I had opted for Airtel Broadband connection in Dec, 2009 through customer care. They said that first somebody will verify if a port is available and then only provide connection. So somebody from Airtel had come to my flat and said the port is available. Then he said if we pay for 5 months in advance then the sixth month will be free. So we paid Rs 3995 through cheque. He said the connection will come in 5 days. But no one visited and when we enquired Airtel Customer Care they said the port is faulty and the refund will be made in 15 days.

But several time follow ups they finally sent the cheque in the first week of Feb. Though the letter was addressed to me, the cheque was drawn on some company's name and the amount was Rs 500/-. When I made complaints about it they said that it will reach me in 8 days from Feb 6th. But so far I've not received my cheque.

Here are the details about the application form number and the complaints made:

Application Form# for Broadband: TBLR 0063331

Complaint numbers: 28049888, 28799318. The last one is 28994208. The customer care fellow closed this call without even bothering to verify if I had received the refund. When I escalated to escalation manager Anand, this fellow re-opened it.

They promised refund within 15 days but even after nearly 45 days, I've not got my refund. I have wasted more money in phone calls than the refund amount.

So I request you to kindly help me in resolving the issue.

Dear Customer,

This is to inform you that your concern has been noted and our team is eager to resolve it. In order to get to the resolution, we need to get in touch with you and gather more details about the concern. However, we are restricted by the absence of your contact details in your original complaint. Please do write to us at airtelpresence@airtel.in with your contact details (address and landline or mobile phone number).

We assure you that we are committed to resolving the issue to your satisfaction.


Regards,

Rakesh Kumar
Airtel Customer Service Team

Hi Team,



· I used to use Airtel Broadband 5 months ago. The number is 011-47096400.

· The account’s due were cleared then and account closed, have not used service more than 5-6 months

· I am using MTNL now

· On 14th January 2009, I had a make a payment to MTNL, by error I Made it to Airtel

· Transaction made through ICICI CREDIT CARD ending with 9014, through Net Banking, Rs. 1,322.00

· I called Airtel Customer care:

1. On 18th January at 12:23, Ticket number 28626592. Resolution: (Amount will be refunded Via cheque within 21 days + Call Back)

2. On 19th January at 11:41, Ticket number 28660150. Resolution: (Refund cheque under process wait for 21 days + Call Back)

3. On 29th January at 14:02, Ticket number 119439156. Resolution: (Refund cheque dispatch to my correct address)

4. On 9th February at 16:26, Ticket number 121211146. Resolution: (Please wait for 21 days)

5. On 18th February at 13:45, Swati Picks the call, I ask for supervisor, she hangs up

6. On 18th February at 14:02, Ahmed Picks the call, I ask for supervisor, Transfers to Zeba(Sup), she takes permission to place the call on hold & hangs up

7. On 18th February at 14:20, Wasim Picks the call, I ask for supervisor, Transfers to Banish Siddique (Sup), he takes permission to place the call on hold, puts on hold for a minute and then hangs up



I am left clueless so as to how to take it further. I was promised callback for all tickets, but never received a call back. No cheque received. Can you please help me, to get it channelized to the correct department/person. It is a shear torture.



Need your help.



Thank you,

Regards,
Chandan Mohanty

Dear Rakesh Kumar,

I've sent the details to the email id given by you. Hope this helps

Regards,

Sivakumaran

Dear Consumer Forum,

Immediately after lodging my complaint in this forum, I had called up Airtel on Feb 21st.

Since this is the first time I'm using this forum, I was not sure about the effectiveness

and hence made a call to Airtel.

On 21st, Anil, the escalation manager had picked up the call. I told him about the

complaint# 28994208 and he verified it and told me that it has been closed. He checked the

history and said that the cheque has been already despatched and can verify only next day

with the courier department why I've not received the same. I told him this is the second

time this is happening and asked why do they close the call without bothering to verify with

the customer about the resolution of the complaint. He bluntly said that it is not their

duty once they know that the cheque has been despatched. What a wonderful response, isn't

it?

I asked him whether he can reopen the ticket and he replied 'No'. Then he created new ticket

(29769262) and said that as per the message thrown by their system this will be resolved by

Mar 1st, 2010 11:30:00. On Tuesday, Feb 23rd, somebody from Chennai branch finance

department had called and said it is being processed and will take 2-3 days. So from this it

is very much clear that earlier response given by Anil is wrong and probably he was only

talking about the invalid cheque that had been sent 3 weeks ago.

The SLA time has passed and so far no call or nothing. Perhaps this call also would have

been closed and I don't have patience to verify this. I specifically requested Anil to

verify with me after the SLA time and he promised to do so as he is different than his

predecessors. Probably he might have felt that he may be setting wrong precedent as these

kind of gestures are not the wont of Airtel.

So the call has paased from Anand to Prasad to John Wesley to Anil to Rakesh Kumar (through

this forum) but my waiting saga continues...

What a wonderful customer care (customer careless?) is it!!! May the folk of this ilk grow

more and more so that we unfortunate people can bleed on which these folks can feed upon.

So I request this forum to advice me on the further course of action.


Regards,

Sivakumaran

Hello,

We have gone through your complaint and suggest you to first send a written notice to the Area Nodal officer, mention all the details in it and ask them for the refund with 10% interest + damages within the mentioned time in the notice, TRAI issued a guidelines in September 2003, that all the telecoms service provider refund the amount within the 60 days and the service provider also required to pay interest at the rate of 10% annum for delaying in making refund within the stipulated period.

Visit: Notice before filing consumer complaint for notice reference, wait for their reply and revert us back.

Hope this may solve your problem.

Thanks Advocate Sonia.

Do I need to send it through registered post along with acknowledgement? Is that proof enough that I had sent the notice before filing formal complaint? What if I don't receive the acknowledgment from them?

Also please advise if someone can review the contents of the letter before I send it to them?