[Resolved]  Airtel — Hotline Plan offered but still charged for the calls made to hotline number.

Complaint Launched Against:
Opposite Party Name – Airtel Mobile Services


Complaint Details:

Background:
I have been using Airtel services since year 2004. Initially it was pre-paid, then I changed to billing in year 2005, when I got corporate plan from my office. Since then till now, I am a post-paid customer of Airtel.

March’2008:
In second week of March I receive a call from an Airtel associate [as he called himself] offering me a “Hotline” plan. He explained me the plan, which was as follows:
- In this Hotline plan, I can make another Airtel postpaid number as my hotline number, meaning any calls made to and fro my and that number will be free.
I was glad to know that. I showed my interest and told that guy that the number which I want to make free is a Airtel pre-paid number. He said that I will have to make it post paid first to avail this offer. I said – “Fine’ll do that”.

Accordingly on 13th of March 2008 one boy named Narendra came to my office to collect the required documents.
1. I paid him Rs599/- [which included the Sim Cost as pre-paid was going to be converted to billing and some deposit of this plan which I was taking]
2. I gave him the old SIM number of the pre-paid card. [so that same number was to be converted to post paid]
3. And my ID proof zerox.
That same day that boy gave me new SIM card and said that within 48hrs this will be activated as billing and that old sim will be deactivated.

On 17th of March’2008, the new SIM got activated and we were very happy to avail this hotline plan. To be on safer side, as I had that associate’s name – Mangesh ([protected]) who had called me and offered me this plan and told him that my new sim is now activated and I’m availing this Hotline plan. So please keep a check that when the bill is generated I’m not charged for the calls that I make to this Hotline number and the vice-versa. He said nothing like this would happen and I can relax. I had warned him that it should not happen that after that bill is generated I get all charges for calling this hotline number and then I’ve to run to Airtel gallery. He still convinced me that nothing like this would happen.
Hence, I was carefree, relying on the words of the associate Mangesh, and availed that hotline service. I made calls to this hotline number and even calls were made from that number to my number.

Apr’2008:
My bill gets generated. I receive my first bill after activating this hotline plan. And not a surprise at all, I was charged for all the calls that I made on my so called hotline number. And even that hotline number was charged for call made to my number. I was totally frustrated. I first called up that associate Mangesh. But that mobile number was coming switched off. Then I called up Airtel Customer Care 121. There I explained them my problem and what hotline plan I have taken and how I am suppose to get all the call to hotline number free. They took my complaint and raised a service request. This was the first SR that I raised. After few days I receive a call from airtel where they tell me that no such plan is activated for me, and I am not eligible for any such hotline plan. I fought with them on the call. I told them that why had they called me up and offered this plan. I have the receipt. A guy named “Narendra” had come to my office to pick the documents I have all the proofs. Then they did further enquiry and one fine day I receive a call from Pune head office that they have deduced Rs300 from my bill. I told them that this new sim card has got activated from 17th Mar’2008. And since them all the calls from and to that number are suppose to be free. So from when have they considered and how have to concluded to a discount of Rs300 only. She did not any answer and she said that she will call again. But that call never came back.

May’2008:
I went to airtel galary and raised another request. I again explained the associate that entire case and she raised the request again. Like this I have made 4 SRs till now. And Airtel has closed all of them mentioning that I will not be getting such offer.

In the mean time in the month of May’08 I received twice calls from Airtel Bhandup office, offering me this Hotline plan. I was so annoyed on them. I said I have already taken this plan, but I am being charged for all the calls that I make to the hotline number. Once it was a height, when that associate told me that this hotline plan is especially for 299 Celebration plan customers [my billing plan is 299 Celebration].

So the billing department was telling that there is no such hotline plan in airtel, some other associates said that this hotline plan is not available for specially my billing plan. In the mean time other associates of Airtel called me thrice in the month of April and May 2008 offering me the same Hotline plan which I had already taken in Mar’08 and was suffering its after effects.

Now I have got frustrated, and mentally harassed by Airtel. Every time a new associate talks to me, and I have to spend my energy in explaining me the entire Ramayana again and again. And now the associates don’t even listen to my complaint and entire case, and simply ask me to pay the outstanding amount, which I am not going to pay. Even that Mangesh’s mobile is never available. The billing department people keep calling at my home, and they speak so rudely and loud voice. They now say that they will send me a legal notice. I have told them that I am going to take this to Consumer Court.

I am ready to clear the payments if the bill is calculated correctly as per the hotline plan. I am suppose to get either
- That Hotline plan as it was offered to me, recalculate my Mar to Jul2008 bills accordingly, then I will continue with Airtel OR
- Airtel should return me my Rs599 with interest. As they offered me Hotline plan which later they deny to service. What ever bills from March to Jul’08 should be calculated as per Hotline plan and that amout I am ready to pay. And after which I will discontinue Airtel Service officially.

I am totally fooled by Airtel. They are misleading the customers. There no consistency between departments. One department calls the customers and offers them and registers them for some exciting plans, and later the billing department is unware of any such plan and charges the customer.

I have discontinued that airtel number. As anyways they have barred my outgoing on that number. They show my total outstanding as Rs2900. I have taken another number from another service provider till then.

Please help me. I want justice.