This is to inform general public on blatant display of negligence, unprofessional attitude by AIRTEL.
My phone number is 9901445000 and I had been using this phone number since last 4-5 years (Earlier it was a different account Number: 105-101890260). I had been paying my bills regularly. When this phone was out of country for 3 months during Jan’ I had enquired about the procedure for safe custody of 3 months. He thought of it as a disconnection request. The Customer care junkie (Mohd Asik) was so incompetent that he could not understand simple English also. I then again immediately sent a mail clarifying that it’s not a disconnection request. I then got the reply from same officer (Mohd Asik) that the disconnection request has been cancelled and Asik sent the options for safe custody. See below for details. Still, he went ahead and terminated the connection and i faced lots of issues with that. If you see below, you can clearly understand the mistake of Airtel’s officer.
TO MY SURPRISE, AIRTEL went ahead and put that number in gold premium category seeking additional revenue of 1500 from prospective clients including me. It clearly shows that Airtel indulged in the act of cheating and unfair trade practice. All my appeals to Appellate, Nodal officer went in vain and after that thanks to the intervention of a senior Airtel officer, I got my issue resolved. The connection was restored wef 22nd March.
NOW AGAIN, I am told that this number is barred due to failure of the verification of change of address request. This despite the fact that I NEVER REQUESTED FOR ANY CHANGE OF ADDRESS. I was told by Airtel’s customer care executive that they visited my address on 22nd/23rd/24th April in the afternoon (between 2-4 PM) and were able to talk with security who told them that we are indeed living there for more than 2 years. It was disconnected as they could not meet me, First of all, they came on their own without any notice during day time. Airtel should understand that we are working professionals and our office hours are 8 AM - 8 PM and they will not find us during office hours if you come without any prior notice. I was never notified over e-mail also and it was abritrarily disconnected.
In the meantime, My husband also went out of country in April for few weeks and was shocked to find it disconnected when he returned. When we raised this issue, we again encountered MR. ASIK (remember the junkie earlier), who blatantly told that we have to go for new connection. He had the audacity to tell me that despite the fact that Airtel is still holding my security deposit against that number, so how can they allot the number to somebody else?
I also asked them to provide me the proof that i had requested for address change at any point of time. Also, I asked them to send me the relevant clauses in the agreement, which tells about the disconnection procedure and how they intimated me before disconnection. I didn’t get any notification where as I was getting other emails from Airtel (bills etc). THERE IS NO REPLY TO THAT TILL DATE.
I am sure that they are again doing this for getting some more money out of it. We need to collectively expose them in media so that people are aware of the standard of their customer service.
I AM ALSO GOING TO FILE A COMPLAINT AGAINST THEM IN TRAI AS WELL BEFORE GOING TO CONSUMER COURT.
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Hello Mr. Asik/Appellate Officer,
I was shocked to see your response. I would have appreciated if you would have understood the matter. Can you please let me know where is your office where I can come and meet you face to face?
I am told that this number was barred due to failure of the verification of change of address request. I would like to let you know/bring your attention to the following points:
- I NEVER REQUESTED FOR ANY CHANGE OF ADDRESS
- I was told by your customer care executive that they visited my address on 22nd/24th April and were able to talk with security who told
them that we are indeed living there for more than 2 years. It was disconnected as they could not meet me, First of all, they came on their
own without any notice during day time. You may understand that we are working professionals and our office hours are 8 AM - 8 PM and you will not find us if you come without any prior notice. I was never notified over e-mail also and it as abritrarily disconnected.
I would like to request you to please arrange for an address verification on 11th July, anytime between 8 AM - 5 PM in which they can come and visit us anytime. I have a small baby less than 3 months old so it would be hard for me to personally go over to Airtel Relationship center.
Regards,
Shishir
On Wed, Jul 6 at 6:25 AM, wrote:
Dear Customer,
Ref: Email dated 02-07, requesting to activate your mobile number 9901445000.
We regret for the delay in responding to your mail.
Thank you for your email to airtel and the opportunity to assist you.
We regret to inform you that we are unable to accommodate your request sine your mobile number has already been permanently disconnected.
As per our process guidelines, we are unable to re activate the mobile number once it for permanently disconnected.
Hence, we request you to visit the nearest Airtel Relationship centre (ARC) to avail new connection.
We hope that this response has addressed your query suitably.
Please do write in for further assistance.
Yours Sincerely,
Mohamed Asik
Customer Care
Bharti Airtel Limited
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ISSUE OF JANUARY….
9901445000- Kind Attention: MR KARTHIK, APPELLATE OFFICER
InboxX
Reply |nehanisha pandey to appellate.kk, nodalofficer.kk, 121, 121
show details Mar 21
Hello Mr. Karthik (Appellate Officer)
I am writing this email to you to bring your attention to blatant display of negligence, unprofessional attiitude by YOU in resolving this issue. I have been sending emails, my husband has been calling for atleast half hour daily but we are nowhere close to resolution.
As very clear from the email chain below and as admitted by you, you have wrongly disconnected by phone without any such request from my side (You even sent an email to me that you have cancelled the temporary suspension request also). Your customer care executive was so incompetent that he could not understand simple english also. No notice was given to me and it was a unilateral action.
Not only that, you went ahead and put that number in gold premium category seeking an additional revenue of 1500 from prospective clients. It clearly shows that Airtel indulged in the act of cheating and unfair trade practice and you are liable to face legal action if prompt corrective action is not taken from your side IMMEDIATELY.
