| Name of Complainant | |
| Date of Complaint | March 14, 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 | |
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Date :12/03/2021
Hi,
This is a customer’s feedback that I wanted to share in detail after placing an order and making payment for Airtel Broadband connection.
I placed the order today after making a payment for quarterly package on 11th March 2021 and I paid an amount of Rs 2829/- for Airtel extreme Fiber broadband (ID – 06123239674). I confirmed thrice before making the payment that the connection request is an urgent one and only after getting the commitment from the sales executive (Himanshu) who had visited my home for taking the payment and connection request, I went ahead for the payment. Payment was made at 1:05 PM on 11th March’21 and the sales guy committed that the installation will be completed by evening. At 5:30 p.m in evening when I called up for status, he very casually told that your connection will be done tomorrow.
It was not agreeable to me and I asked him to connect to his senior (Aniruddh) who also committed that he is looking into it and it should be done withing couple of hours. When I again called up after waiting long enough for any update or status over the connection, (Anirudhh) also told that the connection won’t be done today. If you do not want it tomorrow, you can cancel it or I will get it cancelled for you tomorrow. He and Himanshu both very casually told to cancel the order, which I as a customer felt very disrespectful and disturbing. My entire day was wasted which I had to utilise for making some research and completing an important presentation for my office.
I find no reasons, why I should not make a complaint and ask for immediate refund of my amount and compensate the damage which has been done on relationship perspective with Airtel.
This, I feel is clear case of taking your customers on ride and blackmailing them. The whole experience is so harassing and torturous. First the customer has to pay in advance believing and trusting that everting that is being committed will fall in the same manner which is completely different in reality. Now when I asked to cancel the order, I have been told that it will take 10 days for the amount to be refunded. I can not understand the concept of taking all money in advance and not even starting the service and then holding your customers for approximately 2 weeks in case of any refund. How is this justifiable and please don’t mention any reason like this is company policy?
Despite that also I have gone ahead and cancelled my order. I do not wish to trust any further commitments from AIRTEL. High time you should look and review your customer facing staffs who are not valuing your respectable customers and digging big holes there.
Question to Airtel Broadband:
1. Does you really feel that customers and service to customers are not important and only thing that matters are new connections and that too on Airtel’s mercy or timelines?
2. I had to make an advance payment which was taken withing minutes and for 3 months, why refunding has to take 10 days of time?
3. Not interested for any connection if things do not get completed on committed lines. Who is taking care of customer relationship and retention in such scenarios?
Next Step expected:
As I have already logged a complaint by calling the customer care (Interaction ID – 1119558313), I wish to know what action will be taken to address my case and what reply you have to offer.
Also, since I have already cancelled the order because of wrong promise and commitment, I want immediate refund of my amount and action against such customer facing staffs who do not value customer’s relation.
Prabhakar Ranjan
Project Manager (PMU)
Directorate of Social Security, Bihar, Patna
9004092556
