Dear All,
I would like to seek help from legal experts here in the consumer forum, regarding my grievance with Airtel broadband (Bharti Airtel), with respect to my billing. My current broadband plan has a limit of 3GB Data usage, and it attracts a monthly rental of Rs 598.
Now, as per my claim, any excess usage above 3GB should be charged as Rs 0.20/MB. However, Airtel has charged me Rs 0.60/MB for extra usage above 3GB. Below are some details about the same :
Bill Date : 27/09
Total usage : 4048 MB
Free usage : 3072 MB
Extra usage : 976 MB
Extra amount as per 20p/MB: Rs 192
Actual extra amount charged in the bill (as per 60p/MB) : Rs 586
I haven't included the other details - Total bill amount, phone call usage, tax etc - here, as I have no contention in those things.
Now, even if I concede for a while that my memory was wrong, and that the cost of extra usage as per my plan is in deed Rs 0.60/MB, I should at least be able to find my billing plan details from Airtel to re-affirm the same. So I thought of checking their website about my plan - 598 plan with 3GB data usage limit or "South Value Combo 598 @ 256 kbps" as mentioned by Airtel customer care - over their website. But there is no such plan in their website.
Then I raised a complaint with Airtel, asking for billing details about my plan. What they sent me in reply is an xls sheet having the so called "bill plan details". Here I have few comments :
1. Firstly, why did they sent me xls sheet instead of giving link to their website?
2. Are the plan details supposed to be public, fair and equal to everyone or is it a private contract?
3. The plan details which they sent says that the broadband speed is 256 kbps (I have their mail as the proof). Where as my current broadband speed is 512 kbps (I have the proof for it). Does not it prove that they were using wrong bill plan for me all these days?
4. I called the Airtel customer care no 198, and inquired about the the billing complaint. I was surprised to hear him saying that I was using some "Old plan", so the details of the same are not available on their website.
5. He further insisted that as per that "Old plan", extra usage will be charged 60p/B.
6. I insisted that I need the proof of that "Old plan" in public domain, i.e., in their website. He said that is not available and he finally said he will transfer the call to his manager.
7. I did wait for couple of minutes, but no one was available on the line. It did not mention how long should I wait, so I cut the call.
Interestingly, there is a new plans from Airtel which is available in their website, called "Surf 599-Airtel/KT/FL/10" which charges Rs 1 extra for a broadband speed of 512 kbps, which is double the speed of my "supposed to be" plan of Rs 598! But there is another difference there, my 598 plan had Rs 150 free phone calls, where as the new 599 plan had no free phone calls. I am not going to challenge the "worthiness" of these plans, that is up to Airtel to decide whether these plans make sense or not. However, I do have issues regarding :
1. If Airtel thinks both the plans i.e., Plan 598 and Plan 599 are priced fairly, what stops them from publishing both the plans in their website?
2. Even if the new plan 599 is price cut-down version of the earlier plan, and Airtel has no business in informing its customers about the new low-cost alternate plans, does that mean it can hide the "Old plan" from public?
3. As per the customer support, I was using the so called "Old plan". What is the definition of "Old plan"? Are they those plans which are not in service at all? If so How is it possible that I am still being charged under the non-existing plan?
4. If that "Old Plan" is not scrapped all together and is still in service, how come Airtel can hide its details from Public?
I know Airtel can find excuses for all these queries, but I am sure I do have some legal points on my side. Can any one here in this forum help in this regard? Can any expert here go through my points and find out if :
1. I have any legal stand against Airtel for charging me wrong bills all these days?
2. Does Airtel has to right to hide bill plan details (for the plans which are in operation) from public?
If you need to examine the proofs which I have (Airtel Bill which I mentioned, the so called "Plan details" xls sheet which the Airtel customer care sent and one proof of current broadband speed which is a screen shot of an on line speed test dated on Oct 27), please send me a test e-mail to prasad DOT mahesh AT gmail.com.
Looking for your kind help..
Regards,
Mahesha
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