Airtel - Gurgaon / broadband plan migration from limited to unlimited plan not done despite request to 121. excessive billing in september bill.
I had been using Airtel' s home 64 unlimited plan for more than 2 years. In may 2007 I applied for plan change to 796 plan and I had to apply for password at their galleria, Gurgaon branch, (giving a application with a photograph) after change of my plan since their helpline told me that they do not have any access to my usage and I would need to apply for internet password and only I could see my usage. It was very important I knew the usage as 796 plan is a usage linked plan. After three visits to their galleria branch and phone calls to the person incharge in galleria, I was sent a password that too did not work on their site, exasperated I started to their customer care, each executive said password would be emailed to me within 48 hours, numerous calls later I got my password after about one month of physical application at their gallleria, gurgaon branch (on 10/7/2007 by email) and after checking my usage (given in units on their site) I tried confirming the conversion of usage into KB from airtel's helpline, after various calls it was apparent that the usage was very high(almost 3 GB) so I requested their help line on 121 and told them that as they had delivered the password after so long and that too after various calls from me to their galleria branch as well as to their helpline, I could not monitor the usage in time, hence I asked their customer care executive Mr. Shwaib on 14/7/2007 for a waiver and change of plan to my previous plan i.e. home 64. However their executive told me that home 64 did not exist anymore and I will be given 780 plan instead in which I will get unlimited internet and also get 180 calls free. Furthermore due to the fact that I could not get my password in time because of which I could not monitor or control my usage he also gave me a confirmation that the charges of internet would be waived off. All bills received for the month of June, July, August did not show any internet charges. Now in the month of september 2007 a huge usage of internet has been billed and Rs.8116.77 has been charged on my bill despite the fact that I had asked for a plan change on 14/7/2007 to unlimited 780 plan and waiver for internet usage for the period upto 14/7/2007. I have made various calls to their 121 customer care service but no one is able to resolve the issue. First time after a period of 4 years of using Airtel I feel Airtel has changed and is trying to fleece its customers for no fault of theirs. I believe airtel has recordings of each and every conversation, if they go through my conversations in the month of June and then the last one on 14th July and the whole matter will be clear. This whole episode has left a lot of heartburn and mental tension.
Through this letter I wish that those people incharge who have not done their job should be brought to task and that the senior officials should see to it that customers spared the pain I have gone through. I shall not rest until the highest authority Mr. Mittal is not apprised of the affairs going on in his company, because it is he who will suffer if customers feel cheated by the company. I have asked for disconnection of my telephone on 7/10/2007 which till date has not been done.
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