Airtel DTH
Airtel multi-room connection double payment refund

Customer ID 3000985090

I'm an existing Airtel DTH customer with a requirement for a multi-room connection. I went through the online information on a multi-room connection and contacted Airtel on 12150 on Friday November 5. I was put through to a new Customer Service Representative (CSR) who was learning her job, being assisted on the job by an experienced representative.

Having been taken through the payment via IVR option, I paid Rs.1199 via credit card via IVR, for a multi-room connection which was confirmed by the CSR when the call went back to her after the IVR payment. The connection was promised within 24-48 hours. However, when I contacted the callcentre on Monday November 8, I was told that there was no such payment made and I was asked for a Transaction ID, which wasn't given to me by the CSR. After multiple calls and much frustration at the following :

1. Poor language skills of the CSRs.

2. Good willingness to help but inability to help because of lack of appropriate knowledge (for e.g.none of the CSRs knew how to offer a multi-room connection on my existing account - they kept transfering me to the Sales department who did'nt have my account details and hence created a new account with the same details)

I landed up once again making a payment of Rs.1199 via IVR using my credit card (this time round I was given a transaction ID 11740785). This was at 6:30pm on Tuesday November 9 for the same product for which I was earlier informed that the prior payment didn't go through.

So now I've paid twice for the same product - I still keep calling up Airtel call centre on 12150 (it's outsourced to First Source) and I keep talking to very willing CSRs but none of who are able to help with refunding the amount that I've paid twice and guess what - I still don't have my multi-room connection. I do hope someone reads emails on this ID because it's necessary for any service provider to listen to customer complaints and act on them immediately.

Company: Airtel DTH
Country: India
State: Andhra Pradesh
City: Visakhapatnam

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