I have been using Airtel Prepaid mobile phone (9003 231258) for over 5 years. On 7.1.11 when I was using my mobile phone the line got disconnected with a message "your balance is too low to make a call". When I checked the balance it was Rs.2.32.
On 8.1.11, I went to a recharge shop and recharged my mobile with full talk time of Rs.345/- and I received a confirmation from Airtel for the recharge with Transaction ID No.1014116081. Time of recharge 8.17 pm
As I used to make calls to my daughter in US, I have also put a US booster for Rs.44/- with a validity of 30 days. This will give me the benefit of talking to US @ Re.1/- per minute. I have received confirmation from Airtel for this transaction under Trans. ID No. 1661628400. Time of recharge 8.18 pm
I made a call to US around 9.15 pm on 8.1.11 and spoke to my daughter for 20 minutes. When the call was over, I was surprised to see that the call charges was Rs.89.60 whereas it should have been Rs.20 only.
I immediately contacted the shop where I recharged my mobile who in turn asked me to contact Airtel Customer Care on 198. From 9.30 pm onwards I tried, tried, tried and finally I got the Customer Care executive on line and explained that I have been deducted Rs.69.60 in excess. The executive kept me on hold and came back after some time and told me that their record does not show any recharge made on my mobile on 08.01.11 i.e. both Rs.345 as well as Rs.44 booster. I asked the CC executive if my mobile was not recharged then how could my balance got increased from Rs.2.32 to Rs.347.32. The CC executive was repeatedly telling that his data is not updated for the recharge I made on 08.01.11 and the balance is not from the recharge I made. He suggested me to tell the shop where I recharged to contact Airtel on 12144. I retired for bed at around 11.30 pm.
On 09.01.11, I went to the shop and told them what the Airtel Customer Care executive told. The shopkeeper contacted Airtel on 12144 and gave all the details about recharge. The Airtel CC executive took my alternate mobile number and informed me that Rs.69.60 will be added to my balance within 48 hours and also US booster Rs.44 will be activated. Time I spoke to Airtel CC executive was around 4 PM on 09.01.11.
As they gave me 48 hours time, I waited until 8 pm on 11.01.11 and checked my balance in the mobile, which remained Rs.257.72. I called Airtel CC on 198 again and asked them the status. They repeated the same version. I asked them one simple question - if I have not recharged my mobile phone, then how I got the Transaction IDs from Airtel for successful recharge. I also told them that as a customer I need not worry about their internal problem as to whether their data got updated or not. As I got confirmation from Airtel and the Transaction IDs given by Airtel itself is the proof of having recharged my mobile, then why this mistake happened. They have no answer for my question.
In the meantime, I received a call from Airtel Customer Care Mr. Manoj from Mobile No.9717894317 on 12.01.11 which I could not attend. I made a call back on 13.01.11 and he informed me that since their records did not get updated for the recharge, he could not do anything. I requested him to put me through to his boss, but he said he will call me back after talking to his boss. So far (11.45 am 14.01.11) he did not call. While speak to him I asked him if I do not get proper justice I will be pushed to go to proper forum to raise the issue.
This episode has put me in great stress and health problem as I am 60 years old. I need justice. If Airtel is not benefitted from my recharge, then who is the beneficiary. I am in dark as to how to proceed further in this matter. Please help.
My details:
K. Ganesan
8/7, Postal Colony III Street
West Mambalam, Chennai 600 033
Mobile No. 9003 231 258
Alternate Mobile No. 9840259271
Regards
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