Dear Sir,
I am a broadband/airtel customer a/c no: 15956419.
I had opted for five month Plan with 6th month Free. The Line was activated on 28/7.
1. I received a Bill no: 405333652 for period 26/Dec to 25/Jan. Which I shouldn't have received in the first place since the billing period is for the 6th month which was FREE. This SERIOUS LAPSE from the billing department. I was vigilant so I could recognize this as an attempt to De-FRAUD customers like me.
I am sure this was not an isolated case a lot of people might have fallen for this FRAUD and paid unnecessary bill amount. Such attempts to CHEAT customers are not expected from companies like Airtel which call themselves the leaders in telecom industry in India.
I hope that the Ombudsman seriously looks in the complaint to check if other customers were also cheated using this FRAUD.
2. I had registered a complaint no: 559360 on 29/1 immediately after the receipt of the bill. I was told that the bill be wavied off and I need not pay a penny. As a part of complaint closure I received a call and I was told that the amount of 980 Rs. is being waived off. Note the bill amount was 1079.84. The amount of 980 does not make the full bill amount which was agreed to be waived off. So I had told the CSR to keep the complaint open since this is not what was agreed on.
There was no follow up from customer serivce after that.
3. Today I received bill No. 15956419 which includes the previous bill amount. So I had called the customer service number to check status of complaint number 559360.
I was on the call for more than 40 minutes. The first attendant said that the complaint can’t be reopened since there is a comment in resolution that complaint is closed and do not reopen this complaint.
I would like to register protest on the following points.
a. I was surprised when I had given unsatisfied feedback how come the complaint was closed
b. If the customer says that he is not satisfied with the resolution and asks to reopen the complaint why is he given lame excuses.
After much perusal the CSR agreed to transfer the call to his manager. It took more than 10 MINUTES for the supervisor to attend to my call. This shows the kind of commitment of Airtel towards the customer service. I was told that there is some prorated charge of 100 rs. Since my plan was renewed on 22nd of dec.!!!
Note the facts:
My service was started on 28/7/10 even a fifth grader would understand that 5 months if any would be over by 28/12/10. Where does the MAGIC date of 22nd DEC come in play.
When I questioned when my service was started I was put on hold for 10 minutes after which I was fed up to know that it takes more than 10 minutes for Customer service to find my service start date!!! When it is right in from of him on screen. I had to hang up the line since I would eventually end up paying to my telecom operator for the 40 minute call… I was hoping in vain that the supervisor would call me up to clarify about the delay as part of curtsey. But such things happen only in a dream.
There are following points to ponder.
1. Is this the quality of customer service acceptable from one of the top 3 telecom operators in India’s?
2. How do the MAGIC dates come in existence for an invalid or a FRAUD Bill?
3. Why should the customer pay for AIRTEL’S FAILED ATTEMPTS TO CHEAT CUSTOMERS?
I am totally FRTRATED by this the kind of service and CHEATING ATTITUDE of airtel towards CUSTOMERS.
A extremely Unhappy Customer,
Ashwin
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