Indranil_Dutta
New member
- Dealer Name
- Bharti Airtel Limited
- Company Name
- Bharti Airtel Limited
- Customer Care Number
- 121
- Loss Amount
- 295
- Ratings
Respected Sir/Madam,
I am writing to formally raise a grievance regarding my Airtel broadband connection. I originally subscribed to Airtel broadband on 27 June 2023 under DSL number 0356115313371_wifi, account number 20043016214, registered in my name, Indranil Dutta, at Jayanti Para, Near Jalpaiguri Town Station, Jalpaiguri – 735101, West Bengal. The plan type was prepaid (see attachment).
In March 2026, I requested Airtel to shift my connection to a new address at Amber Residency, 1B, Roy Colony More, Thakur Panchanan Road, Eastern Bypass, Siliguri – 734008, West Bengal. After shifting, the DSL number was changed to 035330916866_wifi. I have always recharged my account for six months at a time, paying INR 3004 (INR 499 per month). My last recharge before shifting was on 26 December 2025, valid until the last week of June 2026.
However, Airtel did not notify me of the expiry of my recharge period, nor did they send any reminder as is customary for prepaid connections. On 27 June 2026, realizing the plan validity had ended, I recharged for another six months, valid until 26 December 2026. The recharge amount was INR 3002.98 (see attachment), but Airtel additionally charged INR 295.52 in the name of ‘outstanding amount’ (see attachment), making the total INR 3298.50.
I wrote to appellate.wb@airtel.com on 28 June, 2026 seeking clarification (see attachment). The reply stated that my connection is postpaid, and the extra INR 295.52 in the name of ‘outstanding amount’ was charged for usage after the previous recharge period ended on 25 June 2026 (see attachment). I responded that my connection has always been prepaid, and in prepaid plans, service should be disconnected once the validity expires. Customers recharge at their discretion, and no extra charges should apply between two recharge periods (see attachment).
Despite this, I received another reply insisting my connection is postpaid (see attachment). Subsequently, an Airtel representative called me and claimed that my plan was changed to postpaid during the shifting process. When I asked how such a change could be made without my consent, no explanation was provided. Furthermore, I was told that it was my responsibility to check the Airtel Thanks app for details regarding the plan change. I wish to emphasize that the use of this app is not mandatory, and no official communication (such as email) was issued to notify me of any change in plan. Moreover, no notification within the Airtel Thanks app itself indicated that my plan had been altered (see attachment: Plan-Details).
I therefore respectfully request the Hon'ble Commission to direct Bharti Airtel Limited to:
Address: Jayanti para, near Jalpaiguri Town Station, Jalpaiguri, Pin-735101, West Bengal.
mail Id: dutindranil@gmail.com
Attachment: Bill receipts and communications between me and Airtel.
I am writing to formally raise a grievance regarding my Airtel broadband connection. I originally subscribed to Airtel broadband on 27 June 2023 under DSL number 0356115313371_wifi, account number 20043016214, registered in my name, Indranil Dutta, at Jayanti Para, Near Jalpaiguri Town Station, Jalpaiguri – 735101, West Bengal. The plan type was prepaid (see attachment).
In March 2026, I requested Airtel to shift my connection to a new address at Amber Residency, 1B, Roy Colony More, Thakur Panchanan Road, Eastern Bypass, Siliguri – 734008, West Bengal. After shifting, the DSL number was changed to 035330916866_wifi. I have always recharged my account for six months at a time, paying INR 3004 (INR 499 per month). My last recharge before shifting was on 26 December 2025, valid until the last week of June 2026.
However, Airtel did not notify me of the expiry of my recharge period, nor did they send any reminder as is customary for prepaid connections. On 27 June 2026, realizing the plan validity had ended, I recharged for another six months, valid until 26 December 2026. The recharge amount was INR 3002.98 (see attachment), but Airtel additionally charged INR 295.52 in the name of ‘outstanding amount’ (see attachment), making the total INR 3298.50.
I wrote to appellate.wb@airtel.com on 28 June, 2026 seeking clarification (see attachment). The reply stated that my connection is postpaid, and the extra INR 295.52 in the name of ‘outstanding amount’ was charged for usage after the previous recharge period ended on 25 June 2026 (see attachment). I responded that my connection has always been prepaid, and in prepaid plans, service should be disconnected once the validity expires. Customers recharge at their discretion, and no extra charges should apply between two recharge periods (see attachment).
Despite this, I received another reply insisting my connection is postpaid (see attachment). Subsequently, an Airtel representative called me and claimed that my plan was changed to postpaid during the shifting process. When I asked how such a change could be made without my consent, no explanation was provided. Furthermore, I was told that it was my responsibility to check the Airtel Thanks app for details regarding the plan change. I wish to emphasize that the use of this app is not mandatory, and no official communication (such as email) was issued to notify me of any change in plan. Moreover, no notification within the Airtel Thanks app itself indicated that my plan had been altered (see attachment: Plan-Details).
I therefore respectfully request the Hon'ble Commission to direct Bharti Airtel Limited to:
- Refund the unjustified charge of INR 295.52.
- Restore my connection plan to prepaid, as originally subscribed.
Address: Jayanti para, near Jalpaiguri Town Station, Jalpaiguri, Pin-735101, West Bengal.
mail Id: dutindranil@gmail.com
Attachment: Bill receipts and communications between me and Airtel.
Attachments
-
Plan-Details.jpeg -
My mail on 28 June_Request for Refund of Unjustified Extra Charge on Prepaid Broadband.pdf
-
Airtel replies and my mail_ Re_ Request for Refund of Unjustified Extra Charge on Prepaid Broa...pdf
-
Airtel mail indicating my plan as prepaid - Welcome to Airtel Xstream Fiber!.pdf
-
Bill Receipt on 25 Dec_25.jpeg -
Bill Receipt 27 June_26.pdf