I am a modest caller with a small credit limit of Rs 600 and I seldom transcend it. I called up the customer care number 121 and a lady attended my call. I asked whether I should make any interim payment since there were chances my credit could go past Rs 600. She replied me very politely that there was no need for an interim payment and that the amount of Rs 300 would not be counted to my credit limit since that was a payment for a service from Airtel. I was happy and so was she when I rated her 5/5 for her services!
Came a call just about a week ago from Airtel that I have exceeded my credit limit and thence my outgoing would be blocked in no time. I was appalled! I explained to her the information I received from Customer Care. But she was in a hurry (at least it seemed to me) and she hung up the phone laughing ‘heavily’. I was blank for a while. After the blanks were filled, I called back the Customer Care and, honestly I don’t remember what I told the one who attended my call.
Then I spoke to many at the Customer Care including their team leader. It was an experience of being at the receiving end of misdeed and at the giving end of wrath. Though the team leader tried to step in for her executives, she finally agreed to sort things out. She promised to call me back in an hour and I agreed. At that time, I didn’t know that her one hour constituted 48 normal human hours! *Believe me, Nostradamus was truly great! He was amazing* Later she called me back and promised me that my outgoing will not be blocked as long as I have not exhausted the 3000 SMS per month. That was a relief!
But came an SMS the next day that my outgoing would be blocked that day! The whole process repeated and finally overcome with choler, I shot a mail as before (with Idea) to all the Airtel Customer Care centres and its in-charges in India. I got favourable replies from all corners, both automated and manual mails. Finally, they sorted the things out! Phew! I can make outgoing calls to anywhere, they will not block it, as long as I have at least one SMS left to complete that quota of 3000 per month! Thank heavens! If you cannot be a Nostradamus to foresee such dangers, you have the option of chain mailing all at the helm about your problem! They will resolve the issue, once they see CC’s to all of their contacts!
Let me tell you one thing, there are some extraordinary recording systems to track your conversations with the Airtel executives. They will capture all sorts of sounds, even something that you have not spoken or heard! BEWARE (The team leader told me this)
Here is my mail.
Hi Z et al,
This is to invite your attention into some very serious issue.
I have been using an Airtel post paid connection, (details). I have a credit limit of Rs 600 and I have never asked for condonation regarding the payment of my bills. As per an offer SMS I received on my number, I subscribed to the CELEBRATE offer by which I would be able to make Rs 200 worth local calls for 6 months for a one-time payment of Rs 300. I contacted the Customer Care at 121 and the Executive (a lady) who attended my call told me that the amount of Rs 300 for the particular offer should be paid with the next month’s bill and she told me precisely that this amount would not be accounted in my credit limit. But when the bill was generated, one lady called me on 24th July at 2.24 PM from the number 9895312345 and told me that I have exceeded the credit limit and that my outgoing would be barred the same day. She misdemeaned towards the end of the call and hung up without my consent. She was gloating about something I didn’t know. The behaviour did not befit a Customer Relations Officer.
I called back the Customer Care and they informed me that the amount of Rs 300 was also counted towards my outstanding. I tried to explain the information I received in this regard and the executive finally handed over the phone to the Team Leader Ms X. She heard the matter with concern, but only seemed to be justifying the goofy steps explained to me by the previous executive that gave me misinformation. She said she would do everything possible to sort out the issue. Anyway, my outgoing wasn’t barred that day.
The next morning, on the 25th July, I received an SMS that gave me the information that my outgoing would be blocked since I exceeded the credit limit. I called up the Customer Care again and they gave me the information that Ms X would come later and would call me back. That did not happen. I called up the Customer Care again in the evening after about 7.15 PM and the person who attended my call tried to explain things all over again. Finally, at someone’s directive, he disconnected the call to my anguish.
I called back later and got to Ms X again. I asked for the details regarding the two Customer Care executives; first the one who misinformed me about the billing info and created all the mess, second the person who misbehaved to me and hung up the call disrespecting the customer on the line. She was reluctant to give info regarding them and promised to give me their details the next day, so that I can complain against them. She also told me that she caught up with the lady who gave me all the misinformation and had listened to the recorded system. Surprisingly, she told me that no such wrong information was conveyed in that particular call. How can this happen?
Please consider this mail as my formal complaint against:
1. the lady who gave me all the wrong information (Ms X has details pertaining to her) at the number 121
2. the lady who called me up from 9895312345 on 24th July at around 2.24PM who misconducted; and
3. the person who attended my call after around 7.15 PM on 25th July at the number 121
4. Ms X for trying to mislead me by misrepresenting facts about the recorded conversation which I had with that Customer Care Executive who misinformed the details, and trying to defend her team member when her claims were so shallow..
5. Ms X who promised to call me back to give the names of the said executives so that I can complain; but did not. (I also SMSed her later regarding this, but she did not respond)
I would highly appreciate a quick and honest reply from you. Please understand that Customer Care, in effect, is a paid service, available only to the customers subscribing to Airtel. Please bear in mind that we are at nobody’s mercy to avail these services.
Though this issue is related to the Customer Care of Kerala, I am CCing all the available contacts for this mail, because this is such a serious issue and I want to invite the attention of all the concerned people with Airtel into what mayhem is happening in Kerala with the Customer Care and the behaviour of your employees. Soon you will find this incident appearing in web searches for Airtel Customer Care. (*:D*)
Moral: Milk for crying babies only!