Airtel Landline Connection — Airtel guys have blocked my connection for no reason

Address:

Karnataka

Bharti Enterprises Ltd., Bharti Crescent
1, Nelson Mandela Road, Vasant Kunj, Phase II
New Delhi – 110 070, India

Sub: Legal notice for reimbursement of money and providing me a written proof of request for
cancellation.
Phone No in question: +[protected]

I am writing this letter to inform Airtel and kick starting the legal process against the bad service
Airtel has provided, irresponsible behaviour of Airtel employees and Airtel not providing any
written acknowledgement for the disconnection request I had been raising.

I have an airtel land-line phone (+[protected] which I am using for around 3 years. I have
been using the Internet and phone services of Airtel and I have been paying Airtel for the
services I have used. Below are the details of what happened with my land-line connection in
past one month.

I got my land-line phone dead on 17th Aug 2011 and I raised a request for a dead phone
17th Aug 2011 (No: 2426176). My phone connection was not fixed till 19th Aug 2011. Internet
connection is a must for me to be able to work, so I decided to get a new connection and close
the existing connection from Airtel. I raised a request for cancellation on 19th Aug 2011 (No:
2541564). As per the Airtel process, Airtel executive is supposed to call me within 24 hours of
my cancellation request and the connection should be disconnected within 7 calender days from
the time request is raised. I did not get any calls from anybody in Airtel and both my requests
(for dead phone and cancellation) were closed saying the connection has been retained. I
was still not provided with any resolution on my dead phone and I was not provided with any
information about why requests were closed.

I raised another request for cancellation of my phone on 21st Aug 2011 (No: 2675364), I was
still not provided with any resolution and the request was closed again with the very same
reason that “connection is retained”. I raised another request for dead phone on 26th Aug
2011 (No: 2966712) and still I was not given any resolution till 30th Aug 2011 and request was
closed. I raised another request on 30th Aug 2011 for disconnection (No: 3206024), and same
thing happened again, no resolution and request was closed. I talked to Nodal officer, that my
requests are being closed without any resolution and nobody is fixing or disconnecting the
phone, He said he will talk to people in his department and will get my phone working, but my
phone did not work after all. I raised another request on 31st Aug 2011 for dead phone (No:
3276688) and talked to Nodal officer again for this issue and after that an executive visited my
house and fixed my phone. I got dial tone in my phone but I was not able to make any calls as
my phone's incoming and outgoing were still blocked.

I raised two request for cancellation on 3rd Sep 2011 (No: 3434942 and 3436948), as phone
was still not working, and till date both these requests are in open state and no resolution
is provided yet. My phone's outgoing and incoming is blocked and my connection is not
disconnected yet. I was being asked to make payment for the period when my phone was not
working, so, I raised a request for billing issue on 3rd Sep 2011 (No: 3454680). I was not in
a position to continue with the phone connection (it was blocked) and wanted to make sure
that It gets disconnected so that I get apply for a new connection. I visited Airtel relationship

center asking them to disconnect my phone and give me a written acknowledgement of the
cancellation request I have raised. I was given only a promise there as well that my phone will
work and I was refused a written acknowledgement for the cancellation request I had raised.

I talked to one of the local Airtel executing and he told me that my connection is blocked
because I need to make the payment and on the same day 3rd Sep 2011, I made a payment
of bill for the month of July. Still after paying the bill, my phone line was not reactivated and I
raised a request to reactivate my connection on 3rd Sep 2011 (No: 3456878)

I raised multiple requests for reactivating my phone line on 7th Aug 2011 (No: 3669140) ,
9th Aug 2011 (No: 3787644) and 11th Aug 2011 (No: 3871264) but my phone line was not
reactivated. My phone got activated on the 11th Aug 2011 evening and got it deactivated again
on 12th Aug 2011. I have no idea why is my connection not being reactivated and at the same
time it is not disconnected also.

I had been writing emails all this time to airtel customer care ([protected]@airtel.in and
[protected]@in.airtel.com) and I never got any response for those mails. I only get an automated
acknowledgement without any acknowledgement number. When I discuss the emails with
customer care executive they ask me the acknowledgement number which I have received in
response to my mails, but response to my emails don't have any acknowledgement number. I
am attaching printouts of emails as a proof that there is no acknowledgement number is given.

