Airtel
AIRTEL - Charging higher ISD rate than told by Customer care. Discrepancy of over Rs 7000

Hi,

I have a Airtel Connection - 9741133554. Starting Aug I had to

make lot of ISD calls to Australia Mobile. I called up Airtel Customer

Care to ask for what are the rates for calling up Australia Mobile and

to check for better options (calling card or moving to

Vodafone/reliance).

The customer care person told me that the charges for Australia Mobile

applicable to me is Rs 6.4 per min. He also told me the rate for

Calling Card option Airtel provided but then in the call I was told

that I cam simply make ISD from the call as it is just Rs6.40. Just to

make sure Airtel doesn't charges me extra in their bill amount, I

asked the customer care for a proof and he gave me the call reference

id of this call - 546229961. The person told me to refer this call

reference id in case of dispute.

Later on 15th of Sep, I received my bill from Airtel and they had

charged me Rs 10/min. The total calls I made to Australia in August

was for more than 24 hours and they charged me Rs 15410 only for ISD

call to Aus (excluding the taxes). I was expecting the amount to be Rs

9862.40 @ Rs 6.4. Extra of Rs 5547.60.

1. Applicable taxes are additional.

2. My 15 days of calls in Sept (before I came to know of the issue)

were again for over 12 hours resulting in over Rs 3000 in extra

charges.

I called up Customer Care regarding this dispute. The call was

forwarded to their Floor manager - Miss Johncy and she told that she

will follow up on this issue. She called me 2-3 times stating that

they are looking into this issue and she agreed that there is a fault

from Airtel and I should get the refund. She mentioned that the issue

will be resolved by End of Sept.

However, for the last 15 days, I haven't heard anything from Airtel. I

called up Customer care and asked to provide an update of the

complaint. I called them 4 times and still didn't get any call back

from any of their representative ot their Floor Manager - (Johncy or

equivalent). Now they are saying that that calling rate for Australia

ISD is Rs 10 and there is no discrepancy. I have been charged as per

the policy.

This is totally against

1. What was told to me in call reference # 546229961. I made it very

clear to the person that I will be calling Aus Mobile and not Aus

Landline.

2. What was agreed by Miss Johncy (call reference # 562542628) that

there is a fault from Airtel and I will get the refund.

I have direct debit on my credit card and they charged extra amount to

my card for Aug and Sept bill and as of now I am worried that Airtel

is simply ignoring my request by Johncy not picking the phone and

Customer care just noting my complaint but not calling me back to

solve the problem.

Please let me know my options and how this can be resolved faster. I

am totally fed up with Airtel.

Thanks,

Manish

Company: Airtel
Country: India

  <     >