Date:- 03-Dec-2014
I was out of the country for a month, today I came back and wanted to top-up my mobile prepaid balance. So first of all I recharged with Rs. 79 i.e. National roaming pack for a month, the recharge was successful and there were no issues. But the problem comes now.
After a few hours, I realised that I was running out of balance so I went to www.airtel.in from my mobile (Nexus 5), I am mentioning my mobile's model number just because I want the executive to know that it is a smartphone so they won't raise stupid questions as they raised over the call with customer care executives. So coming back to the point now, I did a top-up of Rs. 330 i.e. full talktime recharge from my smartphone's browser (Chrome). The top-up was successful but when it redirected back to the website after authorising the payment from the payment gateway they have put a button on their website which a customer can mistakenly click and so did the thing happened with me, I clicked it mistakenly and Rs. 249 were automatically deducted from my balance which I did a top-up for Rs. 330 saying that 3GB data of 2G has been activated on your number for 28 days. I mean WTF! no confirmation or nothing as such. The website also generated a message saying that it has been deducted from your balance, even the message was not proper, it was full of errors/bugs, please see the screenshot below, also I have attached screenshot from my bank account transaction details for the transactions which I have done today on airtel's website. please see the bottom of the blog to see both the screenshots . I feel so cheated with Airtel everytime. I am really frustrated with the service they provide. But wait, the biggest issue happened when I called up customer care.
I dialed 121 to report this issue, but I was surprised what I get to hear.
Mr. Rahul took my call, I reported him what happened, so he has to say that I deliberately recharged it from the website and I had never done a recharge of Rs. 330 before.
I asked him to forward the call to his senior and he did.
Mr. Vijendra Chauhan - Senior Executive, now this guy has got some guts, first of all he also says that I deliberately recharged it, so I said that I didn't and I have not used even a single KB of that internet pack and I do not want this internet pack, so now listen to this, his answer was really amusing, he says that "Sir, aapne hi recharge kiya hai, ab use kar lijiye na". So I said that I do not want to use this internet pack only and I want my refund back. So he has to say "Sir, to aap kehna chahte hai ki aap internet pack use hi nahi karte hai? Kabhi use hi nahi kiya aapne? Aapne hi toh recharge kiya hai". He was trying to play around word-games with me. So I asked him that which region he is speaking from, he says "kya sir?", I asked again "konse region se baat kar rahe ho tum?", then he has to say "sir shayad aap clearly nahi bol rahe hai", I was already furious by now, I said "English bol raha hu, konse region se bol raha hai tu? ab samajh aaya? konse raajya se baat kar raha hai tu?". To this he has to say that "Ohh accha sir aap state jaanna chahte hai, raajya ka matlab state hota hai sir, region nahi hot hai, shayad aap English thik se nahi bol paa rahe thhe". I lost it over there.
Bloody, what is this, is he over there to serve customers or to teach them English. Then I started talking in English only to which he could not respond really well and he was teaching me English, I mean WOW! He says "Sir you speak to Vijendra chauhan, and I cannot refund you the money back, please talk to our senior" and I interrupted him and said first of all "It is not you speak to Vijendra chauhan", it is "you are speaking to Vijendra chauhan, you bloody bastard". And he transferred his call to his senior.
Now I was speaking with Rakesh Sharma - Customer Care Manager from Rajasthan, first of all I spoke to him about the entire incident that are these executives here to teach English to the customer or to serve their needs. Then he has to say that I recharged for Rs. 249 and not Rs.330 and if the recharge was done from 3rd party website or their own website, when I said that it was airtel.in then he tried to change the topic and started giving me some random bullshit and he says I will further forward your call to my senior I mean WTF is going on, everybody is transferring the call to their seniors, so does it means that the junior level guys are hired just to fool around and do bullshit with customers, customer is given no priority and treated with such bullshit and the customer is charged money fraudulently.
I want my money back which has been charged unethically i.e. Rs. 249. If not I am definitely scaling this matter to consumer court. Because such incidents have been with me since a long time but this time I just could not take it.
1.) Screenshot from my bank transaction history
2.) Screenshot which I get after the amount was deducted from my balance
