Name of Complainant	Venkatesh Murthy
Date of Complaint	September 15, 2020
Name(s) of companies complained against	Airtel
Category of complaint	Mobile Phone
Permanent link of complaint	Right click to copy link
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My 80-year old mother had got her mobile (non-smart) recharged with the Unlimited validity Rs.500 pack on the 03rd of this month. Yesterday, the 14th September, she had made a single call around 08.35 am, for a duration not exceeding 6-8 minutes. Surprisingly, when she tried to make another call a while later, she got the pre-recorded message that there was no balance left! When I checked the details of the calls and deductions on the Airtel App, I found that 3 deductions – 2 for Rs.67.50 (each for 45 minutes) and one for Rs.28.35 (28 minutes) were made for CALLS TO THE SAME NUMBER AT THE SAME TIME (all of them show the time of call as 08:26:27). How is this logically possible when only ONE call had been made, as a matter of fact?

I raised this matter with your customer care immediately, and after some checking, I was told that THERE WAS A MISTAKE IN MULTIPLE DEDUCTIONS, AND THAT THE EXCESS AMOUNT DEDUCTED WOULD BE REFUNDED WITHIN 24 HOURS.

However, neither did the refund happen, nor did the outgoing calls get enabled, even after 24 hours had passed. So I called up the customer care again and narrated the same story all over again. To my horror, I was again told that 3 calls had been made and hence the deductions. Even a senior person, to whom the call was transferred, reiterated that the calls had indeed been made, and that AIRTEL COULD DO NOTHING TO CORRECT OR REFUND amounts deducted (a total of Rs.163.35).

I reiterate once again, that my mother had made just ONE call at around 08.30 am, with the duration not exceeding 6-8 minutes, while amount for a total of 18 + 45 + 45 = 108 minutes, or 1 hour 48 minutes, has been WRONGLY DEDUCTED.

Kindly rectify this anomaly and refund the excess amount deducted.

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