My name is Bimal. My mobile no. is 9995204203. I have changed to Airtel postpaid 4 months back. In the 4th month bill (from 26th Nov to 25th Dec 2011), where I am having free GPRS usage of 2GB allowed, usage charge of Rs 228.40 is reported and a deduction of Rs 192.05 is only reported. I tried to resolve this issue through customer care and it has been the most frustrating incident for me.

1) When I called the call centre, the person responded stating that the amount is adjusted inside the activation charge refund of Rs 100. I stated that this argument is not valid, but she confused me and I thought I was wrong.
2) )Later I checked it again and tried to register a service request in my airtel account online, but that request is deleted now!!!
3) Now,I went to Airtel Customer Care office-Vellayambalam, Trivandrum. I showed them the anomaly and they couldn't say anything wrong about my finding. They told they can't do anything, I have to call the customer care centre from there to resolve this. Then, why are you keeping such customer care centre offices???
4) I called customer care centre from Airtel Customer Care office-Vellayambalam, Trivandrum, and again, he started confusing me. He registered a service req. no. of 41367027, which is not existing now.

Still, I am seeing the same bill in my online account. So, what does all this point to? I am not pointing about the minor difference in bill amount, but the type of interest you are taking about customer relation. I don't know, from where this deduction amount is calculated. To me, it seems like a clear case of cheating! and, your people are not at all agreeing to this mistake.

I hope there is somebody responsible enough at higher levels to take care of the customer issues...

Regards,
Bimal.

Dear Bimal,

This is to inform you that your concern listed on 08 Jan. 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 in touch with us at airtel: About bharti airtel: Feedback

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

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my name is kanhaiya lal and my airtel no. is 9001795069 airtel ganrete my nbill for month dec.2011 13873.92/- rs. but my bll plan is 98rs 2gb free
download co.tell my gprs use is more than 2gb but on my mobile nly 1.18 gb data download this data is including my free data co. stopped my gprs plan on 27-dec.-2011 and my bill ganerete date 6-jan.-2012. co. charged 72.71 rupee on my gprs plan charges and tell "you will be stop your gprs before 30 days so you pay 13873.91 rupee

what can i do

Dear All

Im posting EXCERPTS of an email I sent to the appellate airtel authority in Punjab for my senseless GPRS billing. I got an answer from them in under 24 hours, clearly highlighting that no one had even bothered to read this email! Apologies for the long post.

"This has reference to my relationship with Airtel and dispute with regard to a billing discrepancy relating to data usage on my mobile phone. The details are as under

Bill Number 646782221
Bill Date 28 Dec 2011
Bill Period 26 November 2011 to 25 December 2011
This Relationship number consists of two mobile phones connections. The relationship dates back 6+ years
98******06
9815143436

The billing discrepancy relates to units billed under Mobile Office Internet plan (GPRS) for 9815143436.

I subscribed to the GPRS 1GB Free plan @ Rs 98 on 28 November 2011. For some inexplicable reason and without my authorisation Airtel discontinued this plan, the very next day i.e. 29^th November 2011 WITHOUT informing me or obtaining my authorisation. Thereupon, between 29^th November – 3^rd December my internet usage would have been in the domain of billing as per actual usage and not protected under the 1GB free data plan.

Incidentally, the billed amount in the immediately preceding billing cycle, till 3^rd Dec 2011 was Rs 6943/ which almost the same as the amount in dispute is as the over billed amount. In comparison the unbilled amount for this current billing, cycle till 3^rd December (with roaming!) is just Rs 414.50. Ample evidence that GPRS, without data plan coverage, is what sent my bill soaring.

Alarmed upon receiving a sms on 03 Dec 2011 for an amount of Rs 6062 for usage till 30^th November i.e. only 3 days into the new billing cycle, I called Airtel and apprised them of the situation. I made numerous calls at the end of which I summarised:-

That my original request for 1GB@Rs98 had been deactivated. One Airtel representative even insisted I had NEVER activated the 1GB free plan! I had been included under a 500MB free for 3 months plan. Upon being told that Airtel would NOT advise me when I exceeded the 500MB, I thought it prudent to switch again to a monthly plan that would provide me coverage of 1GB, while simultaneously seeking redressal of deactivation of the originally subscribed plan. 1GB, which is ample for mobile phone usage as usage is limited to installing a few lightweight apps or checking emails/facebook. No music or other heavy downloads are done via this medium. Thus, I put in a request to activate 1GB@Rs60; I was offered this plan for Rs 60 in view of my long-standing relationship with Airtel.

