Hi,
I had made a complaint 43062334 regarding wrong generation of bills for the past 5 years which I discovered incidently last month. The airtel customer care is useless and they don't have common sense to understand the real issue and keep on responding with scrap mails and useless calls. The sample of some of the mails is given below and I am really frustrated by the customer care executives.
They just waste your time (in hours) and at last when you try to make them understand the problem, they just disconnect the line.
Nodal Officers and appellate,
Would you take some time off and resolve this issue.
I AM FED UP OF AIRTEL CUSTOMER CARE PEOPLE WITH THE KIND OF RESOLUTION THEY ARE PROVIDING. THEY DON'T EVEN SHOW SOME COMMON SENSE IN GIVING THE RESOLUTION.
Go through the following mail and the kind of response Mr. Kiran has given in the following mail which is absolutely out of track and no where resolved my issue - stated very clearly in my mail and almost discussed with 4 floor supervisors who are good for nothing but only wasting my time.
Today morning at 9:12 am I received a call from confirmation deptt. (919971023473) saying that the issue has been resolved. After wasting my 30 mins the call was transferred to floor supervisor who wasted almost another 30 minutes insisting that the issue has been resolved in the current bill. He was very arrogant and was not willing to accept the issue. At last I somehow managed to explain him all the calculations in some of the older bills. After that he told that he want to confirm the calculations and kept me on hold and then disconnected the line.
You have to correct all the previous bills and I need a response from you by EOD today.
On Wed, Mar 2 at 8:54 AM, wrote:
Dear Customer,
We regret the delay in responding to your mail.
Ref: Email dated 28-02; regarding Bill of airtel account number 13024023.
Thank you for writing to airtel.
We would like to inform that as per reference number 43465502 your concern has been resolved.
As checked in our records currently you are in DSL 550 Combo Plan and as per this plan 475 Discount on Local Usage & Rs.75/- Discount on STD Usage is already approved and also all the usages are shown from your end only hence there is no error in the bill.
We earnestly hope that the resolution provided is up to your satisfaction.
It is our privilege to have you as our valued customer and would like to thank you for your continued patronage. We look forward to a long and fruitful association with you.
Please do write in for any further assistance.
warm regards,
Kiran s,
customer care executive,
bharti airtel limited.
Now register your Fixedline & Broadband related Request & Complaint through interactive sms. For menu options, sms to 121 from your registered airtel mobile. To register pls call 121 from your Fixedline
Your response will help us to enhance your experience with Airtel. Please click on the link below & provide us your valuable feedback on this interaction
Click here to provide Feedback.
Or, if you cannot click on the above link, please copy the full URL from below and paste the URL in your web browser.
https://ispeed.airtel.in/iVoiceFeedback/Search/EFViewerDE.aspx? info=F2157C85FE 0 0 8 8 A78808A8BF0107A858988F575DF7397F81A60ACD43D&refno=Qrc3238487
Mr. Kiran,
Thank you for showing the concern but again of no use.
I would like to highlight that I haven't got any call on my mobile (as mentioned by you in the mail) and I have't agreed to any refund of Rs 50. As far as refund of Rs 50 is concerned I was aware of that before shooting the below mails to you and there was a purpose behind that (issuse not being resolved by customer care).
IF YOU DO NOT UNDERSTAND THE ISSUE THEN PLEASE REFRAIN FROM WRITING SUCH MAILS TO CUSTOMER AND WASTE YOUR VALUABLE TIME AND AS WELL AS MINE.
I only got one call from area manager and another complaint has been logged (43465502) which would be resolved by 4th of March.
Please don't try to prove your worthy self by providing useless solution to the issues without understanding the problem. I hope you understand my point and take corrective action ASAP.
KINDLY GO THROUGH MY ORIGINAL MAIL ONCE AGAIN TO UNDERSTAND WHY I AM RESPONDING IN SUCH A MANNER AND WHAT THE REAL ISSUE IS.
Aman
On Mon, Feb 28 at 2:38 PM, wrote:
Dear Customer,
We regret the delay in responding to your mail.
Ref: Email dated 23-02; regarding Bill of airtel account number 13024023.
Thank you for writing to airtel.
We would like to inform that as per reference number 43062334 your concern has been resolved.
As per the telephonic conversation with you on 9891519668 (Mr.aman), we have clearly informed that billing adjustment of Rs.50/- has been approved towards your account and you have agreed for the same.
We earnestly hope that the resolution provided is up to your satisfaction.
It is our privilege to have you as our valued customer and would like to thank you for your continued patronage. We look forward to a long and fruitful association with you.
Please do write in for any further assistance.
warm regards,
Kiran s,
customer care executive,
bharti airtel limited.
Now register your Fixedline & Broadband related Request & Complaint through interactive sms. For menu options, sms to 121 from your registered airtel mobile. To register pls call 121 from your Fixedline
Your response will help us to enhance your experience with Airtel. Please click on the link below & provide us your valuable feedback on this interaction
Click here to provide Feedback.
Or, if you cannot click on the above link, please copy the full URL from below and paste the URL in your web browser.
https://ispeed.airtel.in/iVoiceFeedback/Search/EFViewerDE.aspx? info=A9EB176099FA1D67ABE91860AAEB11709AE5286992D17CEF12729DFD E7095&refno=Qrc3192824
&&&Original Message&&&-
From: [email protected]
To: [email protected]
Cc:
Sent: 23/02 10:31:51 PM
Subject: Re: Wrong bill being generated - complaint no. 43062334
All,
I am expecting a response within 24 hrs. Do you guys need so much time to
understand the problem in your billing generation system?
If you understand the problem then then let me know the resolution within next
24 hrs.
Aman
On Tue, Feb 22 at 10:51 AM, wrote:
Dear Customer,
This is to inform you that your concern has been noted and our team is
working on a resolution. At the outset, we apologize for the
inconvenience faced by you. We will get in touch with you for further
details of your concern as the need arises.
Regards,
Rakesh Kumar
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
[email protected]
Connect with us 24X7 and we will be happy to assist you with a swift
resolution to your queries on all our products and services.
>
%%%%%%%%%%__
From: Aman Sardana [mailto: Aman Sardana
]
Sent: 22-02 12:01 AM
To: [email protected]; [email protected]
Subject: Wrong bill being generated - complaint no. 43062334
Hi,
Please let me know the status of complaint number 43062334 raised one
week back.
I am tired of calling the customer care number and getting the call
escalated to floor supervisors but still no resolution.
I have raised an issue of improper billing being done for the following
phone number 0120-4221025
The calls under the category Intra-circle are not being considered as
part of free usage. I have done a random check of previous bills as well
and there is a problem in all the bills.
Shockingly, it seems that there would be problem in the bills which
would have been generated for the past few years.
Customer care people have understood the problem but are refusing to
correct the old bills. Nobody has called me and discussed the issue even
after assuring that the problem would be resolved within 24 hrs.
It is quite shameful for such a big company to generate wrong bills and
then refuse to correct them!!
Resolve this issue ASAP and correct all the old bills of past 5 years
and credit the extra amount charged along with the interest.
Aman
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