[Resolved]  Airtel India — Disconnection of Wifi Broadband

Address:

Bangalore, Karnataka

To : The Appellate and Nodal Office, Karnataka Circle, Airtel India (Mr.Mark Tavares and The Nodal Officer)
Copy : Mr.Gopal Vittal, CEO, Airtel India

I am not sure if I am reaching the right authorities at Airtel…but, I guess this case needs the attention it deserves.

My name is Shajesh Menon and I am based in Bangalore. If you check my credentials and case history, I have been your customer for the last decade or more. My primary mobile number (+[protected] was procured even before Airtel came into Karnataka…you could trace it back to the JTM relationship (eventually bought over by Airtel). I also have an add-on connection tied back to this primary number.

This mail however, is in eagerness to sort an impending problem with Airtel's billing department. I had a broadband connection at home ([protected]_kk) for more than 2 years. You can also check my payment history…not once was there a default or late fee. The story only begins here…I head a Marketing Company (private limited) and on my insistence, we have subscribed to PRI Lines, Wi-fi broadband connections in our office…in fact, we have subscribed for 24 PRI Lines (as part of our contact centre investment).

Here too, you can check our account numbers for various services from Airtel:

[protected]
[protected]
[protected]
16088922
[protected]
Addiitonal corporate mobile connection – [protected]

On an average, I (including my personal and enterprise bills) pay up roughly 50-60,000 per month or more. What I have been meted out with in the name of customer service is uphauling, least to say. And it is disturbing since the entire issue is completely baseless and born out of the billing department's inefficiency and ineptness to track and maintain desirable levels of service.

The issue – the broadband connection at my home ([protected]_kk) was applied in my spouse's name (Mrs. Binitha Shajesh). We moved our house in December '12 and I promptly informed Airtel customer care to disconnect the line (The connection is inactive for the last 7 months). I received multiple calls from your team and was asked to hold on to the connection…since I was promised a re-location (wi-fi broadband…I even contemplated taking a 4G LTE). This whole episode took more than a month…and when I eventually realised that Airtel does not have connectivity in my new location…I wrote formal mails to Airtel Customer Care to disconnect the broadband number. The last possible bill (dated February '12) was also paid.

We started receiving annoying, threatening calls starting March…and we repeatedly informed that the line is disconnected and we are not liable to pay. We kept insisting to be not bothered…but the calls continued. The last mail (received last Friday - 12th July) was again a threat of legal action sent to my wife's email ID for a case that we thought is long buried and forgotten.

I have been a staunch supporter of Airtel…inspite of repeated influences from your competition and constant recommendations from peers to switch to other service providers. But with this episode, I am inclined to seriously consider a switch over and get onto a social overdrive against Airtel services. This whole episode has caused enough and more heartburn…and I am very clear that I will close the case only after taking it up with Consumer Forums and the social media (should also highlight I run a digital strategy and marketing company…and have a voice of repute on social media with my regular blogs and community engagements).

Will await your response to this complaint…and seriously look forward to Airtel sorting this disconnect. For starts, I am keen to stop these unnecessary and unwarranted follow-ups (I got a call today evening too..presuming from your collection agency - the tone was "Are you paying the bill...?"....I said "No"..."Ok...then face consequences")

Signed-

Shajesh Menon
+[protected]
Bangalore, Karnataka