I was aghast to receive a bill for Rs 8479. Upon close inspection of the billing I realised I had been billed almost Rs 7000 for the use of data on my number 9815143436. As per my knowledge, the coverage I enjoyed WITH DUE CONFIRMATION of AIRTEL should have been as under:-

1 - Between 28^th Nov 11 to 03^rd Dec 11 à coverage of units under 1GB free@Rs98 plan 1--
DID I EXCEED 1 GB IN 5 DAYS?????

2 - Between 03rd Dec 11 to 22^nd Dec 11 à coverage of units under 1GB free @Rs 60 plan 2 - DID I EXCEED 1GB IN 18 DAYS OF PURE MOBILE PHONE INTERNET USE?


I would request Airtel to provide me with breakup of data usage on my mobile phone for the period
29^th Nov – 03^rd Dec 11
&
03^rd Dec – midnight 22^nd Dec (since GPRS service remains suspended since 23^rd Dec 11)

This is to ascertain how anyone can exceed 1GB data in 5 days & another 1GB in 18 days respectively. 1GB is usually ample to cover a user for 30 days of internet usage on the mobile phone. Along with the data use for the abovementioned period, I would need the billed amounts.

Airtel seems guilty of trying to make me liable to pay for data used ‘openly’ (read at exorbitant rates) as opposed to under a fixed plan. I can condone it if it was done inadvertently – else it is tantamount to playing a fraud on me.

Average Monthly Billing for last 5 Months – Rs 1328

As a consumer with excellent credit rating for the duration of my relationship with Airtel, I have every right to expect transparency. I cannot be penalised for an omission/error, however inadvertent, by Airtel. I am only liable to pay what Airtel and I have mutually agreed upon with regard to the pricing of a certain service. Unilateral discontinuation of a service without notice to me is unacceptable and unfair.

I have been vigorously pursuing this discrepancy in billing right from the 3^rd day of the concerned billing cycle. This reflects my earnestness at resolving this matter & nipping the problem in the bud. . I did not wait till the end of the cycle to contest the billing. Unfortunately, Airtel has done little by way of pursuing/resolving my wariness at the inflated billing. I expected vigour at Airtel’s end at resolving this amicably. My innumerable phone calls to Airtel are a testimony to this. I have encountered only 2-3 Airtel representatives over the last 40 odd days that seemed proactive. Yet the matter remains unresolved.

On 4^th January at 1822 Hrs, I spoke to ‘Lovedeep’ on the Airtel GPRS helpline who dug out all information over the a 30 minute call and informed me that the initial 1GB/Rs98 plan had been deactivated inadvertently by a certain ‘ S.Muruggan’, an Airtel representative. Lovedeep assured me that Airtel would waive all charges on the data plan and I need pay only the Plan rental charges for GPRS. He informed me that he would forward a report from his end to the concerned department and that I should call ‘198’ the complaints helpline to apprise them of my conversation with Lovedeep. I was allotted Service request no 41405283 and assured of a resolution by 1630hrs/10^th January.As requested by Lovedeep I then called ‘198’ and logged this call at approximately 1900 hrs the same evening with a representative named ‘Kushal’.

11^th January evening I spoke with ‘Suraj Paul’, reiterated the whole saga the umpteenth time and was given the number of the ‘Nodal Desk’ and told to speak with a Mr Vivek Thapa. Upon calling the number, I spoke to Miss Samiksha for over 35 minutes before the call dropped. For the most part, she told me what I already knew. To my chagrin and frustration, I have had to repeat my dispute at every call to every representative.

I was offered an Rs 1000 discount on my bill. I have flatly refused the discount. I would like to make it clear that I will not pay for data when I was covered under a plan and the plan was deactivated without informing me. I made a request to speak to a supervisor at various times over the last month

During my persistent calls to Airtel, one representative offers me a complete waiver of data charges, yet the next representative I speak with pleads ignorance to resolution and expresses helplessness. It’s almost laughable and in the matter Airtel seems to be ailing from ‘the left hand doesn’t know what the right is doing’ syndrome! Till my call to the ‘Nodal Desk’ this evening I was assured by most representatives that my charges were the result of an omission and the bill would be rectified, so imagine my shock when I am offered a slight discount. I would not like to be seen as bargaining or seeking a reduction of sorts. I have been wronged hence I seek a redressal not charity.

As you will conclude upon perusal of my records, I have never contested billing nor delayed payment of my bills. This current situation has arisen out of a genuine grouse. However, if you are unable to resolve this matter, or dispute my claims, then please treat this letter as a personal notice from me to Airtel. Should Airtel fail to redress my complaint against wrongful billing, I will move to seek a legal remedy for enforcement of my rights as a consumer before the appropriate fora. I firmly believe Airtel is shying away from the transparency expected of it towards a loyal customer. In the event Airtel feels it owes me no further explanations, then we clearly have a dispute that lies in the domain of an adjudicating authority, in which case I would also request you to make available to me the name(s)/designation(s) of Airtel employee(s) upon whom I can serve (and you can contest) my legal notice which will follow this personal notice.

Lastly, I would also request you to speak to your collections department and instruct them not to call and make personal threats as is endemic in our system. Rest assured, any such threats would be dealt with legally and sternly with the full force of the law of the land.

After 40 days of headbanging with Airtel customer service and nodal desk, I wrote the abovementioned email to the appellate authority with great hope of a resolution. I was disappointed with this reply :

Dear Customer,

Warm greetings from all of us at airtel.

This is in reference to your email dated 11 January 2012, regarding billing discrepancy for your airtel mobile number 9815143436.

We regret the inconvenience caused to you in this regard.

At airtel, we believe that our customer's inputs and feedback helps improvise our services and ensure that we strive towards achieving customer satisfaction. We assure you that we will incorporate your feedback in the best possible way in our processes.

We would like to inform you that as per the service request number 41405283, we have checked our records and found that the GPRS charges levied in your invoice dated 28 December 2011 are valid and as per usage.

Hence, we regret the infeasibility to process the reversal for the same.

We hope that this response has addressed your concern suitably.

Please do write in for any further assistance.

Please feel free to speak to our call center executive on 121 regarding any query/request and on 198 for any complaint, you can also email us at 121@in.airtel.com."

MY SECOND EMAIL TO AIRTEL APPELLATE PUNJAB

" Dear Ms Bhutani

Thank You for your email.

Unfortunately, a generic email response from your end will not suffice.

I am not sure if you have even read my email in its entriety, much less addressed my concerns. A mere standard form email to comply with TRAI regulations is of little assistance to me. I am working on the assumption that Airtel employees actually do what their company pays them for. In your case that would involve reading mundane emails from disgruntled customers like myself, monotonous indeed yet I would prefer if emails are read if your company is serious about addressing customer concerns and not merely be limited to sending standard form emails without investigating.

Perhaps, if you/your staff had made time to actually read my email, you would have concluded that my questions raised were NOT merely regarding the correctness of billing. The main issues were

1. Why was my GPRS pack disconnected on the 29th without my authorisation
.
2. How was the billing done for the 4 day period that i used GPRS after the abovementioned disconnection. Was it done on open rates of Rs 10/MB or was I offered a pack protection. It's obvious from the bill it was done on open rates.

3. Why should I be liable for Airtel's error in discontinuing my GPRS pack

I will attempt to solicit information from you one more time before seeking a legal remedy. Let it not be said we left an avenue unexplored.

I am afraid I am unable to pay my bill for GPRS usage unless Airtel is completely transparent with me. I would appreciate if you provide me with the follwing information :

1. How much was I billed for the follwing period :

29th November - 3rd December - the period for which the GPRS pack on my number was disconnected WITHOUT my authorisation, by S.Muruggan, an Airtel representative.

2. You have billed me for using approximately 161110 units (kb).

161110 units = Rs 16,111 hence per unit charge is Rs 10/MB (@10P/10KB)

Now

I had a 1GB pack from 28-11-2012 to 03-12-2011 which would cover me for Rs 10,000 ( 1GB = 1000MB @ Rs 10 per MB)

I had a another 1GB pack from 03-12-2011 to 27th ( but disconnected on 22nd Dec night) which would cover me for another Rs 10,000.

In addition I had a 500MB free pack for 3 months which would cover me for Rs 5000

So in total I had 2.5GB (25000MB) FREE DATA WORTH Rs 25,000 over a 27 day period by your rates mentioned on my bill

3.So EVEN if I am to believe your billing is correct, I fail to understand your jugglery with the discount provided.Even if Rs 16111 is my usage, You are requested to explain to me how my 2.5 GB free data usage has been adjusted against the units used. I am not a technical person, so I would need some explaining on that front. I have spoken to 2 computer engineers and they can't believe I have been billed Rs 7000 extra with 2.5GB data free on a mobile phone. PERHAPS your technical support staff can do a better job.

