I have bought a airtel prepaid sim card (9940357681) on May 8th in poorvika mobiles MMDA, and it was activated on the same day. I also activated a rate cutter with 3 months validity (call cost for A2A 10 ps and 18000 National sms free, other state airtel 50 ps) and submitted all the required documents. within a week My sim said network registration failed and I contacted Poorvika the next day and asked them whether they submitted the required documents given to them. The store keeper even showed me their register in which your airtel executive have signed that he has received the documents. and they contacted their airtel contact point and informed this and had my number activated again.
On June 20 morning 8.30 I made some calls to local airtel numbers and I was charged for 1 re /min instead of 10 ps / min and for std 1.50 for calling an airtel AP number. I immediately called the 198 complaints number and the lady who attended my call said the balance deductions will take 2 hours to update in your system and asked me to call after 2 hours to check the information. But when I tried to call customer service complaints 198 after 3 hours they have deactivated the option for reaching the customer service agent for my number (Is this is the way Airtel solves customer issues). The IVR says press 3 to make a complaint about balance deduction when I do that it says " You can use *121# to activate and deactivate a service, Thank you for contacting airtel. Even if I call the 121 customer service where I have to pay 50 ps for 3 mins I am getting the same message. In the evening I called 198 from my friend number and the lady who answered my call is rude and she provided me wrong information saying my rate cutter validity is over and I even informed her that if I check by *123*4# it says I still have 11k plus sms and valid till aug 8th, she is not believing to me and repeatedly saying it is valid for sms only and the call rate cutter has expired and sms package alone is active when I asked the reason she disconnected the call. Then again I called the 198 and the guy who answered me said I was correct and accepted there is a technical problem and will forward it to the concerned team and wanted me to wait for 48 hours to change the call rate again and for refund. I accepted and asked for the name of previous agent who disconnected my call as I need it for my records But he refused to provide me the information saying they do not have the access to see it (unbelievable) when I asked why am I not able to reach customer service from my number he said there is no problem in your end and he he even took a complaint for the same . here are the complaint #'s I received CBDPA20620407211, CBDPA30620393894, 20620935160 through sms. I was pateiently waiting for this issue to be solved but the ultimate thing happened today (June 21) My mobile says network registration failed invalid sim, when I tried to reach again 198 they said I did not provide the necessary address verification, and they have deactivated my number and I will not be able to get the same number again and all the balance 82 main balance plus 40 in special balance, and rate cutters I have activated will be lost . even last week when I tried to call a number my call was routed to the address verification team and I provided my address to them and they activated my outgoing and incoming facility after 2 hours. But none of them informed me that they did not receive the address proof. I was connected to a supervisor in 198 and he repeated the same saying They were not able to contact me to inform this. I told him that I did not receive any calls regarding this and not even an sms. He keeps on repeating the same script saying since my number is removed from the network he is not able to see the records. why is that my number is deactivated without any notification. Providing a address proof again to you guys is not a big thing to me, But you should have notified me before disconnecting my number and should have provided me a time frame to provide those documents. Now the manager says provide the documents in a airtel show room near by and we will try to activate the number in 48 hours. I told him that please activate my number as I had a interview call tomorrow and I will provide the documents in 48 hours and if not they can deactivate my number and wanted them to consider the request as an urgent case as I was in need of that number and also I was not notified before terminating my number. But he refused to do so saying the same sript given to him.
My questions
-why was I am not notified and given a time frame to provide documents before terminating my number.
-why were your agents providing different answers every time, and they were rude on the customers
- how many times you will verify my address within 40 days of purchasing the number
- what were you going to solve this issue and get my money back
Regards,
Sivaram
9941343422
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