To the Nodal Officer Mumbai

Dear Ms. Pai,


I have been an Airtel customer for 8 years now. I regularly use my Airtel phone and am a reasonably heavy user. I also travel frequently internationally and within the country. For the past few months I have been receiving multiple calls from Airtel to get my identity verified, in spite of having recently submitted my ID documents at an Airtel relationship center. I have always taken these calls politely and given all the details asked.


My SIM was barred from the network today while I was traveling from Delhi to Cochin, when I called customer care they said that this happened because the verification team could not reach me to check my name and address. They couldn't reach me because I was on a flight traveling from Delhi to Kochi. It is quite preposterous that they decided that not being able to reach me after two calls was enough reason to bar me from the network. I have been calling customer care for the past few hours and have got incredibly insensitive and silly responses. Most of the suggestions were to call an Airtel shortcode, which I obviously can't because my Airtel SIM does not connect to the network, and I'm traveling and don't have access to other Airtel phones. After much persuasion - I spoke with Prashant and Mehul at the Mumbai customer support center, who promised me that I would get a call back on an alternate number that I provided them from the verification team and my phone would be activated within the next 30 minutes. This was a good four hours ago and I have had many other agonizing calls since, all repeating the same charade. I am really tired of being an Airtel customer, contributing to your ARPUs and am ready to take my business elsewhere. Before leaving, I would like you to know how my loyalty to the brand and network have been rewarded.

Best,
Ajay

9XX 22 X5X50