Airtel — Broadband closure related. Airtel closed connection more than 2 months later from the day of request and hence customer was forced to pay

Manikandan Radhakrishnan

from Chennai, Tamil Nadu

Address:	Chennai, Tamil Nadu, 600042
Website:	www.airtel.in

I already raised a complaint but since i am not able to track the complaint as a separate complaint in this site, i am adding below all the comments again here so that i can track it. I have updated below my conversations and the airtel replies . I have also currently sent a recorded conversation to airtel since they requested it. I have also requested airtel to check the recorded conversations that took place during mid april. I have provided the phone number from which i called and also the phone number to whom i called for closure. Airtel person said he will check and get back asap.

Updated by Manikandan Radhakrishnan, Oct 05, 2016
We were using airtel broadband connection and we closed the connection on mid April. The account number was [protected]. Connection was in Radhakrishnan name and I am his son Manikandan posting this

During that time. we called airtel and they mentioned we will close the connection but we will just keep the line so that if someone wants we will transfer it to someone else. WE clearly said we want to close and move on. The airtel person said " You dont need to pay anything sir. We will just keep the line. For you connection is closed by mid April itself" For that month airtel charged half the amount bill which is correct since we closed in mid april itself.

But we still got the bill for May/ June / July/ August from airtel.

Every month we called airtel and escalated the issue and everytime airtel representatives clearly said the mistake is on our side and we will close it. You dont need to pay anything sir. Please ignore the bill.

Then during August month time, i contacted Kavitha (Identification no[protected]

through the phone number[protected]. She clearly mentioned "You dont need to pay anything sir. I will send info to billing team"

Then on sept 4th airtel called through the number [protected] and told us if we dont pay the amount in 2 days we will file a case in court.

A person came to our home by the name of Murugan ([protected]) and collected the amount of Rs.1534 (This amount which we need not pay at all). The bill reference number is 4972304.

I again contacted Kavitha and she said she will check and get back regarding this since this is not correct. Today she and her manager Joshua says they cant do anything regarding refund and asked me to send a mail to these mail ids.

I have contacted airtel regarding this for the past 5 months continously and airtel has clearly stated in every call we need to pay anything but finally sent a person to home and collected the amount.

We want refund of the amount since we need not pay at all. I am not able to contact the nodal officer through phone numbers since the account number is now not active, calls are not going through.

I have all the recorded conversations i spoke with Kavitha on this. If you want to check you can check the recorded conversation from mid april on this account number and you will clearly get to know the details. We are looking at moving onto consumer court if we dont get the refund from airtel.

If airtel asks to pay only half the amount for april since connection is closed in april itself, why are bills sent for remaining months. We were clearly said we dont need to pay anything and connection line alone will not removed for another 2 months so that if someone asks airtel will provide it to them.

The above was sent as a mail to nodal team. they requested to send scanned bill as well as the recorded conversations. I sent everything i had but finally they stopped replying to the mails and they stopped calling me. The nodal team says "They cant check recorded conversations".

Whats the point of recording each conversation if that cannot be checked back. We have been cheated by airtel on this and nodal team has been really worst with their replies.

Thanks
Manikandan
Airtel Customer Care's response, Oct 05, 2016
Dear Customer,

This is with reference to your post dated 5 October 2016.

We would like to acknowledge that we are working to address your concern as soon as possible.

We will connect with you to get additional details, if required, to resolve the concern effectively.

You can also get in touch with us at airtel.[protected]@airtel.com

Regards
Akanksha Singh
airtelpresence (airtel customer service team)
bharti airtel ltd
[protected]@in.airtel.com

Connect with us 24X7. We will be happy to assist you with a swift resolution to your queries on all our products and services

Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Airtel Customer Care's response, Oct 06, 2016
Dear Customer,

This is with reference to your post dated 5 October 2016.

We would like to confirm that we have shared the resolution details with you.

Should you require further information, please feel free to write to us at [protected]@in.airtel.com

Regards,
Anil S.
airtel presence (airtel Customer, service team)
bharti airtel ltd
[protected]@in.airtel.com
Connect with us 24X7. We will be happy to assist you with a swift resolution to your queries on all our products and services
Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Updated by Manikandan Radhakrishnan, Oct 06, 2016
As requested by the person who spoke to me i have sent a mail with the recorded conversation. The person who spoke to me spoke from the number [protected]. He also mentioned that he will check the recorded conversations from airtel end and then call me back again..

Thanks
Manikandan
Updated by Manikandan Radhakrishnan, Oct 06, 2016
The resolution detail from airtel is that they will check the conversations and get back to me at the earliest.

Thanks
Manikandan

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Airtel customer support has been notified about the posted complaint.

Oct 13, 2016

Updated by Manikandan Radhakrishnan Got a mail that the issue is forwarded to airtel team..Waiting for airtel team to check the recorded conversations and get back

Oct 19, 2016

Updated by Manikandan Radhakrishnan Airtel team is not ready to listen to any recorded conversations and keeps saying they cant find it which is absolute rubbish. They have not answered to the conversation that i have sent them via mail also.

I have spoken to airtel during April mid and april end also. (Airtel says customer said to hold the connection during april mid but not ready to listen to that conversation also). I have also spoken to airtel during June/ July / September...I have already sent the conversation of september that i had with airtel representative by the name of Kavitha and also sent the identification number of her. Airtel has not responded at all to any of the above...They have not taken any steps for this and just keeps asking customer to provide more conversations. They record all customer care conversations which we all know but they are not ready to even listen to any of those conversations till now for this issue. This itself clearly shows airtel is interested in customer MONEY alone and not in customer satisfaction. I CHALLENGE airtel to come back with any recorded conversation from April to September and show me that issue is in my side. I completely regret for opting airtel..Extremely poor end user support.

Oct 25, 2016

Updated by Manikandan Radhakrishnan Airtel called a month back and the person who spoke to me said he will check and get back. Still i have not got a call back from airtel.

Airtel says customer wanted to hold conection for 2 months from April. So airtel must have the conversation where customer accepted for this. Atleast listen to this conversation and getback. In this conversation itself you will clearly hear that airtel mentions to customer that customer need not pay at all and will just keep the connection so that someone else in the apartment can be given that connection if needed. By saying customer need not pay at all airtel has cheated the end customer and made the customer to pay for it and now they dont even want to know the truth and they are not even taking steps to listen to any recorded conversation and also they are not checking the conversation what the customer sent to them. They have not even replied for sending the conversation to them. Extremely poor customer care from airtel whose sole intention is to cheat the customer and not take any steps to help the customer...

Oct 25, 2016

Updated by Manikandan Radhakrishnan Request airtel to check this request 54476922 and see the recorded conversation based on this request number which was given to customer during April. Atleast now we hope airtel will take steps to check it out.