[Resolved]  Airtel Broadband — MANIPULATION IN ACCOUNT AND CUSTOMER DATA

Address:

Ghaziabad, Uttar Pradesh

Dear Sir,
RE; MY STANDALONE DSL CONNECTION: [protected]_dsl & COMBO CONNECTION: [protected].
I was having stand alone dsl connection but as your system does not accept cash payments for standalone connections I was advised by your various stores & customer care people to convert the connection to combo and I will get a 4 series number which is acceptable for making cash payments.
Therefore in middle of Dec I called 121 and requested them, next day many people called me and the one who called me 1st was Mr. Mohit Sharma from Amba BPO. I gave him application form with ID proof and Rs.500.00 being cost of new connection. But nothing happened for next 3 days or so. Finally I went to Airtel Office at Gandhi Nagar Ghaziabad where I met Mr. Mohit and the incharge of that office. I was told by them that due to some reason my previous connection request has been cancelled so I have to apply again. This time I was told that there is an offer of Advance rental available from Airtel and if I pay 5 months Advance rental I will get one month extra free. As the plan I had opted was costing Rs.1199+ service tax they asked me to pay Rs.6500/00 . (Annexure A) I paid them the sum along with two Sets of ID proof ( One for new connection and second for disconnection) I was told by them that I will get a new Airtel Landline instrument complimentary from them.
Later one of the person visited my house and asked me to provide some landline instrument just to install the connection as wiring etc was already there they just installed the landline instrument which I was using for my BSNL connection and told me that the new connection is activated and old has been disconnected. As there was no second wiring fixed by yr people it was easy to trust them. Next month I didn’t received the bill for any number but next month I got a call from your people that I have to pay some money as amount of service tax and I paid them the required amount. After few more days I received the call that I have not paid the bill for my previous connection which is active in Airtel records.
Immediately I called 121 and explained them everything but later I was told that someone from Yr retention Department had called me and I have agreed to keep both the connections so that’s why I have to bear the payment. Then I asked the person to tell me at which number they called me as no one had spoken to me and more over there was no second connection or wiring at my house ,to my utter surprise they told me the alternate number as [protected] which is not my number and later I found that on the bill no[protected] dated 27 Nov 2012 (Annex-C) my number is correctly as [protected] but the connection was disconnected on 24th Dec or so and the bill no:[protected] dated 27 Dec 2012 (Annex-B) and all bills issued just after disconnection shows my alternate number as [protected] (ANNEX-B). This number belongs to Mr Mohit Sharma who is working for Airtel directly or through it’s franchisee. It appears my number was illegally and unauthorisedly replaced by someone at Airtel office with some malafide intentions, I request you to inquire and advise me the reason behind this manipulation in customer data, moreover it’s a general practice that if any contact details are changed in any type of account an intimation by sms or phone call is mandatory on old address or phone number, please inquire why your people failed in this too. During all this one more month had passed and balance shown outstanding as Rs.1731.71. I told the person to rectify the error and disconnect the connection with retrospective effect from the date when new connection was installed.
Later someone from customer care told me to send a formal mail so they can rectify the error, on 21st Feb I had sent a mail to your people although nothing happen and just after couple of days one Mr. Lamba called me. I had already written about the rude behaviour of Mr Lamba to your mail id with 121 again nothing positive happened except the services to my new connection were stopped on 25th Feb or so and lying barred for last 21 days or so. All my mails to Airtel have gone ashtray. Dear Sir, as your company is adamant in recovering the amount from me, I too have decided to fight you properly and take all the measures available as per the laws. Your franchisee want me to change my statement to resolve this issue but I have told his Manager Mr. Manjer Ali it’s not possible for me to submit a wrong statement and due to this he has added my number to the reject list of his phone and now I can’t call him. Your retention supervisor who called me today wants me to pay Rs.2000. and promises that he will give me additional credit / waiver of Rs.1500.00 in my new account which too is not acceptable to me.
My questions are:
1. Why your franchisee offer a landline Airtel instrument which was not delivered.
2. Why Rs.6000.00 was credited to my account despite the fact they collected Rs.6500. from me.(Annex-D)
3. Why disconnection request dated 22nd Dec was ignored and connection kept running.
4. How my alternate number was replaced with the phone number of some Airtel marketing person. This shows no data is safe with Airtel and your people can manipulate anything and I feel in this world of terrorism and cyber crimes this is a very serious matter and shows irresponsible behaviour.
5. Even if you rectify all these errors how will you compensate the loss and inconvenience I have suffered due to barring services for last 3 weeks. Moreover what will happen to the advance rental I have paid to your company for this period?
6. If any error or mistake has happened due to wrong doing of some of your people why Airtel is not accepting it’s fault instead of harassing the subscriber.
Dear Sir, I request you to kindly help me in sorting-out this problem at the earliest. Yesterday I filled similar complaint at Airtel Facebook page and in responce one Mr. Manoj from Airtel land line number [protected]vcalled me at 12.06 pm today 17th March 2013 the person who called was not only talking rudely but has threatened me that he is sending goonda to recover money. Is that’s the way Airtel solves customers problems.