WE NEVER EXPECTED THIS TYPE OF TREATMENT AFTER 4 YEARS OF FAITHFUL RELATIONSHIP WITH AIRTEL. YOU MADE AN ERROR AND NOW YOU ARE NOT WILLING TO ADDRESS MY GENUINE REQUIREMENTS AS WELL, IS THIS THE LEVEL OF AIRTEL CUSTOMER CARE? THIS WAS HIGHLY UNEXPECTED FROM YOUR ORGANIZATION.
I REQUEST YOU TO PLEASE REPLY WITH YOUR ANSWERS TO MY QUESTIONS POINTWISE AS SOON AS POSSIBLE. ALSO, PLEASE LET ME KNOW YOUR OPERATION"S HEAD PHONE NUMBER AND EMAIL ID. I WANT TO DISCUSS THIS WITH HIM/HER.
ALSO PLEASE LET ME KNOW YOUR OFFICE ADDRESS.
NEHANISHA
&&&- Forwarded message &&&-
From: nehanisha pandey
Hello Mr. Sharad,
I am sending this mail to you as my last effort. I would like to draw your attention to the blantant display of negligence. I had been a loyal customer of airtel since 4 years. As i was going out of country, I asked for temporary suspension of my number 9901445000. Your CC officer Mr. Mohammad Asik understood it wrongly. I then again immediately sent a mail clarifying that its not a disconnection request. I then got the reply from same officer that the disconnection request has been canceled and Asik sent the options for safe custody. See below for details. Still, the connection was terminated and i am facing lots of issues with that. If you see below, you can clearly understand the mistake of your officer.
I tried to reach CC numerous times and every time i am hearing a new story, new Action items for me - Ranging from depositing 1500, submit fresh application, somebody says that its now a gold premium number so i need to deposit -. Pls have a look at this.
I am really pissed off now and am planning to send a legal notice tommorow afternoon. Before taking that route, I thought of seeking your help.
I need this connection by EOD today failing which i will initiate further actions on this regard. Request your quick response for this as soon as possible. I have never defaulted in any of my payments and I was surprised to see this kind of treatment from your side.
Regards,
Nehanisha Pandey
&&&- Forwarded message &&&-
From: nehanisha pandey
Date: Mon, Mar 14 at 11:45 AM
Subject: Postpaid mobile connection 9901445000 reconnection issue - URGENT
To: [email protected]
Cc: [email protected], [email protected]
Hi Airtel CC,
On 29.01.2011 I requested aritel customer care to 'Temporary suspend' two of my corporate mobile connections. Reference number for the same is 202201127412/2901201137302. Please see below the mail conversation.
I got reply on the same day for the same to pay my due bills for one of the connection. At the same time both the connections were permanently disconnected assuming it was 'cancellation' request. I clearly mentioned 'Temporary suspension'.
Then I replied back to confirm what I have meant and what airtel customer care have understood (I asked for temporary suspension and Airtel understood as permanent cancellation) for which I received reply on same day that you have 'cancelled' the 'cancellation' request. If this is the case then why both the connections are disconnected permanently?
Now today, when I enquired again that I want to re-use one of my corporate mobile connection 9901445000 customer care executive told me that number has been permanently disconnected and 300/- security deposit has been credited back to me. This number is available as of now although.
Also he informed me that I have to go for fresh connection and deposit 500/- as security for the fresh postpaid connection. Reference number 835590796.
Why should I go for fresh connection if already I asked for 'temporary suspension' and not 'permanent cancellation'?
It is airtel's fault that they misunderstood and acted on cancellation rather than temporary suspension. Also airtel did not even bother to wait and confirm on request on full payment of bills so that connection can be temporarily suspended.
Please note I am currently not in Bangalore and am out of town for official visit. So please initiate the 're-connection' of this corporate mobile connection from your side ASAP.
Please note again this request is for mobile number 9901445000 ONLY.
I have taken both the connections approximately 5 years back from airtel and till date I never had any complaints. But this incident is extremely outrageous and leads to breach of trust between a customer and airtel corporation as a whole. I am in urgent need of this mobile connection 9901445000 and I can not used it because of this misunderstanding on which airtel customer care has acted.
I currently hold total of 5 airtel mobile connections which tells you how much belief I had in airtel. But this incident is deeply disappointing which leads me to re-think my decision to stick with Airtel.
Please consider this request as urgent.!
Thanks!
&&&- Forwarded message &&&-
From:
Date: Wed, Feb 2 at 7:18 PM
Subject: Re: TEMPORARY SUSPENSION REQUEST [|BAL|9900157089|202201127412|]
To: [email protected]
Dear Customer,
Ref: Email Dated 02-02 requesting for activation of Safe Custody service on your airtel Mobile number 9900157089 and 9901445000.
Thank you for your email to airtel. We are delighted to know of your intent to avail our Safe Custody service and welcome the opportunity to assist you.
As a first step towards availing the service, we would request you to make the full payment for the current billed and unbilled amount for your airtel number at the nearest Airtel Relationship Centre. To know your current outstanding and unbilled amount you can dial *121# (Toll free).
Details of Safe Custody:
1. Safe Custody is for a maximum period of 90 days.
2. Incoming and Outgoing call services will be deactivated.
3. There is no monthly rental during this period.
We request you to revert on or before 90 days from the date of activation of Safe Custody in order to activate the mobile services, failing which the number will be permanently deactivated.
Hence, we request you to write back to us post payment of billed and unbilled amount to activate Safe Custody service on mobile numbers.
Further, we would like to inform you that we have cancelled your cancellation request on mobile numbers 9900157089 and 9901445000.
We hope that this response has addressed your query suitably.
Please do write in for further assistance.
Yours Sincerely,
Mohamed Asik
Customer Care
Bharti Airtel Limited
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