I have been Airtel customer for several years using the subject mobile number. I have activated Airtel ISD umbrella pack on 5th or 6th of November 2019 to make ISD calls to Australia. I understood from the customer service explanation that the charges would be Rs.3/- per minute under the pack, but it was shocking to note in my bill that the charges where not levied as per the umbrella pack tariff. On Nov 8th I made several calls to Australia and the number got barred suddenly, when called the customer care they told me to make interim payment due to high usage of ISD calls and activated my number. And also to my shock they said the unbilled Outstanding amount was Rs.9000/- approx to be paid. I was confused of the charges and asked for detailed billing and I was informed to wait until Nov 12 for the bill to get generated. My mobile was unbarred again and made few more minutes call and flew to Australia for urgent matter after couple of days. When I returned back, I received a shocking bill amount of Rs.37781/-.by email after demanding for the detailed bill in customer service with a slab rates of Rs.12/- & Rs.180/- per minute (Bill copy attached for your ready reference, password – odaw). I also noticed that none of the calls where charged at Rs.3/- per minute as per the pack tariff, as explained & informed by Airtel’s customer service during pack activation. By noticing the same, I have visited Airtel, Santhome Branch and made a complaint vide subject token number and they also informed us to write to nodal team to get a proper solution for the same.
The nodal team was claiming the charges are correct as per pack tariff. When I demanded to play the recorded conversation to prove their fault, they have been neglecting and denying to play the recorded conversation. They have been barring my outgoing services and demanding me to pay the incorrect charges forcefully. But, I have forwarded and escalated the complaint to next level with the appellate team on 25/01/2020 @ 7:04 pm, where I haven’t been getting any response from appellate team. The nodal team and the collections team are forcing me to pay the incorrect charges by barring my services frequently, which has never been explained to me nor it has been proved by them by playing the recorded call conversation. I’m stuck helpless with this unethical customer service/nodal team.
Appellate team from Airtel never responded for any of my mails for more than a months, and while I waited for their response, collection team kept calling me several times a day troubling me to pay in spite of me explaining of waiting for appellate to respond for solution. Collection team blocked my incoming and outgoing and asked me to wait forever for appellate team to respond and they wont check with appellate. After blocking, appellate mailed on Sunday, as they don’t want to provide solution or give Audio recording or give any waiver. It looked like a deliberate attempt to block my number while I wait and force me to pay without giving solution or audio recording of how I was misguided and How the billing is justified. My number has been blocked since Feb 22nd 2020 and this is creating too many inconvenience as the number is shared with banks, Employers, My friends and family and several services. I have asked Airtel customer support to direct my call to Appellate to speak, but they have denied it.
I plead your good-self to get me justice for this unethical demanding and solve the issue to save my hard earned money from the team of Unprofessionals in Airtel. For your kind reference, I also paid an approximate bill amount of Rs.2000/- on 12th February 2020 towards undisputed billing cycles of December 2019, January and February 2020.
I sincerely hope that I would get support to solve my billing dispute in AIRTEL and relieve me from all the hassles.
I await your supportive response and action in this regard to proceed further.
Thanking you in advance.
