Dear Sir,

I have bought an Airtel Landline connection (telephone no. 0734-4060229) on June 20th 2006 and since then I am using this service. While applying for the connection I have opted a “Friends and Family” scheme offered by the company under which I can make unlimited calls on 2 chosen numbers by paying an additional monthly fee of Rs. 50. This service was continued since then. Last month (i.e. in November 2009) I received a letter describing that the Friends and Family scheme has been amended. Now under revised scheme, free calls can be made only upto 3000 mins. and thereafter 30 paise per pulse will be charged. Further it stated that this amendment will be applicable automatically.

Earlier the bill never exceed above Rs. 450. But now the service provider company has handed me a hefty bill of Rs. 2385 that also includes the call charges of the 2 free chosen numbers without any free call deduction under the revised scheme. I then, consulted, 121, Airtel Customer Care on 30th November 2009 and informed about my problem, where the customer care officer, Mr. Purshottam, registered my complaint and gave me a complaint reference no. 27044118. After 24 hours I again called the customer care and talked to the same senior officer who informed me about the amendment of the scheme and informed me that the 2 friends and family numbers have been deactivated by there side. Asking for the explanation, they told that their executive has informed me about the deactivation on 4th of November, which is totally false and I have not received any such call from their side. Actually these numbers were deactivated without my consent and without any prior information. As there was no action taken by the company on my complaint, I visited the local Airtel technical office and handed a written complaint on the 3rd of November, but that’s also of no use. Next day, I called the Airtel customer care again and this time another customer care officer told that the scheme was discontinued earlier and they have informed me about this on 14th of October 2009, yet another lie (call reference no. 110901421). Further the customer care executive said that no waiver will be provided and the company cannot do anything. On 5th December I again visited local Airtel office and I came to know that the company has terminated the service because of misuse and their executive has informed me about this on 4th November on a BSNL landline no. viz 2558889. It must be noted this was my previous landline no. that I have disconnected in the year 2006, when I have bought this Airtel Landline number. When I demanded this reply in written, they refused to give so. On the same day i.e. on 5th December I talked to another customer care executive, Mr. Hitesh, who said that their executive has informed me about the deactivation on 24th October. If the service was discontinued, why the letter was send about the revised scheme. Why the service provider discontinued the service in the name of misuse that they had offered me earlier and for which I was paying the monthly rental on time.
In short I am getting different reasons and explanation for this negligence from service provider’s side. Its 5 days passed and I don’t know what to do, every time I call Airtel office they give me another number to talk to about the issue. If desired, I can provide the call reference no. of every call I made at customer care number.

Logically speaking, why would I deactivate such a beneficial scheme? Why would I pay for the calls, I am getting free upto 3000 mins.? I suppose that I am a victim of the wrongdoing and malpractice of Airtel.

What should I suppose to do know the last due date of payment is 14th of December 2009. Kindly help me!!!

Dear Customer,

This is to inform you that your concern 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. We are restricted by the absence of your contact details. Please write to us at airtelpresence@airtel.in with your contact details (Address and landline or mobile phone number)

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

Regards
Pankaj Kumar
Airtel customer service Team.

Dear Customer,

I would like to inform you that your concern listed on 6 Decebmer 2009, 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