| Name of Complainant | |
| Date of Complaint | April 25, 2021 |
| Name(s) of companies complained against | Airtel |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Hi team,
We had purchased Airtel postpaid family plan of Rs.999 in Feb,2020. Two months later, we started facing issue with data as well as calls on primary number which was related to network and we had complained about the same to customer care. After troubleshooting at their end, they sent us auto generated text that the issue had been resolved. On the text , we had replied with “2” which stated that the issue is not resolved from customer’s perspective and still we were paying the bill.
Complaining process gets continued and meanwhile we had reached out to local airtel store as well to find solution for the same.
On 03/04/2021 we had visited store again to migrate our number from postpaid to prepaid but the store manager named Vishal gives us assurance that we will resolve your issue and you will not need to pay bill for past month which was generated on 21 March,2021.
we waited and there were no calls from store person Vishal. We then reached out to Social media team via Twitter.
Social media team provided us solution and assured us that they will waive off Rs.500 from current bill and we will have to pay the remaining as there was 350 GB of data accumulated because of the bad network. This was assured to us by Shrishti and Saumya from Social media team. On 06/04/2021, i had paid the till date amount of Rs.1366 to migrate my numbers from postpaid to prepaid and as Airtel team had assured us of waiver of Rs.500 they gave us waiver of Rs.230 only. Then Saumya from social media team called me and told me that i have to wait till 21st April. In that discussion, she told me to wait till 21st April so that we will waive off additional Rs.500, so there will be total waiver of Rs.800 and the rest you will need to pay. We agreed to her and waited till 21st april.
On 21st April, when the bill was generated, there was only Rs.230 waiver provided to me for rest amount i connect with Social media team providing reference of that message. This time different person spoke with me and said we can only provide waiver of Rs.500 in total and she is not sure who committed waiver of Rs.800. she now asked us to wait till 21st May to get the waiver amount of Rs.270.
sir,
below are my concerns:
1. As i had already paid the amount for migration of services from postpaid to prepaid on 06/04/2021 then why the airtel team had not migrated my services?
2. as amount calculation for postpaid services are done on pro-rata basis, then why Airtel team is delaying in resolution ? As every time when i had discussion with them they said that they have escalated this issue and concerned team will revert shortly?
3. Why team is forcing me to use postpaid?
4. why team members are not having complete information and how they can assure me without that?
5. Why they are not ready to write a mail to me?
6. why they are harassing me to migrate my services from postpaid to prepaid?
attachment- 1. Attached screenshot of discussion being done on 07/04/2021.
Image Uploaded by Shrawan Bhagwat: