To whomsoever it may concern
This is to inform you that I requested Airtel for surrendering of my broadband connection with phone number 033-40610250 on August 3 after talking to their customer care. Thereafter, I had vide my mail dated September 29 again requested Airtel to complete the formalities regarding the surrendering of the said connection. I stopped using this facility since mid- July since the time the supplied modem became non-functional. As mentioned earlier, on August 3, I expressed my wish to surrender the said connection and requested the company to let me know the final settlement amount. On September 29, I wrote back to your company after I received the monthly statement in a regular manner.
The primary reason behind my disconnecting the Airtel connection was the extremely poor service that I have received over a period of about two years that I had used the connection. More importantly, the lack of response from the company's side, even to the extent of not receiving any response to mails write to Nodal Officer further corroborated my belief about the inability/unwillingness of the company to provide service to consumers.
In the following two months I have been receiving numerous calls from the customer care executives of the company asking me to pay the monthly bill, to which I responded by saying that since the said connection has been surrendered, why are you sending me the monthly bills? The caller would always respond by saying that she was not aware about the surrendering of the connection and hence I should pay up. One day after explaining the incident to the CC executive who transferred the line to her senior, this harassment stopped for a while. Regretfully, it started all over again, first with computerised voice message, and then with calls from the executives once again.
On October 14, I received the monthly statement for the billing period September 8 to October 7 - the third monthly statement since requesting for the disconnection and asking for the settlement. I then wrote a mail to the company on October 15 requesting them to look into the matter and resolve the issue at the earliest. I promptly received a reply from the appellate expressing apologies and stating that the matter will be resolved in 7 days. Regretfully nothing happened even after that.
I then received a letter dated January 09, in which I was asked to walk in to Airtel's Salt Lake office 'for resolution of the outstanding amount accruing in your account and as well as for payment collection'. The same letter also mentions that the letter be treated as the last intimation prior to initiating further recovery proceedings pf outstanding dues. I fail to understand how a company like Airtel can even think of sending such a letter where at every stage they have miserably failed to provide service to the customer. I have on numerous accounts sent complaint mails to the company, for which I have only received service request numbers with a promise to look into the matter within a specified time, but not even once has that commitment been fulfilled.
So much so that when I first called up 121 for surrendering my connection I was given all kinds of promises of giving the best services, replacing the modem free of cost etc. Having lost faith in the comapny's ability to provide good service I was insistent that I needed to surrender the phone, and then I have been harassed first by a number of calls - on one hand asking me to pay up and on the other giving me sops, which was followed by this letter.
In light of the above, I wrote a mail to Mr. Biplab Saha (to whom I was asked to contact) on February 4 and requested the competent authorities through him to complete the surrendering formalities at the earliest without subjecting me to further harassment? Through that mail I requested the company not to think about "restoring our association once again by way of this communication" and instead focus on what the customer is asking for.
I sincerely hoped that after this mail there will be some action taken apart from giving false promise- the only thing that the company seems to be adept at doing but unfortunately I did not receive any response to that mail as well.
I received a call from one Mr. Parimal from the collections department of Airtel on March 12 stating that he will come to my office to collect the dues. I once again tried to reach Mr. Biplab Saha today (March 14) morning on the phone number mentioned in the said letter and after keeping me on hold for two minutes someone said that I will receive a call back from his office. In the afternoon I received a call from Ms. Vandana Gyne (03340650162) to whom I explained the entire story. After listening to the entire story she asked whether I have received an NOC from the company, to which I once again mentioned that despite repeated requests for surrendering of my connection, I have receiving monthly bills. She told me that she understood the entire episode and then came up with a proposal that from her side she will give me a discount of 20% and that I settle the amount otherwise legal action will be initiated against me. I am baffled at the highly unprofessional way in which the company has been working since the last 8 months – the first time I requested for surrendering my broadband connection.
I therefore request your kind intervention in this matter.
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