[Resolved]  Bharti Airtel Limited — Unethical Practice on Airtel Prepaid- World Calling Card

Dear Sir,



I did not receive any satisfactorily reply from the Airtel on the same and requesting you to please look in the details and provide the resolution.


I am mentioning complete details of the persons I have interacted with in the Airtel Customer care regarding this issue:


· 21-March-2009 with Mubashir: I inquired about the International roaming rates in the USA; and also asked for any plan Airtel has to save on my International roaming outgoing Call rates. He informed me to use the Airtel Prepaid WCC (World Calling Card) to make any calls to save on my international roaming.

::: This clearly mentions my intention o[censored]sing my cell phone in the USA for which the resolution was to use the Airtel WCC to make any calls while on international roaming.



On 30th April I received an SMS that my usage is Rs 7076 and make payment as this amount is near my usage limit.



· 2-April -2009 with Zeb Fatima: I inquired about the details of the whopping Rs 7076/- as I did not made any calls directly from cell phone but via Airtel WCC from my cell phone. She told me that my bill has not generated and she cannot provide me the details on the same. I was curious to know, if the bill amount came as a result o[censored]sing Airtel WCC to make calls through my cell phone.

I asked her, Madam “Do you agree that using my cell phone on international roaming and making any calls via Airtel WCC will not having any effect on my postpaid bills.”

Reply I got was “Yes, call charges are very nominal if you use the WCC through your cell phone”.



· 13-April-2009 with Mushfiq: While discussing my problem with him on my international roaming charges, he had no clue whether I have to use my cell phone or not. He was sure, that using my cell phone on international roaming with WCC will not have charges on my post paid bills which he accepts in the call and he asked me to log a complaint for the same to [protected]@airtelindia.com. He accepted the charges are incorrect because he did not have the knowledge that making calls on international roaming via Airtel WCC through cell phone will have higher charges.



· 20-April-2009 with Pankaj: He analyzed and discussed that quickly come up with the resolution that, cell phone should not be used to make calls while using Airtel WCC on international roaming. He discussed with his manager and asked for investigation on the said conversation details. He told me that all the calls will be monitored and proper reversal will be provided, if found the mistake from Airtel. As per his call made to me on 21 April, they were investigating the call records.

· 24-April-2009: Received a call from the collection department of Airtel. Informed that they understand that mistake has happened from Airtel but cannot help because they don't have authority to reverse the charges. Informed me to contact Nodal Officer.

· In the mean while I was writing to Nodal Office to get the satisfactorily resolution of my problem.



· 5-May-2009 with Gaurav Mishra: He understood the problem and the pain I was going through and investigated few of the recording happened between me and Airtel after provided the details. Discussed with his manager and come up with an offer to help Rs 3000/- from his side. As he is not authorize to provide any major relief more than this. He told me to escalate this issue to higher authority in Airtel to get the full refund.


Even though, Airtel executive accept that charges needs to be reversed back I am being harassed constantly.

All the Outgoing calls while on international roaming made to "[protected]" need to be reversed. This is the same number which is there on the booklet. I have made all the calls by dialing this number only from my cell phone.



Even though the information on the booklet says “Making calls from cell phone and mobile phone will have higher charges”



But to get any latest and updated information, you always call customer care for all necessary information, which I did.



Airtel insist that you call our customer care 121 for all the latest information. Which I did, but the customer care executive did not have the sufficient knowledge on the same and provided the incorrect information.

I am raising this concern for almost a months and Airtel has accepted that they have provided the wrong information on the same.

Don't you think this is a total case of Harassment? I hope you can understand the pain I am going with.


Hope to receive a fair justice on the same.

Regards
Varun Singh