Please consider the following :
I have been an Airtel prepaid user since the year 2006 with the mobile number - 9818855517, when I purchased the number I had bought a Yuva Sim card pack according to which I had the following plan :

Airtel to Airtel calling charges (Day) - 50p/min
Airtel to others (Day) - Re.1/min
Airtel to Airtel (Night) - 10p/min
Airtel to others (Night) - Re. 50p/min
Messaging :Airtel to Airtel: First 3000 messages in a month - Free
Airtel to Others : 25p/message

Daily deduction of Re.1 was also applicable.

COMPLAINT NO. : CWRCH31107094332 , RCIMP51212223937 along with many more un-resolved SRN numbers.

On the 5th of November 2011, Someone got my E-Recharge done for Rs.100 due to which my plan has shifted to the per second calling which is against my consent. I had no intentions to recharge my phone with the same and neither has it been done by any of my friends or family. Due to the change in plan I lodged a complaint on toll free number 198 to revert back to my original plan on 7th of November 2011. I received a call from an Airtel representative on the 10th of November 2011 and they have been refusing to change back my plan. I had encountered a similar problem 8 months back when my plan was changed without my consent, but after my complaint, the request was entertained within 24 hours even though the Yuva pack was not available.

I have complained repeatedly but all the action that has taken place till now is that my plan has not been changed and I have been barred from calling the Airtel Customer Care. I have got no message asking for my feedback since I'v lodged a complaint and on top of that I have been misguided by your representatives by numerous call drops, rude behavior and excessive delays on call waiting, including banning the service of calling customer care.As per my telephonic conversation with Abedin in the Nodal office department, I was informed that my per second plan would automatically expire after one month(5th December 2011) and that I should please co-operate and continue being with airtel.

However after the expiry of one month I complained to Phaninder in the nodal department, he assured me that he would provide a solution to my problem SHORTLY, even though later on I received an e-mail message asking for almost 15days, I still waited till the 27th Of December and my problem has still not been resolved.Even your Nodal department office is a complete fraud. I have received no such response from you within the stipulated time period that you asked for.

I have been facing difficulty with this Service provider since 5th November 2011, and now its almost been 2months since my problem is not being resolved. In the meantime I have sent more than 15 e-mail messages (all of which I have a record of) and more than 10 telephonic conversations including two misguiding ones from the nodal office department as well.As per my telephonic conversation with you, I was informed that you would provide a solution to my problem SHORTLY, even though later on I received an e-mail message asking for almost 15days, I still waited till the 27th Of December and my problem was not resolved and I was not even contacted for the same, I tried contacting the Office number of the Nodal Officer i.e 01204367207, my call used to be accepted but then no one would speak for one minute and hang up, and later on when I contacted the Nodal office and Phaninder would refuse to come on the line, and later on I was told that Phaninder's employment contract has been cancelled.

In the meantime I have sent more than 20 e-mail messages (all of which I have a record of) and more than 30 telephonic conversations, and to this date my issue has not been resolved.Also consider, that when I faced the same problem 10 months back(when the Yuva plan was not available), It was resolved between 24 hours of my complaint.

In the recent past the Nodal Officer also blocked my number and my experience with the Appellate Authority is as follows :My case has been pending with the Appellate Authority since the 27th of December 2011, and initially Miss Rupali took up ownership for my complaint and then later on refused to come on the line, I have encountered such fake promises also from Mrs. Mamta Mehta and Miss Naseem.

The appellate Authority is also not contacting me within the stipulated time period and are refusing to co-operate with the problem. One more thing that I have noticed is that whenever I am contacted by their private numbers, their etiquette is suddenly lost and once miss Rupali apparently closed my case without asking me whether my plan has been changed or not. I also once heard her shouting out to her co-leagues that : He keeps shouting for no reason.

There are times when they call me for 10 second, disconnect the call and immediately message me saying that we tried to contact you but since you could not answer, your SRN no. has been resolved.

Recently they changed only one aspect of my plan and that was the airtel calling during the day became 50p/min making my plan more unfavorable.

In 3 months, I have been a victim of fraud, frustration, misrepresentation, absolute deliberate lies and financial loss due to the change in my plan.

To tip off everything, I have the same complain for phone numbers 0-9818251688 and 0-9810047686 within my own family, which airtel refuses to do anything about.I was told to contact you if I was not satisfied by the Appellate Authority, I would like to seek guidance as to how can this matter be helped.

Thanking you,

Ram Juneja