Hello,

I wanted to avail the broadband services of Airtel and so I went to their website and raised a request for it. I got the request number as 82852999.
Immediately after that, I got a call from 3 of Airtel vendors, 2 of whom were not providing services in my area. The 3rd executive by the name of Arun Kumar said that he is providing the Airtel broadband in my area. (Please note that he quoted the request number 82852999 to prove that he is from Airtel and he had the airtel rate and tariff plan flyers and Airtel Customer Enrollment Form). He told me that if I paid for 3 months in advance, I shall get the 4th month free and i had to pay 1500 rs security deposit for the modem. So i paid 1299 * 3 plus 1500 rs = 5400 rs and he gave me a customer enrollment form which i have attached in this email. I had not realized that the clever man had torn the form in such a way that the form number would not be visible.

When I heard nothing from them in the next few days, I called up the customer care and they informed me that none of my details have been updated in the system. When I called the agent who took the money from me, his number (9916403698, which is a Vodafone number, as seen in the form) is switched off!! I understood that I have been cheated, but the person is definitely from Airtel as there is no other way he would have known the request number which only Airtel and I know.

So I send the scanned copy of the enrollment form to 121@in.airtel.com and I get a reference number - 16739596. The resolution to that number was internet cannot be provided. There was no mention about refunding my money back.

So I go to the relationship center, where no one could help me without a form number. Then I went to the Airtel head office at Bannerghetta road, where the manager, a miss Fathima, called up someone and then she asked me to send her the scanned copies which she forwarded to that person. She assured me that the problem will be solved. This was on 8th June and I got a call from an Airtel person saying that my money shall be refunded and the new reference number for my complaint was - 16915234. He said the issue would be resolved by 12th of June. 12th june came and went and I got no confirmation from anyone. I called up the Customer care around 5-6 times and each time they assured me that a call back would be arranged within 2 hours.

Today (14th June) at 07:30 am I called the customer care again and the agent said issue is still not resolved and he said he will arrange a call-back with callback reference number - 24040914. No call came. When I called them again at 4:00 pm, they tell me issue is closed and money wont be refunded as no form number is provided!! They closed the issue without even informing me.

It is no concern of mine if a form number is not available. An agent who knew the Airtel request number came and took my money and provided me with the Airtel customer enrollment form. If Airtel cannot provide me with the service, then they should refund my money.

Also note, I have tried calling that Agent several times. Most of the time his mobile was switched off. However, on 8th june, it was switched on and when it started ringing, the person cut my call and then switched off the number.

Regards,
Nisha Lisa Verghese