[Resolved]  Airtel — Balance not credited after making online payment.

Address:

Mumbai City, Maharashtra

Hello Team,

I would like to draw your attention to my experiences with Airtel.

1) On March 18, 2012 I recharged my account online with Some of Rs:-50 , Transaction id:[protected]

2) Once the rechanre the compleated I got SMS form 5555 saying you account has been recharged with Rs:- 43.00

3) After this when I check my account balance I noticed the account balance was Rs:- 3.00, which means the account was not rechared and the balance was not added in to my account.

4) After this when I called your customer services (Mumbai) on 20/03/2012 (I was hoping that, balance will come in to my account, but since nothing happened in two days, I decided to call on 20/03/2012) , I expalined them with the details, I helped them with the Transaction id and all my details and you CSR infoirmed me that, you will get a call from our end on 21/03/2012.

5) Since I never received any call from your end, I again called your customer service (Mumbai) and I asked them for the complaint I have logged (complaint no:- conrc[protected]).

6) On above call airtel CSR informed me that, due to incomplete information you complaint was rejected.

7) Here when I called them I helped them with all the details which they have asked me for, then on what basis my complaint was rejected.

8) When I ask the same question to their CSR, she said it was our fault and we are sorry for the same.

9) It means if I have not been called on 21/03/2012, I will never come to know about the status, that they have rejected my complaint because of their fault which is unjustified, unwarranted and unacceptable.

This is how they provide service to their customer?

10) Airtel CSR then logged one more complaint for the same issue with the complaint no:[protected] and when I asked her to mentioned my old ticket no which was rejected by them because of their fault, she simply denied that and told me you will get a call now on 23/03/2012 instead 21/03/2012.

Now tell me why should I wait till 23rd March, 2012 because of your fault? This is how they avoid your mistakes? this is how they treat their customers?

I told them If you regret what has happened with me and would like to take corrective measures, I would still be willing to provide an opportunity to airtel for the same (in that event I would like to have my balance added in to my account by today itself (21/03/2012) )

But if you feel that the problem is something that can't be fixed, then i have to take the necessary action.

I also marked Sunil Mittal in CC and told him that, I hope you would personally look into this matter and take the necessary action promptly. The following are the my details :

Mobile Number : [protected]
Transaction id:[protected]
Old complaint no (Logged on 20/03/2012):- conrc[protected]
New complaint no (Logged on:- 21/03/2012):[protected]

After this on 03/22/2012 With reference to the above, I got SMS from their end saying your issue has been resolved for complaint no:- conrc[protected], but when I checked my balance nothing has been added in to my account. So I asked them may I know on what basis was this issue considered resolved ? .
This is getting increasingly frustrating.

Without me being credited with the talk time for which I have paid for, how could the issue be considered as resolved.

On the telephonic conversation with the customer Service representative, I was informed that, they tried calling me and that my no was not reachable.

I informed them I have received several calls since morning and my number was not out of coverage or switched off. So what I was informed by the Customer Service Representative was false ans incorrect information was provided. And if you would like to still insist that my number was not reachable, obviously, there is a serious problem with Airtel Network Coverage and you need to resolve it.

I then told them that, to summarize, my primary concern of not being credited with the talk time for which I have paid for becomes the secondary concern and the poor customer service I have been receiving becomes the primary concern. The customer service representatives must get some lessons about professionalism.

Coming back to the initial issue, I have not being credited with the talk time (a service or product) for which I have already paid for. I told them Please be aware that this accounts to fraud under section 420 of IPC.

If I fail to get a quick response on this I would be compelled to initiate legal proceedings against Bharti Airtel.

After this on 03/26/2012 I got the call from Nodel officer Sapna chavan (No:- +91-[protected]) and she informed me that, we will resolve your issue on 03/28/2012. I waited for their call on 03/28/2012 but they didn’t called me and they didn’t even updated me with the satus.

I then mail them with the following and still they haven’t done anything.

Email from Nodel Officer:-

/* From: nodalofficer.[protected]@in.airtel.com
Sent: Mon, 26 Mar 2012 17:41:02
To: [protected]@rediffmail.com
Subject: Re: EXPERIENCE WITH AIRTEL [|BAL|Qrc[protected]|]
Dear Mr. Rana,

Ref: Email dated on 26 March 2012, regarding the non-receipt of recharge amount on your airtel mobile number [protected].

Warm greetings from all o[censored]s at airtel.
As per our telephonic conversation, your concern regarding the non-receipt of recharge amount has been addressed.
Further, we would like to inform you that, we have raised a complaint regarding the recharge amount not received with the concerned team. For your reference, the unique service request number is 416626. Our team will contact you by 28 March 2012, with an update on the same.
Also, we wish to assure you that we have registered your feedback and would be working to ensure that this is incorporated in our service delivery in future.
We would like to thank you for taking out the time to voice your concern. At airtel, we believe that our customer¿s feedback is a valuable input which helps us to improve our services and ensure that we strive towards achieving customer satisfaction.
You may know the status of your service request by dialing *121# as well.
We regret for the inconvenience caused.
Please do write in for any further assistance.
Please feel free to speak to our call center executive on 121 regarding any query/request and on 198 for any complaint, you can also email us at [protected]@in.airtel.com.
ou can get in touch with the Nodal Officer with your earlier request or complaint number if it is still unresolved. Kindly note that our email id¿s have changed. You may send an email at nodalofficer.[protected]@airtel.com or you may call at [protected] from 9:30 AM to 6:30 PM Monday to Friday. The Nodal officer will provide a resolution to your complaint in 10 days.
If you do not receive a satisfactory response from Nodal officer you may send an email at appellate.[protected]@airtel.com or you may call at [protected] from 9:30 AM to 6:30 PM Monday to Friday.
Warm Regards Sapna Chauhan Nodal Office Bharti Airtel Limited

Your response will help us to enhance your experience with Airtel. Please click on the link below & provide us your valuable feedback on this interaction
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*/

Email to Nodel Officer:-

Hi Sapna,

With reference to your email, given below my issue has to be resolved by 03/28/2012. But if I check my account balance nothing has been creadited in to my account yet. Also per your email, i should get the call from your end on 03/28/2012 but nothing has been done yet.

I am not at all getting why there is delay is resolving this issue? I facing this issue since 03/18/202 and nothing has been done yet, even after providing all the proofs.

This is how Airtel provides services to their sutomers. it;'s one of the worst customer services I have received in my life.
I wanted to know why you are not taking this issue seriously? I have paid the amount still I am not getting my balance back then what exactly you people are doing now? what else you want from your customer now?

This is totally frustating me now?

Mr. Mittal, Kapil Sibal and Appellate team, please do let me know if you do not want to interfare this issue.

Your people are the authoritis, if you will not do something then it it is obvious that, every CSR will do what they want.

If this is the case, then I am sorry but I think you are good for nothing?

Ms. Sapna:- Please let me know the status os this issue. Do you want to retun my balance back or not?

One of the frustated customer.

--Sainath Rana.


I request CNBC AAwaz to please look in to this matter and help me getting my balance.

Thanks in advance,
Sainath Rana.