Hi,
Just wanted to bring to your notice my experience with Airtel, and the end of which I am sure you would contemplate the kind of services Airtel is offering to customers. I am also sending a copy of this mail to TRAI & DOT.
We had applied for a Airtel wifi connection (ref LL no 0120-4320894) in the month of aug.
• At the 1st stage I had paid the complete payment at your Sec 61 Noida store and I was committed that the connection would be done within 7 working days. But all formalities were completed after 20 days after I made 2-3 escalations to your office.
• Anyway after the connection was live for the last 3 mths I have not received a single bill from your end. Neither a hard copy nor on mail. In the month of sept I walked into the sec 61 noida store and raised the concern. Much to my surprise they clearly declined to help out and asked me to visit sec 57 store to get the bill. Quite surprising to note that a customer had come to make a payment and had asked for the bill but company officials didn’t entertain the request.
• After that I didn’t make any effort from my end to get the details. In the month of sept / or early oct I then got a call from your call center stating that I haven’t paid my dues. I highlighted the case to him. He informed me that my E bill was not activated and that’s why I wasn’t getting the bill. My question to him was if a customer has not applied for e bill isn’t it mandatory for the operator to send the hard copy of the bill. Then why didn’t Airtel send me a hard copy. For this obviously he didn’t had any answer. He informed me about the pending amount and told me that he would activate E bill. I thereafter within 2 days cleared by dues.
• Even after clearing my dues in oct, I didn’t get any bill for subsequent mth. Hence I again called up the call center, where they told me that the e mail address apparently was wrong. I still have the copy of the application form that I had submitted at the time of activation and it clearly shows the right email address. Then why airtel records have a separate address. I asked him to send me hard copies of the last bills (which he promised that I would receive within 7 working days) and activate E bill. The agent gave me an SMS syntax which I was supposed to send to a short code. And as usual the short code wasn’t working. And so I again called up the IVR and subscribed to E bill online.
• Now more than 15 days have passed and still haven’t received the hard copy of the bills. Hence yesterday (and now for the last time) I called up your call center again. Some agent by the name Priyanka answered the call. I gave the entire history to her and asked her confirmation whether e bill is activated or not. But Airtel living upto its image – the systems were down and she didn’t had any answer. Since no resolution was provided to me by her, I asked her to make me speak to the team leader. The floor manager by the name Asif came on the call and he also had no answer because the system was down. Anyway I asked him to arrange for a call back to me to resolve the case, which he promised. but it was obvious I would have not got the call.
And that’s why I am wasting my time writing this mail to you. I wonder even after this mail someone will respond. And will the concerned people be pulled up and processes visited.
Hence I am escalating the matters to TRAI stating that customers are being asked to pay without providing bills to them.
I wanted these bills, so that I could have claimed it from my company and because of these delays I have lost approximately Rs 4000 worth of claims, apart from the stress of following up and running from pillar to post. I am also filing a case in consumer forum on this case.
Ashu Kapoor
9811022265
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