| Name of Complainant | |
| Date of Complaint | November 22, 2020 |
| Name(s) of companies complained against | Airtel |
| Category of complaint | Mobile Phone |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
      |
|
Respected Sir/ Madam,
I have been using Airtel as a service provider for 8 years now. On Thursday (12-Nov), I received a call from Airtel customer care asking me to submit additional documentation as per government regulation. I was not given any additional information on what regulation or why Airtel is requesting the documents after 8 years of me be using their services. Later that day (12-Nov) Airtel barred all services on my number (incoming/ outgoing/ mobile data) without any intimation. I was not even able to call 121 to enquire about why such a drastic step was taken.
The following day (13-Nov) at around 9.20am I wrote a mail to Airtel appellate asking for an explanation and restore my services. I did not get a response from Airtel until the next day and even then it was an automated email that serves the purpose of fooling TAT response time. Between 13-Nov and 14-Nov, I visited two Airtel stores with my ID proof and both visit were if no use as the representative told me they had no clue why my services were barred and in fact asked me why Airtel asked for additional documents. The only good thing that came out of that visit was they were able to temporarily restore services on my number for 3 days.
I have written multiple mails to Airtel appellate and nodal officer requesting for a status on my service request but both were met with zero response other than automated emails at regular intervals.
I want Airtel to let me know:
1) why additional documents were asked of me and as per which government regulation
2) what is the normal protocol that Airtel follows when requesting for additional documents from customers
3) why services on my number was barred the same day Airtel asked for additional documents, is that the norm? Does Airtel not give customers sufficient time to respond to such requests as other service providers give atleast 72hrs from the time request is made
4) will services on my number be revoked after 3 days or has Airtel fixed the issue
I am happy to share my email communication with Airtel as evidence if required. I would appreciate a clear response from Airtel on the points raised and what is being done to mitigate such issues in future.
Thanks,
Jeeja Jithendran
Image Uploaded by Jeeja Jithendran:
