We are a long standing customer of Airtel, also having a PRI line since 2008. During the first 3 months of installation, the line was not activated properly while billing had started, for monthly rental fee of Rs. 21000/- . We weren't provided the requisite/promised number of instruments during the sale of this PRI to us - the line was not installed properly by their EPABX vendor, etc etc. Due to this, we suffered immense business loss as we had published the number in our marketing material - and had to use the PRI for tele-calling. So, after month's of battling for a waiver, we were given the requisite waiver.
Now, in 2010 - our lines were down and hence our accounts could not release payment. Then, a person from retention department came and gave the assurance the line would be activated immediately and a waiver of rental for entire duration of line being down would be given and the late fee levied on the current bill (Rs. 1050/-) would also be waived off - but we had to make the payment the same day. On this assurance, seeing that they were trying to do their best to resolve the matter for us, despite us already suffering huge business loss to due to line being down, on May 9th (the same day) we made the payment which was debited from our account on May 10. However, our line wasn't live until we made another few complaints and finally it was activated on May 18. Records show that no calls were made from this PRI between April 25 to May 18 - proving the line was down.
Our next bill arrived on May 31 and we saw that our waiver had not been given. Immediately we contacted the retention department (see email below) on June 1. We didn't receive any response - so we sent a reminder on June 9 (because the deadline for payment had passed) and again on June 13) and finally got an unsatisfactory response on June 14 - saying we would not be getting any waiver. While still fighting for the same, as was promised and due to us rightfully, we started getting calls from various departments at Airtel that "we had requested our PRI to be cancelled and this was a verification call for the same." We were shocked and said that there must be a mistake - and they said it was ok. However, over last 3 weeks, we have received many such calls. When we complained again to Airtel regarding this. However, instead of resolving that matter, even their email response from Customer Care (see mail below) says that our request for cancellation is under process. One can clearly see that this is an attempt of Airtel to falsely cancel our line so they can sell it to some other customer at a premium (the PRI number is quite good and hence we were made to take a high package from day 1 despite not having need for such high rental). Now, we are still fighting for that waiver, are still receiving threatening calls from Airtel - and we are unable to escalate the matter because it doesn't seem that there is any such process (or at least any such process that works) at Airtel.
Who can help us?
Below is the History of our complaints regarding which we are still waiting for a Solution.
Fwd: Threatening Calls from Airtel Staff to our Company
From: Our Company
Sent: 07 July 11:00AM
To: [email protected]; [email protected]; [email protected]; [email protected]; [email protected]
Dear Airtel Staff,
Re- your response to our grievance mail.
We would like to inform you that this matter is NOT resolved because we have NEVER asked for Cancellation of number 011 &&&&&&--. When and from whom have you received this request?
We are being threated to cancel this number because AIrtel doesn't want to resolve our issue, but we have NOT requested the same.
In fact, your response is another proof of the poor quality of customer service and harassment of client by closing an issue erroneaously, hence requiring the customer to suffer greater damage.
If this number is cancelled without our request, we will take appropriate legal action against Airtel.
Regards,
OUR COMPANY
> From: Selecttouch. [email protected]
> Subject: Re: Threatening Calls from Airtel Staff to our Company
> To: &&&&&&&&&--
> Date: Tue, 6 Jul 16:32:23 -0700
>
>
> Dear Customer,
>
> Thank you for writing to Airtel Telemedia Services.
>
> This is in reference to your e-mail regarding Behaviour Related and
> Cancellation for Airtel number 011&&&&&--.
>
> We would like to inform you that your concern regarding the same has been
> resolved as per reference number &&&&&-- and your request regardong the
> cancellation has been already registerd and forward to concern department.
> The same will be done within 7 working days. The ticket number for the same
> is &&&&&-.
>
> It is our privilege to have you as our valued customer and we look forward
> to a long and fruitful association with you.
>
> Assuring you the best of services.
>
> PS: In case if you require any further assistance, please
> · Call us at 44441255
> · E-Mail us at [email protected], or
> · Fax us at 011-41613579.
>
> Warm Regards
> Abhishek Sharma
> Customer Care
>
> Note: Please mention your Airtel Fixed-line number along with STD Code,
> e.g. 0114XXXXXXX in the subject of the email whenever you write to us for a
> quicker response. Do not include any space or special character between the
> digits.
> (Embedded image moved to file: pic09392.jpg)
>
>
>
> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
> Mail received from
> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
> To Whom This May Concern:
>
> Kindly see our mail below - and we can be reached at &&&&&&-- in case of
> any queries.
>
> Regards,
>
> &&-
Our Company
>
>
> From: [email protected]
> To: &&&&&&&&&--
> Date: Sat, 3 Jul 13:11:12 0530
> Subject: Acknowledgement Mail.
>
> Dear Airtel Customer,
>
> We are unable to process your request as:
>
> 1. The Mobile Number is not mentioned in your email or
> 2. The mobile number mentioned is not in the correct format. Please mail
> the mobile number in the 10 digit format. E.g-9XXXXXXXXX.
>
> We request you to resend the mail with the Airtel Mobile Number clearly
> mentioned in the Subject line.
>
> Warm Regards
> Airtel Customer Service
>
> This is an auto-generated response. Kindly do not reply on this mail.
>
> &&&&&&&Original Message&&&&&&&&--
> Subject: Threatening Calls from Airtel Staff to our Company
> Date: 03-JUL-10
> From: [email protected]
> To: [email protected];[email protected];[email protected]
> Message body:
> To Whom This May Concern,
>
> Since our grievance mail below, we have been receiving harassing
> and threatening calls from various Airtel departments that "we have asked
> for
> our PRI number &&&&&&&&--quot; to be cancelled and it will be cancelled.
>
> Most recently, we were just called (July 3) by a certain manager
> Mr. Vikas Saxena (from Pratap Bhawan Office in Delhi) at Airtel (mobile
> number
> 98181 36212 but the call came from landline number 011 4359 2908) and he
> has
> also threatened us that he will cut our line in 2 hours. Further, when we
> tried
> to discuss the matter with him, he did not want to listen to us and simply
> responded that "our (Airtel's) service is bad and hence you should
> discontinue
> this line immediately."
>
> Having been a regular customer of Airtel for past many years (with over 15
> numbers across Delhi/NCR), and having this PRI line since 2008 paying thousands of rupees monthly (and also referring
> our
> customers who have purchased lease lines from Airtel worth lakhs over past
> 2
> years), we never expected such unprofessional and unprudent behaviour from
> Airtel seniors.
>
> Kindly inform us where we can file our formal complaint against Mr. Vikas
> and
> his department for threatening customers. We expect to hear from you within
> 24
> hours.
>
> We expect immediate action.
>
> Regards,
>
> OUR COMPANY
>
>
> From: &&&&&&&&&&
> To: [email protected]
> CC: [email protected]; [email protected];
> [email protected]
> Subject: RE: PRI Waiver Not Credited as per Due
> Date: Thu, 17 Jun 07:44:56 0000
>
> Dear Ms. Anamika,
>
> It looks like customer service dept in Airtel does in fact exist in India -
> because it has taken 17 days to get a response from you despite 3 reminder
> mails.
>
> Further, as noted by us in all our grievance mails, Mr. Sanjay (from
> Retention
> dept.) had informed us that the waiver would be given for the entire said
> period that lines were down/barred - maybe for retention of us as a
> customer,
> or maybe on pretext of simple collecting the payment. Regardless, the
> payment
> had been released on the same assurance, and we expect Airtel to take their
> employees' assurances more seriously else customers will stop responding to
> your calls - especially when more alternatives become available.
>
> We cannot accept your response and urge you to look into this matter - and
> expect the proper resolution sooner than the 1st unsatisfactory resolution
> in
> 17 days.
>
> Our line was barred on April 25 - and was barred until May 18,
> a
> period of 25 days. The waiver you refer to was for late fee charges for the
> previous bill. Further, despite making the payment on May 10 in amount
> of
> Rs. 15800 (approx), our line continued to be down for a further 8 days
> (usage of the line will prove this).
>
> We are a long standing customer of Airtel with over 15 connections across
> Delhi-NCR - and we do not wish to be lied to by your staff. In the future,
> all
> payments will only be released once proper emails have been received
> regarding
> the same.
>
> Regards,
>
> OUR COMPANY
>
>
>
>
>
>
> To: &&&&&&&&&&
> CC: Lalit. [email protected]; Susheel. [email protected]
> Subject: Fw: PRI Waiver Not Credited as per Due
> From: [email protected]
> Date: Thu, 17 Jun 12:50:41 0530
>
>
> Dear sir,
>
> This is in continuation of the mail sent by you
>
> This is to inform you that the waiver of Rs 1050 as promised by mr sanjay
> has
> already been initiated&
> is reflecting in your accounts.
>
> But there cannot be any waiver for the period you have asking as the lines
> for
> that period were barred due to
> non payment hence can not be waived off
>
>
> Regards
>
> Anamika
> &-- Forwarded by Anamika Joshi/CSD/Airtel Services/Airtel on 06/17
> 12:43
> PM &--
>
>
> &&&&&&&&&
> Sent by: 06/09 02:19 PM
>
> To
>
> cc
> Airtel Manish Prabhakar
> Subject
> FW: PRI Waiver Not Credited as per Due
>
>
>
>
>
>
>
>
>
>
>
> Dear Sir,
>
> We have been asked to forward our complaint to your mail id. Please do the
> needful at earliest.
>
> Regards,
>
> &&&&&&&&--
>
>
>
>
>
>
>
> From: &&&&&&&&&&&-
> To: [email protected]
> CC: [email protected]
> Subject: PRI Waiver Not Credited as per Due
> Date: Tue, 1 Jun 05:57:04 0000
>
> Dear Anamika / Airtel Customer Care,
> cc: Mr. Manish Prabhakar
>
> We have an Airtel PRI connection in the name of OUR COMPANY
> having PRI Number 011 &&&&&& since over 15 months.
>
> On May 10, Mr. Sanjay (supposedly from Retention department at
> Airtel)
> came to our office to collect the payment for the outstanding amount as on
> date. Prior to making the payment, we had informed him that our line had
> been
> barred since April 25.
>
> He said that if we made the payment that day itself, we would also us a
> waiver
> on the late fees in the bill due at that time of Rs. 1050/- and that we
> would
> also be given a full rental waiver for the entire period the line had been
> barred. As such, we made the payment in the amount of Rs. 15792/- by Chk #
> &&&&&- dated May 10.
>
> Mr. Sanjay had also given us the number for another Mr. Sushil in his
> department in case we had any issues. Their numbers are as follows:
>
> Sanjay - 9910902607
> Sushil - 9818226491
>
> Further, even after our payment had been credited to Airtel's account, our
> line
> was not unbarred, and we had to lodge a complaint with 121 (Airtel Customer
> Care) for the same. Finally, our line was unbarred on May 18.
>
> We have received our current bill in the amount of Rs. 6646/- which does
> not
> reflect any waivers and we urge and request that our waiver of rental for
> all
> days phone was barred to be credited to us and the balance payment be
> collected
> by the due date.
>
> Our line was barred on April 25 - and was barred until May 18,
> a
> period of 25 days.
>
> Thank you for the immediate response.
>
> Sincerely,
>
> &&&&--
> Admin & HR
> OUR COMPANY
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