Complaint Details

Status	:	Closed
Complaint No	:	0108384/2019
Category	:	Telecom
Date	:	16-07-2019
Subject Line	:	Validity Issue - They modified the plan without my consent
Complainant	:	Anu Sharmila
Address	:	33, Karupparayan Kovil Street, Kumaranandhapuram
Complainee	:	Bharati Aitel
Address	:	Airtel Digital Tv (DTH)

Complaint Details
l took a new Airtel digital Tv connection by paying 3000 something. I got a message showing the validity of my new connection is up to Dec2019. Please see the screenshot attached. But now I got a message to recharge to continue my service. Actually, I called to customer care on April month, why because most of my channel get disconnected, which are I got when I buy this new connection (Dec2018). One of the Airtel Digital TV customer care executives told me - as per TRAI rule you need to select channels on Airtel website to avoid the above issue, then I ask here about my validity after I choose channel what will happen. And that person told me that the validity is same you will get up to 2019dec (Please check the conversation made on April month from customer care center - Customer care executive should not answer by their own assumption). So I choose my channels pack. Otherwise, I never do. Because of this, they changed my one-year validity plan to some other without my consent. Now the customer care people are telling that, We don't have 1year validity pack. So you want to recharge to continue the service. Message content - Received at When I bought a new connection from Airtel Digital TV - Customer ID is 3027852204, Account balance Rs 744, Validity 20Dec2019, Plan: All India FTA pack(12months), Last recharge amount/date: 650/ 25Dec2018 (Please refer the attached screenshot). I called many times to customer care, They were not answering in a proper way. Everyone is telling a different answer and they are making more trouble for customers. (You can verify all the call I made to customer care & also they made calls to me from backend team) I am requesting the INGRAM forum to help me on this issue. I want validity as per my pack whatever I purchased. Thanks Chada Sharam Contact No. 9486646186 (Tamil) Anu Sharmila, D/o Chada Sharam - Contact No. 9597747161 "

And also I registered a complaint in INGRAM (complaint/Docket number - 1443303) But the Airtel team close the ticket without giving proper solution to customer as "Customer complained that the old arp plan got deactivated without the customer's consent. Called the customer and informed that we can refund back Rs.500/- on customer's DTH account to extend the validity of the current pack. Customer is not agreeing for the same. Denial given. Case closed. "

But my concern is I don't want money/recharge to my account I want only the validity, whatever I purchased. I am ready to reduce most of the paid channels from my pack, But I want the validity. (Please refer the attached screenshot)

Really, the mistake is not mine, I can't suffer for airtel customer care team's careless/unresponsible answers(please listen to the conversation made on April month with my customer ID to airtel customer care). I want the validity, whatever that I purchased(up to 20Dec2019). Already my DTH service is disconnected by airtel team for the last 5days. But still, I didn't get a satisfied solution from airtel digital tv team. I am requesting CCRC to help me with this issue. You are my last hope.

Thanks
Anu Sharmila

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