Dear Consumer Forum,

I have been using the Airtel Boradband services from November, 2009. Things were fine until December. When I received my monthly bill for 17th December, 2009 till 16th January, 2010; I was shocked to view my bill which had an outstanding bill amount of Rs. 1957 when I was only using Broadband services. Hardly any calls were made from the landline phone (0120-4372784) and they continuously billed me for large sum of amount stating calls were made to only 1 local number that too on a repeated basis.

I then called up the customer service on 23rd January, 2010 to clarify what has been going around with my connection. When I resisted that I do not want the services of Airtel any further, my call was transferred to Ritu (Ref: 118607088) in the retention team. She promised me that the exaggerated bill amount will be rectified and a consensus was made that I will make a payment of Rs. 1173. The remaining bill amount will be waived off and in addition to this, I will be also getting a waiver of 20% discount on my rental Rs. 749 for the next 6 months. Having learnt this fact, I duly made the payment of Rs. 1173 on 6th February, 2010.

Then I received my bill for 17th January, 2010 to 16th February and yet again I was shocked to view my bill. The bill again stated that an amount of Rs. 1957 was due this time. I called up the customer service to clarify things further. This time Eva (Complaint #: 29495896) on 12th February, 2010 from customer care confirmed that details are mentioned about 20% discount on the rental but it has not been approved as yet. She said that I will get a call on 16th February, 2010 confirming the discount of 20% on rental. To our surprise we did not get a call from anybody. Further the bill again stated that repeated calls were made to the same local number as it happened in January bill.

The fight had begun now. I was repeatedly billed on a fraudulent basis. Whenever my friends / relatives were calling me on my landline number, the message always said that our number is busy. When the phone is idle, how can it show that my number is busy. The only fact is that someone from customer care were using our phone to make their personal calls and they were billing us instead.

Now comes the question of passing on the waiver of 20% on rental. Everything got resolved (they waived off Rs. 1000 in total) however, when we asked about the discount which was promised by Ritu in January, 2010, we were nowhere. We called up Sudip (Complaint #: 30238914) on 7th March, 2010 asking about the discount. He said we will get a call on 8th March, 2010 (Monday) confirming the status on discount.

Yet again the same story was repeated. We did not get a call. Having learnt this we again took the pains and patience to call the customer care today (8th March, 2010, Monday) and spoke to Harish (no reference or complaint number given this time) who confirmed that the discount has been declined.

No further details were given and I was cheated by all means. At every step, it was me who took a step forward to resolve the issue and having learnt that Airtel is genuinely concerned about the pains I suffered, they offered me a discount of 20% to retain me as a customer.

Dear Sir / Madam, I (Sandeep Kumar Jaiswal) hereby request you to help me raise my voice further and get this issue resolved. So much so, I do not wish to continue with the services of Airtel anyfurther. They have really tested my patience. I also esclaated this issue to nodal.ncr@airtel.in, appellate.ncr@airtel.in and linda.clarke@airtel.in, but I have not received any communication from Airtel's end which signifies the level to service and satisfaction they provide to their esteemed customers. As a matter of last resort I had to contat you to help me resolve this issue.

For any further queries / suggestions, please feel free to contact me.

Warm Regards
Sandeep Kumar Jaiswal
Airtel Number: 0120 - 4372784
Mobile: 9311834009
e-mail: sandeepjaiswal2403@gmail.com

Dear Customer,

This is to inform you that your concern has been noted and our team is working on a resolution. At the outset, we apologize for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.

Regards,
Rakesh kumar
Airtel Customer Service Team

Dear Customer,

I would like to inform you that your concern listed on 8 March 2010, has been resolved.

Should you have any queries please contact Airtel customer service at 121 or write to 121@airtel.in

Regards,
Narinder saini
Airtel Customer Service Team

Dear Narinder,

As we discussed today in the evening, I have not yet received your mail confirmation.

I want a written mail confirmation failing which, I shall not be proceeding towards any resolution offered specifically by Airtel. Further, do mention that as promised by the retention team, a discount of 20% will be applicable for 6 months (17th January, 2010 - 16th February, 2010 to 17th June - 16th July, 2010) on monthly rental of Rs. 749.

Warm Regards
Sandeep Kumar Jaiswal
9311834009

Dear Customer,

I would like to inform you that your concern listed on 10 March 2010, has been resolved.

Should you have any queries please contact Airtel customer service at 121 or write to 121@airtel.in

Regards,
Tarun
Airtel Customer Service Team