I have an airtel prepaid connection.
I received an automated call from airtel customer care that my address proof is not verified and i should re-submit the documents within 24 hrs failing which my outgoing calls will be barred. As i was out of station at that time, 2 days later i went to an airtel office in Koramangala 4th block (Bangalore) and submitted the documents. They told me the services will be restored within 48 hours.By this time both my incoming and outgoing calls had been barred.
Even after one week the number continued to be "invalid". I kept calling the customer care. First time they told me that they had received the documents and that it is being processed and will be restored in 24 hrs.
Again after 2 days i called them again because there was no progress, the executive then took the complaint and told me that all my problems would be solved by 7th of june.
By the 8th of June and i had lost my patience and called them again, this time the executive told me that the number has been recycled and i had to take a different number. After expressing my annoyance at their customer service he transferred the call to a senior executive. Now this guy tells me that I was supposed to take a duplicate sim on the day of submitting the docs itself – point to be noted neither the airtel office people nor the ‘n’ number of customer care executives I had called before this had mentioned this. I think they expected me to “assume” that I need to take a duplicate sim.
Forgetting the past, I went to the same airtel office (Internet Point, koramangala 4th Block, Bangalore). I told them all that had happened. He had no answer to why they had not processed my re-submitted documents. Then I “re-re-submitted” the documents and took a duplicate sim which was supposed to be activated in 48 hrs ie on June 12th 5pm. Now its past 89 hours – and my number is still invalid. I called up the customer care after 48 hours and they are telling me that they have not received the documents yet and have asked me to get in touch with the airtel office again.
As if to assuage my fury, I learnt that I was not the lone victim of the irresponsibility of Airtel customer care. My friends who were trying to convert their postpaid to prepaid connection had faced similar problems. Also my relatives using Airtel in Kerala have also had such issues. Airtel might be good in coverage but our experiences give a very good picture about their customer service. Hope atleast after this complaint my number becomes “valid”.
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