Airtel has been a headache for me since day one of my association with it. Some of the latest troubles I have faced are given below.
1. IVR getting blocked (status – pending)
The IVR facility to speak to customer care executives is getting blocked if we speak more than three times a day using this facility. Airtel says, this is because of TRAI regulation. But, I fail to understand whether TRAI has made it mandatory or has just given an option. My previous operator did not follow this practice. The IVR will be released only in the next month. My IVR got blocked last month as well as this month. Whenever I called to the customer care, my call was put on long hold and getting disconnected at the end or getting disconnected while speaking. If the customer has to call to the customer care more than thrice for resolving an issue, that shows the quality of the Airtel customer care. Instead of improving efficiency, they are using short cuts like blocking IVR so that no more complaints will be there from the number.
2. Charging exorbitantly (status – pending)
I have called to the number 18601803474 on 19-06 and for 10 minutes and 28 sec, I was charged Rs.22 (i.e. Rs.2/min) instead of Rs. 6.28 as per my plan. Airtel customer care executive says, this is a service number. As far as I understand there is no concept of service numbers and non-service numbers. In fact, this is a universal access number (UAN) and all calls to this number will be charged at local call rates. This system is, in fact, for effective routing of the call, especially for business customers. Moreover, Airtel does not mention anything about call charges to the so-called ‘service numbers’ under the tariff section of its website. This way of charging is just an unhealthy business practice followed by Airtel, which is detrimental to the interests of consumers. It is noteworthy that other operators (I know at least about my previous operator) do not charge like this on the calls to UAN numbers. I am wondering now whether Airtel would charge calls to toll-free numbers as well (They start with ‘1800’ and as per the definition of Airtel, they can be the so-called service numbers)
Sincerely,
Jibin
9985477490
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