[Resolved]  Airtel — Defect in Airtel Online payament & ECS facility

HI All,

Please be aware payment made for Airtel through online and through an ECS (Electronic credit system).

I am keying in the two incidents which happened with me and my colleague.



I am sending this mail to Airtel customer care also, so that at least they will realize and try to correct it.

I know by seeing this mail, they may block my number or do some other thing because they have money power.

But at least other customers should understand the pain before opting these facilities.

So, I spent so much of time and keying in the entire incident of 37 days.



Online Payment:
Payment was made on 8th Nov 2006 and with in a second amount got deducted from my account.

But it got updated/credited to Airtel account after 37 days 15th of Dec 2006.

This online payment was made using the Airtel provided online link only.

In spite of started explaining the problem from 10th Nov 2006 and also providing the online payment

details to Airtel Customer care. I had faced problem for 37 days like incoming calls /out going calls bar

every now and then.



I had explained my problem to around 35 Customer care executives and talked manager 7 level persons

(ManXXX, SarXXX, KavXXX, SentXXX etc). But still every 3rd or fourth day my connection used to be barred.



Finally some two managers told that they cannot do anything because it’s an online system fault.

Even Airtel system is not in there control.



But my concern is the online payment link is given by the Airtel site and it’s the responsibility of Airtel to sure

that customer does not face the problem in case of these type of incidents.



I also understand that No Software is this world is bug free.



But at least once the Customer sends the “Payment details copy either through mail or through FAX,

It should be made sure from the service provider that customer will not face any problem for no mistake of him”.



Till the investigation is completed it’s the responsibility of the Airtel to provide a fool proof service to the customer.



I am attaching the image which confirm when the payment was made and when it got updated in Airtel.

I am also copying a few of the written communications I had with Airtel [protected]@airtelindia.com.



Flaw in ECS facility of Bharathi Airtel :
My friend called for the Airtel customer number in which they come and collect the Airtel due amount.

In one of such incident, an employee from Bharti Airtel Limited with valid identity card came to my friends company and asked that

to take the ECS (Electronic credit system). He took the front and back of credit card and gave a valid collection receipt of

Bhrathi Tele-ventures Limited

Regd. Office : H-5/12, Qutub Ambience, Mahrauil Road, New Delhi- 110 030

But after some days he also faced the problem of barring outgoing and incoming calls. If we call to Airtel Customer care they

Saw they have no idea of who took his credit card Xerox copy. They also told that they will investigate but nothing happened

Other than barring of out coming and incoming calls.



He handled it by not paying the balance to Airtel.



But one main concern is in this advance technological world “There can be use of credit card for some anti social elements because they have both front and back of

Card. For which Airtel customer care does not give any solution other than saying nothing will happen sir”



Ex:

If some anti social elements get the credit card front and back Xerox copy and “He books a flight ticket using the credit card in his names” forget about they flying.

If by bad luck it becomes police issue. Police will not be in a position to listen your story first they will punish very badly.



[protected][protected][protected][protected][protected]

So, be careful before opting for Airtel online or ECS facility. If Airtel only does not give any response then where the common man

like you and me will go for help.



Some of you may feel this is a just a forward, so I am just copying some of the reference numbers provide for me by Airtel.

I also thought of attaching soft copy of the collection receipt provided by Airtel customer executive, But due to non availability

Of scanner. I am just attaching the dates and online payment details.



[protected][protected][protected]--

Tue, 21 Nov 2006 18:38:24 +0530; automated mail for my bank statement for my bank statement



Outgoing calls blocked (some where in this time frame)



Wed, 22 Nov 2006 11:13:25 +0530 : Will revert me back by 24 hours



Wed, 22 Nov 2006 11:16:25 +0530 : [protected] : Activation of std facilities



Again outgoing blocked (some where in this time frame)

Wed, 22 Nov 2006 20:02:28 +0530 : [REF:[protected]]

Service Request number for the same is 10535299 We would revert to you by 28/11/06



Another mail immediately : Thu, 23 Nov 2006 14:48:27 +0530 : Auto generated mail



Fri, 24 Nov 2006 00:25:48 +0530 : REF:[protected] : Your Service Request number for the same is 10535299

28/07/06 voice call or SMS by 28/11/06



Tue, 28 Nov 2006 06:19:03 PST : Sent the copy of acount statement once again. Becasuse previous two copies they lost.



Some where in this mid outgoing as well as incoming calls blocked again.





REF:[protected]] Mon, 11 Dec 2006 08:21:12 +0530 09/12/06 expressing concern over payemtn





REF:[protected] Mon, 11 Dec 2006 13:20:01 +0530



REF:[protected] Tue, 12 Dec 2006 12:05:37 +0530





I waited for 5 days and requested for outgoing calls. Again I called on 15th night Customer care executive.



But according the above promise: Nobody called and rectified my problem and I faced this for 37 days.

No response for my mails and also did not kept there promise of calling me back



(15th Dec 06) [protected]: Payment updated and they said that out going were restored.

But the fun thing is that nights incoming as well as my out going calls were blocked.



Provided outgoing, But with in 6 hours both outgoing as well as incoming calls were barred.



15th night I had talk with one manager for around 1 hour expressing my concern over this system,

for which he told they cannot do anything system is automated.

Saturday morning again my outgoing and as well as incoming as incoming calls

were blocked. I was not having any other Airtel number to contact number, I spent almost

3 hours to get the customer care number from land line and explain my problem to Customer care executive what is problem

I am facing from past 37 days.



For which her reply was: Its automated system and there people has tried maximum and they cannot do anything.



I told them if everything is automated why the hell they are sitting there and fooling the customers.



There managers and executives are so adamant that they are ready to agree that a bug exists in the

software and will try to correct it even after 37 days.

They say sometimes it happen.

[protected][protected][protected][protected][protected]--

I feel they know some diplomatic statements:

We understand sir, this will not happen again, will rectify it sir, and will arrange a call back.



So, please be aware of the Airtel payment services.



Airtel: These are incidents which had happened with me and the same thing I am communicating to

All my friends and in turn they will communicate to there friends. I have also attached some of the

Reference numbers given by you for your perusal.

I had spent time explaining my problem through mails and talks.



To executives : 20 * 15 minutes = 5 hours

To managers : 07 * 20 minutes = 1.40 minutes

Writing 6 mails: 5 * 60 Minutes = 5 hours

[protected]-

11.40 Minutes

[protected]

Above this did never know when my mobile will be having Outgoing/Incoming calls for conjugative 37 days.



-

Regards,

Rajashekhar