[Resolved]  Airtel Broadband — Wrong charging for smart bytes

Address:

New Delhi, Delhi

My airtel landline number is[protected]. I am using 4Mbps plan of Airtel Broadband. My billing cycle starts from the 27th of every month. I get 80 GB at 4Mbps and after this limit I get 256Kbps speed. On 24th Jan , I checked my remaining usage and it was around 11GB and on 25th at 4:00 PM speed was decreased to 256Kbps automatically. Airtel.in portal was not displaying the remaining GB and I thought I had consumed all of my free GB(80 GB) and I clicked on Smart bytes option of 20GB more. That costed me Rs 799. I restarted my router and the speed was still the same (256kbps). Then I refreshed my online account. Now it showed 36GB so I called Airtel customer care immediately and informed them about what happened. Initially they said that they can not issue refund for Value added Services. After few minutes they transferred my call to their supervisor . Supervisor repeated the same story that they can not issue refund for smart bytes. I keep insisting that it was a mistake. I explained her many times why did I purchase the additional GB. I told her that I cant use 36GB in 36 hours. and I dont want additional GB. Then that lady transferred my call to Tier 3 . Anuj was the name of the person and he told me that he cant do anything since the bill has not been generated yet , so he gave me a reference number which is [protected] . According to him , I had to call to Customer care executive once the bill gets generated. I was out of town and returned on 9th of Feb. I did call to Customer care executive and gve my reference number. He offered me a discount of only 250 Rs. I asked for nodal officer number then he asked me to wait for few minutes. He asked me if I want to talk with his senior and I said Yes. After a couple of minutes his senior came and said it is not possible to provide refund for smart bytes.

Now questions arises
1. Why don't your website ask for card information when customer tries to purchase smart bytes for first time ?
2. Why did your tier 3 person give me reference number and asked me to call back once the bill gets generated.
3. Why your executives are not allowed to give number of nodal officer?

My account details are given below
Phone number :[protected]
Mobile : [protected]
email : er.[protected]@gmail.com