To Whosoever It May Concern
My Name is Vikash Kumar Singh. I own a Mobile from Airtel. My Problem started last Month when my unbilled amount suddenly started to increase in gigantic proportions. My credit Limit was 5000 Rs which crossed within the first 10 days of my billing period. I called up Customer services 121 and which usually gets connected after about 3-4 disconnections as soon as your call lands in the customer services after waiting for about 20minutes on average over the IVR WHICH SAYS YOUR CALL IS IMPORTANT TO US.
I spoke to one of the advisors who simply refuse to talk about it as it was an unbilled amount. I had to disconnect the call as he was right on his part. I thought could be some error with the IVR system. Later after two days I found it to be increasing to 7000 Rs, this sent alarms ringing in my head. I called up again an informed them that there is definitely something wrong with my number but he same old reply we do not have any clarification on the unbilled amount. I informed that It needs to be investigated because Idon’t think This was reflecting my actual usage of the mobile Phone. I was informed that somebody would be getting back to me with an explaination about the same in the next 48 hours which never happened. I by now had understood that nobody would help me untill the bill was generated. Luckily the bill was generated and it came up to 16039 Rs only as compared to my average usage of around 800-900 Rs/month.
I once again had to contact the customer services about it and asked the break up of this bill which is as follows :
One Time Charges 0.00
Monthly Charges 398.00
Usage Charges
Call Charges 1, 104.00
Value Added Services 13, 762.80
Roaming 0.00
Discounts -989.60
Late Fee 0.00
Taxes 1, 764.40
This Months Charges 16, 039.60
I would like to ring to your kind notice that I have Broaband at my Residence on which I have an unlimited plan with speed three times greater than what Airtel provides me on the GPRS. So still why I have used the Airtel GPRS for Data transfer of about 2.25 GB on my Mobile? This is one question which I have been asking to myself since the time I have been provided with the break up.
Anyways my services were still not affected I was allowed to make and receive calls with ease without any interruptions. The most important fact here is that my credit limit is 5000/- and when I raised this concern, why was my usage allowed to cross the credit limit of 5000/- then on 18 th of February my outgoing calls were barred on my Mobile and after speaking to lot many advisors Team leaders, Retentions and billing people I came to know that this is a valid bill and I will have to pay this bill even if it is 16039/-
I have made payments of 16039 Rs on 22nd Of February @ about 09:30am & used one of my friends mobile to call customer services to unbar my outgoings as I cannot even call customer services. The lady who spoke to me @ 11:30am informed within an hour my outgoing calls would be unbarred. I asked do I need to call you again for this an she asked to trust her, but as I am writing to you I still find the message on my cell phone informing about the outgoing bar on my mobile. I tried calling 121 from my friends mobile again and everytime somebody picks up the phone and disconnects it within two seconds. Continiously my 10 calls were disconnected and my friend also started getting the message for any queries SMS AIREL TO 121
I would like to request a copy of your credit limit policy and extent of exceptions
So that I can present it in the Consumer Forum about How things are manipulated to harass the customer. Iam really very unhappy about the pathetic customer service which I have received.customer services
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