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[Resolved]  Airtel Digital TV — Wrong deduction and validity

I have an Airtel Digital TV. My monthly charges as per the package I have selected is Rs 303/- as per Airtel Call centre executives. However, my complaint is as below:
1) I recharged with Rs 400/- in Sept (I guess on 18th Sept) - So ideally, I was supposed to have extra balance in my account
2) I was out of town and came back yesterday (23rd Oct) to see my DTH not working and while checking had a negative balance of Rs 72/-. I was surprised as I should have had excess balance.
3) However, to watch my favourite programmes before getting into the details of this mess, I recharged through my credit card with Rs 380/- (considering Rs 72/- negative charge and Rs 303/- monthly charge)
4) Surprisingly, I got charged with Rs 399/- on my credit card (though I had swiped for Rs 380/-) and my Airtel DTH account with Rs 327/-
5) Now, when I checked the validity today, it is only till 19th November (ideally, I should have had more than 25th Nov, atleast 22nd Nov if I consider monthly validity)

I spoke to the call centre executive (Mr. Rahul) who was not able to explain me anything and lost his temper in between. The attitude was highly unprofessional. On my multiple requests to talk to someone senior to Rahul, I was not passed the line on to any senior, saying he cant do anything and one Mr. Murali (supposed to be his senior) has no time.. Is this the way to handle customer when you have wrongfully deducted Rs 19/- from credit card without my permission, calling it a PROMOTIONAL scheme?? Moreover, how can the validity be less than 30 days when I have balance more than my monthly billing requirements?

I am going to press and to consumer forum to show how Airtel cheats customers and also to show how unprofessional their customer service is.
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Complaint marked as Resolved Aug 14, 2020
Complaint comments  5 CommentsShareTweet

Comments

Airtel — Mess of validity cahrges

I have gifted a Mobile to my wife in Dec 07 with a Life time validity. In Dec 08 her mobile stop outgoing / incoming calls, But she was getting a SMS from Airtel of life time validity in Rs.45/-. On enquiring Airtel office in our area I was told to pay Rs.595 for talk time to restart the mobile, which I have paid on 14th Jan 09. Since the mobile did not started, I again contacted the same office. I was told to that Rs.595 was only for talk time. For Life time Validation I have to pay Rs.98. I paid Rs.98 with the hope that now atleast the mobile will be activated. However mobile did not started. Again I was told to pay Rs.198 to activate the mobile for life time validation. I don't know what to do now.

AIRTEL DIGITAL TV — WRONG CHARGE OF MONTHLY SUBSCRIPTION

MY CUSTOMER ID [protected] & MOBILE NO IS [protected].
I WANT TO KNOW THE DETAIL CHARGES WHICH HAS BEEN DEDUCTED FROM MY ACCOUNT. PLEASE SEND THE SAME IN MY E-MAIL ADDRESS.
my subscription was of Rs110 per month, please rectify and check in your system.

Airtel DTH — Wrong billing / wrong deduction & irresponsible customer care

Airtel DTH service & Airtel DTH customer care is hopeless, they tend to have no information about your account, or their systems are slow, or they will put you on hold saying they will get back with info and never return some times.

0n 29 July 2010, "DTH247" i get a message "your request ADD MEGA12 [protected] has been processed Order ID is 15166843". I was surprised.

I called airtel DTH customer care the "Executive" told me that some body has requested a "MEGA12" pack from their number to my account.

I told him that i have not requested anything of that sort neither my wife.

I told him any body trying to activate some service for their account might have mistyped a number in their Customer ID, which might have created this confusion.

And moreover their should be a process of double checking that if i did request for this service.

(See if some one wants to call up customer care to activate any service, then they have to call from the "phone number" registered with the customer ID -- Double check )

(In this case its My Number only. The Customer care confirmed that they did not receive any sms from my registered number.)

But in SMS method they don't have this Double check, they just activate what ever pack or service is requested, from any number to any customer ID.

