Airtel — Airtel/Mobile

Address:

Bangalore, Karnataka

This is regarding our Airtel mobile number [protected]. It seems it has become a standard practice with Airtel to penalize the customer for their own inefficiencies.

This number was taken by me in my wife's name last month or so. As it is, it took about 6 days in getting activated as the customer support executive at their Customer Relationship Centre (?) did not check the quality of the xerox of passport (which was handed over to her personally and signed in her presence) and Airtel did not even bother to inform us about this. We had to visit again and give another copy.

Anyways, the real problem started on the 19th of January. Suddenly, without warning, they barred the outgoing on this number. On calling they said the bill has crossed the credit limit of Rs. 1300/- and hence the outgoing is barred. I was on road but managed to make a payment of Rs. 1500/- through their portal www.airtel.in. The connection worked for one day and was again barred. After calling , it was restored for some time and again got barred. On asking we were told that the payment has not got updated (this despite giving them the approval code , the authorization code and the phone number of my banker for them to validate the payment.

I made a second payment of Rs.1500/- from their portal on the 21st and this time managed to send them the receipt too. The connection was restored for a day but to be suspended totally again! The reason still was the same - both the payments were not updated in their system.

I then went to the same Customer Relationship Centre at Marathahalli where the lady there quite rudely connected me to the helpline. This was the same gentleman (I think his name was Sandeep) whom I had talked to on the 19th. In my frustration, I asked him how much I have to pay to get the connection converted to a prepaid. He said since both the payments are not reflecting in their system, if I could pay cash Rs.2990/- , the connection would be converted to a prepaid one.

I paid cash and thought it was good riddance , but no! Airtel was not over with me still. Despite having paid Rs.5990/- (3000/- online and 2990/- cash) exclusive of the deposit paid initially, the connection was suspended in the evening! Not only that , in their system it is showing as a free number ie. it can be given to another customer.

I am a long time customer of Airtel but recent incidents have completely eroded my confidence in Airtel. This company used to be comparable to any company in the world as far as the service standards were concerned but I think even BSNL is better than Airtel now!

Shame on you Mr MIttal.. It seems your Indian operations have now taken a back seat since the time you have become an MNC. There has been a steady decline in the service standards and your company is now rated as one of the worst companies' as far as customer orientation is concerned. Believe me, this is not an isolated opinion. I have been hearing complaints about the deteriorating standards from many people. Its only that I never believed it till now.

Now I do.