Airtel
Wrong billing/hoodwinking/harassment for 6 months

Dear Sir /Madam

Given below are some of my mails to airtel explaining my anguish incl the latest one of today i.e 11 sep 2010.I think airtel has to change its name from bharti airtel to hoodwinking airtel.they not only hoodwink outrightly but also fraudulently fool customers.hope i can get some respite.all details are in the complaint given below.am undertaking this journey to consumer courts so that someone may be forced to listen???

rajesh arora

toenterprise@airtel.in

dateSat, Sep 11 at 1:35 PM

subjectRe: NOW NO RESPONSE ALSO??? [|BAL|Qrc1707269|]

mailed-bygmail.com

hide details 1:35 PM (28 minutes ago)

I think your hoodwinking for my mob no 9650199338 is now crossing all tolerable limits and i must go ahead to consumer court in a big way&&i have sent a long mail to you as produced below for which you gave ref no

Qrc1663665 on 06 Sep 2010 at 1 am and it has been six working days and you neither contacted me nor gave me a reply on mail though it says you will revert back in 24 hrs-shame on airtel. To top it all when i gave a reminder to you via mail yesterday evening i.e 10 sep 2010 that i have not recd any response from your side for 5 days you have come up with yet another ref no and without replying to the earlier querry you have VERY CUNNINGLY told me that waiver has been given in aug bill&you are trying to mislead everybody. You have not even read my earlier mail and now you are giving a FALSE CLAIM.THIS ONLY SHOWS TO WHAT LOW DEPTHS AIRTEL HAS STOOPED!!! BELOW HERE IS MY MAIL OF 05 sEP 2010 TO WHICH YOU GAVE REF NO Qrc1663665 VIA YOUR ACKNOWLEDGEMENT MAIL WHICH IS ALSO ENCLOSED.

Dear Mr. Sunil Mittal,

Amongst all the complaints I have seen on airtel, I am adding my serious complaint out of frustration and utter surprise that a company lead by a highly respected and capable Leader like you has a terrible customer service organisation. How can such a team call themselves a “customer centric” organisation? Mr. Mittal, does your team even have a

whiff of how much they add to a customers woes and to top it all add injury to insult???

Sir below is my original complaint given to enterprise@airtel.in on 18 Aug for your reference.

"I Lt Col Rajesh Arora am holding mob no of airtel 9650199338 (Account No-102-103496643)

under the MOD corporate plan taken by our organisation i.e 505 Army Base Wksp EME Near

COD Delhi Cantt-110010.

I have been using this no for the last one year but have faced innumerous problems since the billing

cycle of May month (02 May 01 Jun) when all of a sudden the bill started showing a discrepancy wherein i started getting charged monthly rental (charged 150/-), which after great efforts were reverted to me in the next bill of june (02jun01 jul) alongwith del serv gurantee.

However again here (in jun cycle bill-02jun01 jul) i have been charged renewed plan of Rs699/-alongwith which i have been charged monthly charges-Rs 150/- and discount only 80/- thereby charging me an extra Rs70/- taxes. In this regard refer your letter of 12 july duly signed by head cust care Mr imran khan durrani which clearly states that plan will be renewed from expiry on 30 july whereas i have been charged the annual fee a month in advance in complete contravention to your own letter. Notwithstanding the same i have been charged an extra amt of Rs70/- taxes for which i called up the cust care on 21 july and spoke to one mr tarandeep to rectify, who suggested to call up on the no given in your letter of 12 july i.e 9810558477.I promptly called up on this no and spoke to Mr mrutyanjay at 1445h who said that he would revert back to me within an hour BUT DID NOT. This set of a chain of events wherein i feel quite agitated now and plan to approach the consumer court for the intolerable and pathetic attitude suffered by me at the hands of your employees.

This chain of events includes calling up 9810558477 again and again (u may check ur records-have spoken to Mr Honey/Sikander/Nidhi/Deepak) each one of whom turned out to be better than the other in terms of giving false assurance and NEVER CALLING BACK. I REPEATEDLY SPOKE TO THESE PEOPLE AND THEY PALMED OFF TO EACH OTHER (SHOWS THE QUALITY OF YOUR EMPLOYEES), wherein i got fed up and thought it was better to go back to cust care-called up on 12 augspoke to Rana, called up on13 aug spoke to Sandeep both of whom told me system under updation and refused to either let me spk to supvsr or give me a docket no of complaint. Again i called up on 15 aug and spoke to Mohit who put me through to the floor supervisor Ms Shilpi-who again narrated the same story of updation-AM I TO BLV THAT AIRTEL WAS UNDER UPDATION FROM 12 AUG TO 15 AUG AND BEYOND FOR A PERIOD OF 5 DAYS-I THINK YOUR EXCUSES ARE NOW GOING FROM DOWNRIGHT RIDICULOUS TO BIZZARE!! Notwithstanding i narrated the events to ms shilpi who agreed seeing the notes but not being able to do anything coz of updation, hence i insisted on getting a complaint no -which i had been brazenly denied so far. She gave me interaction id 734056943 and assured that i wud be contacted within 24 hrs without fail this time.

