[Resolved]  Airtel — Charged excess for my GPRS plan

KIND ATTN. - MR. SUMIL MITTAL

This is to bring to your notice that I as a customer has been following up for my complaint and without a customer’s satisfaction, your customer care people have been recording my complaint as been solved and reply that its resolved and post that there is no complaint from this no. Please note that I have been getting lot of problems with my airtel no. for past 1 year 6 months and all of those I have been getting resolved by making numerous calls to Airtel…

I am sure you understand and agree with me every time a customer calls a customer care 121 the problem encountered has to be explained from the beginning to different people there and each time its very time consuming & also irritating. BUT THIS TIME THE PROBLEM SEEM TO ME BIG & IS NOT BEEN RESOLVED… NO ONE IS EXTENDING ME SUPPORT FROM AIRTEL. “APPOLOGIES & SORRY FOR INCONVINENCE” is the only two word your cust. Care representatives know. I would request you to please go through the matter mentioned in detail in my email sent to Mr. MANU TALWAR, CEO M&G circle. Also I would appreciate if my phone is not disconnected till this matter is resolved I will not pay the dues for my September Bill, since there are some unwanted & addition charged been levied to me.

Airtel cannot fool its customers and you can not lived charges for what does not belong to me as a customer. Its not about money, it’s about unethical practices & unprofessional & casual attitude towards a customers complaint. Why is that decisions are taken without prior information to the user of AIRTEL.

Look forward for a solution on this!!!
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KIND ATTN – MR. TIWARI, CEO M & G

I have written an email to you on 25th October and was looking for some solution to my problem, though Nodal officer had replied to my email but I am not satisfied. Since this issue has been followed up by me since September 27th, where the customer care mentioned that my bill amount is 5000 + and when enquired for how come the bill is so high he mentioned “Ma’am your bill has value added services component is of 2770/- which is for your gprs usage and he said ma’am you for currently on zero plan” I got really surprised, angry, and frustrated because who has given airtel and authority to change my 599 gprs plan to zero plan. It was quite annoying and I was quite uncomfortable with the whole issue. Ever since I am trying to get my case resolved and no one is taking ownership to answer a simple question – “Who changed my plan without my consent and notice?” With lot of expectations & hope from you I am writing this email to you once again.

Plan active in my phone was "Airtel Data card 599 Plan" according to which I should get 1GB free usage as mentioned in the link

http://www.airtel.in/wps/wcm/connect/Airtel.in/airtel.in/home/foryou/mobile/postpaid/services/data+services/pg_fy_mb_postp_services_ds

However I have been charged 30Paise for 50 Kb. My total usage is only 432 MB. Also I have checked the entire itemized bill number of times and I discovered my GPRS bill plan was changed without my consent on 3rd September. Would you like to comment on it? THIS CLEARLY SAYS THAT I HAVE NOT USED 1GB COMPLETELY. Who has given the consent / authority to change my plan without my prior notice?

Therefore I fail to agree that the concern department has charged my correctly for the GPRS usage as per the GPRS plan active on my Airtel number. For your reference my AIRTEL MOBILE BILL FOR SEPTERBER is attached.
Secondly, let me also make it very clear that for all my other complaints I have been personally been involved and in getting my problems resolved with airtel.

Thirdly, as regards my official email Id Airtel has the same id which I have given long back.

Fourthly, Network problem is faced by me numerous times and every time I make a complaint I receive a call from airtel now the problem is resolved. How much time can one spend on all these miscellaneous things and the only possibility where I can afford to spend all my time calling airtel is when I work with you.

Lastly, call conference activation / deactivation issues have happened with me several times when this no. was taken for which I have not bothered to escalate the matter to Nodal Offier or CEO of Maharashtra & Goa circle. Now that the problem of GPRS has come … I have got totally exhausted with the attitude at AIRTEL CUSTOMER CARE and I am very sorry to say that neither the cust. Care nor you “ NODAL OFFER” have done any good to me… my problem is still not resolved and my complaint 26th October.

