Harrassment by Airtel
Dear,Sir or Madam, I got up this afternoon to a ringing phone from an Airtel executive Kusum (No: 01146125762) who began politely by asking for confirmation of my name and informed me about the alleged dues against a landline connection we surrendered this time (in the month of september)last year. Kusum demanded I cleared my pending dues for phone usage till December, 2009 or January, 2010.

I knew that this was begining of the same conversation for the Nth time. Only I know how many times I have explained my case to callers from Airtel who obviously have no record of my pleas and appeals.

So I began again by telling her that these bill were subject to a dispute between me and Airtel as I surrendered my phone connection way back in septemeber, 2009 and have settled all my dues.

But my dear friend Kusum refused to buy my story. She said the bills that she has on her software can't lie and that she can send them to me. This blatant refusal to acknowledge customer's side of story when it comes in the way of company's money making is probably how she has been trained to carry her mandate. And her attitude can best sum up the attitude of the organisation towards my complaints and plea in this regard for close to a year now. Anyway here goes my story once again


I got my airtel landline connection (4567492) disconnected in the first week of October, 2009 if not in the last week of September, 2009. The landline was installed at Flat no: 103, Imperial Block Supertech Estate, Vaishal Sector - 9, Ghaziabad. The request was made to customer care through a phone call. I also requested for collection of airtel phone unit, modem etc. While the telephone connectivity was cut as per my request, no one turned up to collect the phone unit as promised. Upon my query customer care replied that landline unit could be surrendered only at a airtel relationship store, but the relationship store at Vaishali Sector-4/5, Ghaziabad, didn’t accept the phone unit. The rationale was ‘it could be accepted once all outstanding bills against the connection are settled’. I duly settled the outstanding amount as told on the 4th of November, 2009 ,(bill no: 2765331) but I was still not allowed to surrender the phone unit as according to the relationship centre ‘one last bill was still to be generated’ after severing the connection.

After making several calls to customer care explaining them the issue and getting different (incorrect) solutions everytime in return; I decided to pursue the matter once I had shifted to my new address at Mayur Vihar, Delhi. After shifting to Mayur Vihar, I was contacted by an airtel executives over phone who said I had one more bill pending, I told him/her the story all over again; but was asked to pay the outstanding amount, which I did on the (4th of December, 2009, Bill No: 2980507) after getting a written assurance that this payment is being considered the full and final settlement and that I will not be bothered further. I was even made to talk to a supervisor on the phone who also gave me a verbal assurance asking me to note down the bill number for future reference. He also told me not to worry about the landline unit and the modem lying unused at my home.

But our phones continue to ring, demanding money which keeps increasing with every month, callers refuse to be sympathetic or patient without exception and they tell me that it was my mistake to have believed those who said that I will not be bothered in the future. No body seems to care that all those who made false promises or game me incorrect information happen to be their colleagues and airtel employees.


I am completely frustrated and angry over the money fleecing, insensitive and incompetent nature of the organization. I am sorry to react harshly but this is result of the mental anxiety and stress I have faced trying to deal with this issue and answering scores of phone calls from Airtel executives who mostly are concerned with their own agenda instead of helping out the customer.

I have also written several e-mails to the company, first of which was sent to nodalofficer.del@airtel.in on the 12th of Feb, 2010, but it didn't help.

I knew not what to do and who to write to, I looked up the net and company's website for complaint redressal forums but found none. Upon some surfing I stumbled upon other agrieved consumers mails who suggested writing to a airtelpresence@airtel.in. Following that advice I wrote to airtelpresence@airtel.in on Tue, 06 Apr 2010 14:25:16 IST. I got a response this time from one Rakesh Kumar who signed as a member of the Airtel Customer Service Team. He assured that the matter will be looked into and that somebody will soon contact me. But nothing happenned. I again wrote back on Wed, 28 Apr 2010 14:34:59 IST asking to know the status, but there has been no response till date.

Notwithstanding all the assurances, both I and my wife keep getting phone calls that only worsen our experience. I request you to help us get this matter settled.


Please tell Airtel help me escape the agony that barrage of phone calls bring, ruining my mental peace. Exactly this happenned this afternoon too as I was left shouting at the top of my voice during the end of my conversation with Kusum and that surely reflects the kind of mental trauma this has caused me in the last one year. I know Airtel will not pay for it, and I don't expect it to, all I want from the company is to not leave aside best practices of corporate governance in its hurry to make money and scale the top of ever growing telecom sector in this country.


Regards Abhinav Sahay


Details
Connection in the Name of: Ranjna Sahay
Account No: 14222001

Connection Address 1:
Flat no: 805-A, Jyoti Super Gardenia,
2 Mall Road, Ahinsakhand-II, Indirapuram, Ghaziabad

Connection Address 2:
Flat no: 103, Imperial Block, Supertech Estate, Vaishali, Sec-9, Ghaziabad

Present Address: 62 Kala Vihar, Mayur Vihar Phase -1 Extension, Delhi -91.