Airtel — Refund Not Received - On Cancellation of Airtel Black Order

1. Not providing refund of money (Rs.4000) on cancelling airtel black order. More than 10 days from cancel date (30-Aug-22) but no clear communication/response on refund status, despite talking to level 1 and nodal officer multiple times. Have wasted more than 10 hours via emails/phone calls.
2. Preferential treatment given to new customers over existing customers on broadband connection line related to black order.
3. On any complaint registered, sends SMS stating resolved without providing resolution details (phone or app) and send another SMS asking customer feedback on resolution. Now, Airtel Thanks APP do not even show the registered complaint details.
4. Reopened complaints are closed without proper resolution. When questioned, support team do not provide proper reason stating that this is their process.
5. On any queries that level 1 or nodal officer can't answer over phone, they go in silent mode and cut the call abruptly. Happened multiple times till date.
6. No proper updates given on status of refund till date. Only false commitments given - Multiple verbal/email commitments provided but not even one met.
7. Every time, customer only has to call/email on status. No prompt response/follow up from their end. They would say they would call back but will not do.
8. On every call, one needs to explain the whole issue afresh.
9. No proper co-ordination between their multiple teams involved in this airtel black refund - level 1, email, broadband, DTH, nodal officer etc.
10. On escalating issue to Airtel Apellate tribunal via email, no response.
11. Support team adopt lot of delaying tactics to delay the refund e.g. asks for payment proof, when they don't even issue receipts for black order.
12. No dedicated customer care contact number or support email for airtel black order.

Request Ref: SR [protected] raised for refund on 01-Sep was closed by support without providing resolution and instead, new SR [protected] opened on 07-Sep. New SR marked as resolved by 08-Sep without providing any resolution. On talking to nodal officer Timir on 9th, he assured refund by 10th Sep but no refund or updates received till now. On calling nodal team again on 12th Sep (as no response provided), Floor Manager Vishwa accepted Timir gave false commitment and said would escalate but did not give any commitment on when I would get the refund. He kept on saying same thing that he has escalated it to the airtel one team and they will respond by eod today but so far, no response.