| Name of Complainant | |
| Date of Complaint | April 23, 2019 |
| 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 | |
      |
|
Hi,
I have been Airtel postpaid customer [phone number 9861034671] to Airtel around a year back, Presently I am on international roaming [United Kingdom] since Oct 2018 on Rs 3999/- plan. I have never been a defaulter and paid all dues on time.
I have my roll up data balance of 300+ GB as I do not use the data that frequently, as I have wi-fi at home and office both in India and UK.
As I am in UK, so I have been told that my India data allowance will also work in UK. My monthly data usage is very less perhaps couple of megabytes.
This time due to some requirement, I used Airtel data in the week of 14th – 21st April 2019 in UK. As I was that data rollover is available in UK, so I used it freely, and as a precaution also I called the call center to know the process of data consumption and accumulated unpaid bill amount, more than 3 times since 20th April. Every time I have been told that the call center associates cannot see my unpaid bill and whatever it shows on my Airtel app that holds good. In the Airtel app of my mobile it showed that I am consuming the data from my stored volume but never shown that my unpaid bill amount is getting increased.
[First call] On 20th April, when my data stopped working, I called up India Airtel and the person told that there is some network issue and it would be resolved soon.
[Second call] Yesterday, 21 of April, when my data connection stopped, I called up India Airtel that I am in UK on international roaming and data is not working, they told that it will start after 30 minutes after restarting the phone.
[Third call] This morning when my data stopped, I again called up to Airtel call center (from UK to India) and the person told that data will work after removing and reinserting the SIM card. However, this did not work.
[Fourth call] So I called up again, the gentleman told me that my usage has crossed the limit and I must pay around 16800+ INR immediately, it came as a shock to me. Whereas since the last two days I have been told from the call center that it was a technical issue and they sorted out so that I can use data. It could have been better to give me a truthful picture.
Now I think I have been betrayed and took a wrong step to port my number to Airtel.
- My question is why I have been kept in dark by the call center guys? Every time I called they said they told that my India rollup data is available in UK. On my Airtel App, my rollover balance was getting reduced when I was using the data in UK.
- Why did call center guys ask me to reboot my phone after 30 mins and everything will be fine from data access point. When I called for the first time when my data has been barred. They could have told me clearly about the root cause, which I asked exclusively.
- On my 4th time call, call center person told that I must pay a huge amount of 16800/- INR as minimum to continue my phone data. Why was it not told at the earlier?
If you need evidence and recording the call center calls, you can go for the evidence to check the calls from my international number i.e. +44-772 150 6 03 to your call centers in the date range of 20th Apr 2019-22nd Apr 2019
How come now the call center guy clarify that the 306 GB of data belongs to National data and international data is not included in that, when the damage has already done. Why this clarity has not been given to me by the call center from in the first call, when I reached out to the call center?
Considering the above misleading and confusing information from your call center not once, but multiple times. Please arrange to waive off the data charges that has been raised against my number. I will only pay the amount that I used to pay against my IR plan.
Please acknowledge and respond.
Thanks,
Debasish Das
+91-9861034671
Image Uploaded by Debasish Das: