I own 2 postpaid mobile numbers from airtel. i regularly deposit their respective bills on time. Last month i.e on 12th sept i deposited both mobile bills on one of their outlet in Udaipur (Rajasthan) and thought they are paid, after many days of notification of unpaid bill i called up customer care and asked them to look into the issue as i had already made the payment. They asked me for the receipt numbers. I provided them with one but i was not having the other receipt as i had already submitted it to my company for reimbursement but somehow i managed to get both the receipt numbers and provided it to them. The concerned person i talked to was Ms. Sarifan. She told me she will call up their outlet to confirm the situation as cash was paid for the bills and it should have got cleared within 24 hours of payment. After asking to do so by Ms. Sarifan i provided the mobile number for their outlet where i deposited the bills. Till evening after getting no solution and perceiving a condition where i would be entitled for a late fee as my account was not paid i went to the same outlet and made a query about my bill. This was on 27th sept. The responsible person told me that it will be paid within 15 minutes. The bills were paid within an hour. I received no calls from airtel regarding this issue after that.
This month again i deposited my bills on the same outlet as there is only one alternate option of a distant airtel outlet available.
Bill payment detail for 9928016442:
The date was 13-oct.
Bill was paid in cash.
Outlet Name: Agarwal Telecom
Receipt number: 2685
Amount: 750/-
Mode: Cash
Bill payment detail for 9928016441:
The date was 13-oct.
Bill was paid in cash.
Outlet Name: Agarwal Telecom
Receipt number: 2684
Amount: 200/-
Mode: Cash
i called up airtel customer care on 15-oct and gave all this detail to Ms. Sarifan and told her about the same problem arising again. I also asked her about my last complaint status. She told me that the complaint was closed and that a call was given to me for the same telling me that the reason for delay in payment was cheque delay. I asked her that if the mode of payment was cash and mode of updation of my account with airtel was cash how could there be a cheque delay and where is a cheque at all involved? she told me that she would look into the matter and asked me for a day's time to call up and talk to their outlet meanwhile i should talk to the nodal officer and provided me his number. The next day i called up again and asked for a resolution the reply Ms. Sarifan gave me was have you talked to the nodal officer? i said no she asked me to talk to him and said he would be able to resolve the issue. I asked her to launch my complain and asked her to provide me with the the complain number to which she said she cannot raise a new complaint if earlier one is not closed. I called up the nodal officer and told him the issue. he asked me for the contact number of the outlet.(i dont understand why hey dont have a contact number of thir own outlet...) i was not having the receipt handy so i told him i will provide it to him in a minute. when i called up again nobody picked up for a long time. in the evening i got a call and the lady name Ms. Heena she asked me if the issue was resolved i replied no and asked her to call me when they have a resolution to my issue which was not only delayed payment but manipulation of my funds for a long time. She said we will resolve your issue very soon and give you a call in half an hour. No calls after that for the day.
Date: 18-oct
Ms. Sarifan called me and asked if the issue was resolved i said no the issue is not resolved and asked her that neither nodal officer has replied on my complain. She asked me to note down my new complaint number and said issue will be resolved by 21st oct. I was now loosing my patience and she added can i go to the outletand request them to make my payment? Now i was not able to tolerate it anymore i asked is this a joke? I asked you to launch a complaint 2days ago and you are doing it now then you don't know the number of your own outlet, and you are asking me to make a request to the faulty person to make a payment which states i am a person who is idle for the whole day.
I have all the receipt copies and the proofs of the payment mode.
concerned persons: Ms. Sarifan (Customer Care)
Mr. Raj (Customer Care)
Mr. Prakhar (Nodal Officer)
Ms. Heena
Please Look into the matter.
Ranjitsingh.
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