Telephone No : 01145516706
Account No : 12628071
Billing Cycle : 23rd to 22nd of each month
Residence Address : A-81, Vishrantika C.G.H.S. Plot- 5A,
Sector-3, Dwarka, Delhi-110075

(CONTACT ME ON MY MOBILE 9871115469, NOT ON THE LAND LINE)
Hi,

This is regarding a complaint for Airtel Broadband, the negligence of Airtel not to change the plan to Impatience 899. Called on 11th May'2010 to change the plan to Impatience 899 (4mbps speed until 6GB and after that the speed drops down to 256kbps). Was assured that the plan would change straightaway and there was no such period given of 5 working days to change the plan which was told to me afterwards, it gives a clear proof if the call was recoded. So I started the download on 11th May'2010 assuming that the plan is changed.

1st call made to Customer Services:
Once I received the bill dated 24th may'2010(bill period 23rd Apr to 22nd May) which was Rs.7598, I called customer service on 29th May'2010 to which I was informed that the plan got changed on 24th May'2010 instead of 11th May'2010. Spoke to an advisor 'Akanksha' who calmed me down by raising a complaint to the back end team and remove the charges(Complaint No:33238962, Interaction Id: 138557088). Was told that the back end team would give a call by the maximum of 1st June'2010 at 6pm. Its so shameful that I never received a call at all.

2nd call made to Customer Services:
As I never received a call from Airtel so called again on 2nd June'2010 and spoke to "Anju" an advisor who advised that the previous complaint made on 29th May'2010 was closed by the back end team and after going through the whole story again she agreed that the charges should be removed but said that it is not under her authorisation so she again reopened the same complaint and gave me the Interaction Id:139244044

3rd Instance when I go a call from Airtel Customer Services:
On 3rd June'2010 I received a call from Himanshu an advisor who said that he will waive off Rs.2500 from the bill. He was bargaining as if I was buying vegetables form a street hawker. I denied him by saying that the waiver should be Rs.6509 after calculating the bill. So he advised that I should wait for a call back and they will arrange a waiver for me.
Its awful that I have never received a call from Airtel and now Airtel wants me to pay as the due date is 12th June'2010.called on 11th May to change the plan to Impatience 899 which means that after that I should not be charged anything for the download I make the whole month as the plan is unlimited and after 6GB its only the speed which decreases and not the download which is unlimited.
The bill would not be paid untill and unless the charges are not waived off. As all the calls are recorded its very clear that if the call dated 11th May'2010 is listened in which the advisor does not inform about the plan changing over after 5 working days. Even though the days between the request which was made on 11th May'2010 and plan changed on 24th May'2010 is not 5 working days, it is 14 calender days
Two occasions on which I called customer services onto which the advisors agreed that the bill is totally wrong and there should be a waiver and even I understand about the term pro rata basis.
According to the earlier plan the download usage was 2.96GB before the 11th of May'2010 when I called to change the plan to Impatience 899. As pro rata basis the allowed free download usage before 11th May'2010 according to the previous plan is 3GB. So that gives a clear explanation that nothing over was used before 11th May'2010 which was chargeable so its only the rental charges that should apply acording to pro rata basis which is Rs. 449.40(excluding taxes) for the period from 23rd April till 10th May and after 11th May the plan should be changed to Impatience 899 in which the download is unlimited, though the speed decreases after 6GB to 256kbps but the download limit stays unlimited. So according to pro rata basis the rental for the plan from 11th May till 22nd May is Rs. 359.60(excluding taxes) and the call charges are Rs. 177.58. So after calculating these three figures the total come out to be Rs. 986.58 which exludes taxes and even if taxes are added for alet say Rs.100 then the total bill come out to be Rs.1086.58 which is the exact ammount tha I am expecting and if Airtel wants the calculation of the minutest KB then plz contact me.
The bill would only be paid once I received a call regarding the same.

4th Instance when I e-mailed the nodal office team:
Nodal officer named Manisha called on 19th June and we had a long conversation of half an hour which showed some hope as she at least agreed that the bill is incorrect because the charges of download usage from 11th may till the end of billing period needs to be waived of. She gave me assurance that she will give a call within an hour after calculating the amount to be waived off but she never did and I got a call from her after 3 days which is again awful on part of Airtel being one of the leading providers, that is what I thought before having this wonderful experience with customer service and nodal officer since 25 days and when she gave a call, it was again shocking as to what nodal officer Manisha says that she is only able to give a waiver of Rs. 2000. When asked that how does she justify or calculate this waiver of Rs. 2000 to which she says that she can only give a waiver of Rs. 2000 and nothing more than that even if the waiver that is justified way more than that which is approximately Rs. 6509. I believe that Airtel does record customer calls and specially when its a high level escalation to a nodal officer so I would appreciate that if that conversation is listened which clearly gives an explanation that she does agree on the waiver of which is justified but says that she is helpless to give any such kind of huge waiver and cannot go beyond Rs. 2000. I would appreciate if this is been looked into. Date when nodal officer 'Manisha' called was 19th June and the Interaction Id: 20100614.

