[Resolved]  Airtel — Prepaid Card - Deactivated after submission of documents, no response for more than a month

We had procured a prepaid SIM card ([protected]) from Laser Valley Telecom, 27, Bazullah Road, T.Nagar, Chennai 17 - Contact [protected] on 30th May 2009. The relevant documents (xerox copy attested) were handed over to the counter person on the same day and we were assured that the card would be activated in 24 hours time. After several follow ups we finally had the SIM activated after almost one and half days.



After 3 days the SIM got deactivated automatically with no prior notification to us and no incoming or outgoing calls could be made, on making outgoing calls, the message we got was "Your line is temporarily deactivated due to non-submission of documents". We did multiple follow-ups with the AIRTEL customer care support and went down 2-3 times to the showroom to report the problem. We spoke to the showroom owner Geoffery ([protected]), where in he promised that there was some issue at Airtel end and the LW document submission no was not clearly communicated internally and he would take care of it.



The line was not activated for more than a week, and we had been still continuously and patiently following up with another person Ram ( [protected] ) in Laser Valley Telecom, as Geoffery was not reachable. After multiple follow-ups and visits to the showroom in T. Nagar, the line was activated by the end of the day on 14th June. The next day morning when we tried making an outgoing call, we again received the same message "Your line is temporarily deactivated due to non-submission of documents". Since that day till date we have been trying to reach Ram, Geoffery and have also registered another complaint with the Airtel customer care support[protected]th June) for which we were told to contact the showroom for activation of the SIM.



I would also like to bring to your notice that we had procured two SIM cards (one for my father-in-law and another for my mother-in-law) in April 2009 beginning from CELL.COM at T.Nagar which also did not get activated for more than a month after our constant follow-ups with the Airtel customer support centre and showroom where we purchased it. We had procured these prepaid SIM cards to attend to personal medical emergencies in the family and ultimately we could not use it. The whole purpose of having procured the Prepaid SIM is lost, as my Father-in-law expired due to illness on 17th April 2009.



Everytime we try calling the airtel customer support centre we get standard replies that either we have to walk into their showroom to resolve the issue ( knowing the fact that this is an issue where somebody has probably lost the documents we submitted or has not submitted it properly), due to which the SIM is not activated. When we try reaching the showroom owner or customer support executive either he is not interested in attending to our problem or just notes down our mobile no. [protected] and says that he will get it activated in 24 hours, which anyway does not happen.



It has been 2 months since we are trying to get a prepaid SIM activated with Airtel but with no proper support from any of your customer support executives or your nodal officer’s (whose mobile no.s are switched off most of the day – [protected]).



It is pathetic to note that a mobile network who advertises on perfect service and customer support ultimately cannot cater to such a simple request like this.

I have raised this issue with the [protected]@airtel.in on 01st July 2009, but there has been no response.

When I tried calling the Airtel Customer care support yesterday again, the response i get from a senior executive officer is that i need to resubmit the documents as they have not got registered with them due to loss of documents.

I hope to get a proper resolution atleast by raising this complaint with you.

Regards Gayathri R Khanna
+91 [protected]