I would like to share my experience with Airtel which I hope will serve as an eye opener for other Airtel customers.
I Nitin Grover am an unfortunate customer of Airtel Broadband service my phone no is 0124-4361441. Since July 27 I have been trying to get my connection disconnected but despite my best efforts I have failed to get the same done.
I have had this connection for last 4 years & have been paying my bills on time on a regular basis. After living in my rented accommodation for 5 years we decided to move house. I called up Airtel for a transfer of my connection to my new address within Gurgaon to my surprise I was told that the transfer will take 22 working days (Whereas TRAI guideline & Airtel Manual of service) has given a 3 day time frame for the same. Hearing this I requested for disconnection of my services. The request was taken & I was issued service number - 1437624. On July 28 I received a call from the retention department of Airtel who shared that the time frame of 22 working days was given to me because of some software issues & now that issue has been resolved my connection will be transferred within 3 working days. Hearing this I agreed to get my connection transferred. I did not know at that point of time that the Airtel executive was making a false promise to me & those three days will never get over.
Basis the promise made by the Airtel executive I moved my house on July 31 & waited for my connection to transferred to my new address. To my shock no one called me from Airtel about the transfer of the connection. After waiting till August 11 I decided enough is enough & got another broadband connection from a different service provider. I also called up Airtel customer care asking them to go-ahead with disconnection since they failed to transfer the connection despite me waiting for more than 15 days.
It was confirmed to me that the connection will be disconnected soon & the fact that the old service number has been updated. Post that day I have written atleast 10 E-Mails requesting Airtel to disconnect my connection yet Airtel did not do anything. I first wrote them a mail on August 12 when nothing happened I followed up again on August 25 where I made it clear that I do not wish to continue with the connection yet the only response that I got was an apology mail stating that Airtel will get in touch with me soon. Post that I got a mail stating that my shifting request has been forwarded to the concerned department which was despite me clearly mentioning that I do not wish to continue with the connection. Nothing happened I kept getting calls about shifting connection & on every call I made it clear that even if Airtel gives me this connection free for life i do not want it Airtel did not disconnect my connection & is still charging rental for the same.
I even escalated this matter to the appelant authority of Airtel on September 7 where i was assured that my connection will be disconnected immediately yet despite assurances nothing happened. I got a call from an executive who tried to retain me but I clearly told him I will not keep this connection even if it free with the amount of harassment that I have gone through. He apologized & assured me the connection will be disconnected with immediate effect. He also shared that the bills which are getting generated after I have raised the disconnection request will be cancelled.
To my shock I have started receiving collection calls from Airtel for payment of bill which is from 7th August to 6th September (I had already made payment for the bill for period before that) which is for the period when i am not even living in that house.
I called up the appelant desk today to ask the status of disconnection of connection to my shock I was told that my service request has been closed (without shifting or disconnecting my connection) as on September 27 I had agreed to retain my connection at my old address (where someone else is living & Airtel thinks I wish to finance their telephone usage charges) When I told that I have not agreed to any such thing & rather had written 10 mails confirming disconnection the lady Bharti was extremely rude & shared since the complaint is now closed she can't do anything & I need to raise a fresh request for termination of connection. I fail to understand when i gave no consent for continuation of services why should i raise a fresh request?
This is nothing but a ploy from Airtel to continue to bill a customer despite him placing a request for termination & having moved house thus being in no position to use the connection. I have even written to Sunil Bharti yet nothing has happened. Airtel is cheating its customers & its really sad how they have treated me.
God save customers from Airtel.
Regards
Nitin Grove
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