Part 4 of An Open Letter to CEO- Airtel

Click here for the previous Parts: First Second Third Fifth 

Posted on 6th June 2022.

To CEO Airtel


Subject: An open letter to CEO-Airtel Part 4

Dear Gopal Vittal,

This is further to First, Second and Third Open letters sent to you in this ongoing representation against Non refund of Rs.3997 and against harassment of a Senior Citizen.

My Son sent several emails to Karnataka Airtel Officials on  8th and  9th May as his International Roaming Pack was not working just like your Service team now. 

On10th May he wrote an email adding more recipients of email like Nodal Officer Karnataka,Nodal Officer MPCG, Nodal Officer West, Nodal Officer Central etc.

Finally Nodal Officer Karnataka booked, after inordinate delay, the complaint on 10th  May after my Son's  follow up from US and my five torturous personal visits to Airtel Indore Centre where I was harassed repeatedly. And this is what the Nodal Officer KK wrote to him, reproduced in italics as below:

This is in response to your email regarding unable to use services on your Airtel Mobile 90******** while roaming abroad.At the outset, we regret the inconvenience caused.

We would like to inform you that your concern has been registered with reference number CCNOR3BLR20220510645858 which will be resolved by 12-05-2022 at 05:47 PM.We request your cooperation.Thanks for reaching out to us. Delighted to assist you.

Just look at the precision of Nodal Officers Claim : By 12-05-2022! at 05:47PM!

We finally succeeded in getting the complaint booked in which Nodal Officer himself ensured for the restoration of International Roaming in the next two days! Exactly by 12-05-2022! at 05:47PM.!!

But neither it worked nor did they refund the amount despite my several personal  requests at Indore Centre.

After returning from US, Son yet again followed up with Airtel Officials through emails on 25th May for refund.Finally a reply came from same Nodal Officer Karnataka who promised to resolve the case by 12-5-2022 at 5:47 P.M.  Reproduced below is his epic reply in italics:

Once the recharge value is  credited to your account balance we are unable to cancel or refund the amount. Hence, we do not have any provision in this regards.

Imagine the person who completely failed to provide services, now becomes a mighty judge in his own case, and  informs authoritatively that refund can not be processed! What a devil-may-dare attitude your service team has! 

If a harassed consumer wants to understand the meaning of such 'sophisticated' replies from Nodal Officers of Airtel; the simple meaning would be perhaps like this: 

"We regret, we apologise. It is our fault. We could not provide services. But we will not refund the amount. It is our Rule. Go fly kite. Delighted to assist you…… Airtel Authority!"

Anyway my son then wrote to various Officers on 25th May. Message reproduced below in italics:

This is highly illegal. Airtel took money promising to provide certain services, which it didn't provide. I suffered huge inconvenience due to the same. Customer service was non-responsive. And now you tell me that there's no mechanism for refund. 

Please provide a full refund ASAP. If you're not able to do the same, connect me with your supervisors and call me back. I've been a long-time customer and am highly frustrated.

No Officer from Airtel has bothered to reply to him till date. You all  know for sure that busy youngsters will not follow up for such an insignificant amount of Rs. 3997=00.Who the hell would try to fight with Arrogant Authorities of Airtel for such a small amount!? 

In fact I too would have forgotten the amount conveniently but Nodal Officer MP CG and Centre Manager Indore Airtel Centre did not allow me to forget. I will explain that in fifth part tomorrow.

Gopal, don't you think that your hefty salary is partly funded by such unethical collection of amount from thousands of  cheated hapless Airtel Customers?


Pankaj Khanna

pankajharbans@gmail.com

9424810575



Click here for First Part.

Click here for Second Part.

Click here for Third Part.

Click here for Fifth Part

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