333 Top up : Ph. No. [protected]

Sir,

I have recently been abroad and by mistake activated for 'mobile data' for less
than one second and I was wiped of all the balance I had in my account.

As I had to make some urgent calls after I arrived back to India, I recharged
my account with Rs. 333 (as I have been doing since 2009).

To my surprise, you have arbitrarily changed the plan and given me 333 local
minutes and some 2G data and sms. So, I still could not make any calls even
after topping up my account with Rs. 333 as I was still in roaming in New
Delhi, neither could I use mobile internet. This has caused me a lot of mental
agony. I did not expect this, arbitrary changes without informing the customers
who have been using the plan for as long as four years, from Airtel.

I do not need 333 local minutes as my current rate plan gives me much more than
that and I independently recharge for 2G data.

I hereby request you to ASAP refund me my Rs. 333 or credit my main account
with Rs. 333 as it used to happen earlier.

Regards,
Capt. Mandar Halbe..

[protected]
From: "[protected]@in.airtel.com" <[protected]@in.airtel.com>
To: [protected]@yahoo.co.in
Sent: Thursday, 2 May 2013 9:00 PM
Subject: Re: RS. 333 TOP UP : PH. NO. [protected]
[|BAL|Qrc102051317050516256513|]


Namaste Mandar Halbe,

Ref: Email dated[protected], expressing concern regarding the recharge plan
being changed without your consent for your airtel mobile number [protected].

Thank you for writing to airtel and providing us the opportunity to assist you.

We realize that the situation must have inconvenienced you.

We have verified our records and we do find any credit dated[protected] for an
amount of Rs.333/- from your bank account towards recharging.

We request you to find the RC 333 recharge benefit for your reference:

RC 333
Benefit Benefits 333 local minutes + 666 mb 2G + 999 L&N sms , Validity: 30
Days

We request you to dial *123*166# (Toll free) to know the local minutes balance
and validity.

We request you to dial *123*21# (Toll free) to know the 2G balance and validity.

We request you to dial *123*5# (Toll free) to know the SMS balance and validity.

We regret to inform you that we are unable to transfer the dedicated account
balance to main account balance.

Please dial 12131(Toll free) to know the Best Scheme, Reduced rate Calling
Pack, Talk Time recharge, SMS pack, STD pack, Validity recharge available for
you current plan.

We hope that we have been able to address your query suitably.

Please do write in for any further assistance.


Yours Sincerely,
Santhosh Rao. K
Customer Care
Bharti Airtel Limited

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[protected][protected][protected]
[protected]Original Message[protected]
From: [protected]@yahoo.co.in
To: [protected]@in.airtel.com
Cc:
Sent: 03/05/2013 10:55:45 PM
Subject: Re: RS. 333 TOP UP : PH. NO. [protected] [|BAL|Qrc102051317050516256513|]

Sir,

My concern was not regarding the plan being changed without my consent, but
being changed without my knowledge after using it for several years.

Merely acknowledging my inconvenience does not help me at all and I am still
unable use my 2G data as my main account balance is still zero. You must
acknowledge that the inconvenience was caused by your arbitrary change and no
mistake of my own.

I do not require the benefits given by you under RC 333, as I have already
informed you that:
1. I get many more than 333 local minutes at my current call rate plan in Rs.
333
2. I do not need 666 MB data as I independently recharge my account with Rs. 98
and have sufficient balance in that account. (and unable to use either of that
because main account balance being zero rupees)
3. I do not need 999 sms as I rarely send text messages. (and again, I am
unable to send any text messages because main account balance being zero rupees)

So, after recharging my account with Rs. 333, I am still unable to use internet
in phone or send text, all thanks to Airtel!! So, once again, I kindly request
you to either refund my Rs. 333 or transfer the balance to my main account as
soon as possible and put an end to the inconvenience you have been causing for
last three days to your loyal customer of more than eight-nine years!!

Thank you,
Mandar Halbe..

[protected][protected]---
From: "[protected]@in.airtel.com" <[protected]@in.airtel.com>
To: [protected]@yahoo.co.in
Sent: Saturday, 4 May 2013 9:44 AM
Subject: Re: RS. 333 TOP UP : PH. NO. [protected]
[|BAL|Qrc103051322051216294577|]


Namaste Mandar Halbe,

We understand from your previous email, expressed concern regarding the
recharge plan being changed without your consent and unable to use GPRS for
your airtel mobile number [protected].

Thank you for writing to airtel and providing us the opportunity to assist you.

We realize that the situation must have inconvenienced you.

We have verified our records and we do find any credit dated[protected] for an
amount of Rs.333/- from your bank account towards recharging.

We request you to find the RC 333 recharge benefit for your reference:

RC 333
Benefit Benefits 333 local minutes + 666 mb 2G + 999 L&N sms , Validity: 30
Days

We request you to dial *123*166# (Toll free) to know the local minutes balance
and validity.

We request you to dial *123*21# (Toll free) to know the 2G balance and validity.

We request you to dial *123*5# (Toll free) to know the SMS balance and validity.

We regret to inform you that we are unable to transfer the dedicated account
balance to main account balance.

Please dial 12131(Toll free) to know the Best Scheme, Reduced rate Calling
Pack, Talk Time recharge, SMS pack, STD pack, Validity recharge available for
you current plan.

We hope that we have been able to address your query suitably.

Please do write in for any further assistance.


Yours Sincerely,
Puja Bhattacharya
Customer Care
Bharti Airtel Limited




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[protected][protected][protected]-------
This was followed by one more email from me, and I received the same reply again..