Airtel
Blackberry Internet Service (BIS) not deactivated even after request is registered

Hi,

I am an airtel postpaid customer (9746377666) and had requested a cancellation of my Blackberry Internet Service (BIS) plan on 21st April. My request was attended to by Mr. Rahul, Customer care representative and i was promised that the BIS service would be deactivated shortly and i was supposed to recieve a confirmation on status by 2nd May. I was promised that i wouldn't be charged for the BIS plan charges for the next billing cycle as well. I didn't recieve any update either by sms/email or call.

Today, as i rang up the customer care number, they acknowledge that my request was recorded on 21st April. When i asked for a status update, the executive told me that there is a system update going on and it would take another 4hours for them to get the system up and running. Out of my curiosity i asked what would the the SLA for deactivation of BIS service, for which i got the reply as 3-4days. Its more than 3weeks since my request is pending. The customer service agent told me today that i would be charged pro-rata for the BIS till its actually deactivated.

Myself and family have been loyal users of Airtel services and feel there is a marked difference now in the customer service approach of Airtel. Last incident we faced was the internet plan on mobile of my spouse changed without her knowledge and the bill amount came upto Rs.4000/- which eventually Airtel admitted as a system error and we got the usage charges waived. I have been using Airtel for the past one year and i feel i cannot trust the services/billing any more. I am promised a status update today from the customer service in another 4hours, failing which i would be sending a request to cancel my mobile connection today. i believe folks from Airtel would take a note of this and do the needful.

Thanks,

Georgy

Company: Airtel
Country: India
State: Kerala
City: Thiruvananthapuram

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