| Name of Complainant | |
| Date of Complaint | October 29, 2018 |
| Name(s) of companies complained against | Airtel |
| Category of complaint | Mobile Phone |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Sub : My Mobile No. 9967966850
Kind Attn (1) Shri Srinivas Tamalampudi – Advisor Customer Experience
(2) Shri Suresh Dwarampudi – Advisor Customer Experience
(3) Customer Care Services
Dear Sirs,
Me and my husband Dr Prashant Sawant have been the valued customers of Airtel since 2012. My husband Dr Prashant Sawant expired on 7th October 2017and the same was thereafter informed to Airtel and his number was disconnected and thereafter around mid November I opted for the Roaming Plan as I had moved to Delhi to my sister’s place for about 6 months and for 2 months to Indore. Further, I had no reason to complaint about AIRTEL till about 20th October 2018 but subsequently the call from number 7899799614 around 5.30pm IST has left a lot of doubts about the customer care executives and the sales executives of Airtel Services. I am enumerating here below the brief facts about the miscommunication and agony you have caused to a valuable customer for no fault of her’s :
1. Around mid November 2017 I shifted to the Airtel Roaming Plan. Though I had problem with the 4G connectivity in the capital city I did not complain as I wasn’t keeping good health and mentally disturbed due to the sudden demise of my husband Dr. Prashant Sawant.
2. Around 5th August 2018 around 12 noon I spoke to the customer service executive for about 5 minutes. My query was that (a)I was traveling to US and I would not be able to use the services for about 2 months; (b) I should go for a lower plan so that I don’t pay the exhurbiant charges of roaming which was hardly used by me and (c) my un-used data.
Please note that this un-used data is not free data, it is the data which I get with my plan for which I have paid. I could not utilise the 4G data as your data services was very very bad. At this point the Customer Executive informed me about the “Safe Custody Plan” for 3 months and told me that my number will be in custody and once I use the connection again I will get the unused data too and thereby discouraged me to go for the lower plans.
(3) On 20th October 2018 around 12 noon IST I made a call to 121 and my family friend Mohammed Shanwaz spoke to the Customer Executive about the Custody Plan. This call was for about 17mts (that’s a long conversation) where the Executive at every point kept the call on hold to speak to a Senior I think, to confirm whatever she was informing about the Safe Custody Plan. It was made very very clear by her that the Unused Data would be back in Account once I reconnected to my connection. Further she informed that my bill would be generated the next day and that I should make that payment and the safe custody plan payment and accordingly inform on mail about the same.
(4). Around 3.30/4 pm on 21st October, 2018 the bill was generated and accordingly I made payment of that bill and the safe custody charges and sent a mail to the customer service in detail around 5.15pm.IST which mail is in your records too.
(5).Around 5.30pm when I was on the way to the airport I received a call from number 7899799614 stating that my un-used data wouldn’t be carried forward. This was shocking disclosure as we were given to understand by two executives of yours at different point of time about the unused data not being forfeited and it can’t be that after I write a mail your plan changes. This is plain cheating of a customer. You can’t just say they made a mistake and just say sorry. I might have believed this story of the person on line if one of the Customer Care Executive had made a mistake but two of them can’t make the same mistake at different point of time. It is unbelievable. The Executive promised he would solve this problem and get back to me immediately. However, this did not happen. I took my flight to Delhi around 9pm but till that time there was no call at all.
(6). After I landed in Delhi after 12am the next day i.e 22nd October I received a message that my email address was not registered but I could authenticate the same of my request with a OTP given by Airtel. I tried this and after typing it showed an error and technical problem from your side. I emailed the same immediately from the airport and accordingly also informed that my family friend Mohammed Shanwaz will get in touch with you and had accordingly given his number and email id.
(7). My flight to Chicago from Delhi was at 2.30am and around that time too there was an OTP sent but my bag was up in the dashboard of the plane.
(8).On 22nd October around 12.18PM Central Time zone of US I received a message from Airtel “Dear Customer, we have received request …………..from a non-registered email ID. Please click here. ………to authenticate your account and help us process your request.”. I was shocked to receive this message as I was in US with no international roaming so how could I authenticate with the OTP. Plus my mobile screen showed ‘R’ that I think might denote Roaming. I immediately removed my sim
(9). Mr Mohammed Shanwaz has sent a detailed message to you on my behalf with regards to this issue.
(10)On 22nd October there was a mail from Srinivas Tamalampudi where he categorically states “if we activate safe custody, data carried forward option will be forfeited.”. Mr Srinivas.instead of replying to the issue raised by me has just sent a standard reply I think. Looks like there is lot of miscommunication i.e. one person doesn’t know what the other communicates.
(11) Today early morning I received a mail from Mr Suresh Dwarampudi just saying my number has been kept in safe custody without any clarification of my unsaved data. So again miscommunication from Airtel side.
(12) I just checked from the Airtel App my Data and surprisingly my Airtel Data which was around 360 when I left on 21st evening and was 290 27thOctober and today it is 0.
(13.) Please also note don’t send mails saying you can’t connect to me on my cell as you are very well aware that I am in the US till 13th December and the same was also mentioned in my email and it is common sense that you won’t be able to connect to me
(13). Please revert immeditately stating that “my unused data won’t be forfeited” (as this was clearly communicated to me). I very strongly feel as as a customer you people have cheated me and taken me for a ride. Please don’t compell me to go ahead with my complaint to the higher-ups or other forums as advised
Thanking you
Sincerely yours
Sophia Prashant Sawant
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