[Resolved]  Airtel — Improper billing + Not attending customers

Airtel is fooling customers by showing different rates on website and calculating your bills by higher rates. This complaint is for [protected].

I was on international tour from 4th June to 16th June. I Airtel contacted customer care on 3rd June to activate my international roaming to know the international roaming rates for the country I was going.
I was told to visit www.airtel.in to know the latest roaming rates. I did the same and taken a printout for my as well as my family members’ reference.
My phone was ON throughout my visit.
As per schedule, I returned on 16th June. So far everything was going on well.
On one fine day, I received sms from Airtel that my unbilled amount is Rs.28, 880/-, which was big shock to me.
I again visited the website and what I found was, the rates were updated after one and half year that is on 18th June and my bill is generated according to those rates.
The rates were 10 times to the earlier rates.
Thus issues are –
1. Airtel did not update the information on web-site regularly and thus misguides the customers.
2. It claims that Airtel makes aware the user when the credit limit is crossed. In my case they generated the bill when my credit limit was 145.8% of my credit limit but did not inform me at all.
3. Immediately I contacted Customer care, relationship centers to try to resolve the issue. I even contacted so called “Grievance Cell”. I realized, the understating level is very low, or no one wants to resolve the issue.
4. Finally I sent the request to cancel the connection, Airtel woke up and found out that I have due payments and thus cannot cancel the connection unless I pay.
5. I started getting calls to understand the problem. This happened 2.5 months after I registered the complaint for the first time

My conclusions
1. There is absolute no coordination among various departments in Airtel.
2. There is lack of willingness to help the customers.
3. Everyone is so engrossed in the organizational hierarchy, customer is the last category they will pay attention to.
4. The client’ database is very weak, and thus everyone in organization works on half information. For example, billing department will not know that there is complaint registered by same user in customer care regarding billing only.
5. Website is horribly slow, inconsistent, poorly maintained and updated and confusing at times.