Name of Complainant	Arpita Koli
Date of Complaint	April 18, 2021
Name(s) of companies complained against	Airtel
Category of complaint	Mobile Phone
Permanent link of complaint	Right click to copy link
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Text of Complaint by Arpita Koli:

 

Sub: Billing & Disconnection Issue – Fixed Landline under Relationship No. 703863759

This is with reference to Five (5) fixed landline connections obtained from Airtel during September 2019 at HPOIL Gas Pvt Ltd. Head Office located at Meridian Business Centre, plot no. 27, sector 30, Vashi Navi Mumbai 400705. The above Five (5) fixed landline connections were obtained under  the Annual Rental  Plan. The plan was offered and sold by your Sales person Mr. Sujit Sharma. The commercials offered under the said plan was Rs.6499/- per annum/connection excluding GST. After discount, an amount of Rs. 38,345/- was paid to Airtel as advance rental for a period of one year effective 18.09.2019, against the Five (5) fixed landlines numbers being 022-49794476, 022-49794272, 022-49794291, 022-49794474, 022-49794211 under relationship number 7038636759. Services against the above numbers was provided till expiry of the period which has September, 2020.

During the entire period of one year of service rendered by Airtel, we did not receive any bill/invoice that could give us an fair idea about the call usage of each connection. For obtaining the information on usage, we raised service ticket to Airtel customer support. However, no response was forthcoming from Airtel in this matter. In the meantime, we interacted with your Sales person, Mr. Sujit Sharma to resolve our query regarding monthly usage. Owing to reasonable amount of delay from Airtel in providing the said information, there was deferment in opting continuation of services. By then, Airtel had already disconnected our Five (5) telephone lines. As no solution was provided by Airtel team, keeping in view our relationship with Airtel & business needs, we opted to continue with Airtel services on the same terms, i.e ARP.

Deferment of payment of bill number FT2127I001241850 dated 24^th September,2020 (bill enclosed) for Rs.30757.80 by 4^th October 2020 was replaced by bill number generated under Annual Rental Plan (ARP) FT2127I001484710 dated 24^th October, 2020 for Rs. 25091.10 after adjusting Rs. 6,995.04 (bill enclosed). Accordingly, payment of Rs.25,683.25 was made on 3rd November to continue ARP (Annual Rental Plan) with Airtel against the 5 fixed land lines for the year 2020-2021 effective from 19 September 2020 which is due to expire on 18th September 2021.

To our surprise, we received a bill No. FT2127I002888176 dated 24^th March 2021 for amount of Rs 1966.62 for same relationship number 7038636759 against 5 direct lines as monthly rental billing.  We would like to mention that all the five (5) landline telephone connections are under ARP (Annual Rental Plan) with Airtel as per our bill number FT2127I001484710 and would continue to be so till the expiry in September 2021.  Post the receipt of said bill for Rs.1966.62, Airtel disconnected the services of all the Five (5) landline connection of their own accord without notifying to us about the predetermined and intentional action. On enquiry with your customer service, it was conveyed to us that delay in payment has resulted in disconnection of the five landlines. Also, two (2) out of the five (5) land lines are being converted in to monthly rental plan from February, 2021 onwards.

In the view of the forgoing and as a responsible service provider, you owe us answer/clarification on the following:

1. How can you covert the ARP in to MRP without prior intimation and consent of the client?
2. How can you disconnect all the Five (5) Landlines while we were told that Two (2) Landline connections are converted to MRP?
3. How can you charge us an amount over and above Rs.25683.25/- paid under the ARP for one year period that expires only on 18^th September, 2021?

Please be informed that such arbitrary action on part of Airtel is not acceptable to us.  Your arbitrary action has resulted in the following:

1. Loss of business opportunity amounting to more than Rs.1 Lakh/per day from the date of disconnection.
2. Total breakdown of communication with stake holders
3. Loss of our trust in the service provider.

Not withstanding the hardship caused by your unprofessional and unreasonable action, we are paying bill no. FT2127I002888176 dated 24^th March for Rs 2,084.62 ’UNDER PROTEST’

Accordingly, you are hereby advised to take necessary steps and actions to restore the connectivity without any further delay as well as restore the plan under ARP.

In case if you do not redress our grievance within stipulated time frame of 7 working days from the date of this letter, we shall be constrained to take up the matter with appropriate authorities as deemed suitable.

In anticipation of quick response.

Yours Faithfully,

 

 

HPOIL Gas Pvt Ltd,

 

 

 

 

Encl:

1. Bill No. FT2127I001241850 dated 24^th September,2020.
2. Bill No. FT2127I001484710 dated 24^th October, 2020.
3. Bill No. FT2127I002888176 dated 24^th March, 2021.

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