individual

Subject – Feed up with services provided by Airtel.

Dear Sir/Madam

This mail is to inform you all about the double standards and Rule adopted by Airtel in providing services. The problem is regarding the above mobile no.

1) The no was permanently disconnected during the month of December 2013
2) We paid the dues for this no with penalties on 1st of January 2014 and request for reconnection of this no by calling Airtel customer care no 121. On calling this no they told us that reconnection is not possible on line and we have to visit any ARC and submit the following document, as this connection is in name of a company not an Individual.
a) A letter head stating issuance of new SIM
b) Company Address proof.
c) Company Stamp to be put on CAF.
3) As directed we went to Aditya Communication (ARC), near Mahalaxmi Hotel, Neelam Chowk Faridabad and presented the above mentioned document
4) At the above ARC Ms Komal told us we have to provide some more document in addition of the above as Airtel Has changed its policy and requires ID and address proof of the Authorised Signatory.
5) As advised by ARC we submitted the following document
a) A letter head stating issuance of new SIM
b) Company Address proof.
c) Company Stamp to be put on CAF
d) Adhar card of Authorised Signatory
6) The above was done on 03/01/2014 and we were given a CAF no DLPB980751 and a SIM NO 8991101302317008530 was issued and was advised that the connection will get activated within 2-3 days.
7) We waited till 8th and contacted the customer care and they took the SIM no and advised that the issue will be resolved very soon.
8) After this from 9th to 14th we made numerous call to customer care and even visited the concerned ARC. The customer care only could apologies and escalated this matter with promise of call back which did not happen. On Visit to ARC we were given very stupid excuse like system not working, no electricity, pending for verification etc…..
9) On 15th Jan I received a call from Ms Komal of the said ARC telling me that my document were rejected as I had given request for a new SIM and the request should be for reconnection of number.
10) As I was travelling I resubmitted the document with the request letter on 23rd of January and specifically asked if these will do or you need something more. The ARC people told me that this was enough and within 2-3 days the no will be reactivated.
11) On 27th January 2014 a verification offices visited our office and verified our details
12) Even after this seeing the no not activated we called customer care many time and same story of call back and escalation was promised and nothing happened.
13) Visit to ARC also did not yielded any result and on one visit we ie 27th January 2014 were made to sit an hour and tell the status and told that they could not trace the document and they do not know what is the status as Airtel has not release this number.
14) After this I made numerous call to customer care, for which I have recorded the conversation and attaching a few and decided that enough is enough and we do not want this number as this matter has taken enough of our time and effort and we would rather concentrate on other issue at our hand.
15) We made our final visit to the ARC on 8th February 2014 for taking back our document and we were told that the application was rejected because as per Airtel Adhar Card is not a valid document and photo of authorized signatory is mandatory for this.
16) I contacted the customer care for policy check and the customer care executive and his team leader contradicts this by saying photo and photo id proof of authorized signatory is not required for this type of services, I have recording of this conversation which I am attaching.

I have following to say –

1) Who is correct ARC or 121 customer care?
2) Why was our so much time wasted?
3) Why cannot your customer care gives correct information at one go?
4) Why ARC people do not have knowledge about the system?