I have airtel broadband connection along with nighttop plan under which the download is free from 8 PM to 8 AM - let’s call it free time.
Reason 1 - I started downloaded at 7:30 PM. Now, Airtel even charged for the download that took place during free time i.e. after 8 PM since I’logged in’ during non-free time!
Perhaps you’ll think that download depends on the’login’ time rather then the actual time of download. But, If you’login’ at 9:00 AM in the night(which is free time) and end your download at 8:30 AM morning, even then the download is charged fully!
So, whether you start download 1 minute before free time or end it 1 minute after free time, all the download during free time is fully charged. I cannot imagine a billing policy which is more anti-customer than this. It’s open loot by Airtel.
Reason 2: Airtel can be excused for having such a weird download policy if it is communicated in advance to customer so that a customer is well informed.
But this unique’condition’ of night topup plan is NEVER communicated to customer in ANY form by Airtel. I have my original application papers for airtel connection which mentions this’night topup plan’ but doesn’t mention anywhere this unique condition.
This amounts to cheating the customer by withholding information. Even credit card companies mention their policies in small print that customers overlook. But Airtel doesn’t mention it at all at anywhere.
Reason 3: I spoke to call centre executives and their supervisors multiple times and explained the situation. Finally, one senior executive got convinced and assured me to waive off the amount in next billing cycle. I called up after 10 days and the person reiterated the assurance that amount will be adjusted soon as it is under process. I have all the details like date, time, reference id of both these conversations.
But, lo and behold, the adjustment is not done at all and now, the call centre executives tell me that there is no waiver pending. I gave them the name of the person as well as other details of these conversation. Everytime, they note it and say they’ll find out and arrange a callback but no response then. They don’t let me speak to that supervisor saying that he is not currently available.
I challenged them to dig out the voice recording of that conversation. But all I get is another assurance to arrange a callback which never takes place.
This is the worst part of the story. They make commitment and then throw it in dustbin.
So, here is a company that drafts a blatantly anti-customer billing policy that defies common sense and natural justice, that fleeces customer by hiding information and then, making commitment and then breaking it.
Isn’t apt to call such a company a’chore’ company?