Airtel Mobile
Service de-activation

Hi,

This is Prem Kumar. I have Airtel connection from pas 3 years. 10 days back, I migrated from post paid to prepaid. I had submitted Voter Id and Indian Bank pass book as Id and Address proof at Aundh Relationship Centre, Pune, which are the documents required as per KYC guidelines.

However, on 13th August, I got message that I need to re-submit the document. On enquiring, there was no proper response as to why the document was rejected. Feeling disgusted about the response, I decided to re-submit the document since I have already posted the number on my resume. I again submitted the same documents at Baner Exclusive Outlet by afternoon on 14th August.

However, service to my number was discontinued on 18th August without any intimation from Airtel. On contacting 121 through my other Airtel connection on 18th August I was assured by the service manager that the documents are received by Airtel. Verfication will be completed and my number will be activated within 24 hours. Reference no for the same is 20818568114.

Today, I visited Bavdhan/Pashan Relationship Centre for confirmation. However, on contacting Customer Care from Hotline no, I was shocked to hear that I need to re-submit the document again since Airtel has never received the document. I spoke to one of the supervisor who arrogantly replied that if my number has to be activated, I need t o re-submit the document. He was not in a position to listen to my conversation. He also told me that 121 customer care is different from hot line nos.

Above all these, no one from the customer care was ready to take complaint from my side. I got a reply that for documentation, complaint cannot be registered.

My question is:

1) When the document is submitted when purchasing a SIM, why was the same not verified by the executive at the relationship centre?

If the documentation was checked, there would not have been problem of repeated harassment to the customers.

2) When a document is returned for various reasons, customer has all the rights to know why document was rejected. However, no one responded properly. Everyone kept on telling that neither the reason is updated in the system nor the document can be returned to the customer.

As a customer, I have all the rights to get back the rejected document if I need to re-submit the documents again. In this case, the reason was not known and the document also was not returned. What if my documents are misused for illegal activities?

3) I had re-submitted the document on 14th August and the same got rejected again and the reason is still unknown. Shoul d I continue to re-submit different documents again and again until Airtel is satisfied.

If, in the first instance, the reason for rejection would have been known to me, I would have submitted the required document. As a Bank employee, I know the documents required as per KYC norms and I have submitted the same documents to Airtel. However, till this time, the rejection reason is unknown.

Service to the number is discontinued without the fault of the customer. Why should I, as a customer, is harassed? Dont you think that Customer care executive should be penalised since the documentation was not checked before forwarding.

I want a proper response from Airtel. I am going ahead with filing a case in Consumer court for all the mental harassment caused by the executives at Airtel.

Thanks & Regards,

Prem Kuma

Company: Airtel Mobile
Country: India

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