Date. 30/11
From:-
Mr. Mukesh kumar,
Kalido International,
Bangalore - 560 047
To
Bharti Airtel Limited
New Delhi
INDIA.
Kindly Attn: Customer service Head/Higher management Airtel.
Ref Mobile No.: 96633 69294
Sub: Overcharged Mobile Bill Period 08/07 – 07/08
Sir/Madam,
I have been your customer personally from last 6 years, first 3 years prepaid customer then till date I have been postpaid customer. I was very happy with the services until this 3G service launched in Bangalore. The problem arises when I changed my bill plan on 23rd June.
First of all please be clear that I want to continue with my same Airtel no. 96633 69294 as this is my official phone and lots of accounts are linked to this number. Instead of an apology I got a disconnection after raising lots of complaint with no positive feedback.
Not only official mobile phone connections, we are also using Airtel Enterprise services and here are the details of the same:
Airtel PRI Line : 080 4054 5500 Account number : 1398 8177
Airtel FAX Line : 080 41227941 Account number : 1365 0606
Internet leased Line customer no.: 19374119 Account no. : 70167271.
We have been paying more than 12lacs per year for these services and already in discussion for more bandwidth and MPLS services.
You can check my same mobile number is there in all accounts as single point of contact for my company.
My concerns about the bill for the above period are as under:
1. I was shocked to see the overcharged amount in the bill period of 08/07 – 07/08 & after analyzing the bill thoroughly I found that I was overcharged for GPRS usage due to 1 day usage, which is only possible if there was 3G speed in 2G data due to some technical issue at backend or due to wrong billing which happens many times no doubt. Just for an example, you can refer complaint number: 7951268 raised on 28th of November for my Airtel fixed line above 080 41227941 where billing department has been charging continuously for 4 months for broadband usage and the best part is there is modem connected at our end and even after filing the complaints it is still happening and we are getting bills with broadband usage.
2. In 2G plan, the average downloading speed is supposed to be 15 to 20 kbps. If you check 38th column in my GPRS usage details of the bill of August, on 12th July at 22:12 Hrs which is around 728 MB you can see an entry before and after 38th column which is 37th and 39th column in the bill you will get an idea of maximum possible duration under which this data can be downloaded which is around 3 hours roughly and the fact is with maximum speed of 20 Kbps also you can’t download 728 MB of data in 3 hours. The maximum you can download with the maximum 2G speed is around 70 MB/hr. Even if the billing department is saying that billing is done correctly then it must be technical issue due to which I got 3G speed as I used keep my internet on and never cared about the data download because of 2G speed. You would have to find out the issue behind this if it is due to 3G speed then I want weaver for that particular day because you can’t pump the bandwidth and make the customer to use more data unknowingly.
3. I logged many complaints which can be checked in my complaint history but I didn’t get any help from any of the complaints. If you listen to my recorded conversation with the customer care executives and floor manager you will find everyone agreed that my complaint is genuine and they assured me to get the positive response from billing department. From billing department, after seeing the same complaint logged, they closed my SR every time with the comments “Duplicate SR and charges are valid”. I don’t know why they never felt that call center can’t take the same complaint again without proving the genuineness in the complaint. So there was no proper response from billing department as well.
4. After all this, I decided to discuss this issue face to face. I went to nearest customer care relationship center and explained them my issue, they were agreed on that and they asked me to go to head office in Bangalore which is in Divyasree towers, bannerghatta road, Bangalore. I went to circle office, and had a chat with the concerned person there after a long discussion with the person over there, he didn’t have any reason to explain me the overcharged amount and in end he said that you have to go legally to sort this out and we can’t do anything on this. I was shocked how you can give this advice to the customer without satisfying him with your resolution. I also tried meeting the manager after that who I found very rude and he asked me to wait outside without any reason. After waiting for more than half an hour I checked with him again and he again asked me to wait then I had to leave without meeting him.
5. I decided not to quit here and tried reaching Nodal and Appellate office where I spoke to one person name Manoj whom I asked to meet face to face and he agreed me to meet at his office to explain the issue. When I went there and called the same appellate number someone picked the call and said you can’t meet anyone without an appointment. I asked him to check with Manoj and he said you have no appointment with anyone. I ended up without meeting that person.
6. Due to this kind of behavior, I felt being cheated by Airtel and hence I had no other option than to stop payment against the bills issued after that.
7. You have to understand that this is a huge productivity loss for me and my company which can’t be paid back in any form. We are very unhappy with this kind of attitude. In end, I request you to resolve this issue and resume my services ASAP.
Delay in processing the request would affect our relationship and all the Airtel enterprise services we have been using. We have various upcoming opportunities which we are looking forward to share with you.
Call me on the below mentioned number if you need any information and please keep me posted on this.
Thanking you,
-Mukesh
91 87628 01035
Mail I.D: [email protected]
Official I.D: [email protected]
Copy To:
1. Nodal Officer Karnataka
2. Appellate Officer Karnataka
3. [email protected]
4. Airtel Presence
5. Consumer Court
6. Higher Management Airtel
7. Enterprise department Gurgaon
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