[Resolved]  Airtel 3G Net Services - Dongle — Worst Customer Service and Fraud Company

Address:

Maharashtra

I, Rajesh Hira, shifted to Airtel from MTS 2 - 3 weeks back. While purchasing the 3G Net connection - dongle, the DSA representatives gave me lucrative offer and good service due to which I assumed that Customer Service provided by Airtel must be one of the best. The connection was working absolutely fine till a 8 - 10 days after purchasing the connection, I received an SMS alert which asked me to pay Rs. 1500 to enjoy continuous services. According to the SMS, I had exceeded my credit limit. This was highly impossible because my usage is not more than 2 GB and therefore, I had opted for 2 GB in Rs. 450 plan. Therefore, I called the Customer Service. The CSR told me that I should ignore these SMSes and should make the payment once the bill is generated. He also told me that I should pay whatever amount is mentioned in the 'to-be-generated' bill. The matter ended there.

After a few days, I got another call from Airtel asking where I would like to receive my 3G internet bills. I made it very clear to them that alongwith a hard copy of the bill (to be sent to my residential address - which was verified by the CSR), I need an e-bill (soft copy) to be sent to my Gmail ID. The CSR verified my Gmail ID as well and assured me that I would receive a hard copy as well as soft copy of the bill.

Now, again, after a week or so, I received an SMS at around 11.30 PM on Tues, Apr 23 saying that I should deposit Rs. 1500 within 24 hours. Otherwise, Airtel will discontinue my services. I called up Customer Service for clarification and the CSR told me that I have to pay Rs. 555 only within 24 hours and that my net connection WILL NOT BE deactivated within this timeframe.

This was a bit strange for me because I neither received a hard copy nor a soft copy of the bill and just received this SMS out of nowhere.

On Wed, Apr 24, my net was disconnected at around 8.455 AM (Airtel didnt even wait for 24 hours as they mentioned in their SMS). I went to the gallery at around 1 PM and paid Rs. 555 (as told by the Customer Service rep the previous day). I have the receipt of this payment made at the gallery. The girl at the help desk asked me to call 888 to reactivate my internet service. I contacted 888 from the gallery itself and the female who answered my call, gave me a confirmation of the payment made by me and assured me that the connection will be reactivated in the next 4 hours.

I waited till 6 PM but no progress. Therefore, I contacted Customer Service again. From here on, Airtel guys started throwing me like a soccer ball from one department to other department just like government offices do. But, not one person from any of these departments showed that they have been trained to provide the best Customer Service and to resolve customer's issues ASAP. From their conversations and attitudes, it seemed that they just care about their salaries and they are not even bothered to retain a new customer. After several attempts (bouncing from one dept to another), I spoke with Deepak and again, he confirmed the payment credited and assured me that the connection will be reactivated in the next 30 minutes. No progress in 30 minutes as well. I contacted Customer Service again and this time, Deepak answered my call again. He gave me a deadline of 30 minutes (AGAIN!!!). NO PROGESS IN THE NEXT 30 MINUTES AS WELL.


By then, I was completely exhausted and tried contacting the LAZY Customer service once again. This call was the worst call of my life because the CSR, without even checking my account details, gave me a random, exorbitant figure of Rs. 8000+ as the outstanding amount. The CSR's name is Sautik. I felt numb after he gave me this figure because in my entire life, till date, I havent used Net connection worth Rs. 8000+. When I started screaming at the top of my voice, the CSR checked the facts and agreed that Rs. 8000+ is not my outstanding amount and he also confirmed the payment credit of Rs. 555. I am planning to sue this guy Sautik - being in Customer Service, he is not supposed to give incorrect information to the customer. If he is unable to use his process knowledge properly then he is supposed to transfer to the call to his direct higher-ups, however, he CANNOT give (COMPLETELY) incorrect information to a customer. He gave me a 4 hours deadline again.

It is 9.07 PM now and the net connection is still not on. I have lost all hopes now but I request all the other consumers in this forum to highlight such issues openly more often so that others dont suffer.

I had never used Airtel in the past and this was my first experience with Airtel. This is the first time I am bad mouthing an internet service provider. I have used Vodafone and MTS in the past and their Customer Service and other services are not that bad compared to Airtel. The guys from Customer Service who DID NOT HELP ME AT ALL are providing services on behalf of Airtel which means Airtel should take the accountability of the information provided by the agents. Airtel should know what kind of people it is hiring when it is dealing with millions of customers.

This type of service has spoiled Airtel's image and I will never EVER recommend anyone to opt for Airtel services.

My mobile number is [protected] and my Airtel 3G Dongle connection number is: [protected].

Airtel CANNOT go out of the way to help its customers. Therefore, STAY AWAY from Airtel. It is nothing but a SCAM.

NOTE: Since yesterday, I have requested the Customer Service to send me an e-bill zillions of times, however, they seem to be ignorant and not sure of how they can send an e-bill to a customer. If I would have been in your place, I would have simply verified the customer's e-mail ID and sent him/her a soft copy instead of harassing the already frustrated customer. Still, I have done my duty of paying the bill without even getting one. DOESNT THAT SOUND FUNNY???

Naam bade or Darshan Chote guys. Everybody can earn but only a few manage to provide top quality service. You are from 'make the money and chuck the customer' category.

Extremely Distressed
Rajesh Hira