Airtel, Mobile network services ? Online Complaint

This is regarding the mobile internet charges levied on my airtel
network connection # 9611053311.

Please note that i was using an internet usage plan since April 2012,
which was free for 3 months for 3 GB of usage. I was not clearly
informed this by the customer care executive when I was taking this
plan for my new connection, which also i had procured in April. I was
under the impression that minimal charges for this internet usage were
being levied and I was paying. However, this plan was to expire in
September of which 1) I hace no recollection of being informed 2) I
had expectation of being informed when it happened.

I was travelling during the time that this plan expired on my
connection and kept using minimum internet until October 1, when I got
an SMS from Airtel stating that I had used Rs 8000 worth of internet
and therefore the interent facility will be suspended on my phone
pending the payment of the said amount, This clearly states that I had
been using internet since September 4, 2012 until October 1, 2012, the
total of which had come to be Rs. 8000 ( charged based on 10p/10kb
data downloaded). Sicne October 1, 2012, I have not been using
internet on my mobile connection.

Here are the details of my communication since October 3, 2012 and the
series of events that followed.

1 On October 3, 2012, I lodged a complaint with Airtel stating that
the amount in the bill for billing cycle for the month of September
was very high and wrongful, as before that I was getting a bill of Rs.
500 or less. I stated that I did not receive any information of the
mobile internet usage plan being suspended on my bill and the company
kept charging me until the bill reached an exhorbitant Rs. 7000 for
September (Mor than Rs.6000 of this was from mobile internet usage
charged at 10p/10kb +taxes) and continued to charge until the mobile
internet usage alone reached Rs. 8000.
2. I was informed that a message was sent on September 5 informing me
of the internet usage plan expiring for my connection. It was then
suggested by the customer care executive that I was lying about the
situation by stating that I had not received the message. They then
processed my complaint and as a gesture of ?goodwill? waived for
approximately Rs. 2000 from my bill. I continued to hold my ground
stating that I was not informed about the expiry of the plan and will
therefore not pay the Rs 5000 either as it was wrongfully charged.
3. The complaint was closed and my issue still remained open, I got
calls repeatedly from Airtel requesting me to pay the bill and spoke
to the escalation department as well, where it was again insinuated
that I was lying about not receiving the message. It was also stated
that not 1 but 2 messages were sent to me and that my not receiving
both was impossible.
4. I let this linger by compaining in various forums that take up
complaints against airtel yet no action was taken.
5. On October 29, I received another SMS stating that my bill for
OCtober also had been generated and my total bill was Rs 14, 892. Upon
contacting customer care again, I was told that apparently from
September 26, 2012 (when my next billing cycle started) until OCtober
1, 2012 (when my internet usage was suspended, I had used more than Rs
9000 of internet data and that bill clubbed with September?s bill
totaled to Rs. 14, 892 to be paid.

Please note that I claim the following:
1. I categorically REJECT Airtel?s claim that they sent me any SMSes
as I have checked and rechecked my SMSes on my cell phone and I have
received NO information on my internet plan expiring. The first
communication was of my internet usage being suspended pending payment
of Rs. 8000 on October 1
2. I have not been watching videos on my cell phone or movies and
cannot understand how I used 800MB of data on my cell phone in 4 days
as is included in my billing for OCtober. There has been no variance
in my internet usage as can be verified from Airtel since April 2012.
3. I have been getting SMSes of late stating that my bill amout has
exceeded the limit of Rs.5000 and I should pay that immediately. I
question, that if my maximum usage was only for Rs. 5000, why was my
bill allowed to exceeed that to Rs 8000 in September?
4. My repeated requests for adjusting the mobile internet usage in
such a way that I am charged for a reasonable internet usage plan
(which allows a download of 1 GB of data at 3G bandwith) for September
and a smaller plan for OCtober when I was allowed to use internet only
for three days, and the bills to be regenerated has fallen on deaf
ears.
5. I want a redressal of this issue to be done on priority as I am
being hassled by people calling me to pay the bill.

Please let it be known that by my past record, I have not shied away
from paying bills wherever I have been at fault. For Eg: when I was
working in Delhi and moved to Bangalore, I was not using the
connection that I had in Delhi for 3 months, yet it had been active
all this while, and eventually, when I got to realise that I had
forgotten to get the connection suspended, I immediately pain the
pending amount, without a single protest.

I consider it most unbefitting to a company such as Airtel, which
caters to the one of the basic needs in todays times, to harass their
customers in such manner. I am throughly disappointed and request
someone there to give this the attention that it warrants and remedy
it.

In anticipation of a positive action.

Similar complaints by other consumers:

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5. Airtel Mobile Postpaid

Source: http://www.consumercourtforum.in/india/airtel-mobile-network-services/

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