Airtel — changed the billing due date without prior notice and threatening to discontinue services

I would like to make a compliant against about how they indulge in the un-ethical ways in doing their business.

It appears airtel has recently made a policy change to calculate the due date from the billing date. It reduced the due date from 18 days to 12 days. Yes, you read it right, they made this strategic decision, in the midst of global economic crisis caused by corona. While the airtel is within its limits to change the due date policies, they should have allowed the customers to change their billing date such that they will be able to setup a date of their convenience. While i have paid my due amount, i have written an e-mail to them asking them to adjust the billing cycle such that the due date is restored to normal, however i have not received any reply.

After a week, i received an automatic reply stating that they do not have customer service system in place due to the pandemic and they would not be able to assist me in my query. It is important to note that the automatic reply was sent after a week. I have only known cases of immediate automatic replies but in case of airtel, they take one full week to # whether an automatic e-mail can be sent or not.

It is understandable that it is difficult to provide 100 percent customer service during this uncertain times, but why make such a policy change that affects the customers during this time and leave customers in confusion and with no options.

This is not the correct way to do business.