1.I had taken a prepaid mobile sim card from Airtel dealer (Firdous Communication) in Chopra Market, Udhampur on 21 Apr. I submitted the documents and photographs to the dealer who checked them and after finding them in order issued the sim card to me. I was issued with mobile number 9596940822 vide sim number '8991550210049851489F'. On 04 May I received a message on my mobile that the documents submitted by me are not in order and I need to submit the documents again in 24 hrs, otherwise the connection will be disconnected. No reason for rejection of documents was mentioned in the message. I contacted Airtel dealer in Chopra Market and Airtel Customer Care Centre, but they could not provide me any details as to why my documents were rejected. I was simply told to resubmit the documents.
2. I was in a state when 24 hrs notice had been given to me and I was not being informed about the reasons for rejection of documents so that I can rectified the mistake (s) and resubmit the documents. Finally after lot or persuasion, I was given the mobile number of Mr Rajender (Mobile number – 9906049297). After I contacted Mr Rajender he gave me the details of rejection of documents but only by next day (by 1600hrs on 05 May) – the clock of 24 hrs deadline already ticking. I tried to give him the reasons for the kind of documents I had submitted earlier but could not convince him.
3. It should be understood that preparation of such documents takes efforts and time. I prepared the documents and submitted them with the same dealer on 07 May.By this time my connection had already been disconnected. The connection was reactivated on 19 May (after 12 days). However the balance amount was shown as zero, whereas I had about 346? - balance in my phone when it was disconnected.
4. I lodged a complaint with customer care on 20 May (complaint number - 30520483764) Thereafter I contacted customer care five times, on 08 Jun (ref 0608089393), 10 Jun (ref 0610295383), 13 Jun (ref 0613154216), 16 Jun (ref 0616325392) and 17 Jun. I also contacted Nodal Officer Sandeep (mob 9797334865 on 17 Jun.
5. Whenever I have contacted customer care, I have been told that my money will be refunded in my account within 2/3 days as a complaint has been lodged with concerned dept, but after waiting for those given days, the amount never got refunded. In spite of informing the person at customer care desk that this procedure has been gon through number of times without any results, they stuck to same drill of lodging complaint in their computer and pending
6.Afte analysing I have realised that Airtel has found this innovative method of minting money, wherein the dealer accepts the documents, gives the sim card and Airtel later blocks it and reactivates at a later stage after fresh documents have been submitted - showing the balance as zero.
4. I have the following to submit:-
(a) When Airtel dealer had found my documents in order before giving me the sim card, why they have been rejected later, after two weeks?
(b) Why Airtel, while rejecting the documents after the payment for sim card and recharge has been made, is not offering to return the money already paid by the customer?
(c) Why a short notice of 24 hrs given to the customer to resubmit the documents without providing the details of the reasons of rejection of documents so that the mistakes can be rectified while resubmitting the documents?
5. I had posted projected my problem via email to [email protected], on 08 May AND 12 May and was given unique reference nos. as 805201025509 and 1205201011401. However, I have not heard from Airtel since then.
6. It is requested that my balance amount (Rs 346? -) be given back to me earliest or I should be told that it will not be refunded so that i can shift to some other more efficient service provider..
Thanking you
Narinder Singh
Email id – [email protected] &&&&&&&&&&&&&&&&&&&&&&&&&
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