On 12.10.2014 I was trying to recharge my brother’s prepaid no. 9831321XXX via online recharge. The options were confusing and there were no explanation regarding each recharge. I selected talk time and the option 498 came which I clicked. The amount was deducted from my credit card and SMS confirmation came on the mobile which indicated no talk time. I immediately contacted customer care and an executive named Santos pal said that this transaction is not showing on the “system” so he can not help. very conveniently he “advised” me to visit the nearest airtel shop. I informed him that my brother is on a long distant train, travailing and it is not possible for him to do that. He refused to help and rudely told me to run to the airtel shop on Sunday evening to get any clarification. I felt cheated and it felt like airtel is simply robbing me. Even afterwards, I could not find out what the recharge 498 is for only that it has a validity of 30 days. Later on when I write to them they confirmed that the benefit of the particular recharge denominator (Rs 498) is only All Mobile Local & STD Call at 1.4paisa/sec. Validity: 30 days and no talk time. I found on their website later that the same benefit is also applicable for recharge of Rs 8/-. Hence Airtel has stolen my Rs 490/-. I feel that airtel make this more ambiguous to increase confusion and make fool out of people like me. This is not only a matter of Rs 498, it is a matter of trust and consumer right. Airtel is not letting a consumer take a informed decision while online recharge and trying to make a fool out of a consumer which is not acceptable. The harassment they are causing to their customer is not acceptable. Behavior of their call center representative is also not acceptable. In response to my complaint in their appellate office they asked for documents i.e. the deduction of the money from credit card (invoice copy of credit card statement) screen shot of sms received in the prepaid mobile number which I supplied. However, They declined to return the money or provide talk time after examining them. I feel that just before making the payment the website should flash the final summery of the details of the transaction including declaring the benefit which did not happen. in absence of that increasing confusion will help them cheat more customer. I fear that they cheat more customer like me in this manner.
Return of Rs 498/- Cost of time, communication and harassment – Rs 11000/- Change in their website which will explain the final benefits to the customer just before finalizing the payment enable to make a customer informed decision.
Email Id: dipanjalisom@gmail.