[Resolved]  Airtel — usage of personal contacts for payment collection,Abusive language, threatening

Dear Sirs,
My wife Geetu Bhambhani has been using Airtel services since last 10 years, and she took 2 add on cards one for myself having number [protected] and other for my daughter Nikita having number [protected].
Nikita is a student, there were outstanding payments on her account for Rs 10505 as finally claimed by Airtel for last 3 billings of 3 months. Her credit limit was Rs.3000/-
As nikita must have been in shock for such amount of billings, and because of fright she did not disclose this to us.
Finally my wife geetu, my self, started getting calls using abusive language, threatening. My parents, Nikita’s friends and our relatives started getting calls, telling them to give message to nikita that she should pay the amount, or telling them that nikita has given your number to collect payment.
First of all from where did they get details of nikita’s friends and our relatives? why did Airtel divulge details of nikitas contacts to their collection agency? why were the agency authorized to use the contact details? This is totally breach of our privacy. Were the agencies authorized to use foul, abusive language and threatening? What is the guarantee that the details will not be used and misused by their agencies.
We complained to Airtel Customercare and their Nodal Officer, but in vain, though we received replies but they were not to the context of the complaint but vague and we were shunted from one email Id to another.
No one in Airtel is bothered to address the mail.
After trying all the sources we were finally invited by the assistant manager service experience mr. manish umrao, at the Airtel office at Malad to settle the case. After hearing our case he just said sorry that these unpleasant things have happened, when I asked him that you had called me to settle the case how did he propose to do so, he was also indifferent to our complaint, our trauma, misbehavior from the collection agencies, threatening, gave the answer as “pay the outstanding dues and the case is closed”.
I am also giving you the copy of original complaint for your reference in this letter.
Original complaint
This is to inform you that I have been using Airtel Sim card number
[protected] for about ten years and I had taken two add on numbers,
1) [protected] being used by my daughter Nikita,
2) [protected] being used by my husband Mahesh.
There have been dues pending on [protected],
I have received call from priya from this numbers 64539403 asking me
that there is an out standing amount of Rs.10500/- since last 3
months, and I have to pay that immediately.
When I told her that I am in Baroda and I will be coming in the month
end, when I come back I will sort out the matter, where upon she
started screaming that “ I will see to it that you pay the dues
immediately”. Again I told her that I am not there when I come back I
will sort out the matter, but she refused to listen and said that “ I
will see to it that how you don’t come from Baroda within an hour and
make the payment, I will send you a legal notice then let me see how
your don’t come from Baroda”.
Some one had called the land line number of my In-laws house and asked
for the address saying that they are calling from Courier Company and
there is a courier for nikita.
In less than an hour one of the collection boys had gone to my In-laws
house at Dahisar west, and asked for the cheque, at that time my niece
was at home she called me to confirm that a boy has come for cheque,
when I hold her that she has not told any body to collect the cheque
from you than how come some one has come to collect the payment.
The boy called the executive and gave the phone to my niece, priya
started screaming at my niece to pay the amount on our behalf and she
should collect the money from us.
Are your collections people supposed to ask others to pay the amounts
on our behalf?
There were many calls from this number to me.
Then they called nikitas friends
1) on 22nd OCT Dhariya oza and started asking questions about the
relation he had with nikita and told him to ask nikita to pay the
outstanding amount.
2) on 25th one Irfan sheikh had called my husband on cell no
[protected] and asked him to him did he know geetu Bhambhani, when my
husband asked him why are you asking and who are you, Irfan sheikh
simply said that this lady is fraud and she has done fraud of
thousands of rupees, my husband told him that you have become a judge
and have passed a judgment that she is fraud, irfan said he will tell
every body that she is fraud.
3) on 25th Irfan sheikh had called nikita”s friend prachi jain, she
called my husband that she had received a call from airtel, and they
told her that your friend nikita has given your number as alternate
number and there is a outstanding amount and ask nikita to pay the
dues.
4) on 29th Irfan sheikh had called nikitas friend leena verma.
5th on 29th Irfan sheikh had called nikitas friend Krishna Kamal
5) on 29th Irfan sheikh had called nikitas friend Vishakha Sodha.
6) on 29th Irfan sheikh called my in-laws land line number at Dahisar,
my son attended the phone , Irfan sheikh asked him that there is out
standing payment my son told him that you have been told that the
payment will be made why have you called on Land Line number, don’t
you have their cell nos please call on those numbers, Irfan sheikh
told him that she is fraud be careful with her. He repeatedly called
my cell as I was busy with some family function my son who answered
the phone Irfan sheikh inquired if he could speak to Geetu Bhambhani
or Nikita, My son told him that when you have been told that your dues
will be paid then why are you calling again and again.
7) on 30th Irfan sheikh called nikita on her Vodafone number, and
asked about the payment, he further said, when I have informed your
friends and have sent messages through them then why haven’t yout paid
the amount, Nikita told him that when I had told you that the overdue
amount will be paid in November then why have you been calling
friends, you are not supposed to do so. Nikita further told him that
she has lodged police complaint against you, Irfan sheikh told her I
don’t bother, you complain any where, I am asking for payment.
The credit limit set on the ad on phone was set at Rs 3000/- then why
did you not disconnect the phone when the credit limit was crossed,
why did you let the amount to stretch to Rs 10000/- or Rs13000/- which
your agents have been claiming.

I say that if you have appointed this type of collection agent then
what is the future of your company as:
My Daughter Nikita’s contacts details have been divulged to third
party. Are you authorized to do so? What is the Guarantee that the
phone numbers of her contacts will not be misused?
Your agent has maligned our name in the society by contacting my
daughters contacts and informing and asking them to ask nikita to make
the payments.
Your agent has threatened my husband that he will post one boy at our
kandivali address and one boy at my in-laws house to collect the
payment.
Your agent is threatening my daughter on her Vodafone cell also.
You have disturbed and threatened our privacy by giving our contact
numbers to your agent.
Your agent has sent a collection boy at my in-laws house at Dahisar
and threatened for payments.
You have not even sent me a simple letter of recovery and have asked
goonda type of agents to collect payments.

I say that you are using ‘Goondaism’ on your Airtel customers, and
maligning our name, in society, which has caused us mental torture
and harassment.
Is this what the Airtel brand is all about?
Then why I should not file the defamation against Airtel , also post
the details on Face Book, in print and electronic media about my
family’s suffering.

Geetu Bhambhani
[protected]



It leaves me with one option but to seek your help in getting the reply from Airtel.
I am enclosing the correspondence had with Airtel for your reference and action. Hoping that at least with your intervention, Airtel would take the onus of all the things and apologize for everything and assuring that the personal details and contacts will never be used or misused.
Thanking you,
Yours Truly,
Mahesh Bhambhani
[protected]
[protected]

CORRESPONDENCE WITH AIRTEL





On Tue, Feb 14, 2012 at 12:37 PM, <Manish.[protected]@in.airtel.com> wrote:
Dear Mr Bambani,

This is with regards to long pending dues of Rs 10306.49 for above Airtel number , As per records there were end number of reminders for payment sent from Airtel ,on which there were several wrong commitment made from your side to clear your dues. As the outstanding was not cleared, even after your committment your case had been escalated and now in legals. You would be receiving the notice shortly.

Please note your payments were never paid as per the due dates.



[protected][protected]
Regards,
Manish Umrao
Legal Recovery
[protected]
manish.[protected]@airtel.in
[protected][protected]



From: mahesh bhambhani <mahesh.[protected]@gmail.com>
To: manish.[protected]@airtel.in
Date: 02/13/2012 06:21 PM
Subject: No reply since 10 days
________________________________________



Dear Mr. Manish,
Thankyou for the courtsey extended to me during my visit to resolve our case.
Out of the 55 minutes we met I spoke to you about 40 minutes on the
subject and pointed out about the no reply to our mails regarding the
complaints we had made, we were just shunted from one officer to
another but none of the officers replied to our complaint, all the
mails I had forwarded to you from my wife Geetu's ID for your
reference.
where as you had assured as the case had escalated now it was your
office, which will settle the case and we should meet when I was in
Mumbai.
And surprisingly without hearing you have sent us a legal notice.
and very sorry to say that your reply after hearing me " pay the
amount due and the case os closed"
When I again pointed out the anguish, trauma which we had gone through , you
Finally you said that you have forwarded our case to the redressal committee.
It has been 10 days now since we met and I havent recieved your mail
as yet and I have lost all my patience
Sir this leaves me just helpless as none of the officers are replying
to complaints.
I have no other option but to go to the court. And now we shall meet
in the court.
Thanks for your valuable time given to me during my visit.
Mahesh Bhambhani



[protected] Forwarded message[protected]
From: Geetu Bhambhani <[protected]@gmail.com>
Date: Thu, Jan 12, 2012 at 2:28 PM
Subject: Fwd: COMPLAINT [|BAL|Qrc[protected]|]
To: manish.[protected]@airtel.in



[protected] Forwarded message[protected]
From: Geetu Bhambhani <[protected]@gmail.com>
Date: Thu, Jan 12, 2012 at 2:27 PM
Subject: Fwd: COMPLAINT [|BAL|Qrc[protected]|]
To: manish.[protected]@airtel.in



[protected] Forwarded message[protected]
From: the global consultants <[protected]@gmail.com>
Date: Fri, Dec 23, 2011 at 3:09 PM
Subject: Fwd: COMPLAINT [|BAL|Qrc[protected]|]
To: [protected]@gmail.com


Fyi

Rgds
Rima Shetty

[protected] Forwarded message[protected]
From: the global consultants <[protected]@gmail.com>
Date: Thu, Dec 22, 2011 at 1:59 PM
Subject: Fwd: COMPLAINT [|BAL|Qrc[protected]|]
To: [protected]@gmail.com


Dear Ms. Bhambhani,

Further to our conversation we confirm if you pay an amount of Rs. 7800/- against the outstanding of Rs. 10505.04/-.

We sincerely apologised for all the inconvenience caused to you.

Regards
Rima Shetty
Legal advisor


[protected] Forwarded message[protected]
From: Geetu Bhambhani <[protected]@gmail.com>
Date: Fri, Dec 16, 2011 at 2:53 PM
Subject: Fwd: COMPLAINT [|BAL|Qrc[protected]|]
To: [protected]@gmail.com


[protected] Forwarded message[protected]
From: Geetu Bhambhani <[protected]@gmail.com>
Date: Fri, Dec 16, 2011 at 2:16 PM
Subject: Re: COMPLAINT [|BAL|Qrc[protected]|]
To: nodalofficer.[protected]@in.airtel.com, [protected]@in.airtel.com


Dear Nodal Officer,
I havent yet recieved reply from you against my complaint, of misuse
of my daughters personal contacts,
Again on 9th of DEC [protected] was contacted by your partners asking
for the address as some courier has come which has to be delivered,
who ever the person was got my Gujarat number and asked for payment,
when she was informed about our complaint and the reply awaiting from
you, I was told that reply will never come.
Again today I was called by neha from a land line number [protected],
and told to send the copy of the complaint at following email ID,
[protected]@gmail.com,kindly confirm that this firm is your
partner and should we send a copy to them also for their reference,
Once again I am giving you the original complaint which has not been
replied to the context.
I am waiting for 7 days to recieve your reply then we shall meet in the court.
Geetu Bhambhani
[protected]

ORIGINAL COMPLAINT
To,
The nodal officer,
Ms. Prema Pai,
7th Bldg, 7th floor, Interface,
Mind space, Link Road,
Malad (west),
Mumbai 400064.

Dear Madam,
This is to inform you that I have been using Airtel Sim card number
[protected] for about ten years and I had taken two add on numbers,
1) [protected] being used by my daughter Nikita,
2) [protected] being used by my husband Mahesh.
There have been dues pending on [protected],
I have received call from priya from this numbers 64539403 asking me
that there is an out standing amount of Rs.10500/- since last 3
months, and I have to pay that immediately.
When I told her that I am in Baroda and I will be coming in the month
end, when I come back I will sort out the matter, where upon she
started screaming that “ I will see to it that you pay the dues
immediately”. Again I told her that I am not there when I come back I
will sort out the matter, but she refused to listen and said that “ I
will see to it that how you don’t come from Baroda within an hour and
make the payment, I will send you a legal notice then let me see how
your don’t come from Baroda”.
Some one had called the land line number of my In-laws house and asked
for the address saying that they are calling from Courier Company and
there is a courier for nikita.
In less than an hour one of the collection boys had gone to my In-laws
house at Dahisar west, and asked for the cheque, at that time my niece
was at home she called me to confirm that a boy has come for cheque,
when I hold her that she has not told any body to collect the cheque
from you than how come some one has come to collect the payment.
The boy called the executive and gave the phone to my niece, priya
started screaming at my niece to pay the amount on our behalf and she
should collect the money from us.
Are your collections people supposed to ask others to pay the amounts
on our behalf?
There were many calls from this number to me.
Then they called nikitas friends
1) on 22nd OCT Dhariya oza and started asking questions about the
relation he had with nikita and told him to ask nikita to pay the
outstanding amount.
2) on 25th one Irfan sheikh had called my husband on cell no
[protected] and asked him to him did he know geetu Bhambhani, when my
husband asked him why are you asking and who are you, Irfan sheikh
simply said that this lady is fraud and she has done fraud of
thousands of rupees, my husband told him that you have become a judge
and have passed a judgment that she is fraud, irfan said he will tell
every body that she is fraud.
3) on 25th Irfan sheikh had called nikita”s friend prachi jain, she
called my husband that she had received a call from airtel, and they
told her that your friend nikita has given your number as alternate
number and there is a outstanding amount and ask nikita to pay the
dues.
4) on 29th Irfan sheikh had called nikitas friend leena verma.
5th on 29th Irfan sheikh had called nikitas friend Krishna Kamal
5) on 29th Irfan sheikh had called nikitas friend Vishakha Sodha.
6) on 29th Irfan sheikh called my in-laws land line number at Dahisar,
my son attended the phone , Irfan sheikh asked him that there is out
standing payment my son told him that you have been told that the
payment will be made why have you called on Land Line number, don’t
you have their cell nos please call on those numbers, Irfan sheikh
told him that she is fraud be careful with her. He repeatedly called
my cell as I was busy with some family function my son who answered
the phone Irfan sheikh inquired if he could speak to Geetu Bhambhani
or Nikita, My son told him that when you have been told that your dues
will be paid then why are you calling again and again.
7) on 30th Irfan sheikh called nikita on her Vodafone number, and
asked about the payment, he further said, when I have informed your
friends and have sent messages through them then why haven’t yout paid
the amount, Nikita told him that when I had told you that the overdue
amount will be paid in November then why have you been calling
friends, you are not supposed to do so. Nikita further told him that
she has lodged police complaint against you, Irfan sheikh told her I
don’t bother, you complain any where, I am asking for payment.
The credit limit set on the ad on phone was set at Rs 3000/- then why
did you not disconnect the phone when the credit limit was crossed,
why did you let the amount to stretch to Rs 10000/- or Rs13000/- which
your agents have been claiming.

I say that if you have appointed this type of collection agent then
what is the future of your company as:
My Daughter Nikita’s contacts details have been divulged to third
party. Are you authorized to do so? What is the Guarantee that the
phone numbers of her contacts will not be misused?
Your agent has maligned our name in the society by contacting my
daughters contacts and informing and asking them to ask nikita to make
the payments.
Your agent has threatened my husband that he will post one boy at our
kandivali address and one boy at my in-laws house to collect the
payment.
Your agent is threatening my daughter on her Vodafone cell also.
You have disturbed and threatened our privacy by giving our contact
numbers to your agent.
Your agent has sent a collection boy at my in-laws house at Dahisar
and threatened for payments.
You have not even sent me a simple letter of recovery and have asked
goonda type of agents to collect payments.

I say that you are using ‘Goondaism’ on your Airtel customers, and
maligning our name, in society, which has caused us mental torture
and harassment.
Is this what the Airtel brand is all about?
Then why I should not file the defamation against Airtel , also post
the details on Face Book, in print and electronic media about my
family’s suffering.

