[Resolved] Airtel Postpaid — Complaint on Customer Service & ECS (direct debit to bank account)
I had unfortunately taken a mobile connection with Airtel (which i deeply regret now) when i came down to kerala.i had requested the activation of ECS mode for bill payment while taking the connection itself in October '07.however it never got activated.i kept on calling up customer care and complained about the same several times.In april '08 i received a message from Airtel saying ECS has been activated on my account and that payment would be directly debited to my bank account.in May '08 while was on roaming in bangalore i kept receiving calls from airtel saying payment is pending.i called up customer care to find out what exactly is the problem. they confirmed that ECS is not activated on my account.i was very frustrated as i was getting all confused statements.i got message from airtel confirming the activation of ECS but from cust care they kept on saying ECS is not activated.When i check my bank account on 26th May '08 1, 836.67 has been debited to my account for Airtel bill. even then teh Airtel customer care executives refused to accept that ECS payment has happened.Finally i gave up on calling customer care or bothering about my bill.For June and July i did not leave any balance in my account as i was given confirmation that ECS is not active. that resulted in ECS bill return fine on my account of Rs 225.I was given wrong information from customer care that ECS is not activated and then ECS clearance happens from my account.this was an unnecessary inconvenience caused to me and unnecessary expense of ECS debit return charges.Having realised this i went to Airtel shop at "Kooloth Communications", 1st Floor, ACE Complex, N.H.-47, Cochin, Kerala and gave a written request for cancelation of ECS to executive named SHAMEER. He said the request would be processed in 48 hours time. He was, let me tell you, very ignorant about customer service and how to behave to a customer.i had to repeat my query 4 times for him to get my details on the system.he kept on forgetting what i asked for.i also received a message from airtel saying your request would be processed in 48 hours however even now when i call up and check the ECS cancelation request status they say it is not canceled and request has been forwarded for cancelation of the same.Whn i logon to My Airtel, i can see my request status is still open. my question is what are people in backend doing?why r they payin them if they dont work at all?Airtel is least bothered anout the customer's satisfaction with their service.mine is a corporate connection and almost 20-25 people from the same company had taken connections together.few o[censored]s have already experienced pathetic service from airtel.if this continues then in no time all these 20-25 connections will be cancelled.because idea and vodafone seems to be providing much better service nowadays and their customer service is also increasing day by day.
as for now i want my ECS mode to be canceled immediately and i want a confirmation of the same.i would expect somebody who speaks and understands english to call me and inform me the same.
it is very easy to incorporate apology statements and acknowledgement statements in the verbiages given to executives however please understand if that doesnt come with a feel then u r actually mocking at the customer.also no points in apologies if you cant serve customers. To be honest Airtel customer service is a vey pathetic and disgusting service.and a bull experience.once i get rid of this connection i would never think of taking airtel again in my lifetime nor will i suggest any of my acquaintances for the same.that is what i have gone through with airtel...
thanks to Airtel for all the pathetic service they have given.today u've lost the trust of 1 customer for a lifetime and in no time u'd see an increase in the mistrust among customers.all the best to ur survival.i just hope u learn to incorporate some learnings from ur services' shortcomings
Complaint marked as Resolved Aug 14, 2020
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