Dear Sir,
Please refer to the mail trail below with Aircel Appellate Officer. To summarize
1. I am a Mumbai consumer of Aitcel had gone to Delhi due to medical emergency of my family. In due course my stay by Aircell number was falling short of balance. I paid Rs 200 to Aircel's dealer in Delhi but received an SMS Transaction number MUR 09092511171100234 to recharge 0 INR is successful”. Thereafter I received two SMS from Aircell “There is some problem. Please contact our customer care service”. The dealer requested me get in touch with nearby Aircel showroom located nearby for solving the issue. I went to Aircel's showroom but their personnel at showroom had no clue why Rs 200/- was not recharged. They requested try recharge of small domination Rs 10 from their showroom. It was successfully recharged for Rs 7.07 (Transaction No. MUR 09092513311000117). Then I paid them Rs 300 for recharging. However I received SMS “207: Transaction number MUR 09092513381100097 to recharge 0 INR is successful”. Thereafter I received three SMS from Aircell, stating that “There is some problem. Please contact our customer care service”.
2. Unable to solve the issue and give any clue on the failure to top up the amount, Aircell showroom employees provided me contact numbers and Email Ids of Nodal Officer Mr. Bhakti Salve 9768199209 and Appellate officer Mr. Madan Bajpai 9768199010 and requested me to contact them for solving the issue. I tried to contact both of them several times same day from a landline as my balance was at critically low level. However either they were unreachable or not picking up the phone.
3. I wrote a mail to Nodal officers and Appellate Officer of Aircel in Delhi and Mumbai very next day i.e. on 26th September'09 quoting the reference number and requesting them to sort out the issue and recharge my account for Rs 500/-.
4. I was replied instead of recharging they have loaded some scheme against my account, in which I am entitled to get Local Calling 600 minutes and STD 265 minutes which would expire on 10th October. The Scheme would be applicable only from my home network i.e Mumbai.
5. I informed that I am not interested in the scheme and also I was only available in Mumbai for few days within 10th October in my home network to utilize such scheme. I requested them to reverse the transaction and load the amount against my account.
6. However they have refused to reverse the transaction. Not only I have incurred a loss but wasted my time in explaining the issue in writing repeatedly to Aircel's Appellate Officer repeatedly.
I strongly protest against Aircel's methodology of selling schemes surreptitiously through your uninformed network of dealers and showroom against the customers consent and not reversing the same on pointing out the mistake on account of their faulty system programming. This is violation and contrary to TARAI's Circular 201-19-ECO dated 23rd May'2006 issued by Mr. M Kannan published in the Website. I have all the cash receipts issued by Aircel's dealer and showroom in Delhi, SMSs and all communications, Emails on rectification with Aircel of the anomaly.
I request you take up with Aircel on this issue and direct them to reverse the transactions. Either the amount should be refunded or loaded as normal talk time. This deliberate intention to defend the mistakes committed should be taken seriously and penalties must be levied on Service providers to protect consumer interest
Regards
Santanu
9768785202
& Forwarded by S Sur/MUM/TCS on 10/31 06:16 PM &--
S Sur/MUM/TCS
10/27 10:34 PM
To
applellate
cc
Subject
RE: Your Aircel Number 97687 85202.
Dear Appellate officer,
Thanks I disagree with your methodology of selling schemes surreptitiously through your uninformed network of dealers and showroom against the customers consent.
Let Telcom Regulatory Authority, consumer forums decide on the issue.
Regards
Santanu
%%%%%%%%%%%%%%__
Experience certainty. IT Services
Business Solutions
Outsourcing
%%%%%%%%%%%%%%__
applellate
10/27 07:17 PM
To
'S Sur'
cc
Subject
RE: Your Aircel Number 97687 85202.
Dear Mr. Sur,
Thank you for writing to Aircel.
We wish to inform you that the Rs. 200/- and Rs.300/- recharges are configured as such to receive the free minutes benefits and the same was already credited to your Aircel account. We regret to inform you that the same cannot be reversed as a talk time amount.
Best Regards
Appellate
Aircel.
PS: In case you require any further assistance, please
Ø Call the toll free number 121 available only from your local Aircel mobile.
