Dear Sir,
I am holding account no 3005796253 for Airtel DTH services at Thane- Maharashtra India.
On 20th May I had deposited cash of Rs 300 as a refill amount with Airtel customer service representative Mr Anil (Mobile No 9028970190) who is located in your office at Castle Mill Thane in Samsung Showroom of Mr Jain.
While handing over the amount, a very clear insturctions were given in writing on a paper to change the existing package to Gold package costing Rs 177 per month as it was necesary for me due to the children's exams to discontinue the English Movies channel.
To my utter surprise, I received on my registered mobile the SMS's on 22nd May informing to me that "Ultra" package has been activated and the burn rate would be Rs 12.51 per day on this package.
Since I had never told to activate this package, I immediately called back the concerned representative to revert the package to Rs 177 per month package as requested by me.
He has however informed that there was some mistake in your system which has activated the package "ultra" wrongly eventhough he had put a request of the package desired by me.
While, it was insisted on him that this package is not required and he should outrightly discontinue this service, it was informed to me that this is not possible due to technical reasons and I will have to live with this package for a month and cannot be deactivated. It was assured that Airtel can compensate me with Rs 400 for this loss by additional charge coupen after ending the existing balance of Rs 400 on this account after a period of around 1 month only,
Since the concerned person was not able help on the matter, I had approached his superior Mr Rahul (Mobile No 9892049627) who had patiently heard the complaint. SMS was sent to him giving account details and the mistake created by Airtel personnel with a request to correct the situation. He has however informed that he is going out of station and could not help me till the time he comes back after a week.
It was assured by both the above personnel that they will correct the situation and the papers have been referred to your Nodal office for the necessary corrections and activating the correct package.
I had also tried to contact Mr Rao Nodal officer but never found him available and after lot of contacts on telephone no 02240213261, the customer service representative came on the line informing that there is no need to register the complaint and he will get the concerned Mr Anil on teleconference to resolve the issue.
While he got the concerned personnel on line there was no solution from Nodal office but only to listen and assure that they will refer the matter and resolve.
The matter in this fashion is never resolved by any of the above personnel and the balance on my account is depleting @ Rs 12.51 per day for no fault of mine and I am forced to take whatever is offered by Airtel Digital services at my expenditure.
Today on receiving the several sms on my registered phone that my account is getting expired and I should pay immediately today itself the the amount of Rs 400. I had contacted the concerned Customer care representative Mr Anil if he could resolve the issue and atleast discontinue my services for the unwanted programme. I have been told that he has put a reminder in his phone to cancel my connection by 23rd June when all the balance will be exhausted and then only he can get a revised package created for me.
Mr Rahul his immediate boss is not reachable and it is pity that such a big Group of Bharati Airel does not have a proper system to address the customer Grievences effectively by appointing responsible agency.
I hope if not atleast Managing Director of Bharati Airtel would address and look into this aspect of customer redressels.
REGARDS
SHIRISH R POTNIS
B-402
Shreeji krupa No 2
Near Rutu Park,
Majiwade,
Thane 400601.
Maharastra
India
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