[Resolved]  Airtel — PREMIUM CALL CHARGES FOR UAN 1860 serial

Dear Customer,


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


Regards,

Hunny Chugh
Airtel Customer Service Team

Dear Customer,


I would like to inform you that your concern listed on 5th July, 2009 has been resolved.

Should you have any queries please contact Airtel customer service at 121 or write to [protected]@airtel.in


Regards,

Hunny Chugh
Airtel Customer Service Team

AirTel — charged without making call

Hai, I have been using the Air-tel prepaid [protected] since last 50 days. and i have been charged for the incomming calls some times and with out sending the sms i am getting the message saying that
sms cost 1 RS AND THE INR BAL 70.73 RS LIKE THIS i am facing frequently and i went to office, even last tuesday also i went, but the responce over there is very bad and i gave the complaint also regarding this matter .

And after comming to my home around 7:19 pm i got message sms cost 6 RS AND the inr bal .

how come you are charging for sms ? with out sending any sms? and that to 6 Rs . and on the same day i was also charged for the incomming call at 10:30 am.

so i say once again to see this matter and do me the need ful


Regards
([protected])
[protected]@yahoo.com

AirTel — Regarding Call Charges

I am having the mobile connection Number[protected] with Airtel mobile service. On 13th march 2011 i received at the time of 5.36pm Unique porting ID is AT485751. The next day evening (14.03.2011) a person called me from Airtel network and convinced me "Please don't change the network from ours to others" .we will give you a competitive offer of Airtel-to-Airtel 0.10paise, Airtel-to-Others 0.30paise and 100 SMS free per day.This offer will free for 15 days there after daily rent of Re.1 for a day.They assured me this offer will be activated within 48 hours.For this offer he told me please cancel the MNP Immediately I canceled the MNP.I was waiting 48 hours until 16.03.2011 evening.They didn't activate the offer.Then i called the customer care they told me other two days 18th march morning they sent a message to me special offer valid now local calls to [protected]@10p/min,other local [protected]@30p/min.This offer free for 15 days and thereafter rent of Re1/day.After that they charged to other [protected]@40p/min.So I so many time given complaint to customer care also Nodel officer ,But not yet response me about my complaint and not resolved until now.So please take the needful action on Airtel Network.And i hope you will resolve my problem.
Thanking You.
By N.Srinivasan
Salem.

AirTel — Complaints regarding call

Dear Sir /Madam,

I received a sms from [protected] on dated 07/06/2011 at 12.30 AM, related to sexual abusing & harrasment.

I request you to trace this user detail, as it was new mobile number & unfamilier voice to me.

Please do the needful.


Thanking you in anticipation and with kind regards.

Regards,
C. Pednekar

AirTel — call charges

sir,
my mobileno [protected],my number was converted into retailer demo(LAPU) it havenot call cherges as well as demo callcharges.so kindly provide demo call charges but now applicable 1.2ps/sec. thanq u

AirTel — Regarding Call charges

I am recently taken sim of airtel on December last week of 2011. From that time after 1 week they started calling me for address verification.
Due to i am new to this place(chennai) and i am an employee in the initial stage i am unable to answer there calls as they are calling regularly
calling on working hours. And they are not maintaining anything track of the call and calling each one of customer care care employees independently to me everyday.And after 1 week i responded and attempted few calls 3 or 4 from customercare and given address details. But again on 14th Jan2012 on the festival day itself they cutted connection for me and when then i called to custermercare and again given details.But now on 9thFEB 2012 they again cutted,I mean this time they blocked sim which is having around nearly RS-260 talk time.
Then i gone to airtel custemercare in saidapet and asked the reasons then they told "we are not able to activate sim and take different sims with same numbers with Rs-25 charge and sim will activate on 14th Feb 2012, till then we can't do any thing and contact nodal officer for reasons and we transfer your talk time to your sims and what ever the offer you are having you will get". But now i got talk time but call charges very high even though i got an offer of Rs-0.3 for south states of india. and when i tried to nodalofficer with the number they given but the amount is getting cutted and not connecting him.On 23rd of feb i called to airtel customer care and raised an issue regarding call rates they told that we raise an issue and given reference number "CWRCH[protected]".Then they sent a message telling that the issue is solved.but not yet.Again i raised one more issue with reference number "CWRCH[protected]" on 26th feb but still no response from their side.I tried to contact them but they are telling "keep hold we will tell the status and not responding even after 10min".but no response this happened 3 times for me This is a very worst scenario that i ever never faced

Till today (15/08/2013) my complaint is not resolved. I have sent mail to nodal and appellate authority of Airtel. They are simply replying their charges are correct. AIRTEL is not giving proper explanation for the questions I have asked them through mail. Bottom (Customer Care) to TOP (Appellate office) they are simply answering their charges are correct.

Dear Consumers of Airtel Kindly see the below mail sent by me and the simple reply by Appellate Authority. Please tell me in what way I can get justification

Sir,

Ref: My Airtel Land Line No. 044 - 4303**** / Account No. ********

I bring to your kind attention that I am in pay per second plan. But Airtel started charging Rs. 2/- per minute as Premium Call Charges for 1860 from 1st June 2013 without any prior intimation.

I am using this connection in my shop from the date of service provided. I used to accept Credit and Debit cards from my customers. The EDC machine used to dial automatically 1860 serial for accessing the bank account. The process is finished in few seconds and not going beyond 30 seconds normally. This 1860 serial is dialled from EDC machine from the date of service I got from Airtel. Till 31st May 2013 Airtel charged on pay per second basis.

I gave complaint to Airtel customer care regarding this issue. Airtel customer care official waived Rs. 444.95 for Bill No.[protected] dated 12/June/2013.

Again I got premium Charges in bill no.[protected] dated 12/July/2013 and I gave complaint regarding this issue. They replied according to TRAI tariff amendment order they are charging Rs. 2/minute.

I checked TRAI website and found that there is no such tariff amendment order. I gave complaint to Airtel Platinum care, Airtel Presence and Nodal. I asked them few questions as in my below mail. But they replied simply Airtel is charging correctly. I am very much disappointed and having mental agony by Airtel reply without sufficient information What I asked.

Hence I am filing this complaint to you for redressal.

Till 31st May 2013 Iam charged 2 paise for 2 seconds for 1860 serials. Now I am charged Rs.2/- for 2 seconds, when the call is disconnected due network busy.Is it reasonable?

I am attaching Bill No.[protected] dated 12/March/2012- In this bill you can find 1860 numbers in Local Call charges in Itemized bill statement.

Iam also attaching Bill No.[protected] and[protected] for your reference.

Iam getting Premium Call charges in unbilled amount also.

Please refer all my previous communication with Airtel regarding this issue from your end. If you require any further details please let me know.

I hope you will give redressal and relieve me from mental agony.

NOTE:Kindly read the below mail sent to Nodal Team and check their reply from your end.

Thanks and regards
Mohamed Ibrahim
M: ***** *****

----- Forwarded Message -----
From: Mohamed Ibrahim
To: "Airtel.[protected]@in.airtel.com" <Airtel.[protected]@in.airtel.com>
Cc: "nodal.[protected]@in.airtel.com" <nodal.[protected]@in.airtel.com>
Sent: Wednesday, 31 July 2013 4:22 PM
Subject: Billing reg. 044- 4303****

Dear Sir/Madam,

Kind Attn: Mr. Vinay - Chennai Nodal Officer

Thank you for your response.

I already explained through akosha.com to Airtel.Presence and throgh phone to Mr.Vinay (Nodal Officer) that Iam having pay per second plan. I am attaching here with bill No.[protected] dtd. 12/03/2012 for your reference. In this you can find Uan serial in local call numbers and it is charged as per my tariff. You can find in your records upto 31st May 2013 charges are as per my tariff. i.e. pay per second.

You can also note one more thing these UAN numbers are dialed from the date of connection I got from Airtel.

Hence I request to answer the below questions:

1.How you are suddenly charging these numbers as Premium numbers without any prior intimation?

2.If you are telling the same reason said by Platinum.care earlier to me, that you are charging as per TRAI notification means you have to give me proper web page link of TRAI for the Tariff amendment order. I have checked TRAI website and I could not find out any information regarding TARIFF amendment for UAN recently.

3. See the below complaint which I found in https://www.consumercomplaints.in in July 21, 2011 itself and tell me how your billing software is working. Are you selecting some particular customers and cheating occasionally.

Airtel - Exorbitant charging

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User jvelli on Jul 21, 2011
Airtel has been a headache for me since day one of my association with it. Some of the latest troubles I have faced are given below.

1. IVR getting blocked (status – pending)
The IVR facility to speak to customer care executives is getting blocked if we speak more than three times a day using this facility. Airtel says, this is because of TRAI regulation. But, I fail to understand whether TRAI has made it mandatory or has just given an option. My previous operator did not follow this practice. The IVR will be released only in the next month. My IVR got blocked last month as well as this month. Whenever I called to the customer care, my call was put on long hold and getting disconnected at the end or getting disconnected while speaking. If the customer has to call to the customer care more than thrice for resolving an issue, that shows the quality of the Airtel customer care. Instead of improving efficiency, they are using short cuts like blocking IVR so that no more complaints will be there from the number.
2. Charging exorbitantly (status – pending)
I have called to the number [protected] on[protected] and for 10 minutes and 28 sec, I was charged Rs.22 (i.e. Rs.2/min) instead of Rs. 6.28 as per my plan. Airtel customer care executive says, this is a service number. As far as I understand there is no concept of service numbers and non-service numbers. In fact, this is a universal access number (UAN) and all calls to this number will be charged at local call rates. This system is, in fact, for effective routing of the call, especially for business customers. Moreover, Airtel does not mention anything about call charges to the so-called ‘service numbers’ under the tariff section of its website. This way of charging is just an unhealthy business practice followed by Airtel, which is detrimental to the interests of consumers. It is noteworthy that other operators (I know at least about my previous operator) do not charge like this on the calls to UAN numbers. I am wondering now whether Airtel would charge calls to toll-free numbers as well (They start with ‘1800’ and as per the definition of Airtel, they can be the so-called service numbers)