Ø Call at 97680 12345 in case you are not using an Aircel Connection (not a toll free number)
Ø You can mail us at [email protected]
Ø Fax us at 022-42606070
From: S Sur [mailto: [email protected]]
Sent: Monday, October 26 1:08 PM
To: Appellate mumbai
Subject: RE: Your Aircel Number 97687 85202.
Dear Appellate Officer,
We had discussion but as I was in Delhi, the discussion could not be completed because of network problems. I hope you have gone through my detailed letter sent earlier.
I am back to Mumbai in case you wish to sort the issue you may call me.
I will just give a simple analogy of the episode of the transactions.
1. Aircell has an E shop selling Potatoes Rs 10 per Kg and Onions Rs 15 per Kg.
2. I went to your Dealer/showroom and requested me to supply Rs 15 worth of Potatoes.
3. Your dealer/showroom representative takes the money and places the order through their mobile.
4. Instead of delivering 1.5 Kg of Potatoes you delivered 1 Kg of Onion as your system is programmed with price and not the product.
5. My contention is that why are your dealer/showroom employees aware of this and deny taking amount for such transactions
6. Lastly even after pointing the mistake to the dealer on the spot and to you in mail officially next day, why are you not reversing the transactions as the scheme was of no use to me. I rarely send SMS. Most importantly the scheme was valid up to 15th October in home network (as per your mail) and except for few days from 29th to 30th September and 7th to 15 th October, I was out of home network.
In case if you feel that I have some logical arguments in above, you may speak to me, reverse the transaction and sort out the issue, or else let me forward the case to external regulatory authority/forums.
Regards
Santanu
%%%%%%%%%%%%%%__
applellate
10/16 05:52 PM
To
cc
Subject
RE: Your Aircel Number 97687 85202.
Dear Mr. Sur,
Thank you for writing to Aircel.
As per our telephonic conversation, we wish to inform you that the Rs. 200/- and Rs.300/- recharges are configured as such to receive the free minutes benefits (as mentioned in our email dated 30th September) and the same has already been credited to your Aircel account.
Best Regards
Appellate
Aircel.
PS: In case you require any further assistance, please
Ø Call the toll free number 121 available only from your local Aircel mobile.
Ø Call at 97680 12345 in case you are not using an Aircel Connection (not a toll free number)
Ø You can mail us at [email protected]
Ø Fax us at 022-42606070
From: S Sur [mailto: [email protected]]
Sent: Tuesday, October 13 10:34 AM
To: Appellate mumbai
Subject: Fw: Your Aircel Number 97687 85202.
Dear Appellate Officer,
This is in reference our communications on Rs 0 top up against Rs 500 paid in Delhi against my mobile no 9768785202. I request you spare some time and go through the facts stated below: -
1. I had gone to Delhi due to medical emergency of my family. In due course my stay by Aircell number was falling short of balance.
2. I went your dealer in Vaishali, “My Shop Mobile World” in Vaishali, Ghaziabd on 25th September’09 and requested for recharge of Rs 200. He recharged for Rs 200 and he received a transaction number DLR 09092511171100233 stating recharge successful. I paid Rs 200 and was issued a receipt number 1383 for E recharge of Rs 200. I received a SMS “Transaction number MUR 09092511171100234 to recharge 200 INR is under process”. I received another SMS “207: Transaction number MUR 09092511171100234 to recharge 0 INR is successful”. Thereafter I received two SMS from Aircell “There is some problem. Please contact our customer care service”.
3. The dealer requested me get in touch with nearby Aircel showroom located at Shop No 129 Shopprix mall, Sector 5, Vaishali, Ghaziabad 201010 for solving the issue.
4. I went to your showroom but your personnel at the Aircell showroom had no clue why Rs 200/- was not recharged. They requested try recharge of small domination Rs 10 from their showroom. It was successfully recharged for Rs 7.07 (Transaction Number MUR 09092513311000117)
5. Then I gave them Rs 300 for recharging and they issued receipt No 00020356 towards recharge. However I received SMS “207: Transaction number MUR 09092513381100097 to recharge 0 INR is successful”. Thereafter I received three SMS from Aircell, stating that “There is some problem. Please contact our customer care service”.