When I ask the customer care executive why is my connection reactivated, he says that I have a
cancellation request in place that is the reason it is not reactivated and when I ask why is it not
disconnected yet, he says because I have a reactivation request in place that is the reason it is
not disconnected yet.

I want to raise a concern on the processes of Airtel that which law has given them write to keep
all the request to themselves and close them at their will without providing any resolution to the
customer. My phone connection was not disconnected even after raising multiple requests for
disconnection and I am forced to continue the connection, take care of Airtel's hardware and
pay for the phone connection which is being continued without my will. Airtel takes any amount
of time in disconnecting the connection and expect the customer to pay for the extra time they
have taken in disconnecting the connection and customer is responsible for the Airtel hardware.
When I raised requests for disconnection, I wanted a written acknowledgement for the same, so
that, I am not responsible for any of the Airtel hardware and I can not be made to pay for airtel
connection which is being continued without my consent.

I have wasted more than 500 Rs on making calls to Airtel customer care, I have wasted hours in
talking to airtel customer care/nodal officer, waiting to be connected to an airtel customer care
executive/nodal officer and writing emails to customer care and nodal officer (at least 50-60
hours) and I have suffered huge frustration during all this time. I never received any response
to mails, calls or requests I have been raising and I am being forced to continue with Airtel
connection which is in blocked state.

Here is the list of all the request I have raised from 17th Aug 2011.
1. 4052670: 14th Sep 2011 For speed problem (Speed fixed and closed)
2. 3871264: 11th Sep 2011 For calls blocked (Open)
3. 3787644: 9th Sep 2011 For reactivation (No resolution and closed)
4. 3669140: 7th Sep 2011 for reactivation (No resolution and closed)

5. 3456878: 3rd Sep 2011 For reactivation (No resolution and closed)
6. 3454680: 3rd Sep 2011 For bill issue (No resolution and closed)
7. 3436948: 3rd Sep 2011 For disconnection (Open)
8. 3434942: 3rd Sep 2011 For disconnection (Open)
9. 3276688: 31st Aug 2011 dead phone (Phone fixed and closed)
10. 3206024: 30th Aug 2011 For disconnection (No resolution and closed)
11. 2966712: 26th Aug 2011 For dead phone (No resolution and closed)
12. 2852976: 24th Aug 2011 For dead phone (No resolution and closed)
13. 2675364: 21th Aug 2011 For disconnection (No resolution and closed)
14. 2541564: 19th Aug 2011 For disconnection (No resolution and closed)
15. 2426176: 17th Aug 2011 For dead phone (No resolution and closed)

I demand following things from Airtel.
1. Disconnect my phone connection immediately.
2. Remove all Airtel hardware from my premises.
3. Reimburse me for the money I have wasted in calling airtel customer care and nodal
officers and for the amount of time I have wasted in talking to customer care, nodal
officer and writing emails to airtel.

I am providing 7 days to Airtel to clear above things and I case of failure to do so, I will take the
matter to honorable consumer court in Bangalore and will be asking for a damage of Rs 100000
for all the above and for all the expenses and time I will be spending in the case in consumer
court (including but not limited to expenses for lawyer, documentation, my valuable time and
court fees etc).

Applicant Signature,

Rajeev Kumar Sharma
Tony House, #10, 10th Cross
3rd Main, L B Shastri Nagar,
Bangalore – 560017
Mobile: +91 [protected]
Airtel land-line: +91 [protected]

Hard copy sent to (By registered post):
1. The Ombudsperson, Bharti Enterprises Ltd., Bharti Crescent, 1, Nelson Mandela Road,
Vasant
Kunj, Phase II, New Delhi – 110 070, India
2. Airtel Registered Office, Aravali Crescent, 1, Nelson Mandela Road, Vasant Kunj, Phase
II, New Delhi – 110 070, India

Email copy sent to:
1. Airtel customer care ([protected]@airtel.in and [protected]@in.airtel.com)
2. Airtel nodal officer (nodal.[protected]@airtel.in)
3. Appellate Officer (appellate.[protected]@airtel.in)
4. Airtel Ombudsperson ([protected]@bharti.in)