Sincerely,
Jibin
[protected]

4. You can log into TATA DOCOMO WEBSITE and check this below details with this link http://www.tatadocomo.com/corporates/toll-free.aspx

Let Customers reach you, round the clock, from anywhere in India
Toll Free Service enables a caller to contact an enterprise from any line, of any operator on a pan India single number. Tata Docomo offers:
* Call Free Service (1800): Your customers calling your 1800 number are not charged and you pay for all calls reaching your 1800 number
* Call Local Service (1860): In which your customers reaching you will be charged only local call charges; and you would need to bear the long-distance call charges

You may be very much aware now many enterprises are using UAN 1860 for customer service in India

5. From TRAI website Link: http://www.trai.gov.in/WriteReadData/WhatsNew/Documents/TTO-Amendment%2020412.pd...⇄ in page 15 says

The revenue generated through the PRS (Premium Rated Service) is shared between the Telecom access provider and the content service
provider.

With the above reference please let me know Are you sharing the profit with my content service provider i.e. HDFC bank and Corporation bank.

RBI governing banks in India instructing bank to provide local service for EDC machines for establishments using it. TRAI & RBI are Central Government setups. How TRAI will allow you to charge more?

6. What is mean by PRS or Premium Call Charges according to Airtel

If you could clarify the above six points one by one, I will be happy to accept your premium call charges.

Thanking you.

Regards

Mohamed Ibrahim
M: ***********

REPLY BY AIRTEL PRESENCE

From: "Airtel.[protected]@in.airtel.com" <Airtel.[protected]@in.airtel.com>
To: lam_ibrahim
Sent: Wednesday, 31 July 2013 1:05 PM
Subject: Regarding your airtel connection: 0444303****

Namaste,

This is with reference to your communication dated 25th July 2013, regarding billing discrepancy due to premium number calling against airtel broadband connection: 0444303****.

airtel regrets the inconvenience you have experienced.

Please be informed that we have checked our records and established that the charges levied towards the abovementioned account are correct and valid.

Moreover, the outstanding amount reflecting for the mentioned account is Rs.1993.65 for which we request you to make the payment accordingly.

For any further queries, you may get in touch with us at airtel.[protected]@in.airtel.com.

airtel appreciates your business and always welcomes your suggestions/feedback.

Your’s sincerely,

Sugandha Kateja
airtel presence (airtel customer service team)
bharti airtel limited
airtel.[protected]@in.airtel.com

AIRTEL APPELLATE AUTHORITY REPLIED THE BELOW MAIL

Namaste Mr. Ibrahim,

This is in reference to your email dated, 12-August-2013, regarding billing discrepancy for your airtel account number 16621937.

Basis on your mail, we would like to inform that we have duly verified entire usage details of your account and the same is found to be in line with the bills raised to you and in accordance with the billing plan opted by you. Therefore, no adjustment is applicable in your account for the same.

Further, we would request you to send us scan copy of bill in which premium charges are .02 paise per 2 second.

Customer touch points:

Level 1: Customer Care: [protected]@in.airtel.com and 121/198, working Hours - 24/7.

Level 2: Nodal Team: nodal.[protected]@in.airtel.com and[protected], working hours: 9:30 to 6:30. Monday to Friday.

Level 3: Appellate Authority: appellate.[protected]@in.airtel.com and[protected], working hours: 9:30 to 6:30. Monday to Friday.

Please visit our website www.airtel.in for a range of products and services.

Yours sincerely
Akanksha
Appellate Office
bharti airtel limited

I AM IN PAY PER SECOND PLAN ONLY. I HAVE NOT REQUESTED AIRTEL TO CHANGE MY PLAN.

Recently AIRTEL have added the below notification message in their WEBSITE. Last month i.e. JULY 2013 or before this message not found in AIRTEL website. Please read Mr.JIBIN complaint in https://www.consumercomplaints.in in the title Airtel - Exorbitant charging posted on July 21, 2011

AIRTEL MESSAGE: Note:Calls made to numbers beginning with 1860XXXXXXXX is chargeable upto Rs.2/min

Dear consumers of AIRTEL what is the meaning o[censored]pto? As I said my tariff plan is in PAY PER SECOND. Charges for other network local is 0.012 for 1 second according to TARIFF. AIRTEL not given any prior notice to me. I could not find any TARIFF amendment order in TRAI website for UAN 1860 numbers. Before 31st May Iam charged 1 paise if my call is disconnected with in 1 second due to network business. Now Iam charged Rs. 2 for 1 second by AIRTEL. Also I have to pay service tax 12.36% i.e. Rs. 2.24 for 1 second. I will attachphotos of my itemised bills if any of you wants to see that.

What we can call AIRTEL?

Regards
Mohamed Ibrahim