After that I got a call from collections on 22nd June at 4:30pm by Ronika to whom I again explained the story to which she put me on hold and came back saying that her supervisor isn't able to give a waiver of that amount. I asked her that did she explained the query to the supervisor but how could she do that because even I didn't explain her.

I would appreciate your response and if the resolution remains the same as nodal office team then please let me know the next step of escalation or will that be consumer court.
This is the awful experience which I am facing with Airtel on grounds of Airtel's negligence and carelessness.
Contact No.: +919871115469

Response is awaited and if necessary to contact please call 9871115469

Its a reminder that about 20 days back I heard from appellate officer Paramjeet Kaur Interaction ID-142965741 and its already been 25 days since I sent a mail to the Appellate Office and there is no news since then. Paramjeet Kaur called and I explained her the query in detail and she adviced that she will get back to me within couple of days and its been 20 days no news and Airtel disconnects my broadband every now and then which is a real disgust. Its been twice that my broadband is disconnected. Airtel should have co-ordination among departments that if the situation is been dealt by the higher most athority Appellate then they should wait before disconnecting so that Appellate can resolve it.
Its been 2 months and I have not got a resolution to it. IF MY LINE AND BROADBAND GETS DISCONNECTED AGAIN UNTILL THE QUERY IS RESOLVED THEN I WILL BE FORCED TO DISCONTINUE MY CONNECTION WITH AIRTEL AT ONCE AND MOVE TO A DIFFERENT ISP.


Regards
Johri Kushagra

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 14 July 2010, has been resolved.

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

Regards,
Kuldeep
Airtel Customer Service Team

Broadband ID: 15352125
Landline no: 044-43842495

Contact Mobile: 9840289165

• My aritel broadband connection and the landline connection is not working for the past 15 days.
• I have raised three tickets given below and all were closed without being serviced.

• I have made 7 calls in all to aritel customer care without a solution yet.
• Below listed art the tickets raised for the problem.
37335652
37224420
37119182

The worst part is the executives never even gave a call or visit to look in to the problem.

CC gave a escalation point contact: Nodal officer Jeyaraj 044 42100356. The line is redirected and he is not picking up the call the whole day.

I have already started using Tata P+ from my friend. After all I cannot afford my business suffer in the hands of Airtel's negligence and indifference.

The whole concept of raising a ticket with CC is fallacious with Airtel as they close the ticket without,
* Responding to the ticket creation
* No calls or visits from the field executive
* Never bother to check if the problem is resolved before closing the ticket.

Hugely disappointed and going to recommend to my friends not to go for Airtel, lest they might suffer the same mental agony.

Dear Customer,

This is to inform you that your concern listed 8 Sep 2010 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

Hi ,

I think i made a biggest ever mistake of my life by thinking to change the account name on my airtel postpaid connection to my brothers name.
I have 1 primary mobile number ( 9980164046 ) and 2 addon numbers to it ( 9902064046 and 9008317047 ) and i used to get a single bill for thses 3 mobile numbers for 5 years and then i submitted all the documents for changing name on the account to my brothers name.
I also paid a deposit which airtel asked me to pay but despite of that the name change did not happen till date. I have been with airtel n number of times wasting my precious time for doing nothing but these people are not ready to do this.
Now i have been provided an option by the APPLET team for their mistake.
Airtel is asking me to pay the deposit for the other 2 add on numbers and also wants me to go to their outlet once again along with my brother and submit the documents once again for other 2 numbers. I really pity on Airtel for appointing such people who cannot even think that a copy of the documents can be taken once again to avoid the inconvenience to the customer. I think i have to end my long relationship with airtel as these people are not trustworthy any more and only look at making money. I really cannot understand why would it take 5 months to do this 5 mins job. I am also planning to go legally aganist Airtel for wasting my time and also frequently disconnecting my outgoing and incoming facility.

Dear Vinay,

This is to inform you that your concern listed 26 Oct 2010 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 Vinay,

I would like to inform you that your concern listed 26 Oct. 2010, has been resolved. Should you have any queries please contact Airtel customer service at 121 or write to 121@airtelindia.com

Regards,
Rakesh Ranga
Airtel Customer Service Team