Airtel — Billing Issue, Wrong information provided, Wrong commitments done.

Address:

Maharashtra

Hello Sir,
I need your help. I have been targeted and harassed by Airtel. This is related to the Airtel Postpaid Mobile connection that I am using.

There where two different scenario's wherein I was committed wrongly.

The first one starts here. I had wanted to activate the SMS pack on my Airtel postpaid services. Being a customer I called the Airtel Customer care team. I was committed that the 1paise SMS would be activated on my number, which was not done and later on I was charged for the same. After a long follow and continuous struggle with the Nodal officer team, wherein they didn't call me anytime I have to call them always, I was provided with the waiver of Rs300. I was even not intimated about the waiver amout with any explanation, just got an SMS saying the "Waiver Adjustment has been done to your account"
I was being charged for the SMS charges for approximately three months i.e. three billing cycles. However, the waiver what I got was just for one particular month for which it was passed. Later on I was also informed by the Nodal office team (Through the only call that they made during the entire scenario) that my postpaid services are not eligible for any sms pack being cooperate plan.

The calculation for the waiver amount and the billing cycle's are still pending.

Now About the second and major scenario, what make me to mark you an E-mail. At the time when I had requested for the SMS services on the same day I had also requested to activate the Internet (Data service) on my postpaid number, the Airtel customer care team provided me with the wrong information.
This was an 1GB data plan, cost around Rs 98 per month. I was again provided with the wrong information by Airtel customer care team like whenever, I shall exceed with the 90% of the free data usage I would be getting an intimation message that the data services on my device are in proportionate to exceed. This was told me multiple times whenever I use to call to know about the data usage details.
I was make assured that I will get the intimation message.

This took me to the part of trouble. I used my data service for the entire month depending on the wrong information that I will surely get an SMS as soon as the data pack exceed to 90%, as committed by Airtel team.

However, I didn't received any of such intimation/ Message. This resulted in exceed in my data usage, which took place due to wrong information provided by Airtel customer care team executive. My monies are more important to me than data service, if aware and provided with proper info I would have not activated this services or took a precaution while using the same. I was charged for the data usage which was exceeded due to wrong information provided by Airtel customer care team executives multiple times (Amount Rs 3000)

Next step that I took I approached to the nodal officer team (Spoke with Ekant Sharma on 26th July 2012). My concern here was why should I pay for the amount which has been charged to me due to wrong information provided by Airtel executive. It make me feel really very bad that the nodal officer executive was not ready to accept there fault. He directly offered me with the waiver of Rs 500 without looking and working on the issue. It was like I was being charged Rs 3000 for Airtel fault/ wrong information and showing a kind favor done by providing waiver of Rs 500 from the same. I had a long conversation for one hour with the Nodal officer team which again is a paid number to make him understand to work the issue than provide with the solution, as I was aware it's not my fault but returned with negative feed back. Again loss of energy, time and monies as the number called (Nodal officer) is again a paid number.
I was being told and mentally tortured saying that I will have to provide with the Name, Date and time details of the Airted customer care executive whom I had spoke with. The most important thing what a person dont remember or doesn't make a note of it. Instead of me asking question and getting the solution, they nodal officer executive started questioning me about this silly things. This was nothing but just a way to torture. It was also told like the Airtel team do not keep a customer call conversation records for more than one month and there is no such message which a customer get on exceeding 90% of the data usage. I was shocked to hear this.

Finally I approached to the appellate officers (Spoke with Mr. Ravindra on 1st August 2012) for this. Here it was different thing as soon as I explained the issue I was been told that I would be providing with Rs 1000 as the waiver. I requested them to study the issue. I was being told to know more about the issue I will have to provide with the same details (Name, Date and time details of the Airted customer care executive whom I had spoke with and the one who had committed me this thing). There was also again a criteria set that if in case, the appellate officers found me guilty in this scenario after barring the requested call then I would not get with the Rs 1000 amount waiver as well. Same thing also repeated, Airtel team do not keep a customer call conversation records for more than one month and there is no such message which a customer get on exceeding 90% of the data usage. I was shocked to hear this

I kept quite, as I understood the way of airtel trying to make money for customers.

After a couple of day's, I call the Airtel customer care team back again as a fresh customer who wants to know about the service and add on facilities provided. This time I got the proof the Airtel customer care executive (Mr. Irfan Shaikh on 12th August 2012) who responded my call provided me with the same in correct information. He told me that all the customer's get an intimation message as soon as 60% to 70% of the data usage of the internet is done and SMS pack would be activated. He also committed that the call conversation between a Customer and Airtel customer care executive is saved on permanent basis, no matter how much years pass. Records are there. Unfortunately, I told him to activate the required SMS wherein he got the ans that this pack is not eligible for my services. He told me about that but failed on data services and call conversation part.
This time I worked smart. I recorded the entire conversation on my mobile as well.
Next day I again called appellate officers (Spoke with Mr. Harbinder on 13th August 2012) and inform them about this. It was my turn,to be frank I had a mess with them, as I had a proper proof this time for which I was harassed as well as mentally tortured. I asked for the entire bill to be waived off (Rs3600 including voice/ sms charges which previously I was ready to pay) as a compensation for my mental harassment, energy and time utilized as well as the charges to which where applicable for the time whenever I had conversations with the Nodal officer and appellate officer paid numbers.
The guy appellate officer Mr. Harbinder the most irresponsible person, asked TAT timing for 72 hours to get the issue fix, to find the solution. After that no follow up call, no update call till today. I have also tapped this call conversation as well for a proof with me.


Its like I have to call this people on the appellate officers paid number, wait on a hold explain the issue again to new executive and then respectively listen to them (We will arrange a call back from Appellate officer Mr. Harbinder) in next two hours as well as audit team are working on my issue. They are nearby and I would get the solution in next 48 working hours, which failed. Mr. Harbinder never called up neither I got any solution as committed/ informed by appellate team.

Finally today, I had a word with a lady in Appellate office Miss Smita who arrange for a call back from Mr. Harbinder. Mr. Harbinder provided me with new commitment, trust me which will never come up too. These people will start up with new reason's. He told that I would be getting a solution on 20th September.



Sir I need your help, I don't want to use this Airtel postpaid services any more. I shall go for number portability to any of other service provider or migrate my services to Airtel prepaid as soon as possible.
Please help me to do this out as soon as possible and take a legal action again all this people.

Sir why shall I suffer due to this people, literally I have call up to know the status while wetting in the rain, as this irresponsible people doesn't call back.
My number is very important and using this from past more that 6 years, recently in the month of April I portable it to Airtel from Reliance. The biggest mistake what I did. It is spread among all my friend and Business activities.

Why should I pay or continue with this bad experienced services due to there mistake or delay in call audit. Even I am not aware when my services would be barred and number get terminated, as my last two bills are skipped to be paid due to this.
Why a person should pay for this kind of circumstances with such a large amount.

"Ye Airtel sab zabardasti ka kaam kar raha hai. Bina wajaj logo ko pareshaan kar raha hai. Jinkey pass waqt nahi wo to itni baag daud bhi nahi kar payenge. Sirf paise banabey ka jariya hai"

I hope, I have reach to the proper stage and shall get an out come of this.


Mobile number having the issue with as well as on which you can contact: [protected]

Thanks in Advance for your cooperation.
Sushant Lotlikar