Giving the date details for clarity
i got the connection from 4th of June - Rs 899 Plan Unlimited.
i request for a plan change to Rs 1299, 2Mbps Unlimited plan from month of July but they had migrated to Rs 1199 Plan 2 Mbps Limited and it was there since then.

Also, please do not mix this complaint with a recent plan change request given on 5th of September to migrate to a 4 Mbps plan.

Also, even though the contact details are there i have not received any mail communication from your side. Hence when the plan was migrated to Rs 1199 i was unable to verify at all and i trusted YOUR call center person who called me and told me that it was a 2 Mbps UNLIMITED plan.

Please reply with the status update on this.

Originally Posted by rnganti

The complaint is regarding the Overbilling and wrong plan migration for my account and the subsequent non-responsiveness for the complaint I raised for the same.

I had applied for a Airtel Broadband connection for Rs 1299, 2 Mbps UNLIMITED plan (30 GB fair usage) and had paid Rs 1299 as an advance payment.

For the first month, for some unknown reasons, I am given an Rs 899, 512 Kbps Unlimited plan and told that I will be migrated to Rs 1299 plan from next month. So next month I call up again and ask for the plan migration to Rs 1299, 2Mbps UNLIMITED plan and I am told that I am migrated to that plan (I got a call from Airtel 2-3 days after my request confirming the details).

But to my complete surprise at the end of month I am given a Rs 12000 bill instead of Rs 1299 saying I am in a Rs 1199 plan which is a 2 Mbps LIMITED plan!!

• I raise a complaint immediately on 14th September (number 4053194) and I am told I will be responded to by 16th Evening 4:30 PM. But there was no response what so ever.
• So I call up on 17th Sept again and I am told I will get the resolution by 18th Sept but again no response.
• Again on calling on 18th Sept after talking to multiple people I am connected to the escalation team and a lady promises that she has sent it to appropriate team and it would DEFINETELY be resolved in 48 hours (so by 20th)
• But there is not response what so ever and I call up on 21st and same story that it is being looked into.
• Today (22nd Sept) I again call up and try to reach to the escalation team and I am routed to some unknown teams (mobility team in Chennai!) and I am asked to call back again in 1 hour.

This is all so unbecoming of a large reputed company like Airtel. I expected lot more professional response from Airtel and all this after I am told that I am getting a preference connection as I am a valued Corporate Customer!! I am not able to understand how one team call me up and confirms that i am getting a Rs 1299 unlimited plan and another team gives me a Rs 1199 Limited plan.

And this is when I am not even mentioning the problems that I had faced at the start of the connection where even after 15 days of application I was not given any connection

Please look at this on priority and resolve this. Anticipating for a quick response. I will also try to connect to the escalation team meanwhile

6 month plan but bill generate every month
22.8.11 3030/- bill bhara
but and next bill 22.2.2012 generate.
already complain are logs but not solution
07572406389 itarsi mp
dec month bill is 5700/-

To,
Bharti Airtel (Limited),
New Delhi-110030.
Sub: Mental Harassment of a consumer given by Airtel Bharti Ltd.

Reference no-03340655028
Complain no-20686340;20160888


Dear Sir,

I, Saloni Gupta, resident of Kolkata recently migrated from the 499 plan around 22nd July which allowed me 3GB of free internet usage to the monthly rental plan of Rs. 699 which allows me 6GB of free internet usage. When the plan was activated I was told specifically that I could use the 6GB for free for the remaining billing period from the date of migration and my airtel internet account showed the same in the unbilled section.After repeated confirmation from the tele caller and my login too showed free data usage to be 6GB,I accordingly used my interner data. On 5th August I received a mail from your end that said that I had used 80% of my data, after which I ensured that I did not exceed the limits. You can verify this by checking the usage records. However, today on opening my airtel user id, I was shocked to find that I'd been billed for Rs. 1541.09. A gross overstatement of what my bill should've been.On calling the customer care I was told that I had overused my data and that I was charged accordingly when I had done nothing of
the sort. Your executive was largely unresponsive and not helpful at all which has prompted me to take this step. Subsequently I contacted your customer care centre on Park Street. I was made to wait for more than an hour and was told that my copmlaint had been "registered". Following this, I received a call from your end and I was told that I had overused data on my DSL. On explaining the issue I was then told that the Customer Care Executive may have been "new" and may have made a mistake. I immediately sent you a mail calling for a fast response and I received a vague and non-committal reply once again. I was then forced to pay the bill barring disconnection, and was told that YOUR mistake would not be rectified.

I also would like to show some facts which highlight the negligence in services by your company Bharti Airtel Limited sales and customer care and also exposes the pathetic response you give to your customers:

1. When I received the confirmation call from your call center and I was specifically informed that I would get free usage upto 6GB, which I verified with your online portal, but now I am told it is not so. Kindly tell me what is the use of confirmation call or checking the data usage online.
   
2. When you sent me a mail telling me I had used 80% of my free data, following which I limited my data consumption, pray tell me where this "extra usage" comes from?
   
3. Instead of rectifying the problem, your customer executive is being vague and non-committal. Is this how customers are to be treated?
   
   
4. Instead of reviewing your system please train your call centre executives who are totally misinformed about products and have commited and reconfirmed that I will be entitled to 6gb free usage on 23rd july.Kindly listen to the recordings and tell me if I have erred in my judgemen
   
5. In spite of repeated requests, you have not arranged for a call with anyone who has any authority or responsibility to take care of this matter. I have been forced to run from pillar to post abandoning all my work to get this sorted and you have behaved unprofessionally and downright rudely in your actions.

Please note that I have been subjected to intense mental agony, depression and harassment and have decided to report this matter to the higher authorities as it has not been resolved within a reasonable amount of time and you don't seem to have taken any concrete steps regarding the same.

Regards,
Saloni Gupta.
Ph: 9830330150

Namaste Ms. Gupta,

This is to inform you that your concern listed 03 Sep 2012 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.

For any queries you may have you can also get intouch with us at www.airtel.in/airtelpresence
Regards
Rakesh Kumar
airtel Presence (airtel Customer Service Team)
bharti airtel limited
airtelpresence@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services

Twitter - Bharti Airtel India (Airtel_Presence) on Twitter
Facebook - Airtel Presence | Facebook
Linked- Airtel Presence (Bharti Airtel LTD) - India | LinkedIn

Namaste Ms. Gupta,

This is to inform you that your concern listed 03 Sep 2012 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 as your contact number is non contactable, we have sent a sms for the same. Please share the required details with us at www.airtel.in/airtelpresence .

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

Regards
Deepak Mohod
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@in.airtel.com

Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services

Twitter - Bharti Airtel India (Airtel_Presence) on Twitter
Facebook - Airtel Presence | Facebook
Linked- Airtel Presence (Bharti Airtel LTD) - India | LinkedIn

Namaste Ms. Gupta,

We were waiting to hear back from you. Since you haven’t written in yet, we trust your issue has been resolved. If you still need assistance, we request you to Please share the required details with us at www.airtel.in/airtelpresence

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

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

Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services

Twitter - Bharti Airtel India (Airtel_Presence) on Twitter
Facebook - Airtel Presence | Facebook
Linked- Airtel Presence (Bharti Airtel LTD) - India | LinkedIn

Below is the email i wrote to Airtel Customer service a few days back...
------------------------------------
Hi,

I am an Airtel customer for a long time - My a/c no: 13081811

I would like the disconnect my landline with airtel due to billing discrepancies and over-billing that airtel has been doing. I've got multiple calls from airtel for the outstanding billing and everytime i have narrated my story the executive says they will check and get back and no one gets back.

I am currently on a plan of 2150 per month which gives me 8MBPS broadband. There are plans available for 1600 which give 16-20 MBPS speed and i had asked for it to be changed on Dec 2012 but i was informed that this can only be done from the "next" billing cycle. I did ask it to be done on a pro-rata but i was told that this is not possible and it will be done in the next billing cycle.

Anyhow, this was not done at all and i am being expected to pay more for lesser speed from past 2 months? Can you please stop all services as of immediately. Because i am not going to pay a single rupee from the time that you receive this email and want a clarification on what can be done to correct your mistakes. If you think you cannot do anything, please disconnect my connection immediately.

Thanks,
Renison
--------------------------

I have followed up multiple times through email with the executives who called me and on email.. and in the end the answer i get is -

We will go ahead and cancel you account and "we would also like to inform that your concern regarding billing will be addressed post cancellation". ANd i cross-checked with the executive that i am going to cancel account because you are not correcting the billing and you are saying that the billing can ONLY be looked into after the cancellation. So i had not choice but to cancel the connection to get some justice here.

I am not sure if the query is very difficult for Airtel employees to understand or is it just the way Airtel does business.

Namaste,

This is to inform you that your concern listed on 21 March 2013 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.

For any queries you may have you can also get in touch with us at airtelpresence@in.airtel.com.

Regards
Rakesh Kumar
airtelpresence (airtel customer service team)
bharti airtel ltd
airtelpresence@in.airtel.com

Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services

Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- Airtel Presence (Bharti Airtel LTD) - India | LinkedIn

Namaste,

We would like to inform you that your concern listed 21 Mar. 2013, has been resolved. Should you have any queries please contact airtel customer service at airtelpresence@in.airtel.com.

Regards
Deepak Mohod
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@in.airtel.com

Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services

Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- Airtel Presence (Bharti Airtel LTD) - India | LinkedIn

Place: Bangalore

I would like to bring an issue to your kind notice.

On 2nd March 2013, I have received am SMS saying that the Smart-bytes have been activated for 50 GB.

After seeing that SMS I surprised and immediately called to Airtel customer care and requested to deactivate smart-bytes.

I got reply from airtel executive on phone.... there is no option available to deactivate smartbytes...!. Again surprising was my turn.

Immediately I told, I will not be able to pay any extra amount for single smart-byte apart from my monthly rentals. (Please refer to my call record conversation in airtel database on 2nd March 2013 pertaining to the phone number 08041711039 account number 7006012022).

Since I am using wireless router, there will be 3 to 4 users (including my kids) connected and browsing internet. In between some pop-up appears on the screen for smartbytes activation (as communicated by airtel executive) to some of the user and he/she clicked on option without knowledge about smart bytes. This might be the reason by which smart bytes have been activated.

Of course, by mistake it has been activated by one of the user. I have realized by seeing SMS and immediately informed to customer care as a connection owner to deactivate it.

Now my Bill Amount is 1250.00 (Monthly Rentals) + 1499.00 (Smart bytes Charges) + 399.78 (tax) = 3088.78 which is exceeding my monthly budget.

I am not in a position to offer any extra amount for smart bytes; I will be able to pay only my monthly rentals. I believe there is mistake from both the sides i.e me as well as your application/policy.

I am strongly asking you, Is it the application you are offering to customers as a well reputed company?

My feedback is:
There should be a provision available in your application to deactivate smart bytes by your executive. [OR]
During the activation of smart bytes, it must be asking for connection owner's personal (confidential) details.

Request you to kindly look at the issue which is highly burden for me. I am also requesting you to permanently deactivate Smartbytes option in my both the accounts immediately if possible.

Phone : 08041711039
A/c No : 7006012022

Phone : 08041709557
A/c No : 7005992981

Regards
Rajani

Namaste Rajani,

This is to inform you that your concern listed on 28 March 2013 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.

For any queries you may have you can also get in touch with us at airtelpresence@in.airtel.com.

Regards
Rakesh Kumar
airtelpresence (airtel customer service team)
bharti airtel ltd
airtelpresence@in.airtel.com

Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services

Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- Airtel Presence (Bharti Airtel LTD) - India | LinkedIn

Namaste Rajani,

We would like to inform you that your concern listed 28 Mar. 2013, has been resolved. Should you have any queries please contact airtel customer service at airtelpresence@in.airtel.com.

Regards
Deepak Mohod
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@in.airtel.com

Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services

Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- Airtel Presence (Bharti Airtel LTD) - India | LinkedIn