Beware of Airtel Broadband- billing me for 6 months, without providing service
Dear Sir,
I have made numerous calls to the Airtel customer care (called more than 30 times, have more than 11 customer complaint numbers) over the last 7 months. But Airtel has not bothered to take any action. Every time the expected resolution date, they just mark the complaint as resolved (even if no action has been taken). Their computer systems are even more pathetic, they keep having upgrades done every 3
I applied for a new Airtel broadband connection in the first week of June
2011. The person at the call center advised that he'll be sending his
personnel to verify if the connection is feasible. After determining that
it is feasible, one of the person came and collected the initial one month
rental of Rs 999/- after giving me a filled up application copy. He said
that on paying the initial one month rent, there will not be any additional
installation charges. He told that the engineer will come and give the
connection.
My application number:
1173211
Fixed Land line number:
044-43863676
Account Number:
16591889
One week went by and I didn't hear anything. Whenever I called up Airtel
Customer care, I was assured that that my case was pending and someone will
be coming soon to look at it, to install the broadband!! Then suddenly,
while enquiring about the status of my connection, the person at the call
center told me that the engineer had come and he had seen that the capacity
in your area has exceeded and hence he returned without giving any
connection. This was probably the second point when Airtel decided to
misuse the money collected from me of Rs 999/-.
After this day, I have made 30 calls in 6months, to the customer care, have asked to make escalations (to a Ms. Jasmine), also recently escalated to her boss (Mr. Shiva), spoken to numerous people, been given so many complaint numbers. The last few complaint numbers are-
1509908 - raised 3rd August - supposed to be resolved by 13th Aug
2682184 - raised on 21st Aug (supposed to be resolved by 29th Aug) - was escalated to Ms. Jasmine in customer support - but no avail
5895866 - raised on 18th Oct, supposed to be resolved by 27th Oct
8135792 - raised on 17th Nov, started receiving calls - saying that Landline is not working on 1st Dec- even though my complaint was about not getting my refund, and instead i m being billed even though connection has never been provided!!
Also, raised to nodal officer on 17th Nov - complaint reference number - 7416310; but still remains unresolved.
8209564 - raised on 2nd Dec, supposed to be resolved by 10 Dec - was escalated even to Ms. Jasmine and her supervisor Mr. Shiva- but no resolution. Automatically, on 10 Dec, I got the same frustrating SMS - that your complaint has been resolved.. are you satisfied with the response.
Each time, I am tired of hearing - "Yes maam, it will surely be resolved
within 10 days.." "You will definitely be getting a check this time"..
"Last time, they had not updated the record correctly, this time I have
updated it, so this time aa soon as possible, you will be receiving your
refund."..." There were 3 applications showing up in your name in the
system, I have corrected it, so you will definitely be receiving the refund
this time, I am Jasmine speaking..and I am at the next level"...
All these words have totally frustrated... And to add to my frustration -
for the last 4 months, I have also been getting bills worth Rs 3000/- The
first month, my bill showed Rs999/- and now I am also getting SMS advising
me that my bill has not yet been paid.
Please advise, whether my first step should be to raise a police complaint, or whether i can directly proceed to consumer court?
Thanks,
A
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