I am writing to formally lodge a consumer complaint against Airtel regarding the forced conversion of my prepaid mobile number to postpaid without my consent, as well as the unjustified billing charges applied to my account. Despite repeated attempts to resolve the issue directly with Airtel, I have been met with unfair policies and unhelpful customer service, forcing me to escalate this matter for legal intervention.
Complaint Details:
Forced Postpaid Conversion Without Consent On [mention the date], while exploring the Airtel Thanks app, I inadvertently tapped the “Postpaid” option. Without my explicit authorization, Airtel automatically processed my number and OTP, converting my prepaid number to postpaid. At no point was I given the option to approve or decline this conversion. Upon reaching out to Airtel customer support, I was informed that I must use postpaid services for 90 days before I could revert to prepaid, which was unfair and financially burdensome.
Now that 90 days have passed, I should be able to revert to prepaid. However, Airtel refuses to process the reversal online, demanding that I visit a physical store, which I find unreasonable. Since my postpaid conversion was forced online, my prepaid reversal should also be processed online. This practice appears to be a clear violation of consumer rights and an exploitation of digital services.
Unjustified Billing Charges Without Service Usage My postpaid plan is ?449/-, totaling ?529/- after taxes. Due to financial constraints, I was unable to pay my April bill, which led to a previous due of ?647/-. However, when I checked my Airtel Thanks app today, my outstanding amount had inflated to ?1,158/-! This includes:
?647/- previous due (including late fee charges)
?333/- as monthly rental for the current month – even though my services were suspended due to non-payment.
?100/- for additional usage charges
?77/- for taxes
Since my services were suspended, I was unable to make calls or use the internet—so why am I being forced to pay for a plan I could not use? This appears to be an exploitative billing practice designed to unfairly charge consumers for services they have not accessed.
Consumer Rights Violation & Requested Action:
Airtel must immediately process my prepaid reversal online, without imposing unnecessary store visits.
The unjust charges applied while my services were suspended must be waived.
My billing must be revised to reflect only legitimate dues, eliminating forced charges for unused services.
This situation has placed an undue financial burden on me, and Airtel’s refusal to rectify this issue has left me with no option but to seek intervention from the Consumer Forum. I request urgent action on this matter, including appropriate legal review of Airtel’s misleading policies and strict enforcement of consumer protection regulations.
Please acknowledge this complaint and advise on the necessary legal steps to hold Airtel accountable for its unfair practices.
Looking forward to your prompt response.
Syed
Kothapeta, Kurnool
Email: sxxxxxxxxxx@gmail.com
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