I had two different communications with Airtel representatives -
1) Airtel Appellate Authority
2) Mr Manoj, Airtel (09717894319) on 25/10
The discussions were as follows:
Mr Manoj, Airtel (09717894319) on 25/10
Airtel: Hi sir, As we can see that there are a lot of issues and out of all the issues mentioned below, the most important is documentation and for that you have to visit the branch and re-submit the documents.
ME: If I have already submitted the documents four times in past two years and your customer care executive has confirmed that the documents (the details of which will never change in your entire lifetime) are already lying with you, why is it required for me to re-submit it? Clear case of Harassment!!
If you wish to verify whether the documents are genuine, you may verify it either online (PAN card can be verified online, Govt. employee ID can be verified through Agents visiting the place of work, Address proof can be verified through queries to neighbours, Driving License can be verifies either online or through related department and so on.)
Airtel: No sir, this is not possible and as per the Govt. of India guidelines, you are required to re-submit the documents at the counter.
Me: If it is Govt. of India guidelines, why are other players like Reliance, Vodaphone, etc not going ahead with it. Further to this Govt of India guidelines will never be there to harass your customers, rather you are simply interpreting it in your own way in order to reduce your workload and cost.
Anyway, if it is so urgent, please arrange to send your representative to my office / residence to collect the documents required by you.
Airtel: I will check it sir if this is possible...(after some time) No sir, this is not possible. You have to visit the Outlet in person and submit the documents.
Me: This is not possible for me to submit the documents everytime you ask for and this is not the only job I am involved into. I have take the number for my convenience and not for inviting troubles. I pay to Airtel for its services and not vice-versa.
Airtel: Ok Mr. Pathak, if it is so, we will disconnect your number.
Me: Your wish!! Is this call getting recorded?
Airtel: No sir.
Me: What about my other complaints...
Airtel: What was the issue sir?
Me: Without me authorizing for any subscriptions, I started receiving Friendship messages and Shloka (Devotional) Messages and calls for which a combined charge of Rs 5/- per day was deducted??
Airtel: Just a second, I will browse through and inform you...(in the meantime)... when was it done...
Me: I don't remember the exact date but as per my communication with the CCE I came to know that I put up the request to stop (unsubscribe) it on 31st August.
Airtel: I am not able to see it right here on my screen for any deductions... for the month of September, August...
Me: How come is it possible that a lower level staff (CCE) is able to see and tell me the details and you, being a senior authority do not have any rights (as you are not able to find out!!!) - Horrible!!!
Airtel: What I can do is for the Goodwill I will refund Rs 20 in your account.
Me: Am I a beggar or what... refunding Rs 20/- is not the solution. You go ahead with the details and refund accordingly... What about I made more than 60 calls, I was charged for every call, in some calls I waited for nearly 19 minutes and still not able to reach the supervisor... will your payment of Rs 20/- prove to be a great help for me??
Airtel: Ok Mr. Pathak, I think that documentation is the most important issue...
Me: I will not go to your outlet, whatsoever happens... you have my documents, if you wish to verify, prove it wrong!!
Airtel Appellate Authority:
Almost same discussions, but he never mentioned that my number will be disconnected, rather he said that we will get back to you... am still waiting!!