6. Unable to solve the issue and give any clue on the failure to top up the amount, your Aircell showroom provided me contact numbers and Email Ids of Nodal Officer Mr. Bhakti Salve 9768199209 and Appellate officer Mr. Madan Bajpai 9768199010 and requested me to contact them for solving the issue
7. I tried to contact both of them several times same day from a landline as my balance was at critically low level. However either they were unreachable or not picking up the phone.
8. I wrote a mail to you marking copy to nodal officer Mumbai and Delhi on 26th September informing about the anomaly.
9. I came back to Mumbai for two days on 29th & 30th September. I went your Aircell showroom in Thakur village, Kandivali East (I had obtained the SIM card from this showroom) and enquired about the above transactions. They searched in your official system and stated that it is showing Rs 200 and Rs 300 transaction is successful. However they were unable to state the reason of not loading Rs 500/- in my account. On their request I forwarded the SMS received from ETOP aircell about Recharge 0 successful from my mobile to their mobile No 9768017358. They promised to contact personnel of your company and solve the issue. I again left for Delhi and back in Mumbai on 6th October’09.
I have all the cash receipts from your dealer/showroom in Delhi and SMS as proof of the above transactions.
In the meantime I received your mail stating that I have been provided some free SMS and STD pack in lieu of Rs 200 and Rs 300 applicable from home network only. I would like to state that
1. I was and am not interested in any SMS/STD/local calling scheme.
2. I paid cash for recharging my balance, so that I could have used your service in Delhi, as I badly needed to contact others in emergency.
3. Your dealer and showroom should not have accepted the above amount for recharging if we’re not correct denominations for top up. Leave aside customers, your dealers and showroom personnel are not aware of such scheme and did not forewarn me for not recharging Rs 200 and Rs 300, as system is configured to load scheme configured to that amount. Even your employees at my home network at Thakur Village showroom at Kandivali, Mumbai are not aware of such scheme and system configurations.
4. It is inexplicable why customers were allowed by system to recharge schemes applicable in Mumbai from Delhi while roaming, as they would not be benefitted.
5. It seems your system is configured to load schemes automatically configured for the amount, irrespective of what the customers want.
6. I am sorry to state that almost two weeks have passed, instead of reverting transactions and giving me credit as top up or refund for Rs 500/-, I received a reply stating Rs 200 and Rs 300 are for some schemes applicable from home network and valid till 10th October’09.
It is illogical for customer to request for recharging a scheme applicable in Mumbai while roaming in Delhi and your system accepting it without warning. Although it is not my intention or purview to advice on your system applications, simple checks & logic in your system would have avoided such situations. Consumers are not supposed know about all your schemes and system logic.
Inaction in terms of reversing/refunding on the transactions stated above, even after informing you and Aircel representatives, leads to interpretation that such transactions are deliberately overlooked taking a fraudulent tinge. It is not the amount of Rs 500 that matters, loaded erroneously into some scheme against customer’s consent; but defending the mistake and not acting in spite of pointing to you and your authorized personnel tend to reveal a veiled style, dubious tactics of selling schemes against customer’s needs.
If you realize from the facts stated above that mistake has been committed unknowingly by your staff/authorized dealers due to system configurations, please reverse the transactions and provide top-up balance for Rs 500 or refund by 16th October’09. Thereafter, I am at liberty take up the issue with regulatory authorities, consumer forums, legal recourse and media to get redressal and informing public of such compelling way of forcing schemes. Please appreciate I would not be able spare time in explaining & replying to your mails.
Regards
Santanu
Santanu
&-- Forwarded by S Sur/MUM/TCS on 10/12 10:08 AM &--
santanu sur
10/11 03:54 PM
To
santanu
cc
Subject
Fw: RE: Your Aircel Number 97687 85202.
& On Thu, 1/10/09, applellate wrote:
> From: applellate
> Subject: RE: Your Aircel Number 97687 85202.
> To: [email protected]
> Date: Thursday, 1 October, 5:36 PM
>
>
>
>
>
>
>
>
>
>
> Dear Mr. Sur,
>
> Thank you for writing to
> Aircel.