They should only be taking request from "phone number" registered with the customer ID.

Executive: said only the pack is added to your account and is not yet activated. So he will remove it from my account.


On 02-Aug-2010 the all services are withheld coz their is negative balance.

I call in the morning around 11 "Sangeeta" Picks the call Says she is just clueless about the promise made by the executive on 29 July, it really put me off. She Lodge the complaint (complaint No. 3458409) She said it would be done in 2 days.

I told her that the mistake is from airtel. And still you say need so much time to resolve it.
The sad thing is i had to explain all the things again. Then she promised that it will be dine on high priority.

i had paid for "South Super Value" the basic plan so they should continue telecasting that and they should only withheld the "Service of New Top-up" in this case Mega12 ie sports channels.

What is the meaning of prepaid when you just activate an top-up without it having sufficient "Balance".

They would not do that if i ask for a Movie And if there is no sufficient balance they would just tell me to recharge and get back.

But here they Just gone ahead and and deducted existing money and have created negative Balance of Rs. -838.43.

I call Again After 3 hours I escalated the Problem to Floor Supervisor "Veena" After hearing everything she Promised me that she will send an message to Do it on "High Priority" and it will be resolved by 2 hours.

I call up in the evening 8:00pm the problem is not solved and i am not able to talk to Miss Veena as she was not available, I got through to another Floor Manager Mr.Naveen. He after Listing every thing Told me that it will be Done by tonight please give me 2 hours time, some body from our end will call you and confirm that it is fixed.

At 10:30 in the night i see the Service is not resumed. I call Up again I am not able to get to any of the previous floor managers, as they are not available. So again I had to meticulously explain every thing to another floor manager "Lokesh" it took me almost half an hour to explain.

It was all ways a lengthy explanation to every Executive as they pick the call and then to floor manager Every time i called.

Airtel DTh people Just don't care for Customers, they Just behave so insensitive to the inconvenience caused.

So i said i need to talk to you next Senior. "Lokesh" Puts me on hold for almost 5 min, then he said, is transferring the call to senior, the telephone keeps ringing for another 5 min and "Lokesh" gets back tome to tell there is no Senor to attend the call. And Told me that my complaint is actually on "Low priority" so it can only be resolved tomorrow.

Airtel Just dose not have the quality of service and costumer care as they did few years back.
I have had Bad Experience with Airtel "PCI Mc internet" connection as well. The Mobile is neither any great.

I just told "Lokesh" i just hopeless about your service i just willnot continue with Airtel DTH once the existing "South Super Value" which would end may be by November, if they put the service back, or else i will discontinue it from this moth... its any way discontinued by AIRTEL DTH.
Airtel should revamp its grievance escalation procedure. There are instances where Nodal Officer doesn't understand importance of being Nodal officer. I am referring this to Nodal Officer at Airtel DTH Mumbai. I strongly wish that - salary of this Nodal Officer should be witheld for months and he should be told that we have already paid you. When he shall complain again- then also airtel should tell him that we have already released it. Your complaint is wrong. This should happen 5 times and then finally his salary should be released.

And finally there should be one liner -

Dear Nodal Officer,

This is to inform you that your concern has been noted and our team is working on a resolution. At the outset, we apologize for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.

Regards,
Airtel Nodal Monitoring Team
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Airtel — wrong charge deduction of around Rs 380.00

Dear sir,

I am very much harrassed by the airtel . I have my prepaid account with Airtel having no [protected].I have recharged Rs333.00 on 6th od september and also I ahve previous balance od Rs 65.00. BUt all of sudden i found by airtel balance is Rs.0.26 .

When I contacted the airtel customer care they said it is the airtel live usages. I have not used Airtel live at all. I asked them the details where it is used . They are not able to provide the details. In this circumstances i am losing my Rs 380.00 .

Seek your help in this regards.

Rgds

Satyajit

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