Dear Sir,
Please refer to our account numbers AAA and BBB registered under the name of Mr. ABC. If you can pull out the details, you will note that:
1. Both these connections are used in the same premises.
2. Both are DSL 1 mbps connections where are regular billing amount is Rs. 1699 + tax = Rs. 1874.
3. Both these connections have the same billing cycle.
Everything was going smooth until we received the following bills:
1. Bill no. AAA-1 for account AAA – 17/01/2010-16/02/2010.
2. Bill no. BBB-1 for account BBB – 17/01/2010-16/02/2010.
We were shocked to note that we were incorrectly charged Rs. 500 extra as PC Secure charges on both bills. The amount reflected as:
PC Secure Charges: Rs. 600.
PC Secure Discount: Rs. 100.
So effectively, we were charged Rs. 500 excess in both bills. We immediately got in touch with the Airtel customer care via telephone and pointed out the same to them. They refused to acknowledge the fact that we were billed incorrectly and did not issue us a waiver. However, they offered and removed the PC Secure Service. We on the other hand made it clear that we would not pay for any service that we have not approved or opted for. We however made the regular payment for Rs. 1874. I had made numerous calls to the Customer Care Department and spent a few hours explaining the issue to a new executive everytime, however, there was no action taken on the issue apart from the assurance that the service had been disconnected.
Please note the details for the next bills:
1. Bill no. AAA-2 for account AAA – 17/02/2010-16/03/2010.
2. Bill no. BBB-2 for account BBB – 17/02/2010-16/03/2010.
When we received the following, we noted that the difference amount from the previous bill had been carried forward to the current bill along with late payment charges. Please note that we have never faced any late payment charges in any of these accounts until now. However, what was more shocking was that we were again charged Rs. 500 extra apart from the charges carried over from the previous bill, as follows:
PC Secure Charges: Rs. 600.
PC Secure Discount: Rs. 100.
Since then, every month, this amount is being carried over to the next bill and a late payment charges are being added to every bill. We however continue to make the regular payment of Rs. 1874 each for both accounts, in time, every month.
Now, recently, we have started receiving calls, SMSes and even recorded messages from Airtel that our services will be terminated if we do not clear the dues. I have again tried calling the Customer Care and tried explaining the situation to them but they refuse to offer any waiver.
After all this, yesterday, I Googled PC Secure and from what I understand, it is a rebranded F-Secure Security solution which Airtel offers. What I also understand is that Rs. 600 is an annual charge. What I don’t understand is:
1. Why were we charged for the same when we haven’t opted or activated these services at our end or asked you to do so.
2. Why were we charged twice on both bills for an annual charge? We shouldn’t have been charged for PC Secure even once!
We have also assured Airtel that there is no question of any misuse at our end since our connections are not on WiFi and are used by me and my uncle personally. However, they insist that the service can only be activated at our end.
We would like you to look into this matter immediately. At our end, we will continue to pay Rs. 1874 each every month as we have been doing every month. However, we maintain that we will not pay for any service that we have not approved. We sincerely hope that you can take action on this matter immediately before the DSL services are blocked from your end. We are tired of explaining the situation to a new executive everytime and do not have the patience to do so anymore. We can also assure you that if the services are terminated on account of due charges, we will immediately stop paying for all future bills. This is our last effort to explain the situation to Airtel.
Warm Regards,
vb86.
