I had a Airtel boradband connection in Bangalore for more than 2 years with Account Number 15997621. Since i was moving out of this location, i requested Airtel for the disconnection on 22 Jan. First thing, even though the request was taken down that day it was not disconnected. On Jan 28 when i spoke to the customer care executive to know the status (Conversation Number: 128200848. Her name was N. Sathya. I think call was made at 5.13PM) Customer care executive insisted me to continue with Airtel itself in my new location. I was offered with "Safe Deposit" option of my connection. This "Safe Custody" option is very funny. If i dont use a connection for some time, i have to deposit the modem (My own modem this is) at a Airtel support centre!! And they would be charging around 300 per month!!! What way to make money. I refused. Finally I was offered a bill waiver till the time i use this connection again. The condition that i should not be using this connection again in my old address. I agreed as i moved out of my old address in January itslef. After moving to a new location in March, i requested for a new connection at my new location. Airtel realized that this connection is not feasible as ports are not available at this location.By April Airtel started claiming that there is a outstanding bill of Rs3500/- on my name. Multiple times i spoke to the customer care and wrote several mails. No one bothered to give a solution.
Finally a person called Kumar spoke to me from Airtel legal team. I explained everything to him. He suggested to make a payment of Rs2400/- instead of getting into a legal hassel.By then i was so frustrated with everyday call and other irritation. I agreed. This person visited my office and i made a payment in cash and got the receipt. For a month everything was peaceful. Again Airtel collection teams started giving calls!! They wanted me to pay one more thousend!!! This time i refused.
Ever since then i would have written 15 mails to Airtel including Airtel nodal officer. I tried to speak to their customer care executive atleast 25 times!! Funny thing is Airtel customer care agrees that it is a mistake from their end. And they are talking about a corrective action. But, other side their collection teams were giving unfriendly & threatening calls. They have sent a legal notice also in this regard.
You can refer to some of the following complaint/escalation/conversation numbers.
On June 20 - i spoke to your customer care. Executive said, they will resolve within "2 days". Escalation/Conversation ID: 17476142
On June 23 - i spoke to your customer care. Executive said, they will resolve within "2 days". Escalation/Conversation ID: 24714828
On June 25 - i spoke to your customer care. Executive said, they will resolve within "2 days". Escalation/Conversation ID: 17698980
On June 27 - i spoke to your customer care. Executive said, they will resolve within "2 days". Escalation/Conversation ID: 17827588
Whenever i speak to their customer care executives, they always agree that it is a mistake from your end and they just beg for 1-2 days for the resolution. Sometimes call escalated to the highest level. Once some one named Mahalaxmi spoke to me. Finally she says, she cant do anything. Instead asked me write a mail to [email protected]. As i already told, i have written 15-20 mails to the same id including the nodal officer. But, all that effort has gone waste.
Finally after 5 long months, Airtel said, they have waived off Rs1000/-.
Now i have the following questions.
1. I have requested for disconnection on January. Then airtel insisted me to continue with Airtel itself with a bill waiver offer. As this offer was given this connection was not disconnected. Now why did they charge 2 months bill on my name?
2. They can know that my connection was not used since January. Still they have charged unnecessarily 2 months bill.
3. Can they offer a options like "Safe Custody" to the customers? Are they legal?
Thanks.
Preetham Rai
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