[Resolved]  Airtel — Unable to cancel connection

Address:

Bangalore, Karnataka

I had been using Airtel Mobile Connection since 2009 while I was in Bangalore. That was a post paid connection. I moved to Mumbai on August 2011. Since then I had been paying monthly minimum rental of my existing connection of Bangalore as I there were chances of my moving back to Bangalore. But in February 2012 I thought of cancelling my Bangalore connection of Airtel. I called the customer care services of Mumbai Airtel and they guided me with Karnataka customer care number as Mumbai customer service cannot take any request for Karnataka circle numbers. I immediately gave a call to the Bangalore number and I was told that next day I would get a return call from Airtel and this would formally end up my connection. I was not at all convinced and told the customer care executive how can he assure that the call would come. Why couldn't he cancel the connection during that call itself. But he assured me of getting a return call the very next day which have never come till today.

Now there's another story before that incident happened. Before I called the customer care, I had come across an option to cancel my connection by logging in to my account in Airtel website,going to service requests and selecting the request category as Surrender a connection. Along with that I had to provide Contact Person, Contact Time and Alternate Contact Number also. But finally when I submitted my request I received a message denying my submission of the service request. The message is "We are unable to process your request. Please try later. Sorry for the inconvenience" marked in red. And to my surprise this message is still being displayed today whenever I try to submit my request. I kept on trying intermittently for the last couple of months but I got the same message. Now this is just a trick not to entertain cancellation of connection request.

On 6th August 2012, i got a mail from Corporate Collections cell of Airtel asking me to pay my outstanding amount non payment of which will force them to initiate further course of action.

I have been a loyal cutsomer of Airtel and had always been paying my bills on time. I had used Airtel internet also in Bangalore and faced the same cancellation negligence which somehow got resolved early. What annoys me is that if analytics is no strong today and Airtel can provide us with usage details in every monthly statement, why don't they use their effort and technology to mine out loyal and disciplined customers instead of bittering the relationship with such customers. I faced similar kind of problems during my Airtel connection in Hyderabad. But still I cannot change the person in myself. I feel satified to be good with the service providers and hence be loyal in making payments.After all Airtel serves us just like we serve somebody else in the industry. But this time I am annoyed. They deliberately don't look into such issues in their web site so that these stop the customer from cancelling connection.

So I request to take this matter of mine into serious concern and make the country's so called best provider of mobile services aware of their major loopholes in their service delivery mechanism.

P.S. Please find attached the screen shot of the error message that is displayed when I submit my service request.

Thanks
Kallal Nath
[protected]@gmail.com