[Resolved] Airtel — Customer Harassment | |||
Hi, My Internet is getting disconnected very frequently and I have lodged a complaint regarding the same on 21st Oct, but still no action has been taken regarding the same. I had called up yesterday again regarding the same but I was told that employees are on Leave on Dussehra and solution will be provided to me in first half of 25th. However, I did not receive any call-back and so I called again at around 2:45 pm and I was told that I will receive a call-back within the next 2 hours. However, I did not receive any call till 5 pm and so I called again and was told that my call has been closed at around 4 pm saying that online resolution has been provided? However, no call has been even made to me at that time, so how was the online resolution provided. I have faced similar issues in the past also when Airtel engineers close the calls without providing any solution. This is very unprofessional and is not expected from a company like Airtel. Anyways, I re-opened the call at 5 pm and I was told and also got automated message that my call will be closed by 7 pm. However, I did not get any call from any engineer, so I called Mr. Kishan([protected]) who had attended to my call initially ( Please note that my complaint on 21st was a recurrence of my complaint a week back, when it was claimed to be solved by Mr.Kishan but problem again re-appeared within a week). He told me that Mr.Rahul will be attending to my call , so I called him and he said he will come within an hour. When I called him after half an hour, he said he has left for my house. I kept on waiting but no one turned up. I called up again and Mr. Rahul([protected]) did not pick up the call. I called up Mr.Syed([protected]), who I was told is the supervisor. He picked up the call after a few attempts and told me that he has talked with Mr.Rahul and he has left for my house. It has been 2 hours I have been waiting and no one has turned up. I needed the net very urgently for these 2 days and Airtel has really harassed me and caused irreparable damage to me. I am contemplating discontinuing my Airtel service. Was this information helpful? | |||
Aug 13, 2020 Complaint marked as Resolved | |||
 3 Comments | |||
Comments
To whomsoever it may concern
This is to inform you that I requested Airtel for surrendering of my broadband connection with phone number[protected] on August 3, 2011 after talking to their customer care. Thereafter, I had vide my mail dated September 29, 2011 again requested Airtel to complete the formalities regarding the surrendering of the said connection. I stopped using this facility since mid-July 2011 since the time the supplied modem became non-functional. As mentioned earlier, on August 3, 2011, I expressed my wish to surrender the said connection and requested the company to let me know the final settlement amount. On September 29, 2011, I wrote back to your company after I received the monthly statement in a regular manner.
The primary reason behind my disconnecting the Airtel connection was the extremely poor service that I have received over a period of about two years that I had used the connection. More importantly, the lack of response from the company's side, even to the extent of not receiving any response to mails write to Nodal Officer further corroborated my belief about the inability/unwillingness of the company to provide service to consumers.
In the following two months I have been receiving numerous calls from the customer care executives of the company asking me to pay the monthly bill, to which I responded by saying that since the said connection has been surrendered, why are you sending me the monthly bills? The caller would always respond by saying that she was not aware about the surrendering of the connection and hence I should pay up. One day after explaining the incident to the CC executive who transferred the line to her senior, this harassment stopped for a while. Regretfully, it started all over again, first with computerised voice message, and then with calls from the executives once again.
On October 14, 2011, I received the monthly statement for the billing period September 8, 2011 to October 7, 2011 - the third monthly statement since requesting for the disconnection and asking for the settlement. I then wrote a mail to the company on October 15, 2011 requesting them to look into the matter and resolve the issue at the earliest. I promptly received a reply from the appellate expressing apologies and stating that the matter will be resolved in 7 days. Regretfully nothing happened even after that.
I then received a letter dated January 09, 2012, in which I was asked to walk in to Airtel's Salt Lake office 'for resolution of the outstanding amount accruing in your account and as well as for payment collection'. The same letter also mentions that the letter be treated as the last intimation prior to initiating further recovery proceedings pf outstanding dues. I fail to understand how a company like Airtel can even think of sending such a letter where at every stage they have miserably failed to provide service to the customer. I have on numerous accounts sent complaint mails to the company, for which I have only received service request numbers with a promise to look into the matter within a specified time, but not even once has that commitment been fulfilled.
