Formal Complaint and Escalation – Unresolved ₹3,599 Refund Pending Since 26 June

[ShimonaShriya]

Model

AIRTEL RECHARGE

Dealer Name

AIRTEL

Company Name

AIRTEL

Loss Amount

3599

Ratings

1.00 star(s)

Dear Airtel Grievance Redressal Team,

I am writing to lodge a formal complaint against Airtel regarding the continued delay, repeated follow-ups, and unsatisfactory handling of my ₹3,599 refund, which has been pending since 26 June.

Despite making repeated attempts to resolve this matter through Airtel customer care and grievance channels, I have not received a satisfactory resolution. I have had to repeatedly contact customer care, explain the issue multiple times, and follow up through emails, only to have my requests closed without resolution or remain unattended.

This repeated and prolonged handling of the matter has caused me considerable frustration, inconvenience, and mental distress. I find it completely unacceptable that I have had to continuously pursue Airtel for a refund that is legitimately due to me.

I have also contacted Airtel through its grievance channels, including content.grievance@airtel.com and 121@airtel.com, and sent multiple reminders. However, despite these repeated communications, no satisfactory action has been taken.

Complaint Details​

• Name: Shimon Shriya
• Contact Number: 7782923496
• Refund Amount: ₹3,599
• Refund Pending Since: 26 June
• Date of Issue Raised: First raised on 26th jun itself. so far it has been raised around ten to twelve tims

Nature of the Complaint​

I had recharged my phone twice by 3599 the same day on 26th june. On doing so i called customer care, my one time 3599 was refunded to me and the second 3599 was supposed to be recharged. it never was recharged. i called, waited, mailed. followed up. i was given the transaction id and arn numbers and asked to follow up with the sbi bank six seven times. the bank has also become fed up. The matter was formally reported to Airtel, but the requests were repeatedly closed without providing an appropriate or permanent resolution. The second recharge that they did was done on some other number,

I was also given repeated assurances regarding resolution timelines, including commitments that the issue would be resolved within the stipulated TAT. However, these commitments were not honoured.

Now, despite the service-related issues and subsequent request for a refund, I have been made to repeatedly follow up for the ₹3,599 refund since 26 June. The prolonged delay and repeated closure of requests without resolution demonstrate a serious failure in Airtel's customer grievance handling.

I request Airtel to:​

1. Process and release my pending ₹3,599 refund immediately. They kept saying the refund is processed but i kept asking them to refund in some other account or airtel wallet/money
2. Provide a written explanation for the delay in processing the refund since 26 June.
3. Explain why my complaints/requests have repeatedly been closed without resolution or confirmation from me.
4. Provide the complete status and history of the relevant Service Requests.
5. Ensure that this complaint is not closed until the refund has actually been credited.
6. Provide written confirmation of the date by which the refund will be credited.

I have been patient and have provided Airtel more than sufficient opportunity to resolve this matter through its customer-care and grievance mechanisms. However, the continued delay is unacceptable.

If this matter is not resolved immediately, I will be compelled to escalate the complaint through the appropriate regulatory and consumer grievance mechanisms, including seeking appropriate compensation for the prolonged inconvenience and distress caused by Airtel's failure to resolve the matter.

I request a written response and confirmation of the refund at the earliest.

Regards,
Shimon Shriya
Contact: 7782923496