Complaint Details

Status	:	Resolved
Complaint No	:	0088977/2017
Category	:	Others
Date	:	25-05-2017
Subject Line	:	Refund of amount from Bharti Airtel Limited
Complainant	:	Ashish Kumar Gagagr
Address	:	202 Mars Exodus, Safari Nagar, Kondapur, Hyderabad
Complainee	:	Bharti Airtel Limited
Address	:	Bharti Crescent 1, Nelson Mandela Road, Vasant Kunj, Phase II

Complaint Details
I, Ashish Kumar Gaggar, the Complainant has been availing Airtel DTH Services from M/s Bharti Airtel Limited over 8-10 years. I have two Connections, one is Primary and the other is a Secondary Connection Linked to Primary Connection.
On 26th November 2016 is made the following payments through my Credit Card
S.No Particulars Amount Purpose
1. 11 Months Subscription @ 357 + Plus 1 Month Subscription Free Rs 3,927 Primary Connection
2. 11 Months Subscription @ 270 + Plus 1 Month Subscription Free Rs ,2970 Secondary Connection

Credit Card Statement for the Month of November and December 2016 attached as proof of making the payment as annexure 1
Based on the above payments validity period for both my connections should be for 12 Month I,e upto 25th November 2017.
However since first week of May 2017 itself I started receiving SMS and Email that my account is due for recharge on 16th May 2017
When i called up customer care i was told that i am charged for HD Top Up. I have never requested for any HD Top Up on any of my connection. Airtel DTH has a practice of adding top ups without the permission of subscribers and charge amount without their permission and knowledge.

Further they have charged me for HD TOP up on both my television. My second connection is a child connection and as per the logic what all is subscribed on my first connection should automatically come on secondary connection. So charge of HD Top up on my 2nd connection is invalid.

The above invalid deductions on my account has resulted in suspension of services on my 2nd connection causing inconvenience to me and my family

Further as per the rules of Direct to Home Broadcasting Services (Standard of Quality of Service and Redressal of grievance) Regulation 2007 the DTH Operator has to give the subsriber a proper, detailed bill showing the tariff towards the subscription package, , value added service and applicable taxes. However Airtel DTH does not follow any such practice of giving a detailed Bill and hence I was not aware for almost 4 month that I have been charged for HD TOP Up on both my connections.

Further a DTH operator cannot arbitrarily make any changes in the composition of subscription package chosen. In my case i have been charged without my permission for packages /top up that i have not subscribed.

Hence it is a clear case of violation of the Direct to Home Broadcasting Services (Standard of Quality of Service and Redressed of grievance) Regulation 2007.

Further calls made to redress the problem are not attended properly and no positive replies are provided.

Further to redress the problem email was sent on May 15th 2017. However the grievance was not addressed. Further through email dated May 16th 2017 I requested for Email id and Contact details of the Nodal Officer. However no response was received for such email.

The above things are clear to prove that Airtel DTH is involved in unfair trade practice of overcharging /wrongly charging its subscribers

The amount deducted is to a tune of Rs 1500/- (One Thousand Five Hundred only)

I had made a number of calls to the call centre, I have written a number of emails to them to redress the issue. However no serious effort has been put by them. In addition my DTH services for 2nd television were suspended and I was forced to make payment again for continuing the services.

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