[Resolved]  Airtel — unnecessary amount deductions from prepaid connection

Address:

Hyderabad, Andhra Pradesh

hello Sir,

I am using the Airtel postpaid connection with no: [protected] regularly for four years. I have enjoyed the type of service offered by you and was satisfied till this August,2010.

On 04.Aug.2010, with out my notice i was subscribed to Full track subscription service from Airtel.
After wards on the same day i was subscirbed to BIZZARE Club with out intimation.
Since then an amount of 15 Rs. is charged for ModelAnim71.
In this connection i have called to the Customer Care No. and told them the situation, they informed that it is due to subscription to services, i requested them to unsubscribe to all services and they told that they will unsubscribe. the Complaint No is : [protected].

But after giving complaint also amount was deducted from my account for various subscriptions:
PartyslandSolitaire16Pack - -- 50 Rs.
AOEIIIAsianDynasties ---- 15 Rs.

Regarding this Once Again called and the Customer care is unable to address the problem the respoince got is not satisfactory and they told the same thing that they will unsubscribe the services. The Complaint No. is : [protected] on 04.aug.2010.

on 05.Aug.2010. the subscription to various new services has took with out my notice and i haven't even browsed the NET and Airtel Live:

1943 Escapeto England [protected] 5 Rs.
Dictator Defense [protected] Rs.
AirTarget Subscription [protected] 5 Rs.
Tribal Defence [protected] Rs.
Landers [protected] Rs.


Again called to the customer care for unsubscription to all these services and requested them to credit the amount. the complaint No: is [protected]. subsequently an amount of 30 Rs. is credited on 05.Aug.2010.

even after repeated calls the Subscription problem has continued on 06.Aug.2010
Bizarre Pack [protected] Rs.
Renewes to Yahoo Zone [protected] Rs.

Call was made to customer care with No: [protected] for requesting un-subscription.the CC personnel are not in a position to solve the problem of me and their response shows inexperience. they told to unsubscribe services and credit the amount 25 Rs. and done it.

the issue has again poped up with renewal to services continued with out browsing the GPRS.

1943 Escapeto England [protected] 5 Rs.
Dictator Defense [protected] Rs.
AirTarget Subscription [protected] 5 Rs.
Tribal Defence [protected] Rs.
Landers [protected] Rs.

Finally on 06.Aug.2010 asked to unsubscribe all the services and deactivate Mobile office in My phone. the Customer care also told to delete all Profiles in Internet and GPRS service menu in my phone subsequently deleted. the Complaint No is [protected].

I have received Messages regarding unsubscription of Landers,Tribal Defence,Target,Dictator Defence,1943 Escapeto England.

But the issue not stopped hear, on 07.Aug.2010 again fresh subscriptions have took place:

McPack [protected] Rs.
McPack [protected] Rs.

Finally fed up with the response from Customer Care, i asked them to deactivate all services except voice and SMS services on my mobile. they told that they will deactivate all services and asked me to delete Airtel Live profiles in my mobile and i have done the same thing. Deactivation of Mobile Office message was received on 07.Aug.2010 18:34.

after all these unfruitful calls and amount deductions, i felt some what happy but this hasn't lasted for more than 30 days.
From 27.Aug.2010 to 01.Sep.2010, i got fresh messages stating " Enjoy full songs on your mobile. initially i thought that these or normal service messages but on 01.Sep.2010 i came to know that every time i got message an amount of 5 Rs. are deducted from my account.

Immediately i called to Customer Care to deactivate the service; the response i got from them is to my shock that Airtel Live is active in my mobile but i have already deleted the settings based on recommendations from the CC previously, i again asked him to tell how to deactivate the service. he told to send "MO" to 54321 to deactivate the service and the full songs service will automatically deactivated. I requested him to connect to supervisor but the call was disconnected in between after waiting for a long time.when sent the SMS , i got a message that the service settings will come shortly. My complaint No. is [protected]
I once again made a call to Customer Care, this time another person has told to send "LIVE" to 54321. when sent this i got message " Not active on Airtel Live".

This clearly shows that the inexperienced Executives are causing much trouble to the customers and these persons are not at all treating customer complaints seriously and every time the customer complains, they will just try to pass the problem temporarily and won't try to solve this permanently. the actions suggested by them are always misleading customer's and making them to make repeated calls.

Finally i made call to 12118 service, the executive has told to send "MASALA CANCEL" to 52121 and i even done so.

I have been using Airtel since 2006 and i have faced problems with Airtel but not of this much gravity.

Being Market Leader in Mobile Services Airtel has a certain reputation which is gradually decreasing due to these issues. Now i was forced to use Airtel without Internet and Airtel Live facilities. I still don't know that i was actually unsubscribed to all services, and there is always chance that in future i may get the same type of messages and amount deductions. In this connection i request you to look after the issue and please confirm whether i was un-subscribed from all services.

Treat it as a serious feedback which is vastly affecting majority of customers who are gradually using the GPRS and Internet Services. In a competitive environment like Mobile Services the customer has always a chance to switch to another network when problems like this come which will effect any big company in long run.




Regards,

Bhanu Prakash. M
(on behalf of S.Mallikarjuna Swamy)