| Name of Complainant | |
| Date of Complaint | July 20, 2020 |
| 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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Dear Sir,
My airtel number 9004814449 was not active as SIM was displaying “No Service” Since April 15th 2020. I tried multiple times to lodge a complain on the Customer care through IVR but no success as no executive was available to help me. Further IVR was not allowing to lodge a complain due to systems issues. I had also put a complain by sending an email to airtel.com. After multiple attempts, in the month of June I could connect to a customer care executive on VR and expressed my grievances. The executive informed me that my SIM is not in service due to faulty in the SIM card and I was directed to visit a Airtel gallery to replace the SIM. I immediately rushed to the airtel gallery in Goregaon East and got the SIM replaced. Though, my issue was partly resolved, charges levied for the month of April, May and part of June was not reversed. The issue was escalated to higher authorities. As usual, no resolution from higher authorities on the matter. As the issue was not unresolved, I placed a request for deactivation of the number which was done in a week time.
I was surprised with the action. I have been using the number since a longtime. It was a genuine reason that during the pandemic airtel customer care was not operational to address my problem. Why a customer should be penalised for this? I had to live without a mobile connection during this period. I could not access my bank accounts and credit card accounts. It was an Imposed hardship on me. I could not even used online banking as this number was connected to my bank accounts and OTP could not be received. Now Instead of resolving the issue, my number is deactivated.
May I put forward following queries for the management of airtel to address-
A. If airtel customer care was not functional to solve my problem how can airtel charge me For the monthly rentals?
B. Who is responsible for the inconvenience caused to me during the pandemic where every time I had to visit the branch to withdraw money?
C. Is it fair to treat a long standing customer in this manner?
I would sincerely request the management of airtel to resolve the issue and activate my number as soon as possible.
I may be contacted on 9821008511
Regards,
Jugal
