Dear Sir/ Madam,

I enclosed my complaint which i sent to nodal officer of kerala airtel mobile. when i called the appellate authority of the airtel mobile kerala the same nodal officer took the phone and she told that their appellate autority is not availble and she will arrange after one week. In this connection i need your guidence how i can proceed...

Thanking you

Regards
Muruganantham P
+91 999 555 44 66

15th June 2009



Dear Nodal Officer,



I am Muruganantham P Airtel Mobile No 9995554466 working as Assistant Professor and residing at Saintgits College of Engineering, Kottukulam Hills, Pathamuttom, Kottayam, Kerala and my relationship number is 113-100465029.



I am using this connection from the last quarter year of 2007 and my bill plan detail is as follows



199 Cash Back plan

SMS Pack Rs 23(Local and National SMS at 10 ps)

Airtel GPRS unlimited downloading annual subscription Rs 1500

Unlimited calling to one local airtel mobile (No 9995695136)



Payment Mode ECS (State Bank Of India)



Nowadays I am getting the following problems



Problem I



I am using airtel GPRS unlimited download connection by paying annually Rs1500 from Nov 2007. I renewed my Airtel GPRS unlimited connection on Nov 2008 by paying Rs 1500. There was no problem upto 20th March 2009 In the end of march month I planned to change my mobile and finally I had discussed with your customercare(121)regarding the blackberry model. They assured that airtel GPRS will work in that model without activating any other internet connections. Based up on the word I purchased Blackberry handset. But after purchasing when I asked your customer care to send mobile office settings they informed me that in my handset only black berry internet connection will work and for that I have to subscribe by paying some additional amount monthly.



I pointed out the discussion which I made earlier with customercare(121) but customer care people blindly refused. So I took this matter to your nodal officer Airtel no 9995834865 and one Ms Vijaya received my complaint. I explained everything she listened politely and she told me that she will get back me soon.



On 26th March 2009 I received call from your nodal officer and she told that fault was their side and she will rectify without paying any additional amount and she informed me that airtel IT head will contact me within some time



On 26 March 2009 I received a call from your Airtel IT head (9895098950) at 3.53 PM and I explained the problem he was also heard patiently and he also accepted to solve this issue. He informed me that within 20 minutes I will get call from Blackberry IT Head and he will solve this issue



On 26th March 2009 I received call from Blackberry IT head (9895015777) at 4.05 PM and he also accepted the mistake and he asked about my GPRS plans and I told him I already renewed unlimited AIRTEL GPRS connection(Rs 1500 per annum) in the month of November 2008. He told that Rs1500 was very low and he was not able to compensate with unlimited Blackberry connection but he will provide connection for one month. That time itself I told him that i was told by my Airtel nodal officer that the fault was their side and they will compensate with blackberry connection for my entire period of subscription. Finally he told within sometime their technical person will call and give settings.



On 26th March 2009 I was called by 9895012345 at 6.34 PM and my blackberry GPRS settings activated.



On 26th March 2009 at 7.10 PM airtel nodal officer called me and she asked about the connection rectifications. I told that i received calls from the above mentioned persons and I got activation. I told her that Blackberry IT head told me that he will provide Blackberry GPRS only for one month not for the entire subscription period. Immediately she got angry and she asked me who told like this this blackberry GPRS connection is for the full subscription period instead of Airtel GPRS connection so no need of worrying and she told if there is any problem regarding this issue I can call her and she will solve.





I received bill on 11th May 2009 and I found I was charged Rs 799.68 as Black berry charges. Immediately I called 9995834865 on 11th May 2009 4PM to 6.35 PM many times. Sometimes I got busy tone, but many times no one was there to attend my call. Again I tried on 12th May 2009 12.50 PM that time also no response.



So I called customer care (121) on 12th May 2009 12.51PM and Ms Jenat attend the call. I explained everything and she took the complaint and she told that she will get back. I received request reference no 27370504 at 1.05.14 PM. I got call from one Mr Jothish on same day 4.00PM and once again I explained everything and I found there was not enough data in his system to solve or know my previous settlement which made by your nodal officer.



I called again Nodal officer on same day at 5.15 Pm and Ms Vijaya nodal officer attended I explained everything she told that she will revert soon. In between Mr Jothish called me at 5.44PM and he told some unrelated plans and amounts I asked him to discuss this matter with your nodal officer to know my problems clearly.



Inbetween my blackberry GPRS connection got stopped at 6.57.18 PM and activated at 7.24.27PM



I received call from your nodal officer and I told about my disconnection of my blackberry GPRS. She surprised and she told she will activate immediately and in future if there is any problem related with this I can contact her personally in her no (9895015117) because sometimes 9995834865 may be busy or not available and she told don’t take this issue to others and she asked me to call her in personal no for this related issue.



Again I got disconnection of my Blackberry GPRS at 7.41.18PM and it was activated 7.44.25PM.



I received message from customercare (121) on 12th May 2009 at 7.54.02 PM which stated Rs 500 credited in my airtel account. Another message received on same day 7.54.04PM which stated RS 225 credited in my airtel account.



Now I received a bill dated 21 May 2009. in that I got the adjustment of Rs799.68. but I was charged again Rs 659.27+Rs66.40+Tax for Black berry GPRS connection. In addition to that I was charged Rs 1465.65 + Tax for the usage of GPRS under value added service.



I feel very guilty by seeing all these things. So a total of RS 2191.32+tax was charged without any reasons.





Problem II



One Local Airtel mobile unlimited calling.(Airtel No 9995695136)



I was given to make one unlimited airtel local mobile and it was not taken in to account in this current bill.



So I request you to kindly go through my problems and reimburse the extra amount which you charged and I paid.



In between I made many complaints regarding this issue to customercare(121) and your nodal officer(9995834865) and I received many request reference nos but I did not get any good response.



Hereby i pleased to mention some points and ordesrs issued by TRAI

Transparency in the tariff orders and in disclosure to consumers orders dt 23rd May 2006, No 301-19/2006-ECO

c) No chargeable value added service shall be provided to a customer without his explicit consent

e) Service providers shall inform customers in writing, within a week of activation of service, the complete details of his tarrif plan. The changes in any item/aspect of tariff in the chosen package shall also be intimated to the customers in writing.

In my case the above said rules were not followed.

As per notification by TRAI dt 4th May 2007

Heading 8 Page No 8

communicate within three days from date of the receipt of the complaint, the unique complaint number to the customer

In my case after complainting to nodal officer i did not receive unique complaint numer.


I hope you will take necessary action in this regard
Thanking you


Yours truly



(S/d Muruganantham P)