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Trai — airtel dth false service

I was out of station for around 4 months, on my return i can see none of my favorite channels are visible. When checked in airtel self-care website and customer care, they say 2 hindi packs are activated, which i have never done and they are deducting money. They said the request has been done from [protected], which i have no clue whose number is that. I understand this is a technical fault from thier side which they are not willing to accept. I need a register a complaint against them and i need my refund

Complaint Status

[Jun 02, 2019] TRAI customer support has been notified about the posted complaint.
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    Near Sultan Pur Birds Century & Dada Bhaiya Mandir, Sultanpur Gurgaon, Gurgaon, India - 123506