| Name of Complainant | |
| Date of Complaint | November 8, 2025 |
| 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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Dear Officer,
I am writing to bring to your attention the complete history of my pending refund and the issues faced with your broadband service, specifically with the miscommunication and mishandling by Airtel sales and support teams. Kindly review the detailed timeline below: Complete Case History of my Case :
1. I made Payment on amount of Rs. 2,500/- was paid via Google Pay on 23rd June 2025 to Mr. Sanjeev (Airtel Sales Executive) for a new broadband connection (Airtel Black) under a Rs. 1199/month plan with 300 Mbps speed as promised by him. False Commitment & Delay in Installation:
o Mr. Sanjeev assured installation within 24 hours (by 24th June 2025), but no action was taken.
o The installation team finally arrived on 30th June 2025, after 7 days of delay.
1. Discrepancy in Promised Plan:
o During installation, I was informed that the actual speed under the Rs. 1199 plan is 100 Mbps, not 300 Mbps as promised. This misrepresentation clearly indicates false sales information.
2. Immediate Cancellation Request:
o On the same day (30th June 2025), I requested cancellation. The installation technician collected an OTP from me and confirmed the cancellation.
o I also received an SMS confirmation of cancellation from the Airtel engineer.
3. Follow-up for Refund:
o I sent an email on 3rd July 2025 requesting a full refund of Rs. 2,500.
o The payment receipt clearly mentions that refunds are processed within 7–10 working days.
o However, I received no refund within the stated time.
4. Unexpected Bill Raised:
o On 27th July 2025, I was shocked to receive an email from Airtel raising a bill of Rs. 746.58, despite:
No installation
No usage
Cancellation done on 30th June itself
o This amount was debited from my original payment of Rs. 2,500, without my consent or service usage.
5. Clarification Requested:
o I immediately replied to the email on 27th July 2025, asking how a bill was raised despite cancellation and no service activation.
o I requested full refund again and asked for immediate correction of wrongful charges.
6. Airtel’s Response:
o On 13th July 2025, Airtel responded confirming cancellation and that the refund would be processed within 20–25 working days.
o On 4th August 2025, another response claimed that the disconnection request raised on 3rd July was “retained” by customer care (without informing me). A second disconnection request was raised on 1st August with reference number 11015142467.
o I request clarification: Why was the disconnection “retained” without informing me? This internal lapse is not my fault, yet I am being financially penalized.
7. Partial Refund Received:
o After multiple follow-ups, I received a partial refund of Rs. 1,593.59 on 17th September 2025.
o However, the balance amount of Rs. 906.41 is still pending.
My Request:
I request Airtel to:
• Refund the remaining Rs. 906.41 immediately.
• Provide a clear explanation as to:
o Why the cancellation request made on 30th June, and 3rd July was not acted upon in a timely and correct manner.
o Why the disconnection request was “retained” without any written communication.
o On what basis was the Rs. 746.58 billed despite no usage or activation of services?
Conclusion:
This entire situation has caused me undue stress, financial loss, and has been a clear case of mismanagement and misinformation by your sales and support teams. I have tried to resolve this amicably through multiple emails and follow-ups.
If the balance amount of Rs. 906.41 is not refunded within the next 7 working days, I will be forced to:
• File a formal complaint with the Consumer Forum and TRAI.
• Share the complete experience on public consumer grievance platforms and social media.
I urge you to take immediate action and resolve this matter in good faith.
Regards,
M.S.Tripathi
Mobile +91 9318066551
