Dear SIr/Madam,
I am customer with airtel since last 7 years and my mobile number is 9810855761.
I have had a horrifying experience with airtel since last 3 months. During this time, I have spoken to 5 different 121 executives, 4 nodal officers and 5 appellate team members and no one has been able to resolve my concerns. I have sent more than 8 emails and the last 3 have not been responded at all.
On October 5, I called the Airtel customer care (121) to enquire about any ISD plans available for me. I was informed by the customer care officer that there is plan according to which if I pay Rs 45 per month then all my ISD calls will be charged at Rs3 per minute. I got this plan activated and started using my airtel number for ISD calls. However, when I received my bill I noticed that the ISD calls were charged at Rs 10. Airtel sent me a bill of around Rs 20, 000 I raised this issue with 121 and nodal officer. The nodal officer Sandeepan promised to look into the call recording for resolution of the issue. After listening to airtel’s internal call recording I was informed on 18 November that yes I was right and will be given the suitable waiver. I received the waiver on 18 of November and was very happy.
However on the same call on 18 November with Sandeepan, I asked him what are ISD call rates going forwards? To this Sandeepan committed me that my ISD call rates will remain Rs 3 per minute and I need not worry about it. I trusted his word and continued using my airtel number for ISD. Again when I received my November bill., I noticed that I had again been charged ISD calls at Rs 10 per minute. This was shocking as Sandeepan had told me that my call rates would remain Rs 3 per minute. I called back Sandeepan to inform him of the problem. However this time he refused on the commitment he had made to me on 18 November.
I did not understand what to do and discussed the matter with the appellate team. The appellate team took more than 1 month and then one fine day I hear the answer that they can only give me a waiver of Rs 4016 and rest all my ISD calls would be charged at Rs 10. I do not understand that why despite a commitment from Sandeepan on 18 Novemeber and the previous months problem they did not resolve the problem. In addition to this information, I would like to highlight that My airtel bill clearly says that ISD [email protected] (Rent 45).
I have the all the communication with airtel that I would like to share with your team. This will be enough proof that airtel has sent me the wrong bill and has not been able to resolve my complaint since last 2 months.
I would like to highlight that it has been a severe case of mental harassment to me. I have made calls to airtel’s concerned department almost everyday without resolution. Numerous times I was promised a call back but hardly received one. And the worst part is that they are now not even replying to the emails.
I believe that since their employees have made me a false commitment (Sandeepan on 18 Nov.) then they should be responsible and I should not suffer as what is happening now.
I just ask for my correct bill to be sent to me. NOTHING MORE!!!
Regards,
Sumit
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