| Name of Complainant | |
| Date of Complaint | September 19, 2021 |
| Name(s) of companies complained against | Airtel prepaid |
| Category of complaint | Cyber Crime |
| Permanent link of complaint | Right click to copy link |
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Hello sir,
Myself is Ongoli Koushik,
First thing i want to inform is airtel ‘121’ is not taking my complaint so how will i get the complaint ID? The service request I have is CONRC3BLR20210830336515 which was closed without solving,
My problem is I did a recharge on 28-08-2021 at 15:01:22. I used airtel thanks app and selected UPI as payment. The transaction was successful and I have received 40 RS cashback also.
I received an SMS from airtel that the transaction was successfull, but the recharge was not completed. The next day I called 400 to ask about it and they said the recharge was successful and asked me to call 121. and when I called 121 they said they didn’t receive any payment and asked me to call 400. The same thing happened more than 10 times. next 121 asked me to send an email to 121@in.airtel.com. so i have sent an email and as a reply I got an email saying that my email id is not registered and asked me to call 121 and register my email. i did it but i didn’t receive any confirmation and again i got an email asking me to register online or using airtel thanks app. So I registered using the airtel thanks app.
then i didn’t receive any reply so again i have mailed them and as a reply i again got the same email as email not registered. Then I received an sms asking me to confirm that I want to register my email id. so i have confirmed it too and again no reply so i called 121 and they said i must wait for 7 to 10 days and my money will be refunded to my bank. today is 19-09-21 but till now i didn’t receive my money. and when i called 121 and asked them to please take the complain they again asked me to send email to 121@in.airtel.com but i said i have already mailed them, for this the CC representative say that my email was not registered but i told him that i have done all this to register my email id then he said until i receive a confirmation sms from 121 that my email id is registered my emails will not be shown to 121@in.airtel.com. sir, is it my mistake that my email id is not registered? I have done all the things which were asked me to do. I request you to please do the needful and please return my money or add the recharge to my account. I think if one will see why did i received 40 rs as cashback, I hope it will be clear about where my money went.
I will not recharge my number till my problem gets solved and if it is solved I will continue with or I will change to JIO. I hope my problem will be solved by you, respected sir.
Thank you
Regards
Ongoli Koushik
I am deeply troubled to inform you that there seems to have been a significant oversight during the setup process of our fiber connection. Despite our explicit request for a prepaid service, I have been provided with a postpaid connection, which is in direct contradiction to our initial request and expectations. This situation has led to considerable inconvenience and frustration for me.
On 12-07-2023, I contacted airtel team to inquire about obtaining an Airtel Xtreme Fiber connection with a prepaid plan. During our conversation with Mr. Vinay Goud, we unequivocally communicated our preference for a prepaid fiber service due to specific personal reasons. Mr. Vinay Goud assured us that our preference would be honored, and the requested prepaid service would be promptly set up. Subsequently, I was requested to make a payment of Rs. 2088, which covered the installation fee of Rs. 1500 and a charge of Rs. 500 for the prepaid basic plan. Moreover, I was given the assurance that a refund of Rs. 1500 would be processed upon disconnection. Relying on this information, I proceeded with the payment and agreed to the connection.
However, to my absolute astonishment, I received an email from Airtel Xtreme Fiber on 14-07-2023 indicating that my connection has been established as postpaid rather than the prepaid service that I explicitly requested. This discrepancy between my request and the provided service is not only deeply concerning but also wholly unacceptable. This unfortunate situation has caused me a substantial amount of trouble and inconvenience.
On 14-07-2023, I contacted Airtel customer care several times on call and email to explain the whole issue. As the prepaid connection was not available in my residing area. I asked them for a disconnection request. So they registered a complaint against the person who set up the postpaid connection and also assured us that a disconnection request is set up and after disconnection the amount of Rs. 2000 will be refunded back. Connection was disconnected within 7 days (on 19th July 2023).
Then on 04-08-2023 I received the bill for July 2023 showing the bill period- 11 July 2023 – 26 July 2023. The connection was set up on 12-07-2023 and it was deactivated on 19-07-2023.
As per the conversation with Airtel, the rental was seized from the date of registering the deactivation request i.e, 14-07-2023. So according to that I should get a refund of Rs. 2000+ But when I again contacted Airtel regarding a bill that shows a total payable amount as -550.83 Rs and in the same bill payment and refund details shows an amount of Rs. -2088.60. They refused to give a refund of 1500 (the installation charges) and told me that I will get the refund of only Rs. 550. I also sent them the screenshots of emails where I was assured of a refund amount of Rs. 2000 and explained the issue again but they denied.
As a longstanding and loyal Airtel customer, this situation has significantly eroded my trust in the company’s practices and service quality. I urge you to conduct a thorough investigation into the events that transpired.