- Transaction not reverted back inspite of explaining to 10's of representatives Closed
Would like to describe here the amount of carelessness and incompetence towards resolving the consumer's issues by Airtel customer care representatives and the amount of mental torture which customers have to go through because of this incompetence.
On **th May ****, I paid the bill of a postpaid number through My Airtel wallet and by mistake entered an incorrect number. When I realized this next day, I immediately called up customer care and explained the issue for which they said that I need to send a written complaint on ***@airtel.com. Basically, I paid the bill of a postpaid sim (say A) through my prepaid connection's Airtel Wallet (say B) but wrongly paid for a connection (say C).
I wrote an email regarding the same with proper explanation. After *-* days, I got a call from Airtel customer care to understand the problem statement. I explained the issue and then the representative said that the concerned person will call back. After that, someone again called me to understand the issue which I explained to them again. He said that I need to send the snapshot of the transaction history showing the transaction ID for the issue to be resolved (for account B). I did the same. After *-* days, I got a call from a different person saying that issue is related to a postpaid corporate connection (connection A) for which I need to send the email to firstname.lastname@example.org, so I did the same. Next day another person called me up and said that since this issue is related to wrong payment of a corporate connection (connection A), I need to confirm the details from the corporate registered email ID otherwise nothing can be done. I added the registered email ID to the ongoing thread and replied from that email confirming all the details which I have described already earlier.
Next day another person called me up and asked if I would like to get the money transferred back into account B or if I want to credit into account A so that the next billing cycle will have this reflected. Initially, I said I want to get it transferred back into account B but the lady was giving all sort of useless excuses and said it will be easier to credit into account A. I finally agreed to it and then she put the call on hold. When she continued the call again, she started saying that even crediting into Account A is not possible since I need to upload the debit account statement for the payment which was done (for account B). I found it unable to understand why the debit statement is required?
Why was initially told to me that snapshot of the transaction history will suffice?
Even if the debit history is required, I said I have done the payment from Airtel wallet into Airtel account and have given the transaction ID as well. You can get the details of the transaction from your end itself since everything is within the Airtel scope and there is no third party involved at all but there was no response to it.
The requirements changed every day along with the person dealing with the issue and seem nobody understood the real issue and nobody knew the real resolution for the same. This is just making the consumers go through mental torture without helping them at all. I wonder why is it called "customer care" and not "customer don't care".
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