| Name of Complainant | |
| Date of Complaint | January 16, 2021 |
| Name(s) of companies complained against | Airtel |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
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Hi, I had requested a broadband connection from Airtel at my home in Vaishali, Indirapuram, Ghaziabad on 5th January, 2021. A service advisor was allocated to me on the same day. He came the next day for documentation and payment. I gave the documents and told him to start the process. He told me that the process will only be started when I will make the payment is made in full and is realised in the company account. I made the payment via UPI immediately. I was told that the connection will be installed by the end of the day. I said ok.
No one came or called me that whole day. I tried calling the advisor in the evening but he kept disconnecting the call. The same thing happened for the next 2 days. Finally, I called the customer care to enquire. They said a technician will be allotted to me the connection will be installed by the next day, i.e. 9th January, 2021 and it takes 3-4 days to install the connection. I asked them take an action against the advisor for misinformation. 5 minutes after disconnecting the call, I got a call from the advisor. He then tells me that a connection cannot be installed at my address as there is no available slot at the Distribution Point (DP). I asked him why I was not informed about it before I made the payment or even before I was allotted an advisor. He simply said that he thought that there is a slot available on the DP. After a heated exchange of words from both ends, I just told him to refund my money. To this, I was told that the refund will be processed within 7 days. I asked him when he came to install the connection, I had to pay before the process could even be started. But when I am asking for my money back, why is it taking 7 days. He simply said and I quote, “This is the procedure”.
Defeated, I said to just process the refund. The maximum time given to me was 15th January, 2021, end of the day.
On 16th January, 2021, I tried calling the advisor, he just disconnected my call. Next I called the customer care, and I was told the refund has already been processed to my account on 13th January, 2021. I said no such transaction is reflecting in my account. The executive then transferred the call to her senior, who then again checked and then informed me that the payment has been processed to my account on 15th January, 2021. I simply asked the senior executive to share the transaction ID and details with me and send them to my e-mail so I can go to my bank, and get it settled. The senior executive then again checked her system, and said the refund transaction ID is not reflecting on her system. She then asked me to wait for another 7 days for the refund to be processed.
Now I what am I to do?
Is Airtel pulling fraud by withholding money of the customers, earning interest on that amount, and then before customer approaches the consumer forum, refunds the amount, but retains the interest earned on that amount?
