[Resolved]  Airtel — AIRTEL - Charging higher ISD rate than told by Customer care. Discrepancy of over Rs 7000

Hi,

I have a Airtel Connection - [protected]. Starting Aug 2009, I had to
make lot of ISD calls to Australia Mobile. I called up Airtel Customer
Care to ask for what are the rates for calling up Australia Mobile and
to check for better options (calling card or moving to
Vodafone/reliance).

The customer care person told me that the charges for Australia Mobile
applicable to me is Rs 6.4 per min. He also told me the rate for
Calling Card option Airtel provided but then in the call I was told
that I cam simply make ISD from the call as it is just Rs6.40. Just to
make sure Airtel doesn't charges me extra in their bill amount, I
asked the customer care for a proof and he gave me the call reference
id of this call[protected]. The person told me to refer this call
reference id in case of dispute.

Later on 15th of Sep, I received my bill from Airtel and they had
charged me Rs 10/min. The total calls I made to Australia in August
was for more than 24 hours and they charged me Rs 15410 only for ISD
call to Aus (excluding the taxes). I was expecting the amount to be Rs
9862.40 @ Rs 6.4. Extra of Rs 5547.60.
1. Applicable taxes are additional.
2. My 15 days of calls in Sept (before I came to know of the issue)
were again for over 12 hours resulting in over Rs 3000 in extra
charges.

I called up Customer Care regarding this dispute. The call was
forwarded to their Floor manager - Miss Johncy and she told that she
will follow up on this issue. She called me 2-3 times stating that
they are looking into this issue and she agreed that there is a fault
from Airtel and I should get the refund. She mentioned that the issue
will be resolved by End of Sept.

However, for the last 15 days, I haven't heard anything from Airtel. I
called up Customer care and asked to provide an update of the
complaint. I called them 4 times and still didn't get any call back
from any of their representative ot their Floor Manager - (Johncy or
equivalent). Now they are saying that that calling rate for Australia
ISD is Rs 10 and there is no discrepancy. I have been charged as per
the policy.

This is totally against
1. What was told to me in call reference #[protected]. I made it very
clear to the person that I will be calling Aus Mobile and not Aus
Landline.
2. What was agreed by Miss Johncy (call reference #[protected] that
there is a fault from Airtel and I will get the refund.

I have direct debit on my credit card and they charged extra amount to
my card for Aug and Sept bill and as of now I am worried that Airtel
is simply ignoring my request by Johncy not picking the phone and
Customer care just noting my complaint but not calling me back to
solve the problem.

Please let me know my options and how this can be resolved faster. I
am totally fed up with Airtel.

Thanks,
Manish