Airtel
Improper customer service

On Tue, Sep 15 at 11:33 AM, bg karthikeyan wrote:

Hello Sir/Mam,

I was very much happy to be a customer of my favorite Airtel Postpaid service. But, all of a sudden the service provided by Airtel these days makes me to rethink my choice of Airtel.

On 14th August around 12 am, I activated my Hello tunes through the HT Manager Java application. I am happy that I have received the Hello tunes which I wanted. Unluckily, around 7pm on the same day, I did receive an sms stating that I have subscribed to the Friends and Chat pack and that I will be charged Rs. 30/- month. What makes me very much worried about this that how come that pack has been activated without my consent.

Approximately two months back, I did call customer care 121 and placed my request for the plan change. The reason behind I opted for the plan change is that I clearly mentioned to the agent that I felt like I was not using 600mins free option properly. Hence, the agent adviced to choose the pack that has the following charges...

1. Fixed Monthly Rental of Rs.99/-

2. STD topup charges.

3. Miscellaneous (Tax CESS only)

But, what that agent has forgot to mention is that, I will be charged an additional monthly rental of Rs.50/- for the CUG option. This makes me very much annoyed as it wholly violates the reason my change of plan. If you still disagree with what I wrote above, you are very much welcome to verify with your recorded conversation between the agent and myself.

All of the above, though I did not take care of these, I tried to pay my bill on 13th August through mcheck. The mcheck application did retrieve the amount and I did pay the amount. For your kind information, I have received an sms also of my payment. But when I check using *121# it is still showing me that I have not done the payment yet. I do not know where and what went wrong. Please clarify this.

The very worst part is that, yesterday i.e. 14th August around 9.30 pm, I called the customer centre 121. Luckily after 5 times I spoke to an agent. I explained him the entire scenario and also about my change of plan with the customer care.

The guy boldly dejected me stating that customer care representative will not do the change of plan. Even after explaining him thrice he did not believe and at last he informed he would be transferring the call to his supervisor. Hence, I asked to be on hold for a minute. To my knowledge, If I am not wrong, I was on hold for more than 9 minute and the supervisor did not turn up and to my unfortune the call was disconnected.

Even today morning I did try to contact the customer centre through 121. The IVRS is not allowing me to proceed further, it is just informing me about the current due and it is getting hung up.

Hence, I kindly request you to take care of all the above issues and do reply to me with your valuable suggestions. You are always welcome for any clarifications of the above issues but I do want a proper and correct response. Also, I do inform you that if I am not getting proper response I will be switching to some other good operator rather than being with an operator whose response is always bad.

Thanks and Regards,

Karthikeyan B G

Company: Airtel
Country: India

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