Geetu Bhambhani
[protected]
X X XX X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X
X X X X X X X X X X X X X X X

On Thu, Nov 3, 2011 at 1:20 PM, <nodalofficer.[protected]@in.airtel.com> wrote:
> Dear Ms. Bhambhani,
>
>
>
> Warm greetings from all o[censored]s at airtel!
>
>
>
> This is in reference to your email dated 02 November 2011, expressing
> concern for your airtel mobile number [protected].
>
>
>
> We would like to inform you that kindly send your mail to
> nodalofficer.[protected]@airtel.in for your concern.
>
>
>
> We hope that this response has addressed your query suitably.
>
>
> Warm Regards Mahipal Mahipal Nodal Office Bharti Airtel Limited
>
> Your response will help us to enhance your experience with Airtel. Please
> click on the link below & provide us your valuable feedback on this
> interaction
> Click here to provide feedback
> https://ispeed.airtel.in/iVoiceFeedback/Search/EFViewerDE.aspx?info=3454B2DF197A9AE12467A3EB[protecte...⇄
>
>
>
>[protected]Original Message[protected]
> From: [protected]@gmail.com
> To: nodalofficer.[protected]@in.airtel.com
> Cc: [protected]@in.airtel.com
> Sent: 02/11/2011 11:56:11 AM
> Subject: Re: COMPLAINT [|BAL|Qrc[protected]|]
>
> Dear Madam,
> Thank you for the mail, very cleverly the main points for you to answer are
> not
> answered.
> I am putting forward the same for you to reply.
> Kindly reply at earliest.
>
> The credit limit set on the ad on phone was set at Rs 3000/- then why did
> you
> not disconnect the phone when the credit limit was crossed, why did you let
> the
> amount to stretch to Rs 10000/- or Rs13000/- which your agents have been
> claiming.
>
>
>
> I say that if you have appointed this type of collection agent then what is
> the
> future of your company as:
>
> My Daughter Nikita¿s contacts details have been divulged to third party. Are
> you authorized to do so? What is the Guarantee that the phone numbers of her
> contacts will not be misused?
> Your agent has maligned our name in the society by contacting my daughters
> contacts and informing and asking them to ask nikita to make the payments.
> Your agent has threatened my husband that he will post one boy at our
> kandivali
> address and one boy at my in-laws house to collect the payment.
> Your agent is threatening my daughter on her Vodafone cell also.
> You have disturbed and threatened our privacy by giving our contact numbers
> to
> your agent.
> Your agent has sent a collection boy at my in-laws house at Dahisar and
> threatened for payments.
> You have not even sent me a simple letter of recovery and have asked goonda
> type of agents to collect payments.
>
>
>
> I say that you are using `Goondaism¿ on your Airtel customers, and maligning
> our name, in society, which has caused us mental torture and harassment.
>
> Is this what the Airtel brand is all about?
>
> Then why I should not file the defamation against Airtel , also post the
> details on Face Book, in print and electronic media about my
> family¿s suffering.
>
>
>
> Geetu Bhambhani
> [protected]
>
> On Sun, Oct 30, 2011 at 3:26 PM, wrote:
> Dear Geetu Bhambhani,
>
> Ref: Email dated 30/10/2011, expressing your concern regarding the payment
> reminders for your airtel mobile number [protected].
>
> Thank you for your email to airtel and the opportunity to assist you.
>
> We completely comprehend your viewpoint and sincerely apologize for any
> difficulty caused to you by our Customer service department.
>
> We take pride in enhancing our customers with our responsive and friendly
> approach. It has always been our constant endeavor to ensure, that our
> customers are delighted by our inimitable approach.
>
> We wish to inform you that the calls regarding intimate you about the due
> date
> and the outstanding amount are to ensure that you have received information
> regarding your impending payment. It is a reminder service. Our intention is
> to
> ensure that you are not charged any late payment charges and are able to
> enjoy
> continued services on your airtel mobile.
>
> The last bill for your mobile has been generated on 27/10/2011, amount due
> is
> Rs.10442.95/- and the due date for making the payment is 14/11/2011.
>
> We would also like to let you know about the option of checking the details
> of
> the last 3 payments made by dialing *121# (Toll free) from your Airtel
> mobile.
>
> We hope that this response has addressed your query suitably.
>
> Please do write in for any further assistance.
>
>
> Yours Sincerely,
> Asha
> Customer Care
> Bharti airtel Limited