You can rest assured once the details of billing and adjustment of free data against the units billed is provided to me, I will be more than happy to clear my GPRS dues. If you plan on sending me another generic response, then I shall seek an adjudicating authority that can legally compel you to provide that data in a transparent manner.

Needless to add, once this tussle,legal or otherwise, is over I will be migrating this relationship to another network.

Thanking you

A very disgruntled customer "

I have offered to pay what I legitimately owe Airtel ie for my voice calls/roaming/rentals for the billing period. I did think of paying the entire amount to get over with the headache of filing before a court etc but after reading so many similar posts on this forum, I have decided to seek a legal remedy. I believe Airtel should not be allowed to go scot free merely by virtue of it's resources at combating what it perceives as minor irritants.It's time we stood up to such bullying and stonewalling.Every Goliath (unethical corporation) needs to know that David (the consumer) cannot be taken lightly, ignored nor his rights be trampled upon.

I'm appalled to see so many similar complaints against Airtel GPRS on this forum. Maybe all of us should form a group and file a sort of 'class action suit' against Airtel with the National Consumer Forum? Suitably suffering members may please email me and we can work out some rough modality regarding the same?

Manpreet

Dear Bimal,

This is to inform that your concern listed on 08 Jan. 2012 is been worked upon. We would require some more time to resolve your concern. We assure you that we are committed to resolving the issue to your satisfaction.

For any queries you may have you can also get in touch with us at airtel: About bharti airtel: Feedback

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

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Dear Bimal,

We would like to inform you that your concern listed 08 Jan. 2012, has been resolved. Should you have any queries please contact Airtel customer service at airtel: About bharti airtel: Feedback

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

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I was shocked to recieve airtel bill of 3128/- in january 2012 for my airtel postpaid number 9004606623. When I talked to cust care, they said it is due to GPRS usage. I was using airtels GPRS 2GB free plan with 98/- rental since last one year & I was not getting any extra bill for GPRS, as my usage was withing free limit. Suddenly in january 2012, I recieved a bill amounting to 3128/- & shocked to see that my plan changed from GPRS 2GB free plan with 98/- rental to GPRS 1GB free plan with 98/- rental & this is changed without any information to me. So I refused to pay these extra charges, as i used GPRS within free limit of 2GB & plan was changed by airtel without informing me. This way airtel is looting consumers openly. Now Airtel have sent me leagal notice. So I have also decided to fight this case leagally.Now I am requesting all those consumers who have suffered financially & psycologically from airtel due to such type of looting, please join us in the leagal fight against airtel to teach them lesson & get your financial losses recovered.Shirish9969782511

I was shocked to recieve airtel bill of 3128/- in january 2012 for my airtel postpaid number 9004606623. When I talked to cust care, they said it is due to GPRS usage. I was using airtels GPRS 2GB free plan with 98/- rental since last one year & I was not getting any extra bill for GPRS, as my usage was withing free limit. Suddenly in january 2012, I recieved a bill amounting to 3128/- & shocked to see that my plan changed from GPRS 2GB free plan with 98/- rental to GPRS 1GB free plan with 98/- rental & this is changed without any information to me. So I refused to pay these extra charges, as i used GPRS within free limit of 2GB & plan was changed by airtel without informing me. This way airtel is looting consumers openly. Now Airtel have sent me leagal notice. So I have also decided to fight this case leagally.Now I am requesting all those consumers who have suffered financially & psycologically from airtel due to such type of looting, please join us in the leagal fight against airtel to teach them lesson & get your financial losses recovered.Shirish9969782511

Dear Customer (prabal.naskar),

We would like to inform you that your concern listed 01 Jan. 2012, has been resolved. Should you have any queries please contact Airtel customer service at airtel: About bharti airtel: Feedback

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

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Dear Shirish,

This is to inform you that your concern listed on 12 Feb 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 airtel: About bharti airtel: Feedback

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

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Dear Shirish,

We would like to inform you that your concern listed 12 Feb. 2012, has been resolved. Should you have any queries please contact Airtel customer service at airtel: About bharti airtel: Feedback

