Airtel 3G activation and Incorrect data usage metering

I have been quite-no-crib customer of Airtel for almost three years. I had initial issues but life was going pretty smooth with them since then. Only till August 16th when I got a call from Airtel regarding 3G migration and good plan where I was offered 500 local calls, 300 local and national sms, 200 MB 3G data free. Rental was Rs 600 but I was offered 50% discount for 24 months. I was currently on Rs 199 rental plan + Rs 99 gprs. So, this sounded good. I was told that new plan will be activated within 4 hours and I will get sms for confirmation.

I didn't get any confirmation on plan change till next day. I called the number back but it was switched off and then I tweeted to airtel_presence. All tweets screenshots posted at end of this blog. I got reply to tweet but no action till 20th when I got following sms.

The above sms, which I received on 20th August at 4:24 pm, talks about free local calls and sms but no information regarding free 3G data or discount on rental. In fact, it says data will be charged volume based. Since I don't want to pay airtel for talking to customer care, I chose to tweet to them. Again tweet was responded but no call for a day. I got a call on Tuesday 5:22 pm but since I was riding cycle from office to home, I couldn't take the call. I again chose to tweet. I got following sms.

This sms, which I received on 21st August at 7:07 pm, talks about discount on rental but again no information on free data plan. Shocker was to follow. After 7 minutes, I received following message.

Following are screenshots from airtel website which shows my unbilled usage till 20th and 21st. If I have used 740 MB, my unbilled usage should be more than Rs 4,500 in 2G plan or Rs 2,250 for 3G plan. But amount is much lesser and compared to my usual usage.

Folllowing important points to be noted

1. SMS talks about 3G data usage till 20th. 3G data got activated only on 20th at 4:24 pm
2. Timing of this sms – just 7 minutes after activating  discount on rental. Now what Airtel, recovering your rental discount?
3. According to my earlier 2g data plan, I should have been informed when I was near to 300 MB or crossed it. But that never happened.
4. My unbilled usage as per website is much lesser than what claimed by sms. 

I got a call on 22nd August. And lady confirmed that I have used data of 740 MB. And there is no way they can find detail till bill is generated. I got really pained by the answer. I asked her to cancel my 3G and put me back to my previous plan and 2G internet. My 3G got deactivated but 2G internet was not enabled. With no more option, I tweeted again. I got another call on 23rd August. I then came to realize that I am still on this new plan but without 3G network. My plan was switched then but informed that they can't do anything till bill is generated.

I have raised this issue with Airtel before the bill is generated. Instead of investigating the issue, I have been asked to wait till the bill is generated. And only then they can't check the usage detail. There are enough stories on net where fraud bill has been generated and then they have been harassed to pay the bill. Airtel even involves collection agency to collect the pending bill amount. I surely don't want to go through that. And I hope Airtel listens. 

Following are all twitter messages that I sent to Airtel.