>
> We wish to inform you that as per
> the recharge denominations of Rs.200 and Rs.300/- the same
> is only applicable for free minutes as mentioned
> in the earlier mail dated 30th September.
>
>
> Best Regards
>
> Appellate
> Aircel.
>
> PS: In case you require any
> further assistance, please
>
> Ø
> Call the toll free number 121 available only from your local
> Aircel mobile.
>
> Ø
> Call at 97680 12345 in case you are not using an Aircel
> Connection (not a toll free number)
> Ø
> You can mail us at [email protected]
> Ø
> Fax us at 022-42606070
>
>
>
> &--Original Message&--
>
> From: [email protected]
> [mailto: [email protected]]
>
> Sent: Wednesday, September 30 2:48 PM
>
> To: Appellate mumbai
>
> Subject: RE: Your Aircel Number 97687 85202.
>
>
> Dear
> sir,
> i am not interested in free std/local call from home
> network. I want Rs 500 as recharge. I spent the money for
> recharge. Please reverse the transaction and load Rs 500 on
> current balance.
> regards santanu
>
> Sent from my Nokia phone
> &--Original Message&--
> From: applellate
> Sent: 30/09 11:36:09
> am
> Subject: Your Aircel Number
> 97687 85202.
>
> Dear Mr. Sur,
>
>
>
> Thank you for writing to
> Aircel.
>
>
>
> The current balance on your number
> is Rs.154.92, which you will be able to use in Delhi.
>
>
>
> The recharge done for Rs.200 and
> Rs.300 are combination Recharge values, in which you are
> entitled to get Local Calling 600minutes and STD 265 minutes
> which will expire on 10th October. The same will be
> applicable only from your home
> network.
>
>
>
> Best Regards
>
>
>
> Appellate
>
> Aircel.
>
>
>
> PS: In case you require any further
> assistance, please
>
>
>
> Ø
> Call the toll free number 121 available only from your local
> Aircel mobile.
>
> Ø
> Call at 97680 12345 in case you are not using an Aircel
> Connection (not a toll free number)
>
> Ø
> You can mail us at [email protected]
>
> Ø
> Fax us at 022-42606070
>
>
>
>
>
>
>
>
>
> &--Original Message&--
>
> From: santanu sur
> [mailto: [email protected]]
>
> Sent: Saturday, September 26
> 12:19 PM
>
> To: Nodalofficer mumbai; Appellate
> mumbai; Appellate delhi
>
> Subject: My Mobile no.
> 9768785202
>
>
>
> Dear Sir,
>
>
>
> I am an subscriber of Aircell
> Mumbai tel no. 9768785202.
>
>
>
> I have come to Delhi on an medical
> emergency. I wanted to recharge my account on 25th
> September'09
>
>
>
> I paid Rs 200 dealer Rs 200 for
> recharging. The transaction number received in his phone
> was DLR 09092511171100233 and transaction number
> received my tel was MUR 09092511171100234. However the
> message stated recharge 0 is successful.
> However dealer refused to pay me back and asked to sort
> the issue with you.
>
>
>
> Then I went to your Aircell office
> located at Vaishali. I paid them Rs 300 for recharging. The
> transaction number received in your officer's phone
> was DLR 09092513381100096 and transaction number
> received my tel was MUR 09092513381100097.
> However the message stated recharge 0 is successful.
> However office refused to pay me back and contact you.
>
>
>
> Now I have only Rs 9 left as
> balance and I require the the recharge amount paid by to be
> loaded in my mobile urgently as I have to stay in Delhi for
> medical emergency. I am unable to recah the mobile numbers
> of Bhaki Salve Nodal Officer
> 9768199209 and Madan Bajpai, Appellate Officer 9768199010
> stating that they are out of reach
>
>
>
> Please treat this mail as urgent
> and priority and load Rs 500 in my cell number
> 9768785202
>
>
>
> Regards
>
>
>
> Santanu Sur
>
> D-603, Gokul Horizon
>
> Thakur Village (Near Aircell
> Office)
>
> Kandivali East
>
> Mumbai
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