Hi:

I had a very bad experience with Airtel 3G postpaid datacard. I bought an Airtel 3G postpaid datacard (corporate connection) and i have been using this for nearly 1 year now and my usage has always been within 5 GB and the bill has never gone over Rs. 850/month as per plan. I was very surprised when i got a bill of Rs. 4494.40 for the month of January 2013 when my Credit Limit was Rs. 2000; I neither got a call from Airtel when it exceeded my credit limit of Rs. 2000 nor my services were barred, which they should have done as per guidelines or asked me to do a part payment on reaching my credit limit. All this time I was thinking my internet usage was within my credit limits, therefore, i was using my datacard as usual. Credit limit is the maximum amount of credit that a customer can avail and I was not informed even after reaching double the credit limit and my connection was not barred as per TRAI rules. If they would have done either, i would have known. I think billing such heavy bills without information is against the guidelines and outrageous.

According to TRAI Act 1997 - Credit Limit for post-paid subscribers, when the usage of the subscriber reaches the credit limit set a notice is given and a time limit is given for making payment lest the services are debarred. On the failure of the subscriber in making timely payment or the usage exceeding the credit limit, the services are barred. My connection was neither barred nor did i get a call from Airtel on reaching my credit limit, which is really shocking.

Airtel mentions the following guidelines regarding credit limit on their web site which they totally failed to follow in my case:
Link: [url]www.airtel.in/wps/wcm/connect/airtel.in/airtel.in/home/foryou/mobile/postpaid+services/know+more/faqs/]::[/url] Airtel :: Mobile Postpaid : FAQ's[/url]

1. It is like the spending limit on your credit card. We have preset a dynamic credit limit defined basis history of your association with us, security deposit and your average usage.
2. In case you exceed your Credit Limit, there's a temporary restriction on your making calls and sending messages.
3. Should you exceed 90% of your credit limit you'll be intimated through a voice or a non-voice message. If you reach your Credit Limit, there's a temporary restriction on your making calls and sending messages.
4. Remember if you exceed your credit limit all you need to do is to make an interim payment and reduce your account balance below your credit limit.

From this it is clear that Airtel has not followed the guidelines. I communicated the same to Airtel through mail/phone, but I did not get a positive reply.

Below is the reply from Airtel for one of my mails, which in no way addresses my issue of billing over credit limit and informing customer on reaching the credit limit.

"Airtel regrets the inconvenience you have experienced. As per your telephonic conversation with the undersigned dated 26th February 2013; please be informed that, post validation of our records, it has been established that the 3G usage charges levied on the airtel account in question are correct and valid, as per the 3G usage initiated from your part and plan opted. Hence, the account in question does not qualify for any credit adjustment to be processed with. For any further queries, you may get in touch with us at [email]airtelpresence@in.airtel.com[/email]. airtel appreciates your business and always welcomes your suggestions/feedback.

I tried my best to solve this issue and made many calls and wrote many mails to several of them in Airtel, but no one is able to solve my issue. They all give vague replies and copy paste the same matter again and again instead of resolving the issue. I would request some responsible person for Airtel to look into this and solve this issue at the earliest.

Below are my details:
Airtel Number: ********14
Relationship Number: 1027546147
Bill Number: ********8
Contact Number: ********44

Thanking you,

Thanks & Regards,
S. Aitha