Tryst with airtel

Me to Airtel

 28/05/2015 12:22:50 PM

Dear Sir/Madam,
On 26th May at 10: 50 AM, I got the sms from 121:
'Airtel 3G pack will expire tomorrow. Recharge with 3G before expiry & carry
forward unused 3G bal....'
So, immediately I recharged with Rs. 155 and got this sms at 11:01 AM
'Your airtel mobile 8974450*** online recharge txn ID 193297 of Rs. 155 is
processed successfully....'
But this morning (28/05/15), I received this sms that I don't have any internet
balance:
'Aapke Internet pack ki validity samapt ho gayi hai! Ab usage aapke main a/c se
katega....'
So, I called 121 and asked the balance. There is 2G and 3G balance but why is
the unused 3G balance not carried forward?
Yours faithfully
Dr. Sao Tunyi

Airtel to me

Date:

Thu, May 28, 2015 at 12:52 PM

Dear Dr. Sao Tunyi,

This is in reference to your email dated on 28/05/2015 inquiring about the carry forward of the internet balance for your airtel mobile number 8974450***.

We would like to inform you that the carry forward of internet balance is currently available for 3G only. To carry forward the 3G internet balance, the immediate recharge value has be equal or greater than the previous recharge value.

However, as the 3G data recharge done on 26/05/2015 of Rs 155/- is neither equal nor greater than the value of the previous recharge value the remaining data balance been cleared on 28/05/2015.

In future, we would like you to recharge either equal or greater than the value of the previous recharge value to carry forward the data.

We hope that we have been able to address your concern suitably. Thank you for choosing airtel.

Best Regards,
Sumedh Saha
Service Specialist
airtel

Me to Airtel

Sent: 28/05/2015 03:02:38 PM

Dear Sumedh Saha,

In the sms notification, it was not mentioned as you said that ' the immediate recharge value has be equal or greater than the previous recharge value'. It simply said, 'Recharge with 3G before expiry & carry forward unused 3G bal'.

So, please clarify why this was not mentioned so that it resulted in huge lose of 3G data.

Regards

Dr. Sao Tunyi

Airtel to Me

Thu, May 28, 2015 at 3:36 PM

Dear Dr. Sao Tunyi,

This is in reference to your email dated on 28/05/2015 inquiring about the carry forward of the internet balance for your airtel mobile number 8974450***.

As discussed, we would like to confirm you that, you have done an amount of recharge of Rs.249/- 1 GB 3G data on 28/04/2015 as per our records.

Further, you have recharged an amount of Rs.155/- on 500 MB both 2G and 3G data 26/05/2015.

In order to carry forward 3G data balance, you have to recharge equal amount or greater than the previous recharge amount.

We hope that we have been able to address your concern suitably.

Thank you for choosing airtel.

Best Regards,
Uma
Service Specialist
airtel

 Me to Airtel

Thu, May 28, 2015 at 4:06 PM

Dear Uma,

Please send reference mentioning that customers have to 'recharge equal amount or greater than the previous recharge amount' in order to carry forward unused 3G data. Please provide information where the customers are notified beforehand of this 'condition'.

Thanks

Dr. Sao Tunyi

Airtel to me

Thu, May 28, 2015 at 4:49 PM

Dear Sao Tunyi,

This is in reference to your email dated on 28/05/2015 regarding carry forward of the internet balance for your airtel mobile number 8974450***.

We would like to inform you that in order to carry forward the unused 3G data balance, recharge of equal amount or greater than the previous recharge amount has to be done before the validity expiry of the previously active data pack.

As the recharge done on 26/05/2015 for Rs.155/- is neither equal nor greater than the previous recharge amount, the previous data balance was not carried forward and has been lapsed.

Thank you for choosing airtel.

Best Regards,
Rilby Babykutty
Service Specialist
airtel

 Me to Airtel

Thu, May 28, 2015 at 5:27 PM

Dear Rilby Babykutty,

I understand that my recharge this time is neither equal to nor greater than the previous recharge. That has been clarified several times. But what I would like to know please is: where is this 'condition' mentioned that it has to be equal to or greater than the previous recharge in order to carry forward unused 3G data? Is there a policy page or 'terms and conditions' page where customers are pre-informed of this?

From discussion forum like the link given here (http://telecomtalk.info/airtel-3g-infinity-prepaid/124242/) it is mentioned that even for a recharge lesser than the previous, the unused data can be carried forward.

Thank you

Dr. Sao Tunyi

Fri, May 29, 2:52 PM

         SILENCE