The
Customer Care Manger
Airtel
Kolkata
Dear Sir/Madam
I am a user of Airtel mobile service with the #98313 38450. This is a lifetime prepaid account. I make a lot of ISD calls from my phone and thus I recharge my account with the top up option of Rs.555/-, almost after every one or two days. On 19th December I went for a “ISD pack” offered by your company and paid RS.505/- for that. The transaction ID for the same is – 364069924. The balance for the same is still not credited to my account.
I called up the customer care unit of your company at 9831012345 yesterday evening and the person there was unable to help me with any information as your system was not working at that time. I went to a shop who offers Airtel services and did a normal top up with Rs. 555/- again and asked about this special packages. They told me it will get credited to my account after 48 hours and I will be getting my balance by 72 hours time maximum. But as it was more than 72 hours and I had to make an ISD call urgently so I called up your customer care unit again at 3 in the morning today.
The person I spoke to for the 1st time was not at all of any help and said there is no transaction reflected on his system against my account after 15th of this month. And when I told him about my urgent requirement so he transferred me to his supervisor who didn’t receive the call.
I disconnected and went ahead with all your voice instructions to connect with your another useless customer care person who gave me the same information with an additional information that I need to go to the dealer through whom I have done the transaction to solve the problem as they cannot do anything there even with the transaction ID I have. And further he connected me to his supervisor who again did not pick up the phone!!!
I hung up and called your customer care again (don’t you appreciate my patience!!!) this time it was another person with a little bit different information- I need to go to the Airtel office with my complain and no one else can do anything as that is the company policy!!!
I hope whoever is reading the email will understand how much frustrating this is. I hung up and got a message within 3 minutes of that - I am unsubscribed from the “hello tune service”. What a great customer service.
I called up your customer care again and thank god this time it was someone who gave better news. My transaction for the ISD pack is reflected at his system and I will get the balance in my account by latest 23rd December, 6.00 p.m. GREAT!!! at least someone has updated me. When asked about the “hello tune” (which in a very suspicious manner got unsubscribed at 3 in the morning) he said – it can be told only after another 6 hours as there is nothing about it at his system yet.
I am really amazed with the type of people a company like Airtel has to deal with its customer. I really want to hear from the higher authorities what they say about this sort of incidents. I do not intend to go on with a service provider who has this class of system to attend their customers. And I would surely take this matter to the consumer court if needed and if there is no immediate action after this email.
I would like a responsible person to contact me to resolve the issue as the call centres are not helpful at all and are totally ignorant.
Hope to get some response which will change my ideas.
Thanks & Regards.
Mou Das Gupta
91 98313 38450
0 comments