I recently had some problem with my mobile bills, or rather they had some problem. It was like this - I got the bill for my mobile use for the month of June by the end of June and was given a due date of 18th July for payment. I had made the payment by july 17th. And since 18 th July I have been getting several calls from the airtel accounts department regarding the confirmation of my bill payment. Every time they call me and inquire if I had paid the bill and I say 'yes', their job is done right there, they hang the phone down. They neither really confirm if the payment is done on their records nor are they bothered about the 'customer service'. They nearly confused me, every time they call me to confirm if I had paid the bill, my yes was all they hear to, they don't even talk anything more, as though their confirmation is over! yet again they repeatedly kept calling me- confusing me every time. Finally after 15 days they suddenly canceled my outgoing facility - and I was out of station. Though I was not in town I was continuing to receive these bill confirmation calls, where in once even I asked them if they were intentionally trying to increase my roaming bill! Finally when I come back and call the customer support and question them with all high tones and anger, now they budge a little to actually verify if the payment was done. they ask me a couple of more questions as to the date of payment, the bill no... etc. After checking his records, he suddenly tries to close the issue saying - 'okey you have made the payment, I will initiate your service again'. Another word with a little more frustration from my side, he starts apologizing and accepting the mistake on their part. This just shows how unprofessional the organization is being carried and their indifferent attitude towards customers. I don't really find a single reason for private players to boast about their services especially comparing themselves with government services!! When I ask some more details as to who was responsible to update these details? why was it not updated and I would like to make a complaint about that person - everything goes unanswered! There is no transparency in their system either! And finally I was at loss for not getting service for about 5 days!
Now what I would seriously like to know is that - is there something that I can claim from airtel for the loss of service without any mistake of mine! Would I still have to pay the rental for those 5 days where my service was barred, in my next bill?
I understand business organizations are very profit oriented - but should limit themselves only to the service they provide to the customers - NOT at the cost of their customers!! I would really want some guy from airtel to take up this issue as a challenge, try and explain me the attitude with which all this was carried on-- is it that you are DOUBTing your customers? It does not for sure seem to anybody like it is just a ' mistake', it has to be something more than that, should try and address that greater issue by actively developing a more professional attitude, improving the quality in the procedures followed for internal management... etc.
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