So much so that when I first called up 121 for surrendering my connection I was given all kinds of promises of giving the best services, replacing the modem free of cost etc. Having lost faith in the comapny's ability to provide good service I was insistent that I needed to surrender the phone, and then I have been harassed first by a number of calls - on one hand asking me to pay up and on the other giving me sops, which was followed by this letter.
In light of the above, I wrote a mail to Mr. Biplab Saha (to whom I was asked to contact) on February 4, 2012 and requested the competent authorities through him to complete the surrendering formalities at the earliest without subjecting me to further harassment? Through that mail I requested the company not to think about "restoring our association once again by way of this communication" and instead focus on what the customer is asking for.
I sincerely hoped that after this mail there will be some action taken apart from giving false promise- the only thing that the company seems to be adept at doing but unfortunately I did not receive any response to that mail as well.
I received a call from one Mr. Parimal from the collections department of Airtel on March 12, 2012 stating that he will come to my office to collect the dues. I once again tried to reach Mr. Biplab Saha today (March 14, 2012) morning on the phone number mentioned in the said letter and after keeping me on hold for two minutes someone said that I will receive a call back from his office. In the afternoon I received a call from Ms. Vandana Gyne ([protected]) to whom I explained the entire story. After listening to the entire story she asked whether I have received an NOC from the company, to which I once again mentioned that despite repeated requests for surrendering of my connection, I have receiving monthly bills. She told me that she understood the entire episode and then came up with a proposal that from her side she will give me a discount of 20% and that I settle the amount otherwise legal action will be initiated against me. I am baffled at the highly unprofessional way in which the company has been working since the last 8 months – the first time I requested for surrendering my broadband connection.
I therefore request your kind intervention in this matter.
This is to inform you that I requested Airtel for surrendering of my broadband connection with phone number[protected] on August 3, 2011 after talking to their customer care. Thereafter, I had vide my mail dated September 29, 2011 again requested Airtel to complete the formalities regarding the surrendering of the said connection. I stopped using this facility since mid-July 2011 since the time the supplied modem became non-functional. As mentioned earlier, on August 3, 2011, I expressed my wish to surrender the said connection and requested the company to let me know the final settlement amount. On September 29, 2011, I wrote back to your company after I received the monthly statement in a regular manner.
The primary reason behind my disconnecting the Airtel connection was the extremely poor service that I have received over a period of about two years that I had used the connection. More importantly, the lack of response from the company's side, even to the extent of not receiving any response to mails write to Nodal Officer further corroborated my belief about the inability/unwillingness of the company to provide service to consumers.
In the following two months I have been receiving numerous calls from the customer care executives of the company asking me to pay the monthly bill, to which I responded by saying that since the said connection has been surrendered, why are you sending me the monthly bills? The caller would always respond by saying that she was not aware about the surrendering of the connection and hence I should pay up. One day after explaining the incident to the CC executive who transferred the line to her senior, this harassment stopped for a while. Regretfully, it started all over again, first with computerised voice message, and then with calls from the executives once again.
On October 14, 2011, I received the monthly statement for the billing period September 8, 2011 to October 7, 2011 - the third monthly statement since requesting for the disconnection and asking for the settlement. I then wrote a mail to the company on October 15, 2011 requesting them to look into the matter and resolve the issue at the earliest. I promptly received a reply from the appellate expressing apologies and stating that the matter will be resolved in 7 days. Regretfully nothing happened even after that.
