[Resolved]  Airtel Postpaid — Payment follow-up when already paid and informing about Hospitalisation

Dear Sir,

Please find the appeal made to AIRTEL for claiming damages. Kindly let me know if the claim is authentic and what damages should I be eligible of ?

Regards,
Avinash Goyal


Dear Mr. Sajit,

Being the appellate authority of AIRTEL, I request you to kindly look into the matter and contact me in case of any clarification.

I am hereby attaching my e-mail request for compensation for your ready reference and needful action.

Meenakshi has listened to the various conversations between your tele callers and me and also has details of the number of calls made inspite of mentioning being admitted in hospital.

Please look into the matter at top most priority and revert back.

Regards,
Avinash.

Dear Sir/Madam,

Thank you for the response.

I would like to highlight the following :

1. You cannot and have no authority to call a user at 7.00 am for any reason or for following up payment, though in this case was already paid. Any correspondence or communication could have been acceptable during working hours. The calls in the wee hours are only means of harassment by your collection department for defaulters.
2. In-spite of informing that the user is hospitalized in Breach Candy Hospital Mumbai for treatment on serious illness and would not like to be disturbed, your call centre executive cannot be ignorant to call more than 20 times after that on the same day and cause agony to a person already going hardship due to health.
3. The disturbance did not stop with just one day and continued till escalation of the issue on return, in-spite of informing that payment is made in cash on the 16th of June at the BEL outlet. What more information can one expect and give over phone ???
4. The rules and regulations of the hospital do not permit use of cell phones unless required for emergency reasons.
5. Hospitalisation in Breach Candy is not easy in normal circumstances and needs influence and substantial reason of critical illness. Appointments with Dr. Farokh Udwadia, the consulting doctor is not available before 2 months even in critical circumstances.
6. It is unreasonable at your end as a corporate to commit crime and then make apology for the same. This would probably be acceptable in case of normal conditions, but in-spite of informing critical situation, the seriousness was not understood. And therefore we see no reason to forego the cause without proper compensation for the agony caused.

In view of the above, we would like to claim damages and request you to kindly request the concerned to get in touch to discuss on the same.

Regards,
Avinash Goyal




Dear Sir,

The payment for the above connection was made on 16.06.2009 at your BEL Road branch and we have received your confirmatory SMS for the same.
We regret to inform you that in-spite of having paid more than the outstanding amount, we are being harassed by your executives following up for payment from the number[protected],[protected],[protected].

The user of the mobile has informed your people about having made the payment and yet calls are being made harassing us for details. The callers have been informed that the user is admitted in the hospital and would not like to be disturbed, yet your executives have not understood and have been troubling all day repeatedly.

We now wish to claim damages and request you to verify our above statements at your end within the next 7 days. Please revert back in case of any doubts clarifications at the earliest to verify the above facts.

Looking forward to hearing from you.

Regards,
Avinash Goyal


From: T.[protected]@Airtel.in [mailto:T.[protected]@Airtel.in]
Sent: Friday, July 17, 2009 4:45 PM
To: [protected]@rollwell.net
Subject: Telecall on your mobile no [protected]

Dear Mr. Goyal,
This is with reference to our discussion yesterday on telecall received to your mobile, this mail is to convey my sincere apologies for the inconvenience that you have experienced last month with respect to the calls that you had received related to bill payment.
I would also like to keep you posted that we have implemented process changes based on your feedback and going forward such incidents would not occur.
Further with regard your query on calls received at 7am, I would like to highlight that our tele collection starts from 8am and ends at 8pm. This is an automated process where in all calls are registered and recorded. Based on your feedback we have done a complete check on the outgoing calls to your number and were unable to find any such record.
In view of the inconvenience caused to you, we would like to extend the below offer.
1. 1000 A2A SMS free for three months
2. SMS 29 Pack - Rs 29/Month - 5 Paisa/Local SMS to GSM Mobiles.
3. Monthly Pack Charges @ Rs.49 - All Local SMS @ 0.50p/sms ( (Includes any 10 digit CDMA phones too), 200 National SMS @ 50p/sms, beyond 200 sms, every national sms @ Re.1 & International SMS @ Rs.5
Thanking you,
Warm Regards
T. Sajit
Head Contact Experience
Bharti Airtel Limited.