Airtel Broadband Billing Issue

Unregistered · 02-16-2011, 09:00 PM

(This is an email sent to the Airtel Nodal officer on Feb 14, 2011) The same email explains my frustrating experience with Airtel Broadband & the fraudulent billing that has been imposed on me. Any help here would be appreciated greatly.

EMAIL ::::
Mr.Lalit Chabbra,

I got my Airtel Broadband connection on December 22, 2010, and was registered under the 4GB data plan (Rs.699 per month). My account number is : 16262652 (Name : Vignesh Dhandapani). On January 10, 2011 I got a bill showing Rs.3564 for my usage (around 15GB) which I believe was never made. I'm a conscious user of Internet and I had not exceeded even half of my usage. Also I received an email from Airtel providing my Airtel landline number as 08041286339 & my DSL ID as 08041286339_kk. But the bill showed the landline number "08042037752". Hence I thought my actual bill details were somebody else's bill amount. However I didn't want to take chances as my personal details were right. So raised a complaint on Jan 15, 2011. The resolution date given was Jan 24, 2011. I received just one call on Jan 21, 2011 and that was to confirm if I raised a complaint on my broadband billing. On Jan 26, 2011 I got another call from an Airtel guy who said he would like to explain my billing to me. He didn't tell anything significant. Infact when I asked him why is there a different number in my bill when I login to Airtel thru web / phone I enter a different number - for this quesion he said he will get back to me by Jan 28, 2011 to explain my billing & the landline problem. I got no calls from Airtel and when I called Airtel CC on Jan 29, 2011, I enquired about the status of my complaints - the CC representative told me that they called me on Jan 21, 2011 and that I did not respond, hence my initial billing complaint made on Jan 15, 2011 was closed. Also a different complaint about having two landline numbers was open on Jan 26, 2011. First of all, I got the call on Jan 21, 2011 only for the confirmation of my billing issue. Also when I questioned her about how they can close my complaint without my consent or any notice, the CC representative was getting on a argumentative tone which I felt was too harsh. After all argument, I raised another complaint to re-open my billing issue and she finally said in a challenging tone that Airtel people will call me before 6:30pm on that day - this never happened.

And on Feb 5th I got another call from Airtel representative who again explained I need to pay my bill amount but never addressed the problem of why a different landline number was reflected in the bill. She said that the billing was not related to the problem of having two landline numbers. I had no way but to raise my tone and ask her that when she has no idea of why there was a different landline number being shown in my bill how can she expect me to pay the bill. She said she will get back to me after checking it. After 30 mins she called back again and said that was the number was my old number and said that the landline number "08042037752" will be updated in my profile now, hence asking me to pay my bill. - How on earth would that convince me to agree that I have used the internet for Rs.3564. This issue had been open for around 20 days and when she called she never seemed to be aware of my bill having a different landline number. But in 10-20 mins she was able to come up with an answer while nobody else had the answer for 20 days. Also she gave me the Nodal officer's number for any further queries, as I was not convinced with her answer. I made a call to the Nodal officer "08041115338" - it was an IVR and unfortunately till date I have always got the response "Your call is very important to us.. please stay on the line.." with no human answer for around 2-3 minutes. This has happened a lot of times. Also a lot of times, the call would drop automatically. Again when I reached the CC recently, the guy asked me to contact the Nodal officer through email. And that is what I'm doing now. No offence, But I wonder about the purpose of having a phone to reach the Nodal officer when it remains unattended throughout a week.

Also I decided to choose the unlimited usage plan atleast till this issue gets fixed, after being given the date of Jan 24, 2011 for the resolution of the complaint raised on Jan 15, 2011. I was migrated to the unlimited usage plan as of Jan 21/22, 2011 as per a Customer Care representative - I got no official confirmation on this though I asked the CC for a confirmation of it officialy through email / SMS. It never happened.

Also in between all these issues, I had never been able to use my web account completely till February first week. Also the few times when I logged in, I was not able to see any usage related details or account unbilled usage. I had raised a couple of complaints on this also. Initially(between Jan 10-Jan20) I was given the answer that it will get resolved in 2 hours because of some maintenance at Airtel end, but it will never happen.

Today I called the CC as i was not able to login to my web account again (using the new login given to me "08042037752_kk" - also i have not been able to reset my password. When I type my username in the Forgot password option, it says invalid username. try again. I have raised a complaint about it again.

Also I came to know my current billing :::

My total bill as of now is Rs.5768
(From Dec 22, 2010 - Jan 10, 2011 under the 4GB plan) - Rs.3564
I havent got any information on my billing about the remaining Rs.2204 till now. I again emphasize that I have not used more than 4 GB in the first one month of my connection. (Dec 22- Jan22). And after Jan 22, I'm supposed to be billed under the unlimited usage plan (900 per month).

Unless I get a convincing answer I don't expect myself to pay my bills. Is there anyone from Airtel to help me here, before I decide to disconnect my broadband connection to end my 1 month of frustration..?

Please note : Incase you try to reach me and I'm not able to answer, please be kind enough to drop a message / email @ "wygnesh@gmail.com" so I can get back to you, instead of closing my complaint on the basis of "unanswered call" reasons.

Some of the complaint numbers : (I'm not sure which complaint number is for which purpose.. but all these complaint numbers are the ones that have the source at my incorrect billing issue.)
15-Jan::: 41982178
26 Jan::: 42335458
29 Jan::: 42440846
Feb 5:::: 42712416
Feb 14::: 43034962

Kindly acknowledge this email so I can be sure that my problem has atleast been read by the Nodal officer of Airtel. Also I'm eagerly waiting for your response on this.

Thanks,
Vignesh Dhandapani.
Mob : + 91 99802 67662

**Airtel_Presence** · 02-18-2011, 05:38 PM

Dear Vignesh ,

This is to inform you that your concern listed 16 Feb. 2011 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 Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@airtel.in

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**Airtel_Presence** · 02-21-2011, 11:02 PM

Dear Vignesh ,

I would like to inform you that your concern listed 16 Feb. 2011, 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 Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@airtel.in

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Unregistered · 03-12-2011, 10:37 AM

Dear Sir,

My airtel number is 01204139109 (account no. 15169432). I had got my complaint registered on 25.12.2010 and then on 2.1.2011 regarding a faulty wi-fi modem or power cord. My modem was not getting power most of the times, and I was not able to use internet during the period from 25.12.2010 to 25.2.2011, except on a few days. The technicians from Airtel came once or twice during this period and confirmed that either the modem or the power cord was faulty, but said that since the power cord was out of stock, they would be able to replace it only when it was available with them. After at least 10-12 calls made to 121 and 198, finally the power cord was replaced only on 25.2.2011, and the modem has been working fine since then.

I sent a mail on 2.2.2011 to ombudsperson'@bharti.in regarding my complaint, and wrote that the amount of Rs. 1,099/- charged as fixed broadband charges against my account in the bill dated 18.1.2011 for the period 17/12/2010 to 16/01/2011 was not justified, since my broadband service was disturbed during the relevant period. I requested him to intervene in the matter , to (i) direct the concerned airtel authorities to get the faulty modem replaced without any further delay, and (ii) to amend the bill dated 18.01.2011 accordingly, for failure to provide broadband services during the period from 25.12.2010 to 16.01.2011 (covered in the bill dated 18.01.2011).

Since I did not receive any response to my mail, I again sent a fresh mail on 8.3.2011 to Bharti Airtel and Omudsman'@bharti.in, requesting that the bill dated 18.1.2011 for the period 17/12/2010 to 16/01/2011 needed to be amended and the fixed amount of Rs. 1,099/- charged towards fixed broadband charges should be proportionately reduced from the bill payable amount, and that a revised bill for this period should be issued to me, to enable me to make the payment thereof.

I separately also lodged a complaint with Airtel Customer Care (121) on 26.2.2011 (SR No. 43526246) against the bill dated 18.1.2011. I received an SMS telling me that my complaint would be addressed by 5.3.2011. I also got a call from one Mr. Shaukat informing me that my request for rebate is being attended to and I would get a reply mail alongwith revised bill, by 8.3.2011. However, I have neither received any call nor any mail so far from Airtel.

It is unfortunate that despite my numerous calls and mails, I have not got any reply or response so far on my complaint. This is apart from the harassment meted out to me by not replacing the faulty power cord for 2 months. The company should have the courtesy to address genuine problems within a reasonable time, and if they are not able to do it, the least they can do is not to charge the customer for faulty service to the customer for the period of delay.