However as you can note i have not ben contacted though almost four days have elapsed and as expected i have not received any intimation so far!!! (i prefer to call it shameless performance-which you may want to look into)

My querry to you is very simple:-

1. Dont you find this kind of behaviour absolutely demeaning and humiliating for any customer-let alone an army officer?? (if you dont god bless us all!!!). The ques here is not the small amt involved but the WONDERFULLY DEVELOPED CARE A DAMN ATTITUDE OF YOUR EMPLOYEES (AM SURE THEY ARE NOT TRAINED LIKE THIS). Moreover i have NOT authorised anybody-i repeat anybody to deal with your co for sorting out any details since i and i alone am resp for the payments of this no-then how come it was claimed by one of your reps tht they were dealing with someone on the subject which is ridiculous coz in that case they shud ask that person to clear the bills and not me!!!

2. What wud be your own reaction to this kind of attitude if the same was perpetuted by your service provider.

Hopefully i have driven my point home-your connectivity i also rate amongst the best but attitude-well there could not be anything worse at least at the level which i have dealt and finally someone gave this mail id saying it will reach the higher ups.

I shall be filing my consumer court complaint tomorrow (copy of which shall be fwd to you as well-am sure u understand that if i can take so much pains then i will take this case to its logical conclusion), however if you feel my points are valid and deserve merit-feel free to contact me on this no itself-9650199338-shall use till the day i resolve this issue logically and only then discontinue.

Rajesh Arora."

Now this complaint kicked off a series of events:

1.I was contacted by one Mr Sumit who identified himself as a manager (mobile no: 919810861540) and after a series of HOLLOW (because action taken is instead opposite of what was promised) apologies he assured to set things right and would call again to confirm. He did call again on 23 Aug saying that airtel was extremely sorry for all the harrasment meted out to me but same would not repeat in future and that he would like to retain me as customer. I made it very clear to him that i was not looking for anything specific but a proper resolution-he on his own accord then offered as a goodwill (ha!) airtel gesture the following:-

(a) Complete waiver of annual rental of Rs699/- taxes=Rs775/-

(b) Service gurantee of Rs 100/-

(c) Reversal of Rs 43/- charged excess to me.

He himself totalled and informed me that a total of Rs918/- would be credited to my account for the next bill, which he assured he personally would monitor (i expressed my doubts about the same having already suffered due to absolute fault of your esteemed (ha) billing dept, for which he again assured me of no problems in future and requested for closure of case-i fell into the trap of your SMART EMPOYEES!!! and like any gullible customer i withdrew further from going to consumer court thinking that airtel was serious about its efforts (Alas how mistaken i was)-He also gave his mob no as mentioned above and asked me to call in case of any problems whatsoever.

2. During the same time frame I was also contacted by one Ms Mansi who insisted and persisted that she had also been asked to follow up my case-though i told her that sumit was already on the same but she still insisted and hence i spoke to her as well. She again called back on 24 Aug to confirm to me that all actions/reversal of Rs918/- was being preocessed as told by sumit and that she would keep in touch with me alongwith sumit to ensure that that the bill that would be generated on 02 Sep2010 would reflect a reversal of Rs918/-.She also gave me her mobile no (919810860981) and asked me to contact her in case of any problems whatsoever. She also tried to appease me by forcibly sending a pass of some concert-i of course did not go as also verified by some cust care rep of yours

3. I rx the following smses from customer care:

(a) Rs 42.82 credited on 19/08

(b) Rs 100.00 credited on 24/08

(c) Rs 500.00 credited on 27/08

4. The last sms recd on 27/08 was incorrect since Mr Sumit/Mansi had confirmed on their own an amt of Rs 775/-(waiver of arp 699/- taxes)-I immediately called up sumit and mansi both of whom did not pick up their phones the entire day on 27 Aug though the same was working day.i again tried many a times on 28 and 29Aug, however to no avail-THIS INSPITE OF THEM GIVING THEIR NOS AND ASKING ME TO CALL IN CASE THERE WAS A PROBLEM.I was saturated by the CONTINUOUS PATHETIC, POOR RESPONSE AND INCOMPETENCE SHOWN BY AIRTEL EVEN AT YOUR SO CALLED HIGHER LEVELS OF COMPLAINT.HENCE BEING EXASPERATED I WAITED FOR THE NEW BILL GENERATION AND TO SEE WHAT HAPPENS THEN!!!

