Re: Airtel 3G Billing Fraud On May 19th 2011, I called the Airtel Customer Care for activation of the 98.rs GPRS pack for my new android handset. Since the settings was not sent to my phone, I had received a message asking me to call the Customer care and enter the settings manually. I called and informed them the same. The person handling my call told me that a request has been taken to activate the GPRS pack. He then proceeded to give me the settings. Then told me once the call is cut, please restart the phone. I had done so and all was fine till a few days later, I noticed that at some point in the day i was getting the 3G sign on my handset instead of the regular E sign for GPRS which I normally get. I called the customer care and enquired about this. I was told that I was using the 3G 100.rs plan. I told them that I had asked for the regular GPRS 98.rs plan. The customer care executive said he will place another request for the same. So for about 5-6 days I was using 3G instead of what I had initially asked for. So by 22nd or 23rd May 2011, the 98.rs plan was activated.
Come June 2011, I recieve a bill for 42696.17rs, out of which 39228.70rs is for Value Added Services(VAS) for the 5-6 days. I have been an Airtel Customer since 2006. I have 2 postpaid connections, one primary number and one secondary number. The issue I am describing here happened on my secondary number. On seeing the bill I was shocked as I have a credit limit of only 13,000rs on my account for both numbers combined together.
Three points to note here :
01. Airtel activated 3G on a 20kb/30paise plan on my secondary number without my consent or request or knowledge. - This amounts to a fraud.
02. Airtel did not call and inform me that my usage exceeded way beyond the credit limit. - This makes sense since they have activated a service on my connection without my knowledge and would eventually get away with it by slapping me with a bill for 42696.17rs.
03. If my memory serves me right, never in the past 5 years has my bill gone above the credit limit. Moreover, my bills are mainly on the call charges and very little for the VAS. The only VAS I have used is a Hello Tune for 3 months and ofcourse the 98.rs GPRS pack which I have been using since the time it was offered.
I tried to get through to Airtel Customer Care and explain the situation to the customer care executive. First 12 attempts failed as each time he/she would put me on hold and then the call would get cut. Later, I would call up 121 again and explain the same story to somebody else.
Frustrated, I decide that the only way to get Airtel's attention is to initiate MNP. I send the message for MNP. And viola finally, on 23 June 2011, I got a call from Airtel representative asking why I initiated a MNP on this secondary number. Then I explained my problem and he made sure I received a service number for this particular complaint. I was told that by 29th June 2011, this issue would be resolved.
On 28th June 2011, I received a call from an Airtel Representative and she confirms that the VAS charges was indeed an error from their side and the appropriate action would be that they would revoke these charges and inform me the same by way of SMS.
On 30th June 2011, I receive a call from Airtel Customer care stating that my bill is due on 01st July 2011 and that I have not made the payments. I explain that I have a complain against the billing and that I was informed that I would not have to make the payments. Now, the story changes and I am informed that I have asked Airtel to activate 3G services on my secondary number. Then when i confronted them with the call details on 28th June 2011, the executive puts me on hold, then transfers the call to the floor manager. I explain the whole story to him again and finally he says that I have to make the payment as I have asked for this service on my secondary number.
I have the service request number which is 38125051. I have had enough of Airtel CC responses. Each time they change their stand and I, the loyal customer is left in the lurch to be cheated in broad daylight fraud.
Can somebody please shed some light on what to do next ?
Last edited by Xryder : 30th June 2011 at 18:17.
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