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

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In My case, I am always getting same generic reply also ....
I am Airtel postpaid customer ( 9871200932 ) since 5 years. I am in international roaming since last 7 months. Last month, I got the bill with GPRS charge Approx Rs 8K. When I came out from India, GPRS was not activated.
I am continuing follow-up with Airtel customer care via Email and phone from USA it self. (Req number - 42624748 ). They replied - they activated GPRS on trial basis on 31-12-2011. And Since I am on international roaming, I used the GPRS, So I have to pay GPRS charges. I have smart phone and mobile apps automatic use the internet if GPRS activated. It is not my fault if they activated GPRS without consent me.
I was not aware when GPRS was activated until I got the airtel bill. Now I am sending mail to 121 mail Id, I am not getting response except Acknowledge. And customer care is so helpless, they have only sentence - :"You have to pay"
[My current contact num is +1 917 860 1932 [USA number]]
Why I should pay for the paid service If they activated this paid service without consent me ????
This is the latest reply I got =
======================

================================================== ===============
Dear Manu Kumar,
Ref: Email dated 25-03-2012, expressing concern regarding GPRS charges on your airtel mobile number 9871200932.
Thank you for your email to airtel and the opportunity to assist you.
We would like to inform you that as per your concern regarding GPRS charges we have checked the records and found that you have used gprs in IR location by using these networks(AT&T-USA) on 19-02-2012 and 03-03-2012. So you are charged as per your usage Without use this it could not charged in your bill.
We hope that we have been able to assist you suitably.
Please do write in for any further assistance.

Yours Sincerely,
Sandhya Rani
Customer Care
Bharti Airtel Limited

Your response will help us to enhance your experience with Airtel. Please click on the link below & provide us your valuable feedback on this interaction
---------Original Message----------
From: manu.namdev@gmail.com
To: 121@in.airtel.com
Cc:
Sent: 25/03/2012 07:58:52 AM
Subject: 9871200932
Dear Airtel,
This is not resolution of the issue. Airtel activated GPRS without my consent.
I was not aware that GPRS is activated on my mobile. As I am on international
roaming, If phone is ON, it will use GPRS by default if it is activated. If you
refer to bill, all GPRS charges are from single day only and i was just
checking SMS. I got to know about GPRS when I got the bill.
Then please explain why I should pay the GPRS charge.
On Wed, Mar 21, 2012 at 1:14 AM, <121@in.airtel.com> wrote:
Dear Customer,
Ref: Email dated 21-03-2012, expressing concern regaridng the GPRS charges and
activation of GPRS without your consent on your airtel mobile number
9871200932.
Thank you for your mail to airtel and welcome the opportunity to assist you.
We wish to inform you that, the 200 MB GPRS pack is a trial pack of GPRS
service, which is Free Of Cost for one month from the date of activation. And
after one month the GPRS service chargeable as per 10ps/10kb usage.
We would like to inform you that the above GPRS pack has been activated on your
airtel mobile number effective 31-12-2011.
We wish to inform you that, there is no rental charged for the same.
Hence, as you have accessed the GPRS on International Roaming the GPRS charges
has been levied.
Should you require any further online assistance, you may contact our 24x7
helpline at 12118 (Chargeable at 50 paisa for 3 minutes) from any alternate
airtel number. While calling from other service providers, please dial
8130312118 (Chargeable as per the respective network charges).
We hope that we have been able to fulfill your query suitably.
Please do write in for any further assistance.

Yours Sincerely,
Vijay L
Customer Care
Bharti Airtel Limited
---------Original Message----------
From: manu.namdev@gmail.com
To: 121@in.airtel.com
Cc:
Sent: 21/03/2012 05:47:23 AM
Subject: Re: 9871200932 [|BAL|Qrc11503121703348314292|]
What is the update here?
Again as mentioned earlier, I never asked Airtel to activate GPRS on my mobile.
So I am not going to pay any GPRS charge to Airtel. Please get back ASAP.
On Thu, Mar 15, 2012 at 11:21 AM, <121@in.airtel.com> wrote:
Dear Customer,
Ref: Email dated 15-03-2012, expressing concern regarding the charges levied
towards GPRS service for your airtel mobile number 9871200932.
Thank you for your mail to airtel and the opportunity to assist you.
To address your current concern, we have already raised a complaint regarding
the GPRS charges with the relevant team. For your reference, the Unique Service
Request number is42624748. Our team will be contacting you by 21-03-2012, 03:03
pm with an update on the same.
We thank you for taking out the time to voice your concern. At airtel, we
believe that it is our customers' feedback that helps us to improvise on our
services.
Please do write in for any further assistance.

Yours Sincerely,
Hari Krishna
Customer Care
Bharti Airtel Limited

Dear Bharat ,

We would like to inform you that your concern listed 06 Nov 2011, has been resolved. Should you have any queries please contact Airtel customer service at airtel: About bharti airtel: Feedback


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

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