Re: Advice needed - Airtel account closure - billing issue

It seems fair that you need to pay the exact usage and not any other amounts such as late fees, before getting this closed -and getting it in writing on airtel letterhead that it is closed, else you will have collection agents on your office doorstep.

--srs (iPad)

On 19-Jul-2013, at 12:40, KBS Ramachandra <ram-LwhLWe/z5cklJZD/[email protected]> wrote:

> Hoping to get some guidance from the forum ::
> 
> We (at our business) had an Airtel landline attached to a broadband connection for several years.
> We sought to discontinue the account in Jan 2013 and was told by Airtel customer care that it will be done.
> A month later we were surprised that it was not yet done. Again another request was registered
> 
> By May 2013, there were 4 bills raised (amounting to around 10k) and the line was still not discontinued. Finally after lot of calls, emails and 15 - 20 calls urging continuation of the line, it was finally disconnected. Even subsequent to the disconnection, one bill was raised.
> 
> We learnt from Airtel customer care that the first two requests were wrongly retained - someone just closed the requests saying the customer agreed to retain the line (which is a blatant lie and     Airtel agrees to this)
> 
> Unfortunately, the line was connected to our EPABX and there was some usage during the period of wrongful extension (total usage amounting to < Rs 1K)
> 
> Airtel is now pressurizing us to clear the pending dues, even while acknowledging their mistake.
> 
> I sent a mail to the appellate authority for Airtel (which from TRAI documentation seems to projected as a third-party, neutral agency). However, someone from Airtel call center called (also discussed with her supervisor in-between) and finally said since there has been usage, the entire bill has to be paid. The lady who called sent a mail from the address of the appellate authority (which seems to prove that the appellate authority is nothing but another wing of Airtel)
> 
> Questions where I need guidance is ::
> Is it unfair for me to ask that the bill amount be reversed since the wrongfully retained the line (and never came to disconnect the line / take back their equipment)?
> If it is fair for me to seek reversal, then what avenues should one explore?
> Is the Appellate authority that TRAI has mandated, just a hogwash? [this is a rhetorical question :-)]
> Regards,
> KBS Ramachandra
> 
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