Airtel — Issue with billing

Address:

Bangalore, Karnataka

Airtel slapped me with a 10 K bill for one month for over usage of 3G services. I'm using 3G since Feb, on Samsung Galaxy S phone, and have 3G monitor in place to check data flowing in and out. In Feb and March, data in 3G monitor and Airtel bill matched, so I was happy. Later on, in next bill I got a shocker. Airtel told me that I used 749.542969 MB in one month, where as 3G monitor was showing 265 Mb. 250 is free as per the plan, and rest got charged by Airtel. On asking for more details like IP's, where data was downloaded, Airtel customer care told me that they have the info, but can't give to subscriber. This circus went for 2 months, where I escalated this to nodal office and then to appellate office, but all were singing the same tune, that their system is state of art, and can't perform any mistake.
Finally on 25th June, 2011, I got call from Airtel(Pradeep), and he told me that he will help me resolve this issue. And to my surprise, on 28th June, Airtel cancelled my connection.

Just to note, that this connection was 8 year old, and was post paid, and I was astonished to see the treatment they gave to me.

Anyhow, life has moved on. I'm waiting for their notice, and will see if I can move to higher authorities or consumer court.

See below mail chain:



On Fri, Jul 1, 2011 at 11:14 AM, Gurpreet Singh <[protected]@gmail.com> wrote:

Thanks for canceling the connection without calling me back after promising to sort this out.


Regards
Gurpreet


On Wed, Jun 22, 2011 at 3:55 PM, Gurpreet Singh <[protected]@gmail.com> wrote:

It's been two weeks, and I didn't hear anything from you.


Pls go ahead and cancel my connection.

I would cherish the service I used for 8 years, but ended on a bitter note.

Regards
Gurpreet


On Wed, Jun 8, 2011 at 1:43 PM, Gurpreet Singh <[protected]@gmail.com> wrote:

All

Just had a call with nodal officer, and it's locked.

I'm not ready to pay the bill, till I get more information, on where on I downloaded so much data. There's lot of discrepancy in the bill and the 3G monitor data that I have.

On top of this, one of my office colleagues just told me, that he received a 15K bill, and he fighting for his cause with Airtel. There is surely some issue in the calculation.

Let me know if there's a middle way, and I can come forward and meet and explain personally. Till that time, I won't be paying the bill.

If there's no middle way, pls go ahead and cancel my connection.

Note: I'm trying my best not to be a defaulter and pay the bill before the due date. Am using this service for last 8 years, and never faced this kind of an issue. But if Airtel has made up it's mind that there's no middle ground, I am not able to help on this.

Regards
Gurpreet


On Wed, Jun 8, 2011 at 12:38 PM, <[protected]@airtel.in> wrote:

Dear Mr. Gurpreet,

We regret for the delay in responding to your e-mail.

This has reference to your e-mail regarding charges towards to 3G GPRS services for your airtel mobile number [protected].

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

This is to inform you that the 250 MB 3G GPRS Free Thereafter 30p/20KB with Rental Rs 200 has been activated to your account on 25/02/2011 and the same is in Active status.

As per our investigation in the invoice[protected] dated 21/05/2011, there was an usage of 767532 KB (749.542969 MB) in 3G GPRS services and Rs. 11544.90/- has been charged for the same.

As per respective plan, we have already given you a discount of Rs. 3840/- and the remaining amount has been charged as per Prorate basis.

After processing all necessary adjustments, there is an Outstanding amount of Rs. 9342.47/- in your account. We request you to clear the billed amount at the nearest Airtel Relationship Centre to avoid Late Payment Fee in further invoices.

Please feel free to speak to our call center executive on 121 regarding any query/ request and 198 (Toll Free) for any complaints. You can also email us at [protected]@in.airtel.com.

If it is still unresolved, you can get in touch with the Nodal Officer with your earlier request or complaint number. Please note that our email Id's have changed You may send an email at nodalofficer.[protected]@airtel.in 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.in or you may call at [protected] from 9:30 AM to 6:30 PM Monday to Friday.

Assuring you the best of our services.

Warm Regards,

Reddy Shekhar
Nodal Office
Bharti Airtel Limited

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[protected]Original Message[protected]
From: [protected]@gmail.com
To: [protected]@airtel.in
Cc:
Sent: 30/05/2011 23:57:52
Subject: Re: FWD: [protected] [|BAL|[protected]|[protected]|]

Hi

I'm back in Bangalore on 8th June. Will contact you after that.

I noticed your call, but was busy to respond back.

Regards
Gurpreet

On Mon, May 30, 2011 at 4:52 PM, wrote:
Dear Mr. Singh,

Thank you for writing to airtel.

This has reference to your e-mail regarding billing discrepency for your airtel
Postpaid mobile number [protected].

Thank you for your mail to airtel and welcome the opportunity to assist you.

We sincerely apologize for the inconvenience caused to you. We value the
relationship built with you and trust that one odd, unfortunate incident will
not come in the way of this association. May we reiterate that we share your
anguish and have taken adequate action to ensure the non occurrence of the same
in future.

We tried to get in touch on your airtel number [protected] but unfortunately due
to no response we were not able to reach you.

To address your current concern, we have raised a complaint regarding
the GPRS charges with the relevant team. For your reference, the Unique Service
Request number is 37701097. Our team will be contacting you by 02/06/2011,
12:49 PM with an update on the issue.

You may know the status of your Service Request by dialing *121#.

We thank you for taking out the time to voice your concern. At airtel, we
believe that it is our customers' feedback that helps us to improvise on our
services.

Please feel free to speak to our call center executive on 121 regarding any
query/ request and 198 (Toll Free) for any complaints. You can also email us at
[protected]@in.airtel.com.

You can get in touch with the Nodal Officer with your earlier request or
complaint number if it's still unresolved. You may send an email at
nodalofficer.[protected]@airtel.in 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.in or you may call at [protected] from 9:30 AM
to 6:30 PM Monday to Friday.

Assuring you the best of our services.

Warm Regards,







Syed Asif
Nodal Office
Bharti Airtel Limited

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https://ispeed.airtel.in/iVoiceFeedback/Search/EFViewerDE.aspx?info=04 4 2
F68A9EB127C87878AF414799BEE12739FE7137B[protected]DF0177691&refno=[protected...⇄

Simplify Life with Airtel Selfcare. Just dial *121# and get instant information
related to your account on your Mobile Screen.

[protected]Original Message[protected]
From: [protected]@gmail.com
To: [protected]@airtel.in
Cc:
Sent: 29/05/2011 11:41:24
Subject: Fwd: [protected] [|BAL|[protected]|[protected]|]

Hi

I'm sending you entire mail of whatever happened till now.

Will give you a call when I'm back in Bangalore. Otherwise, you can give me a
call at [protected] after reading this email.

Thanks
Gurpreet

[protected] Forwarded message[protected]
From: <[protected]@in.airtel.com>
Date: Sun, May 29, 2011 at 11:37 AM
Subject: Re: [protected] [|BAL|[protected]|[protected]|]
To: [protected]@gmail.com


Dear Customer,

Ref: Email dated[protected], expressing concern regarding the 3G charges for
your airtel mobile number [protected].

Thank you for your email to airtel and the opportunity to assist you.

We sincerely apologize for any inconvenience caused to you in this regard. We
regret to inform you that we are unable to provide the information as per our
process.

Nodal Officer details:

The Nodal Desk has been designed to help resolve issues which have so far not
been resolved to your satisfaction.

You may contact the Nodal Officer of your region as per the below mentioned
details:

Contact No: [protected]
Email Address: nodalofficer.[protected]@airtel.in

The details for Nodal Officers are also available on our website www.airtel.in,

under the 'Contact Us' tab.

Nodal Officer details are also printed at the bottom of the main page of your
monthly Airtel bill.

The Nodal Officer will get back to you with the resolution / response within
10
working days. If you are not satisfied with the response from the Nodal
Officer, you may escalate your complaint / grievance to the Appellate Officer
with the details of your interaction with the Nodal Officer.

We request your kind cooperation and understanding in this regard.

We hope that we have been able to assist you suitably.

Please do write in for any further assistance.

