[Resolved]  Airtel Broadband Services — CHEATING THE CUSTOMERS

Mr. Mittal,

This one is for your attention!!!

This is in regards to my Airtel Broadband connection. I have been a customer with Airtel for over 1.5 years now. Never during this entire period my bill exceeded my monthly usage limit of 2GB except for the last 2 months wherein I have been billed Rs. 6500(for over usage of my DSL connection). Despite of around 15-20 calls to Airtel to date, the issue has still not been resolved. On top of it, the illiterate engineers at Airtel blame it on me mentioning there is a virus in my laptop which is the cause of all this(despite of telling them time and again that I have 2 Anti-Virus softwares in my laptop). So, I decided not to make any payments for the same and get the account disconnected. After making 4-5 calls to Airtel and failing to explain the entire situation, I placed a request for the disconnection of my services. And I was told that they would not make any waiver. On 6th of August, I recieved a call from a person named Imran from Airtel suggesting to make a payment of Rs 3000 and assured me of waiving of the rest of the amount and I also made a request to kindly change my tarriff to an unlimited plan so that I do not end up in such a soup again. Imran agreed to it and asked an executive to collect the amount from my office in the evening. The amount was paid to Mr. Satyendra Rawat through the cheque dated August 6, 2009. I was thankful to my stars that I have finally got out of the trouble now until 10th August when I recieved a call from Airtel asking for the balance amount of Rs. 3500. The next day, August 11th, I called up the customer services and spoke with a supervisor named Ambika. To my surprise, she did not have any records in their system which could mention about the waiver. Moreover, Ambika was not even aware of the fact that someone from Airtel has called me for the same. On top of it, how foolish could someone be by asking the customer if I have saved the number where Imran called me from? Also, did I ask for Satyendra Rawat's IDs(the guy who came to collect the payment). She also said that the call could have been from a collection agency and she is not aware of what has been committed to me.

THIS CLEARLY MEANS THAT AIRTEL IS CHEATING CUSTOMERS BY ARRANGING CALLS FROM COLLECTION AGENCIES AND GIVING FALSE COMMITMENTS TO CUSTOMERS.

I gave 2 ticket numbers for which I recieved confirmation mesages from Airtel mentioning that they have been resolved. I assumed that they must be for my tarriff migration and the amount waiver. But, Ambika did not have any clue about the same. She assured me a callback before 7PM on August 11(I discussed the entire issue with her at 11:45AM on August 11) with all the updates as what is happening in my Airtel account. I did not recieve any callback. Today, August 12th, I called up Ambika around the same time and I was again assured of a callback before 2PM. NO CALLBACK AGAIN.(This is the quality of assurances and commitments from Airtel and I believe that the coomitment of waiver belongs to the same category)

After a long wait, I finally gave up and called up Airtel customer services around 4:30PM today and asked for Ambika. To my surprise, one of the agents named, Vijender told me that Ambika had already left for the day as her shift normally gets over by 4PM. I failed to understand whay wrong commitments again?? How could a supervisor in customer services give such misleading commitments. What kind of customer service examples is Airtel trying to set up amongst the customer service fraternity? I guess I was fortunate enough to speak to another supervisor named, Brijnath Tripathi to whom I narrated the entire story(he probably was about 6th or 7th person at Airtel to whom the entire story was narrated and that too at my expense as everytiime it's been a long wait to get through to the customer services). I was again given an assurance for a callback from him or the relevant(back end) department before 6PM today. NO CALLBACK AGAIN. So, again I again had the "privilege" of calling them back and as usual I was told by an agent named Deepak that Mr. Tripathi had already left for the day but, he would inform him and will arrange a callback from Mr. Tripathi. I really appreciate that Mr. Tripathi did call me back. Atleast someone at Airtel had courtesy to call me back. As suggested by Mr. Tripathi, a callback has been arranged to me before 6 PM on August 13th(tomorrow) to get the entire issue resolved. But, now I sincerely DO NOT TRUST AIRTEL for whatever commitments given to me so far. I have decided to get my services disconnected if this matter does not get resolved and would not make any payments in this regards.

Ankur Sood.