5. On 05 Sep 2010 at around 3.30 pm i called up your customer care to confirm my bill AND AS EXPECTED TO MY HORROR FOUND OUT THAT THE BILL HAD NOT ONLY BEEN BUNGLED UP AGAIN but forget the correct waiver of Rs 918/-which you have gone back on your committment (guess you are used to it and do it often!!!) as told by mr Sumit himself (NO WONDER HE AND MANSI DID NOT TAKE MY CALLS AND DID NOT TAKE ON 05 SEP EITHER-SHAMEFUL SEEMS SUCH AN ABSURD WORD IN YOUR DICYIONARY) and not dictated by me-BUT I HAVE BEEN CHARGED THE ARP AGAIN-TWICE IN 2 MONTHS!!! BRAVO!!! NOW I NEED TO TELL AIRTEL THAT ARP IS CHARGED ONCE A YEAR .I SPOKE TO THE FLOOR SPVSR ONE MR NISHANT WHOM I ASKED TO LOOK INTO THE MATTER and then speak to me instead of me narrating for hours my sob story!! AS ALWAYS HE PROMISED TO CALL BACK IN 15 MINUTES AND HE DID NOT--WHAT A WONDERFUL VIRTUE FROM AN ENTITY THAT PLANS TO BECOME A TELECOM GIANT!!!I WAS NOT SURPRISED AT NOT RX A CALL AND HENCE CALLED UP CUST CARE ONCE AGAIN AT ARND 6.45 PM TO BE TOLD BY ONE MS SUMAN THAT MR NISHANT WAS PRESENTLY NOT ARND AND WOULD CALL BACK SINCE HE WAS TO COME BACK SOON--YOUR GALLANT SUPERVISORS RUN AWAY FROM CALLS OR DO THEY ALWAYS TAKE A BREAK WHEN THEY KNOW THAT THE CUSTOMER IS BEING ROYALLY HOODWINKED???

6. Mr Mittal-i really dont know whether this mail would ever reach you (am not sure of your mail id-this one is something i saw on the net in another complaint-hence cannot be sure) or if you would waste your precious moments on the outpour of absolute frustration from a long harrased customer-been almost 5 months of running in USELESS circles. However if it does (maybe!!)may i request you to give a deeper look to your creation--good but your cust care is nothing short of ABSOLUTE FRAUD-I SEEM TO BE RUNNING OUT OF WORDS THAT DESCRIBE MY TORMENT AT THEIR HANDS PROPERLY!!!

7. I AS ALWAYS REMAIN HOPEFUL BUT SHALL BE FORCED TO TAKE STEPS IF THE PROBLEM IS NOT SOLVED IMMEDIATELY.

Hopefully Yours

A tormented customer (amongst many)-Rajesh Arora.

fromenterprise@airtel.in

toraaj1.arora@gmail.com

dateMon, Sep 6 at 12:42 AM

subjectAcknowledgement Mail.

mailed-byairtel.in

hide details Sep 6 (6 days ago)

Dear Customer,

Thank you for writing to us.

Your request has been registered with us and your unique reference no. is Qrc1663665.

Request you to quote your unique reference number for future interactions. We shall get back to you within 24 hours.

Warm Regards,

Airtel Enterprise Services

Note: Please mention your mobile no. or the landline no. in the subject of the email whenever you write to us for a quicker response. Do not include any space or any special characters between the digits.

Note: This is an auto-generated response. Kindly do not reply on this mail.

&&&&&&&Original Message&&&&&&&&--

Subject: DO YOU EVEN BOTHER/LISTEN TO CUSTOMER COMPLAINTS??? IF YES REASSURE ME!!

Date: 06/09 12:40:30 AM

From: raaj1.arora@gmail.com

NOW YOU SEE HOW YOU ARE PLAYIMG WITH AIRTEL CUSTOMERS&-SO BE IT! GUESS ITS TIME TO APPROACH THE COURTS FOR A RESOLUTION!!!

Company: Airtel
Country: India
State: Delhi

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