LOOK FORWARD FOR YOUR REPLY!!

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Problem occurred when I had asked airtel to ACTIVATE my GPRS connection on mobile for AIRTEL 599 plan which permits me / user to use 1 GB free post which I will have to pay 10 paisa per minute. Well I was fine with this offer and requested for activation.

The issue was identified when I called airtel on September 27, 2009 to send E-bill to me so that I can pay the bill before I travel to Delhi on 2nd October. Although I representative I spoke to said as per the policy airtel will issue the bill only on October 5th 2009. on request he had mentioned all the billing details to me where by he said that there are Rs.2770/- charged in my airtel invoice under VALUE ADDED SERVICES which was really surprising because I have not used 1GB completely which I was sure. The customer care representative mentioned that I was enrolled for GRPS ZERO plan where by all my data usage will be on charged… It is really crazy that when a customer had asked for Rs.599 plan than with whose permission has AIRTEL put me on ZERO plan. When I told the same to the representative he apologies for the same and said the technical department will look into the matter…and I will get a message saying so and so amount waived off.

Going with what he said was I was quite for sometime but after 3 days again I call Airtel had to waste my TIME, EFFORTS, ENERGY EXPLAINING THE COMPLETE CASE TO A NEW REPRESENTATIVE AND HE ASSURE ME OF HIS SURVISOR WILL CALL ME SINCE HE WILL HAVE NO SAY IN THE MATTER APART FROM OFFERING ME Rs.500/- waive off. It’s not a question of refunding Rs.500/- OR giving some discount or concession. This is really not appreciated that somebody else may be AIRTEL boby in itself takes decisions on its CUSTOMERS behalf.

I have been following up ever since and three representatives said that I was on ZERO plan and other SAID THAT I WAS ON 599 AIRTEL GRPS Plan. When I have received the bill I have personally checked my usage is not more than 4 and my bill plan clearly says 599 plan for gprs. NOW what would you call this as…a height of casual & irresponsible and unprofessional work.

Now the fact of the matter is I have been talking to lot of customer care representative but till date i.e. October 25, 2009 my problem is not yet been resolved. Spoken to Airtel Customer Care – call reached Delhi cust. care and after hearing the whole matter the representative said “ma’am sincere apologies the call got diverted to Delhi Cust. Care we will be of no help to you will convey the whole matter to Mumbai customer care and you will surely get a call back”. This is not a GREAT SERVICE STANDARD and rather I would say over the passage of years the service quality of AIRTEL has come down. Calls were continuously been made on 1st Oct, 8th Oct, 12th Oct – Ms. Tanvi – Mumbai Cust. Care, 15th Oct – Manoj from Delhi Cust. Care, Neelum from Delhi again, Manoj from Mumbai & Kunal Kshatri from Delhi again. THE PROBLEM IS STILL UNRESOLVED.

Tried calling the Nodal officer, Mumbai – Cheryl Pereira on [protected] but the call was not answered and only airtel pre-recoreded message/ songs were played.

With lot of hope and expectation from you I as a customer want to kindly get my problem resolved. I HAVE NOT PAID THE INVOICE FOR SEPTEMBER AND WILL NOT PAY TILL MY PROBLEM IS RESOLVED.

LOOK FORWARD FOR QUICK SOLUTION TO THIS PROBLEM. RIGHT NOW I HAVE ALL NEGATIVE NOTIONS FOR THE AIRTEL SERVICE STANDARD IS A BIG QUESTION MARK IN ITSELF.

I WOULD REQUEST YOU TO RESOLVE MY CASE AND ALSO PLEASE DO NOT DISCONNECT THIS NO. TILL THE CASE IS RESOLVED BECAUSE THAT’S MY ONLY POINT OF CONTACT WITH MY OFFICE & FAMILY.

Best Regards