I then received a letter dated January 09, 2012, in which I was asked to walk in to Airtel's Salt Lake office 'for resolution of the outstanding amount accruing in your account and as well as for payment collection'. The same letter also mentions that the letter be treated as the last intimation prior to initiating further recovery proceedings pf outstanding dues. I fail to understand how a company like Airtel can even think of sending such a letter where at every stage they have miserably failed to provide service to the customer. I have on numerous accounts sent complaint mails to the company, for which I have only received service request numbers with a promise to look into the matter within a specified time, but not even once has that commitment been fulfilled.
So much so that when I first called up 121 for surrendering my connection I was given all kinds of promises of giving the best services, replacing the modem free of cost etc. Having lost faith in the comapny's ability to provide good service I was insistent that I needed to surrender the phone, and then I have been harassed first by a number of calls - on one hand asking me to pay up and on the other giving me sops, which was followed by this letter.
In light of the above, I wrote a mail to Mr. Biplab Saha (to whom I was asked to contact) on February 4, 2012 and requested the competent authorities through him to complete the surrendering formalities at the earliest without subjecting me to further harassment? Through that mail I requested the company not to think about "restoring our association once again by way of this communication" and instead focus on what the customer is asking for.
I sincerely hoped that after this mail there will be some action taken apart from giving false promise- the only thing that the company seems to be adept at doing but unfortunately I did not receive any response to that mail as well.
I received a call from one Mr. Parimal from the collections department of Airtel on March 12, 2012 stating that he will come to my office to collect the dues. I once again tried to reach Mr. Biplab Saha today (March 14, 2012) morning on the phone number mentioned in the said letter and after keeping me on hold for two minutes someone said that I will receive a call back from his office. In the afternoon I received a call from Ms. Vandana Gyne ([protected]) to whom I explained the entire story. After listening to the entire story she asked whether I have received an NOC from the company, to which I once again mentioned that despite repeated requests for surrendering of my connection, I have receiving monthly bills. She told me that she understood the entire episode and then came up with a proposal that from her side she will give me a discount of 20% and that I settle the amount otherwise legal action will be initiated against me. I am baffled at the highly unprofessional way in which the company has been working since the last 8 months – the first time I requested for surrendering my broadband connection.
I therefore request your kind intervention in this matter.
Namaste(srvdutta),
This is to inform you that your concern listed on 25 Oct 2012 has been noted and our team is eager to resolve it. In order to get to the resolution, we need to get in touch with you and gather more details about the concern. However, we are restricted by the absence of your contact details in your original complaint. Please share the required details with us at www.airtel.in/airtelpresence
We assure you that we are committed to resolving the issue to your satisfaction
Regards
Deepak Mohod
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
[protected]@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- http://in.linkedin.com/pub/airtel-presence-bharti-airtel-ltd/1b/119/a33
This is to inform you that your concern listed on 25 Oct 2012 has been noted and our team is eager to resolve it. In order to get to the resolution, we need to get in touch with you and gather more details about the concern. However, we are restricted by the absence of your contact details in your original complaint. Please share the required details with us at www.airtel.in/airtelpresence
We assure you that we are committed to resolving the issue to your satisfaction
Regards
Deepak Mohod
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
[protected]@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- http://in.linkedin.com/pub/airtel-presence-bharti-airtel-ltd/1b/119/a33
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This is regarding the poor service being provided by Airtel.I have this Airtel no.[protected].I have been using this no. since 1 yr.At the time of taking the connection they have not objected once about the document submitted.now after 1 yr they are harassing the users in the name of new govt. policies and asking for resubmission of the documents.Again this is not the end of the story as even after submitting the documents they are disconnecting the no. saying that they have not received the documents.
I have personally taken pains to submit the documents at their specified centre and now I am bearing the burnt.They have disconnected my no.
Their customer care is also not responding to my grievances as the customer care no is not connecting.
My document no that I have submitted is :[protected].(Dt.:13.10.2010).
In this era where nobody can live without their mobile a minute this type of service is highly condemnable.
Please pay heed to my grievances and do the needful.
Thanking You
Bharati Vivekanand Mondal
Mob no. [protected]