Infibeam recently launched online recharge services which could be accessed online at http://www.infibeam.com/Recharge/ I used this mobile recharge service for the first time to recharge my mother’s mobile for rupees 135 as BSNL STV(Special Tariff Voucher) that gives 350 minutes of talk time for one month duration (http://rajasthan.bsnl.co.in/mobile/stv.html)but instead I received as an ordinary recharge wherein this offer is not available but a talk time equivalent to about 115 rupees was provided by BSNL against the online recharge. When contacted for the deficiency of service that was provided to me the Customer Service Manager was arrogant and abusive to respond properly and held that they never provide recharge that can be claimed to be a STV. Later he admitted that they had no agreement with the Telecom provider(BSNL) to do such a type of recharge. I have few points to make here 1.I intended to recharge my mothers mobile with Special Tariff Voucher(STV) and not an ordinary recharge as my mother already had the balance to make calls 2.It is perfectly possible to recharge a Special Tariff Voucher(STV) online. Other providers like https://www.paytm.com/ https://www.freecharge.in/ and others provide such a recharge. 3.The denomination of the recharge itself is an indicator that it is a STV and not a ordinary recharge 3.The service provider has been deficient by not highlighting in FAQs or TERMS and Condition that they have no tie up with telecom providers to provide STV. 4.The online platform that they provide for recharge is deficient by the way that it has no mechanism for alerting the customer about the type of recharge that is being done and cancelling a transaction if that is not what the user intends to do. The design of online interface is deficient in properly guiding the user to intended recharge processes. 5.There is no toll free number to speak to the service provider or to people higher in management about the state of services. In a manner they are charging the customers to speak for the grievances that they have for the services provided to them. They are restricting the reporting of grievance rather than facilitating and redressing grievances. I have screen shots and images of the website at the time of complaint to support my complaint. Abhishek Bhansali 83-Mahaveer Colony Bedla Road, Udaipur 313001 Rajasthan +91-9460375730

An immediate recharge of 135 as STV to my mother’s mobile or refund the amount back to the payment card. Damages for the inconvenience caused to the tune of rupees thousand.

Complainant Information
name- abhishekb