Complaint Details

Status	:	Closed
Complaint No	:	0005370/2013
Category	:	Telecom
Date	:	10-07-2013
Subject Line	:	Unauthorized debit of balance account and unsatisfactory Customer service by Aircel NE
Complainant	:	Razou Luho
Address	:	Kohima
Complainee	:	Aircel NE
Address	:

Complaint Details
Dear Sir/Ma'am, On the evening of 25th June,13 i recharged a Rs15/- Aircel GPRS pack 150mb data for 3 days. Main balance in my account was Rs127/- Immediately after recharging i dialled *129# to check if the gprs data had been received which i did and again dialled *125# to check my main balance which showed Rs127/- balance remaining. After which i started browsing the net. After an hr or so of browsing i got a system notification saying that Rs127/- has been debited from my main balance account for usage of gprs data. I immediately checked my main balance and it reflected 0 balance and when i checked my gprs balance it showed 150mb of unused gprs data balance which had not been deducted at all as supposed to for gprs usage. Kindly note that i had recharged Rs15/- Aircel gprs net pack well before i had started browsing but still my main balance was debited for net usage. On the morning of 26th June,13 i called up Aircel customer care to loadge a complaint and find out what actually happened. A lady customer care executive took my complaint, after explaining to her everything she assured me of early resolution to the complaint after consulting with the concerned dept. I was given a timeline of 24hrs within which she said they will call me back with their resolution and explantions to what had happned to which i obliged. Date: 27th June,13. Received an SMS stating that my complaint as per reference number 1-13120947449 has been resolved on 26/6/2013. But i had never received any call from them on the 26th nor 27th!! Due to my heavy work schedule i was unable to get back to them immediately. Date: 4th July,13. Called up Aircel customer care to find out what resolution had been taken regarding my complaint and what had they resolved as per the reference number 1-13120947449. Mr.Tapash, CCE Aircel took my call and after giving him my reference number stated that as per the data recorded in his system it said that i had used an excess of gprs data therefore my main balance was debited. ???????? "But what about the gprs net pack that i had recharged...why was it not debited from there!!".......to which he replaid that he was unable to answer to my queries as the system says that only. The whole event which led to this was totally unsatisfactory and very unprofessional. Maybe its a very small amount not worth complaining about but the fact that they assured of calling back with the resolution and answers (which they never did) i was hoping that they'l take my complaint in general and me as a customers rather more seriously. And the confusing sms saying that my complaint/concern has been resolved!!!!!! ....totally unacceptable and very misguiding. Therefore, through your esteem forum i would like to lodge a consumer complaint against Aircel NE India as per the series of event mentioned above for
1. unauthorized Debit of call balance
2. unsatisfactory and very unethical professional approach to a customers complaint or grievances
3. Misguiding and giving false information to customers.
Looking forward to an early resolution for the same. Thanking You.

Sincerely,
Razou Luho
Kohima, Nagaland India

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