Airtel, compensate
My mobile phone was blocked and I got a message
On September 19, I received a call from a person (Mob #7764090741) claiming that he is from Airtel and has assigned to update my KYC or else my SIM will be deactivated and asked me to provide my Aadhaar number. I gave him the number and then he told me that he is sending a code (SIM 899100090095 ***** 52U) that I have to forward to 121 so that my KYC status will be updated. I did as he said and replied with “1” to confirm. After some minutes, my mobile phone was blocked and I got a message that I use a new SIM as the old SIM will not work. Then after 30 minutes I called Airtel customer care to enquire why my SIM was blocked. Then the executive asked my name and my mobile number, and I told him my name and my mobile number (9000006689) which is registered in my name and I have been using since the last five years. Then the customer care executive told me that the phone is not in my name now and it is in someone else’s name. Then I said that’s my number and somebody had called me and asked me to send a code and my SIM was blocked and to check. But he did not listen and disconnected the phone. Then I grew suspicious and immediately rushed to the nearby Airtel office. When I enquired there about my status, an executive checked and told me that it was in my name when it was post-paid but when converted to pre-paid it was showing another person’s name.
I asked was it possible that the phone I was using was in somebody else’s name. Then I requested the executive that it’s my number and to check as I was sent a code and my number might have been hacked. But he refused to assist me and advised me to proceed to Begumpet office and complain there. Then I rushed to the Airtel office at Begumpet. The executive Mr Harshit listened to my story and said that he can assist me to get the number in my name and he started the process after taking necessary documents from me and later handed over to me a new SIM card and said that it would be activated within four days.
He also told me to check my bank transactions immediately, providing me Net facility from his office. When I checked my mail, there were no transaction alerts. Then I called ICICI customer care office to check if any transaction has been done and block my debit and credit card. The customer care executive told me that there have been five transactions of `33,500 within an hour and he blocked both my cards.
Now Airtel has to answer the following questions.
1. When I immediately called customer care (Airtel) that my phone has been blocked within 10 minutes of it getting blocked why did they not get suspicious and block that number immediately so that my money could have been saved?
2. When I approached the nearby office (#6 crossroad) executive, and told him the story why he did not come forward to assist me?
3. How can a person change a SIM within half an hour and carry on transaction whereas when we apply for a SIM it takes days to activate?
4. How my SIM can get sold to somebody else when I have provided documents?
6. Why the new SIM provided by Airtel recently is not working even after a week when I was told it would be activated within four days. How come the other person who changed the SIM can activate it in minutes?
I request Airtel to answer my queries and compensate me the loss incurred.