Hi,
I am using an Aircel prepaid connection in Bangalore. The number is 91-9738517679. I recharged for Rs50 on 18th July and my balance was Rs 75 change. On Monday 19th July, without my knowledge a caller tune was forcefully activated on my number and Rs 30 was deducted. When it came to my notice, I called up customer service immediately. They asked me to call 198 to register a complaint. I called up 198 and spoke to an agent called Vinay. First, he did not want to register a complaint and told me that I have activated the service on my will. After sometime, when I was able to convince him, he said he will register a complaint and that someone from the backend team will get in touch with me in the next 24 hrs to resolve the problem. He did not give me any complaint number. 24 hrs passed by and I did not receive any call. After 5 days on Friday 23rdJuly, I again called up 198 to enquire about the status of my complaint and this time I spoke to an agent called Nadeem. He informed me that there is no complaint registered against my name in their system. I was surprised to hear that. Anyway, a complaint was finally registered against my name. Complaint No is 1-2362389651. I was told the same story that a person from backend team will contact me in the next 24 hrs and will resolve the issue. I received a call on Monday 26th July from Aircel customer care and they informed that the caller tune has been removed. When I asked them when they are going to refund me the Rs 30 - they said they will register another complaint. The new complaint no is 1-2378023976. Finally I receive a call today 29th July from Aircel again and they inform me that since the 1st complaint was not registered within 48 hrs - so they cant help me and are not going to refund me Rs30.
When I told him the entire incident, he refused to listen to me and said as per their "PROCESS" all agents are supposed to give the customer a complaint number when they call in to register a complaint. Now, my question is - how do I know what internal PROCESSES Aircel is following - it is a mistake on the agents part (Vinay) that he did not provide me the complaint number.
I am absolutely disgusted and dissatisfied with their service. It is not about Rs30 - it is more about ethics. They are simply cheating the customers by forcing services on them.
THIS IS THE 2ND INCIDENT IN THE LAST 3 MONTHS. Although last time, they refunded my money.
I am requesting everyone not to use Aircel services - they take the consumer for granted.
I want to take strict actions against them. If anyone has any suggestions kindly advice.
Regards,
Sumon
91-9738517679
[email protected]
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