| Name of Complainant | |
| Date of Complaint | October 16, 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 | |
      |
|
Escalation number(s) – 220155849
Interaction Number – 1160853125
Registered Mobile Number – 9911480310
Request Number – 138083584
I got a broadband connection in March 2021 and paid six months in advance. But unfortunately, I did not get to use the full service that I paid for due to my unavailability in the location. To avoid another 6th-month plan payment, I reached out to your social media team to help me put this connect under safe custody, but as they told me, they said it could only be done through the app once it is moved to the monthly plan. Upon changing my plan (not sure, at what status is it now), I tried my connection under safe custody through the app. However, I could not do it, as it showed some pending requests, & I will not be able to make another request.
Again I reached out to your Social media team to resolve this to avoid another billing cycle, but all my time & effort were in vain. Without giving up, I reached out to your customer service – 121 and explained this issue, and by then, I got another prorated bill – I did not use it.
Upon speaking to Miss Rakshita & supervisor Miss Rajeshwari the same day, Rajeshwari promised me that the monthly bill would be waived off on my request and will move your plan to monthly so that you can put your connection to safe custody. Nothing happened, as they said that there is some technical issue. Upon understanding the glitches, I said it’s okay, I will wait, but request you to resolve it.
In the meantime, I would get a call from your customer care/billing team every day between 1030-11 AM reminding me to pay the bill of Rs 3800 (6th-month advance). When I requested the person on the call that this is the issue if you could help me, he said, to call customer care, and I’m here to remind you of the bill. (Amazing service, guys)
Again, I reached out to 121 a couple of times, and Mr. Kabir helped me that it is a technical issue and will resolve it in the next 48 hours. Today it is close to 96 hours (NO RESOLUTION YET), and yesterday – I again reached out to tell those issues; I spoke to another supervisor – Mr. Sabari, and he promised that issue will resolve it today, yet NO UPDATE.
The most painful part is that I have to keep repeatedly re-iterating the issue because you all do not have proper CRM/ or ticket management. How bad the issue and escalation can be? And, never got a call back too.
Image Uploaded by KAVYA: