Problem-1:
on 5th april 2011 at about 7.30 (19.30) I had recharged by account (mobile,number : 9989767708) with rc 222 for which I got 222 talk time in my main account. After the same I didn't make more than 3 calls in the rest of the day. So, I remember it to the best of my knowledge that my main account still has 180+ balance in it by the end of the day. Also, I had recharged my account with rc 98 (2 gb internet package with one month validity) on 11th march 2011, the expiry of the same is due by 9th april 2011. Even this account too has a balance of 1000+..but, I was dismayed and shocked to the maximum when I checked the balance in my account this morning and found out that both the balance in main account and gprs account had fallen to 0 (zero) - null balance and I didn't understand the reason but this shocked me to the core as I didn't use the rc 222 in over night and there was a lot of amount in my gprs account too.
Reason notwithstanding, it is absolutely due a technical fault that occured at the end of service provider which had caused me this greivance and problem.


Problem-2:
making the things further complicated, the problem repeated and I had faced the same kind of problem for the second time. On 12th april 2011 evening I had recharged my account (9989767708) with 222 which gave me 222 full talktime. Later I had made not
more than two calls and the mobile was swiched off for the whole night. When I checked the balance next day morning (on 13th april 2011), it showed 64 inr surprisingly. I called up the customer care people who replied me saying "we could see the deduction from your main account, but the exact details of deduction are not known as yet. We will file a complaint and the issue will be
resolved with in 24 hours and the exact details will be provided" and they gave me a reference number : cbdcc30413386536.
I had repeatedly called up customer care people following the incident, every time either they were not answering the calls or giving a lame explanation saying that the issue will be looked into.


It may please be noted that..


1. When I called up the customer care immediately after noticing the problem, they said that they couldn't give the exact details but they could see the deduction.
And later
2. They are telling that amount was deducted for internet usage.
With all due respect I enlightened their minds saying that " its practically not feasible to utilize 150 inr worth internet on an ordinary mobile in an over nite with the speed of net you are providing I.E., 10 kb and that too by keeping the mobile switched off.


I had also requested them that in any case, if they feel that there is no technical defect and the deduction made was genuine, I humbly requested them to give me details of exact internet usage and deduction accordingly in a reply mail.


But despite repeated appeals to nodal officer and appellate authority through mails saying that,
1. So far no action was taken on the issues reported.
2. No appraisal as to the status of complaints filed (despite intimations).
3. I had faced the same problem for the second time (balance deduction from main account for no reason) , called up the customer care who again gave me a new reference number and time lihne before which the problem will be resolved, but so far no action was taken, neither the problem was resolved.


No such information was provided by any of the officials before whom the issue was placed, except everytime a stereotyped response saying "no deduction was observed from your account, how ever this issue has been escalated and we are looking into the same to provide you solution".
I had even talked directly to the nodal officer on his phone number several times, only to receive a plain assurance in the form of words that the issue will be looked into, but not in practice.


Frustrated by no action for my repeated mails and direct calls and after receiving same type of stereotyped responses, I had sent the following mail to the service provider on first june 2011.

**********************
Dear sir/Madam,
I would like to very humbly mention a few things for your understanding and perusal. Very sorry for the sharp vocabulary but I hope you understand as you read, the reasons that had impelled me to write the same.
1. Airtel had so far been my favorite service provider which even had satisfactory response to customers' problems and also grievence addressal. But lately you people everybody including customer care, nodal officer and appellate authority had become worst worst really worst.. I don't really have a perfect adjective for your switching over from activism to dormancy and for you preferring non-customer centric service.
2. I had been writing to you about the problem I had faced since a few weeks only to get a new complaint number allotted everytime, only for the issue not to be addressed and only to receive the same (automated??) reply with stereotyped words.. I hope you have sufficient technical expertise and equipment with your company that you can clearly see the deduction my account
suffered than just blindly say "we observed no such deduction from our records"
* you have my mobile number. If there is no clarity in the issue, you could have called me than sending a lame response saying either details aren't clear or no such deduction was observed. I had never received any such call from you.
* Every time you are giving me a new complaint and reference number, but why don't I ever get a response after that as to status of the complaint. Why do you always give me a new complaint or reference number , when you don't have
intention to attend to the issue in the first place?
*I had called the appellate office several times, expressing the trouble I am facing with the irresponsible airtel customer care morons who are very lazy and passive to attend the issue. Why don't you try urself to get the details atleast once??
* I had explained the problem in detail and at length, what the hell do you mean by asking me " give us the exact details of deduction"?
* or if you feel the deduction was for a genuine reason, why don't you give me exact details of deduction (as I had been repeatedly requesting you the same in every mail of mine) including the service I had utilized, reason for deduction
and amount deducted accordingly etc..
* do you want me to forget the unassailable truth that "I had been a faithful customer of you with a satisfactory usage record of your services" and initiate legal proceedings in the consumer forum on grounds of faulty service and customer prolific customer inconvenience? (please note I have all the copies of reply mails I had been receiving so far with new complaint numbers you have been allotting only to solve none of them and I am receiving the same, plain, stereotyped and disgusting response).
Finally one thing.. I would like to humbly tell you that "airtel had really transformed from a loyal company to a slaughter house" and its the time for you people to take a break and improve your standards, attitude towards customers to make customer-centric or atleast customer friendly..
**************
after sending the above mail on 1st june 2011,


no response was received from airtel people. So, to save myself from further deductions from my account, I had ported to a new mobile service provider but was gathering all information and making arrangements to take legal action on the most irresponsible service provider and insensitive lout I.E., Airtel.
Surprisingly, I had received a response from airtel on 21st august which is appended below.
********************
Dear customer,
thank you for writing to airtel.
We regret the delay in responding to your e-mail.
This has reference to your email regarding. Balance deduction for your airtel mobile numebr 9989767708.
We completely comprehend your viewpoint and sincerely apologize for any difficulty caused to you by our customer service department.
We take pride in enhancing our customers with our responsive and friendly approach. It has always been our constant endeavor to ensure, that our customers are delighted by our inimitable approach.
As per the telephonic conversation we had, we would like to inform you that already your number has been ported out, the same has been confrimed by you.
Warm regards,
warm regards christuraj a appellate office bharti airtel limited
************************************


since I am already planning to take legal action on the so called most irresponsible and insensitive mobile service provider airtel and further aggrieved by his very lame and abnormally delayed response which reminded my duty and urged me to act swiftly before its too late to take legal action on them, I am taking this progressive step of filing complaint in this portal to get the issue resolved to the best of my satisfaction at the earliest and in the right earnest.


I demand a full compensation for the whole amount I had lost in the form of unlawful and illegitimate deductions from my account, failing which I will be compelled in all probabilities to take legal action with all the proofs and evidences I have to prove and assert the prolific indifference, irresponsible attitude and the suffering the service provider had caused me.