| Name of Complainant | |
| Date of Complaint | July 1, 2020 |
| Name(s) of companies complained against | Airtel |
| Category of complaint | E-Com & Retail |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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- I am an Airtel prepaid user with the mobile number 7356015305. I have written to two airtel customer service email addresses, but have received no response.
In the second week of March, there was a problem with my SIM card where it stopped working out of the blue and all my attempts to reinsert the SIM and restart my phone were unsuccessful.
To try and get a new SIM card, I approached the Airtel store whose location and contact number I have mentioned below. The service agent present at the time (March 19th 11:30 AM), took my details down and asked for a fee of rupees 600 which I was told was the charge for the SIM and the mobile data plan. Due to the lockdown that was enforced shortly, I wasn’t able to collect the SIM card until a week back. I wasn’t provided a bill at the time but the agent had assured that my details were written down in a record book he maintained.
Upon contacting the store, the agent now insists that I had not given him money even after me furnishing all the details I could provide. He also claims that there is no CCTV footage from the day. I had also reminded him of the fact that I was not expecting to pay an amount of rupees 600 and therefore had to go to the nearby ATM and report back with the money, for which I have a bank statement to prove. However, the agent continues to claim that he and his colleagues had checked the accounts for the past months, and responds to every one of my arguments with “If you had given me the money, it would be recorded in the notebook and I would have noticed the amount while handling the store accounts.” The agent seems to imply with his argument that:
1. I did come to the store on the 19th of March.
2. The agent did inform me of the required amount.
3. I did go the nearby ATM and withdraw the amount.
4. And yet, my request was duly noted by him without me giving him the required amount.
Please note that the agent would not take my request for the SIM card if I had not given him the money to accommodate my request. Not only has he taken down my request for the SIM card, but the SIM card is now ready at the store for my collection. Clearly, he wouldn’t have been able to accomodate my request if I had not given him the amount.
It is important to me that I’m able to start using the number again without any further delay. Me and my family have been using Airtel’s services for a long time now and I hope that this conflict is resolved soon.
Here are the details of the mentioned store:
I have sent the contact number of the service agent in my emails to Airtel, I do not wish to make that public here.
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