[Resolved]  Airtel Prepaid SIM Abuse — Cancel outgoing calls abusing TRAI directive

I want to bring to everyone's attention, serious abuse of customers by Airtel, as evidenced by me.

We have been using the airtel no xxxxx xx135 for the last few years. Its in the name of my wife.

It was in postpaid mode for the last few years. Around Aug 1st, we switched it to prepaid. We submitted the necessary documents/photos at Airtel’s relationship centre located in Nandidurga road in Bangalore – it was collected by a representative named Shoaib. They issued a new sim card which got activated a day later and we have been using it for the last 20 days.

On Aug 20th, we received a SMS from Airtel, stating they have not received the necessary documents from us and all outgoing calls are barred, as directed by TRAI.

I find it absolutely ridiculous that Airtel can treat customers this bad & cancel a service without consulting us when there is no fault on our side. If Airtel lost the documents, I would expect they make a sincere apology for their mistake and request us to provide them with duplicates instead of disconnecting a service using the name of TRAI.

I called up the customer support at 121 and spoke to one Mr Ikram and Mr Sultan (who mentioned he is a supervisor). Both of them feigned helplessness and requested that I visit a dealer to resubmit the documentation. Complaint # provided by Airtel is # [protected].

I find this absolutely ridiculous that I need to waste time again when I have completed the formalities from my side. Add to it the fact still I have not received the postpaid deposit from Airtel – hence Airtel must be in possession of two sets of documents from us at this point in time. Mr Sultan from Airtel, mentioned it will take 7 days to verify and resolve it. While I am ok with it taking 7 days, I want the service (outgoing calls) to remain enabled while Airtel investigate the mistakes that happened at their end. To wait 7 days to reenable service, because of Airtel’s fault is unacceptable to me, that too in the name of directive from TRAI.

I have escalated this to nodal & other contacts provided by Airtel. The resolution times run to 10’s of days and months for appellate response. Should we wait without service (when we have legitimately paid & submitted the expected documents?) while the process of figuring where Airtel dropped the ball?

I am unable to see any information in TRAI site that says for Telco’s mistake customer service should be disconnected. I find it totally appalling, the treatment meted out with timelines for resolutions, that make a mockery of the customer in the name of TRAI.

I am not sure if other Telcos provide a better treatment to customers. I hope TRAI can look into such abuses by Telcos utilizing TRAI’s name to refuse services or put them thru hardships for no fault of theirs.

I can be reached at [protected]@yahoo.com, if you need any further clarifications. Thanks.

Krishnan