Airtel Black - Excess Billing Due to Unnecessary SetTop Box Replacement for Resolving Simple Software Issue

Airtel Black ID: **************
I have received an invoice for December **** showing an amount of ₹*,***.**, instead of the expected amount of ₹*,***.** (inclusive of GST). The excess charge of ₹*** is due to an unwarranted replacement of the set-top box (STB) by Airtel’s technician during a service visit for a simple software-related issue.


*. On **th December ****, I raised a complaint regarding a software issue with the STB. The issue was caused by a software upgrade rolled out by Airtel.
The technician visited my residence and replaced the STB without the my consent, claiming it was necessary to address the software issue.
I was not informed of any replacement charges beforehand for such simple software issue.
The software upgrade issue arose due to the lack of quality assurance in Airtel's software rollout.

I contacted Airtel multiple times via emails and calls to dispute the unnecessary charge of ₹***.
Despite assurances from Airtel representatives, the issue remains unresolved. I have attached emails and screenshots of the software issue for reference.

I submit that technician was advised by his superior to replace STBs unnecessarily during software issues, leading to unjustified financial burdens on customers.
Such practices, if not curbed, could affect millions of Airtel customers, causing widespread inconvenience and harassment.

I am being forced to pay an unwarranted amount of ₹*** for a hardware replacement that was not required.
This has caused financial and mental stress to me.

Please direct Airtel India Pvt. Ltd. to waive off the excess charge of ₹*** imposed on me.