Dear Sir,
I have been a loyal customer of Airtel prepaid mobile since past more than four years, with my cellphone number 9902601633. I have been using Mobile office plan 98 on my phone since months.
Once on 5th of June, while I was browsing through Internet on http://store.ovi.mobi/ I received a text message which read as, “Thank you for Downloading Java Games from Airtel. You have been charged Rs 50. Enjoy Games Club! http://gclub.in” I disconnected from Mobile Office and checked the balance. My 50 rupees were gone. I had balance of Rs 79.xx before but later I was left with 29.xx. I immediately called Airtel Helpline on 198 and registered a complaint about it, with my complaint reference number, 0605159212. They told me that I will receive a call from their end before 8th of June 13:30hrs. And problem will be resolved. But nothing happened, neither was my problem was resolved nor did I receive any call from Airtel. I waited a long and called them back myself. They told me that nothing could be done and as according to their records I really downloaded games from Airtel Live!. Though I haven’t. I never have been to Airtel Live website. I don’t even have Airtel Live settings. (as I had deleted it long ago because there was no use of it, and some of my phone applications were trying to use it.) I am using Mobile office 98 plan, where I get monthly 2GB usage free, so there is no question of me browsing through Airtel Live!. And there are thousands of games available for free on internet that I will be extremely stupid to download any game by paying money. I spoke to your customer care executive about it. He re-registered my complaint and assured me that this time I will definitely receive a call within 24 hours. (Complaint Ref. No.: 0608126695). But again there was no call. I received a text message form Airtel rather saying, “Dear Customer, We wish to inform you that the balance depletion concern on your Airtel Mobile number has been resolved. Thank You.” And its really shameful for someone like Bharati Airtel to send such sms when there was nothing, really nothing happened. I called them back on 198 today (9th of June). The lady on call told me that my problem is been resolved but they can’t refund my money. Great! I ask, what is your definition for resolving problems. Its ridiculous to inform you that she re-registered my complaint once again this time with complaint ref. no.: 0609120715. And a wait of 24 hours again. I don’t understand what they trying to do. They probably want me to complaint again and again, get sick of it, and leave the matter, thinking after all this is the matter of just 50 bucks. But Sir, This is not at all the matter of money. Its the matter of your honesty, its the matter of what you have given me in return, for being your customer for such a long period, and for recommending so many people to have your service. Sir, I want you, the higher authorities to seriously look in to this.
Thanks and Regards.
-Abdul Majeed Khan