Sir,
I have been using my landline number for over 4 years with Airtel and did not have much of an issue with the services but when i decided to close the connection as i was moving out of chennai - i had recieved several calls from Airtel trying to convince me not to close the same. But when i had told them that i wasn't going to be available in station and only my old parents will be around and there would be no PC for broadband too, they convinced me by stating that they would deactivate all the services except the voice calls and also told me to downgrade my voice call to 499 rental per month plan. Since the plan was attractive and i had trust in Airtel services at that time, i had agreed and the same was done. But when i moved out of chennai too, my father used to tell me the bill amount and i used to pay it through the airtel.in online account.
On Dec 23rd 2011 when my father told me that he is constantly recieving calls from Airtel to pay the bill, i had a small doubt that i might have paid the bill and since my parents themselves were not in station in the month of November and October for long and only for a few days, i was not sure of how the bill amount came to Rs. 800 plus. When i got online and downloaded the bill from the airtel site and checked i was in for a shock that i was overcharged Rs. 284/- every month right from Mar till Dec for DSL usage charges and when i enquired with the customer care they told me that i have activated the Games on Demand and PC secure services for which the same is charged. I told them that since i had requested every other services except voice call and since my broadband is also deactivated and my computer is also not there anymore how could one use these services when broadband itself is deactivated, they told me that the billing department just sees the services and charges.
They however told me that they will raise a complaint (Complaint # 9531746 was raised on 29th Dec). This complaint was supposed to be resolved within 48 hours but was closed after a week stating they are unable to reach me. I escalated it again to the Nodal office on Jan 21st 2012 and gave them my contact number incase they are unable to reach my landline (as usually my parents will not be in the house) and raised a new complaint with complaint # 10681642 which was supposed to be resolved before 1st Feb by 06:30 pm or before. But when my father told me that he is again getting calls there in the landline and even after telling the guys to call me they didnt call me. So when i took the matter again in my hands and called the customer care executive - he was very rude to me and even told me that Rs 284/- was to be adjusted in the next bill and that complaint is closed.
When i told him that the issue is for 10 months totalling to Rs 2840 /- and not 284 /- for one month they disconnected the phone. I tried again with no hopes of connecting to the same executive and the new customer care executive telling me the same story and that she cannot help.
I have escalated the matter now to their Appellate officers and expect a resolution soon but so far i have no indication on how to get back those overcharged amount.
I need some help here.
Regards,
Bharat
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