| Name of Complainant | |
| Date of Complaint | February 4, 2019 |
| Name(s) of companies complained against | |
| Category of complaint | Mobile Phone |
| Permanent link of complaint | Right click to copy link |
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Hello,
My Name is Priti Desai
I am filing this complaint because I am at my wit’s end and after a month of harassment there is absolutely no resolution provided by your inept customer service teams, escalation teams and backend teams.
THESE ARE MY 5 AIRTEL NUMBERS
9920611181- PORTED FROM VODA
9920900113– PORTED FROM VODA- not active
9833678551– PORTED FROM VODA- not active
9920533342– PORTED FROM VODA-
8433913885-– NEW ACTIVATION WITH AIRTEL – not active
THIS IS THE ISSUE
AFTER A LOT OF CONFUSION BY the AIRTEL SALES TEAM, I FINALLY PORTED 4 NUMBERS TO AIRTEL on the family plan with 3 add on numbers.
-This happened in August 2018
-Even at that time, the entire port in process and registration was a big mess.
-Anyway, now on Jan 2019 (around the 3rd or 4th ),I activated the fourth number to add to my family plan.
-That was when the horror show began and it is still in progress.
– I called AIRTEL customer support
– I gave the rep the number that needed to be added to my family plan that had the parent number- 99201611181.
– Before long I started receiving some strange emails from Airtel which I did not understand.
– I called customer care on the 7th and asked them whether the new number 8433913885 had been added to my family plan
– To my shock, I was told that I did not have family plan at all and that in fact, my number 9920611181 was the child number of this new number.
– Needless to say, I was shocked – after asking for supervisors and managers I got to learn that my account had been deconsolidated.
– My question- who authorized this?
– The only thing all THE so-called supervisors, managers and Sr managers say is sorry for the inconvenience, we are escalating the issue., It will be solved within 24 hours
Now, after ONE WHOLE MONTH, nothing has been solved.
In fact,now all my numbers have been going inactive – all 5 numbers were inactive ON FRIDAY
I can’t even start to explain the horrendous time I have had over the past three weeks coordinating with different agents, supervisors, and managers.
that is primarily because NO ONE CALLS BACK .
WHICH MEANS the customer has to go through the IVR
and then ask to speak with a supervisor and manager every single time.
I must have made over 15-20 calls over the last few days and I get different people every time.
the agents don’t listen, the supervisors have zero ability to solve problems and the managers and sr managers are callous.
I have been promised callbacks by every one of the supervisors and managers that I have spoken to – but to date, I haven’t received a single call back from anyone.
on friday 2nd feb ALL my five numbers went deactive
After umpteen calls and two hours later during which i was on calls with a manager, two numbers went active that evening and three are still inactive even after 72 hours
My mother who is 80 years old, uses one of these numbers and doesn’t have any other number to call from in case of an emergency -which is very scary for me.
Apart from this, I have been taking time out of workday every single day over the past 5 days and calling customer support – being put on hold and being online for anything between 1-2 hours – WITH NO RESOLUTION
in fact, every single day, there is a new surprise
– they deconsolidated my account without my permission
– They disconnected all my numbers even though I have cleared my bills (which I had delayed only because your supervisors told me that they would sort the bill thing due to all the issues)
– three of my numbers are still inactive
– The so-called managers(damagers?) keekeep raising SRs and the backend team sends emails saying SR closed – what are they resolving and what are they closing ?
WHEN ARE they GOING TO GET MY NUMBERS ACTIVE ?
i am truly at my wits end
Can you help please?
WHAT KIND OF BUSINESS ARE YOU RUNNING?
DO YOU EVEN KNOW WHAT KIND OF ISSUES CUSTOMERS ARE FACING?
I AGREE IT WAS FOOLISH OF ME TO PORT ALL MY NUMBERS WHOLESALE TO AIRTEL WITHOUT TESTING YOUR SERVICES FIRST
BUT THIS IS SOMETHING I WOULD NEVER EVEN HAVE DREAMT WOULD OCCUR.
IF YOU FOCUS LESS ON SPENDING CRORES OR rupeeS ON ADVERTISING AND CHANNEL THOSE FUNDS TOWARDS HIRING GOOD REPS , UPGRADING YOUR SYSTEMS AND FOCUSING ON PROVIDING CUSTOMERS OUTSTANDING SERVICES, MAYBE THAT WOULD BE ADVERTISING ENOUGH
Iam hoping that SOMEONE at least one of you has the authority to look into this matter, take cognizance of the complaint and take your teams to task AND VERY IMPORTANTLY RESOLVE THE PROBLEM I AM FACING.
I have wasted precious work hours, increased my blood pressure screaming and shouting at each one of your agents, supervis, rs and managers and feel like banging my head against a wall
WE PAY AIRTEL FOR A SERVICE. NOT FOR HARASSMENT
I AM STUCK ONLY BECAUSE i NEED ALL THESE NUMBERS BECAUSE ALL OF THEM ARE REGISTERED BY MY FAMILY MEMBERS WITH THEIR RESPECTIVE WORKPLACES, ONLINE ACCOUNTS, BANKS ETC AND I NEED THE NUMBERS ACTIVE.
