| Name of Complainant | |
| Date of Complaint | April 11, 2021 |
| Name(s) of companies complained against | Airtel payments bank |
| Category of complaint | Miscellaneous |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I am Manish Kumar an Airtel customer having purchased FasTag linked to my airtel mobile number for my vehicle TN 05 AF 2464 by creating an Airtel Payments Bank account which has been created with a help of Airtel staff in Redhills (Chennai) Toll booth.
I am facing an issue in terms of FasTag from 5th of March 2021 (Friday) as it says my account has been blacklisted/freezed/ inactive.
I have immediately called up the customer care no (400) where they have told me to share my Aadhar Card which I have sent immediately after the call with subject matter as my mobile number 9841626620. I have received an auto generated email with the complaint number as 8949382.
They have told that it will take 2 working days to resolve this issue and I have waited for the reply but there is no response.
Again, I called up the customer care on 9th of March 2021 (Tuesday) to check the update they told me to send the Aadhar Card along with 3 months credit card statement to prove that i am the one who is using the FasTag. I have sent the same after the call on the same day where an auto generated email has been received that “Thanks for writing to us, we will resolve your issue in 2 Working days”. I have waited for 2 days but there is no response.
Again, I called up the customer care on 12th of March 2021 (Friday) to check the update they told me to send the Pan Card. I have sent the same after the call on the same day where an auto generated email has been received that “Thanks for writing to us, we will resolve your issue in 2 Working days”. I have waited for 2 days but there is no response.
I have sent a reminder no 1 email to wecare@airtelbank.com on 19th of March 2021(Friday) for an update but there is no response.
I have sent a reminder no 2 email to wecare@airtelbank.com on 22th of March 2021(Monday) for an update but there is no response.
I have sent a reminder no 3 email to wecare@airtelbank.com on 25th of March 2021(Thursday) for an update but there is no response.
I have sent a reminder no 4 email to wecare@airtelbank.com on 27th of March 2021(Saturday) for an update but there is no response so I have called up the customer care (400) on 27th of March 2021(Saturday) to know the status of my complaint they said the back-end team is working on the same it will take 2 working days to resolve the issue. But the issue is not sorted out. On conversation on 27 March 2021 (Saturday) with one of your customer support executive Ms. Divya where she is not even interested to handle my issue and simply telling me that I have to send the documents. I have told her that I have sent it already then, she was asking when you sent, from which ID you sent, what is your mobile number, what is your complaint number and all she started asking.
Please note I have written above where I clearly told that I have shared all the documents including Pan card, Aadhar card, Credit card statements on 12, 22,23 March 2021 but she was not even interested to check the emails and simply talking without any sense. She escalated my call to the next level and my next conversation with Mr. Mani Rohit floor Supervisor on 27 March 2021 where he has promised that over the call, he can take the request to deactivate the fastag and payment bank account where I had given my approval to deactivate both and he has promised me that it will be done in 2 working days. I have asked for a email communication from him regarding the same but he said he cannot give such confirmation rather and suddenly he has transferred my call to escalation department Mr. Pawan.
Mr. Pawan Escalation Department supervisor has promised me that he will take the responsibility and will make sure that it will be sorted out in 2-3 working days’ time. On the same day my call has been transferred to different levels and I spoke to almost 91 minutes and 29 seconds. As per his statement today is 4th working day but still the problem is not sorted out and there is no update/ apology in terms of phone or email communication.
I again reiterate that on 27 March 2021 (Saturday) my call has been transferred to different levels and I spoke to almost 91 minutes and 29 seconds but of no use.
My Complaints Numbers are,
- 8949382,
- 8883781,
- 8920490,
- 9154850,
- 9152041,
- 9155856,
- 9196366.
My Concerns:
- How can you freeze my account without my knowledge?
- How can you blacklist my FasTag without informing me? please note I have not received any such communication (before & after) from you regarding this.
- Why only Debit entry is freezed but not the credit entry into my Airtel Payments Bank account?
- I don’t understand why so many complaint IDs are generated for my one single query?
- When so many complaint numbers are generated how do I know which is related to which date?
- Your customer team is not capable of handling a complaint on time where they are literally making me to beg for this issue.
- Are you people are really interested to resolve this issue?
- Why there is no proper communication from your side when there is a delay?
- Why there is no apology email from your side because of this delay?
- I am paying double the toll charges everyday starting from 5 March till today (1.4.2021) who is going to reimburse?
- What is the use when I send so many reminder emails, calls to you were still my issue is not resolved?
- I approached one of the Airtel stores in Chennai for this issue where they simply said they cannot do anything on this and this has to be sorted out through customer care only. What is the point in having such stores for customer then?
- All the call recordings have been attached where you can see how much time I spent speaking to your customer team which is of no use right?
- Your customer team is telling that when backend team is not supporting us what can we do? This you can hear at 40th minute in my 91 minutes recording. This clearly shows how your customer team works and the level of interdepartmental cooperation.
- When is my issue fastag deactivation will be resolved? Because of this blacklisting i am not able to buy a new fastag also. You people are literally making me to suffer a lot and giving me mental trauma. Who will be answerable for this? who will take responsibility for this?
- Is this the way you people are trained? You should feel ashamed of yourself working for airtel, such a worst company ever come across.
- When Mr. Mani Rohit, Mr. Pawan gave me a promise that it will be sorted out in 2 working days’ time but there is no update/ apology in terms of email or phone communication on the issue either it is resolved, will take time, why there is a delay? Such is the working culture of Airtel?
I will wait for 2 more days till Saturday (3.4.2021) to sort out this issue if I don’t hear from you then I will file a complaint in consumer forum against airtel by giving me such a mental trauma by submitting all the mail communications. Choice is yours.
Looking forward to hearing from you.