I would request an early response to my complaint.

Thanks.

(Sulekha Verma)
9013853668 (Mobile)

**Airtel_Presence** · 03-14-2011, 04:21 PM

Dear Sulekha ,

This is to inform you that your concern listed 12 March. 2011 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 Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@airtel.in

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**Airtel_Presence** · 03-17-2011, 11:21 PM

Dear Sulekha ,

We would like to inform you that your concern listed 12 March 2011, has been resolved. Should you have any queries please contact Airtel customer service at 121 or write to 121@in.airtel.com.

Regards
Rakesh Ranga
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@airtel.in

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manish_somani24@in.com · 05-31-2011, 02:22 PM

Dear sir

I am using Airtel broadband and I have made advance payment.

I have already registered complain on 12 Feb-2011 at Airtel complaint No. 42895580. And from Airtel representative told to me that your late fee charge will adjust in next bill (waiver given on late fee). Waver is given to me for Rs. 75/- but there after they are sending to me bill for late fee. my surprise i have again received Airtel bill no.295220374 dated 24.05.11 asking me to make payment for Rs.224/- which is charged as late fees for the month of Feb of Rs.74/- for which i have already got the waiver from your executive and again late fees is charged on this amount for the month of March and again late fees is charged on this for your current bill of May Rs. 224/- (i.e. Rs.74 + 50 March late fee + 50 April late fee + 50 May late fee). When I got waiver amount 74/- then why they are again and again sending me bill for that waiver amount and adding me every month late fee also.

My Airtel Number : (0731)4049702.

I have send regarding many mails to Airtel authority but there is no response from their side.

Manish Somani
+919926012206
manish_somani24@rediffmail.com

**daraj** · 10-29-2011, 10:11 PM

I would request all of you to be alert to this fraud committed by airtel. I have complained already.

without the user's consent they charge you Rs 100 for gaming every moonth if you have their broadband line.

complaint number is 6433342

They will have to refund ALL the charges from all previous months.

Failing which I will take them to consumer court. Let us join hands and take these guys to court for committing this mass fraud.

c.ravicharan@gmail.com · 11-30-2011, 08:57 AM

My airtel landline number 044-42149651-reconnection problem-no proper response from airtel-
my landline number 044-42149651. I discussed with airtel people regarding 3 months bill.
finall they told me to pay Rs.3300/- for three months bill.
I paid this amount on 31.10.2011 by way of cheque. .Now when I contact same airtel person,he was telling
I called nearly 100 calls to airtel office(customer care,legal cell,airtel office) but no proper response wrong number. For reconnection their response is very poor.
My business totally disturbed due to false commitment given by airtel on my reconnection.
My suggestion to all airtel customers is try go get written statement before settle the payment.

ON 28.11.2011 AIRTEL PEOPLE CALLED AND TOLD ME YOUR AIRTEL LINE WAS DISCONNECTED.
RECONNECTION CHANGED TO DISCONNECTION AFTER SETTLEMENT OF PAYMENT-
kindly try to arrange TO RECOONECT MY landline phone 4442149651.
c.ravichandran
9840293462
email: c.ravichandran@gmail.com

**kokila32** · 11-30-2011, 04:14 PM

Airtel broad band billing issue

My account number is 7005303444 and service request logged by appelate authority is 7780752 and 7980740,7532584

I have received bill around 6000 Rs for usage broadband with airtel. even after calling many times, response from airtel customer care is worst. i have done final level escalation with appellate authorities,still i didnt get any resolution for my billing issue.

I have informed customer care many times , we have not used internet for 26 gb in one month time and when i request them to give the duration and other details of usage , they are telling those kind of information is not shared with the customer.

Is there any way i can resolve this issue before going to consumer court for filling the case. if i need to file the cause in consumer court what kind of details are required...

Thanks in advance

Regards
KK

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Airtel Broadband Billing Issue

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Billing Issue, Frustrating Customer Service

Sulekha Verma

Broad band complain

Gaming charges-fraud committed by airtel

Reconnect- airtel landline 4442149651

Airtel DSL usage bill for one month 6000Rs

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