Sir,
This is a serious complaint regarding the problems Airtel customers are facing. The complaint is regarding both service and customer care.
I will give you a little history of the issue. My mobile no. is 9900218110. The due date for the payment of the bill is 30th of every month. Every month, I make the payment after I have received and checked the bill wthought any delay. The bill for the month of May was generated and a message for the same was send by Airtel. Not receiving the bill, I made a call to Airtel customer care, before the due date, to remind them that they need to send the bill, withought which I would not be able to make the payment. The customer care executive informed me that the bill will be delivered within 48 Hrs. I was also informed that the matter has been escalated to concerned authorities. I waited for the bill but didn’t receive it. Again I made a call to customer care on June 5 to enquire about the bill and what action has been taken on the same. The customer care executive replied that the bill will be send to me very shortly. I informed the customer care executive that the same problem has happened before and also requested to see that the outgoing and incoming doesn’t get barred. The customer care executive gave a commitment that the bill be dispatched soon and that the outgoing and incoming will not be barred because of non payment for the whole month. I informed the customer care executive that I will take 1 week time from the date I receive the bill. I got a message from customer care informing me the complaint no. and also that customer care will contact me on June 16 regarding the same issue.
I received the bill only on June 15. Withought sending any message or any information, the outgoing and the incoming was barred on my number from June 18. Not only that, but I was not able to make calls to customer care.
On contacting customer care, from other number, I was informed that until and unless I clear the payments, Airtel will not release outgoing and incoming. When I tried to contact any senior executive, Mr. Gopinath also told me the same and informed that he can’t help me in this regard. Rather, he informed me that even he has escalated the matter to concerned authorities withought giving me any information about the earlier escalation. And when I ask to atleast release the incoming so that I can atleast attend some important calls, he was unwilling to do that, citing software reasons.
So, because of the failure of customer care to dispatch the bill on time, I need to suffer and hence pay. And this is not the first time that it is happening. The whole process from Airtel not dispatching the bill till barring outgoing and incoming on my number has happened more than twice and the same has been informed to the Airtel, but still they have not shown any interest whatsoever to solve the issue.
Finally, I made it clear that I will make a complaint in Consumer Forum and then I will do as per what Cosumer Forum will instruct me to do. Then Airtel manager, (on June 22) started threatening me and asked me whether I am having sufficient money to afford consumer forum. He also talked very rudely and even after me telling him that once you resolve the matter, I will release the payment, he kept on pressurizing me to make the payment the very next day before 11:00 in the morning. And he also threatened and told me that if he doesn’t receive the payment, he will disconnect all the numbers held by the same name. But there is no issue with other 2 numbers. All the conversation has been recorded by Airtel for the call Airtel made to 9900218110 on June 22 at 19:44. He even came to my home twice and shouted and asked for the payment.
Under immense pressure from Airtel, I have released a payment for the month of May on June 23.
I would like you to take action as stern as possible. I want Airtel to understand what mental trauma customers are going through. And how dare Airtel can threaten and bully customers for no fault of the customers.
Sincerely,
Tanay Kumar Sil
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