Bharti Airtel
Un fair charging for value added service

Hon'ble concerned,

This is bring your attention regarding the aggressive turns of telecom operators for charging the customers unethically. I am a customer of bharti airtel postpaid service. My mobile number is 9995868111 and i belong to kerala. I am using this connection from the past 2 years. I have added their value added service called mobile office for using internet connection in my mobile phone. Airtel is having another service called Airtel Live for usage of internet connection which is chargable for per data. That is the reason for opting for mobile office. For one year unlimited usage i am paying Rs, 1500 annually. For the last 1.6 years i had no serious issues with their service and that is reason for continuing the service. Now 2 months back i have been charged an excess amount of Rs.333 for usage of internet service. When i complained to the customer care i got a reply stating that the charge is for usage internet service through airtel live settings. But in fact i never used airtel live for using internet service and the settings was deleted from my cell phone at the time of opting for mobile office because i dont actually need it. After a long discussions with customer care executives i failed to proove myself as i have no proof to show them and suffered the money for my non usage. before paying the amount i requested them to stop airtel live service also i informed that i have already deleted the airtel live settings because i dont want me to be cheated one more time.

Now2 more month got over and the new issue got pop up. This time i was travelling to Kochin from munnar and i turned on my google map application to find out the route to cochin. The time is 4.40 PM. i got the actual route from google map and kept it in my car's dash board. I reached at Tripunithara cochin at 7.30 PM. All of us sudden i got a message from 64611010 sating that "Thanks for downloading Wallpaper from Airtel Live WAP Service. You've been charged Rs.10. Enjoy http://gclub.in. I got shocked when i saw the message. Now again i got another message from the same number stating the same matter. I got wondered and i thought to call the customer care. First time i got a reply that the network is busy and the executive requested me to call back after 2 hour. I said I may not be able to call after some time and requested them to log a complaint for me. hence she told that she will arrange a call back after some time. Then i said ok and waited for their call. This happned at 7.39 PM. I couldnt find out the reason for happening so. Anyhow i thougt to disconnect from my mobile office for that time and i did so. After 5 minute i got antoher message from 54321 stating that "Thanks for downloading Java Game from Airtel. you have been charged Rs.99/-. I got realled tensed this time. Becuase if i didnt get a proper resolution what shoud i do. I remembered my last experience. I got upset. I thought of calling customer care again. But the network jammed. I tried many times but i failed to connect them. and the funniest thing is i used to get the same message in 5 minute intervals. Now i got almost 1o message. I got very upset and tried the customer care again. this time it connected and got an executive. I explained everything. But she never beleived me. She told that she has track record i have downloaded two wallpapers from the site called hungama at 7.38 pm. then i asked the file name she told some name which even i never heard in my life. I tried my level best to convince her but she was not in mood to convince her self. She thought that i am lying. At last she transferred to the senior management team. One Mr. Shine attneded the call. I told him all the truth. Even he told the same story that i downloaded the wallpaper. I really lost my control but poor me what to do. I enquired about the games download this time they told that they have no track record of game download and it is not debited to my account.they told that only wallpaper is showing as downloaded. when i heard that my tension got reduced. Now i will come to the real thing, the message from the number 54321 is still coming to my cell phone. Now the count is 14. I told to Mr Shine regarding the story that i am still getting messages fom 54321. He said he will make a complaint to the concerned and i have to wait for my next bill to come for any more rectification. I spoke to him almost 26 minutes. Next day i checked my outstanding bill i couldnt beleive my eyes. They have charged 1406/-. I called to the customer care again. Another executive picked the phone and told me to wait for the next bill to come. They couldnt give me a proper resolution. I want to remove the excess amount charged un ethically. I never downloaded anything. My friends are witness for this. Now i lost the faith in airtel services. But if i go for de activation of my number who will be thelooser? Its not the company i will be the looser. I have given this number to all my customers, frineds and family members. So i cant change my number also recently i renewed my mobile office Annual package. I will loose all if i disconnect the service. I am in big dilemma.

Now the comapnies are very aggressive in the market and high competition is going on. Now there are some value added service which can kill the customers by debitting some money even for the non usage. If anyone enquire or complain to them they will tell that they have the track record. Poor customers cant show any proof becuase they are the end users. I request your help to identify such type of frauds commiting by the companies to collect money from the customers also i request your help to find out what has happned in my case which i described earlier. I am ready to do anything from my side to sort out this issue also to dig out all such issues.

I want an end to such type of stories and i want a resolution in my case at the earliest.

With lots and lots of expectations

Binoy RamaSwamy

Company: Bharti Airtel
Country: India

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