Yours Sincerely,

Angelin Santhiya
Customer Care
Bharti Airtel Limited

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Click here to provide Feedback.

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https://ispeed.airtel.in/iVoiceFeedback/Search/EFViewerDE.aspx?info=DA3D5BA4DD3F
40454AB3DD2551B0DD3C4FB2D33E464D454A4D4C4B4E47494B4A4A&refno=[protected]

Simplify Life with Airtel Selfcare. Just dial *121# and get instant
information
related to your account on your Mobile Screen.

[protected]Original Message[protected]
From: [protected]@gmail.com
To: [protected]@in.airtel.com
Cc:
Sent: 29/05/2011 10:32:04
Subject: Re: [protected] [|BAL|[protected]|[protected]|]

If you are unable to give me the details, I'm unable to pay the bill. I need
to
get confirmed before paying it, as increase is not lil, but 900%. This is not
a
standard case.
Is there an escalation process. I'm not find it useful to talk to customer
care
via 121.

Regards
Gurpreet

On Sat, May 28, 2011 at 3:11 PM, <[protected]@in.airtel.com>wrote:
Dear Customer,

Ref: Email Dated[protected] expressing concern about 3G charges for the
invoice
date[protected] for your airtel mobile number [protected].

Thank you for your email to airtel and the opportunity to assist you.

We regret to inform you that we are unable to provide the information as per
our process and guidelines.

We would like to inform you that the as per the plan, 250 MB Free and the
free
usage will be calculated on prorate basis.

We wish to inform you that on receipt of your mail, we have verified the
charges in your bill and found that you have been charged of Rs. 11544.90/-
towards 3G service and the discount of Rs.3840.00/-(prorate) has already been
provided towards the same and the charges are valid as per the usage and we
are
unable to reverse the same.

We hope that this response has addressed your query suitably.

Please do write in for any further assistance.

Yours Sincerely,

Gopinath Rajeevan
Customer Care
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
Click here to provide Feedback.

Or, if you cannot click on the above link, please copy the full URL from
below
and paste the URL in your web browser.
https://ispeed.airtel.in/iVoiceFeedback/Search/EFViewerDE.aspx?info=60A0E61069AA
ED127C808FF21F7E8F8DF[protected]F878C8F8E8988818A8E8FF6&refno=[protected]

Simplify Life with Airtel Selfcare. Just dial *121# and get instant
information
related to your account on your Mobile Screen.

[protected]Original Message[protected]
From: [protected]@gmail.com
To: [protected]@in.airtel.com
Cc:
Sent: 28/05/2011 12:35:28
Subject: Re: [protected] [|BAL|[protected]|[protected]|]

I would like to know the sites I visited, that consumed lot of mbs. The
reason
is that I don't see any reason of my data usage going beyoung 250-270 Mb.

Thx
Gurpreet


On Sat, May 28, 2011 at 12:06 PM, <[protected]@in.airtel.com>wrote:
Dear Customer,

Ref: Email Dated[protected] expressing concern about 3G charges for the
invoice
date[protected] for your airtel mobile number [protected].

Thank you for your email to airtel and the opportunity to assist you.

We understand that you had mentioned concern about 3G charges for the
invoice
date[protected] for your airtel mobile number [protected].

We would like to inform you that 3G GPRS service for monthly rental at
Rs.200
/-,250 MB Free, [protected]@20KB has been activated in your account with effect from
25/02/2011.

We would like to inform you that the as per the plan, 250 MB Free and the
free
usage will be calculated on prorate basis.

We wish to inform you that on receipt of your mail, we have verified the
charges in your bill and found that you have been charged of Rs. 11544.90/-
towards 3G service and the discount of Rs.3840.00/-(prorate) has already
been
provided towards the same and the charges are valid as per the usage and we
are
unable to reverse the same.

We hope that this response has addressed your query suitably.

Please do write in for any further assistance.

Yours Sincerely,

Surekha Kagithi
Customer Care
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
Click here to provide Feedback.

Or, if you cannot click on the above link, please copy the full URL from
below
and paste the URL in your web browser.
https://ispeed.airtel.in/iVoiceFeedback/Search/EFViewerDE.aspx

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