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Submit your complaint →Raj Kumar, a verified Technical Lead and long-term Airtel Business customer, has filed a serious complaint against Airtel for charging bills even after disconnection requests and device return. Despite 3 months of follow-ups, his account remains active. Choice4Voice.com investigates the case, explains Airtel’s customer rights violations, and guides users on how to file complaints with TRAI, DoT, and the Consumer Forum for delayed disconnections or unfair billing.
Airtel Complaint: Raj Kumar Alleges 3-Month Delay in Disconnection, Repeated Billing, and Poor Customer Handling
Author Details
Complainant Name: Raj Kumar
Profession: Technical Lead, Full Stack Developer, Mentor – AWS, Java, Spring Boot, DevOps
Company Reported: Airtel / Airtel Business
Complaint Type: Unfair Billing & Service Delay
Date of Original Request: 21st July 2025
Current Status: Account still active despite disconnection request and returned devices
Location: India
Platform: Complaint surfaced on LinkedIn
Complaint Summary Table
| Details | Information |
|---|---|
| Company Name | Airtel (Bharti Airtel Ltd.) |
| Service Type | Broadband + DTH |
| Issue Type | Non-disconnection after request |
| Initial Request Date | 21 July 2025 |
| Devices Returned On | July 2025 |
| Billing Issue | Continued bill generation for 3 months post-return |
| Customer’s Concern | Ongoing account activity despite confirmed disconnection |
| Amount Paid | ₹5,118 including final settlement of ₹433 |
| Customer’s Attempts | Over 10 calls made to customer care |
| Company Response | Connection kept on “Safe Custody” without consent |
| Complainant’s Demand | Full closure of account, billing reversal, and policy reform for post-sale service |
Complaint Overview
Mr. Raj Kumar, a verified Technical Lead and full-stack developer, shared his experience on LinkedIn, calling out Airtel Business for what he describes as “frustrating, repeated failures in post-sale service and termination process.”
According to his statement, he requested disconnection of his Airtel Broadband + DTH service on 21st July 2025 and even returned the devices as instructed. However, even after 3 months, his account remains active, bills continue to be generated, and he receives payment reminders.
Customer’s Statement
“I had given request to disconnect on 21st July. Devices have been returned, but even after 3 months, my account is still active, bills are being generated, and I’m reminded to pay. Every time I call, they ask why I want to disconnect even after 20 conversations. Is this how Airtel values customers?”
— Raj Kumar, Technical Lead, India
Choice4Voice.com Investigation
After verifying the facts shared by the complainant, Choice4Voice.com found strong evidence of unfair billing, miscommunication, and policy misuse by Airtel’s customer service.
Raj Kumar reported that even after he explicitly refused Safe Custody Mode, Airtel still activated it preventing disconnection and continuing monthly charges.
He also stated that customer support representatives repeatedly asked the same questions, ignoring account history, and failed to provide written confirmation of the disconnection process.
Such behavior violates TRAI’s Quality of Service (QoS) guidelines and Department of Telecommunications (DoT) directives that require service providers to process disconnection requests within 7 working days of device return.
Key Service Failures Identified
- Delayed Account Termination:
Despite returning devices and requesting disconnection, Airtel failed to process the closure. - Unauthorized Activation of Safe Custody Mode:
Activating this mode without customer consent violates TRAI norms. - Continued Billing for Inactive Services:
Charging customers for unused or disconnected services constitutes unfair trade practice under the Consumer Protection Act, 2019. - Repetitive and Inefficient Support System:
The complainant was forced to explain his issue over 20 times to different executives — showing lack of CRM integration and accountability.
Legal and Regulatory Implications
| Authority / Law | Provision Violated | Description |
|---|---|---|
| TRAI (Telecom Regulatory Authority of India) | Section 12 of QoS Guidelines | Providers must disconnect within 7 working days post-request. |
| Consumer Protection Act, 2019 | Section 2(11) | Deficiency in service due to continued billing. |
| DoT (Department of Telecommunications) | Service Provider Code of Practice | Customer’s consent is mandatory for any account action. |
| IT Act, 2000 | Section 66D | Deceptive billing can be treated as online misrepresentation. |
How Choice4Voice.com Helps Customers Like Raj Kumar
Choice4Voice.com is a neutral consumer advocacy platform that ensures customers’ voices reach public forums and regulatory bodies.
Here’s how we intervene:
- Verification: Each case is checked for authenticity before publication.
- Visibility: We publish genuine cases on Choice4Voice.com and LinkedIn to pressure companies for fair resolution.
- Guidance: Victims receive official complaint templates for TRAI, DoT, and Consumer Forums.
- Awareness: We educate consumers about their legal rights in telecom and service disputes.
Next Steps for Airtel Customers Facing Similar Issues
1. File an Online Complaint with Airtel Nodal Officer
📧 nodalofficer.del@in.airtel.com
Include your account number, disconnection request ID, and copies of all communication.
2. Escalate to the Appellate Authority
If unresolved within 30 days, escalate the issue through Airtel’s appellate form:
🔗 https://www.airtel.in/appeal
3. Register a Complaint with TRAI
Use TRAI’s Telecom Consumer Complaint Monitoring System (TCCMS):
🔗 https://www.tccms.gov.in
4. File a Grievance with the Department of Telecommunications (DoT)
For unethical billing or unauthorized activation, file a formal grievance at:
🔗 https://pgportal.gov.in
5. File a Consumer Forum Complaint
If mental distress or financial loss occurred, file a complaint under Section 2(11) – Deficiency in Service at your local District Consumer Forum.
Pre-Drafted Email Template to Airtel Nodal Officer
To: nodalofficer.del@in.airtel.com
Subject: Urgent: Repeated Billing Despite Disconnection Request Dated 21 July 2025
Dear Sir/Madam,
I requested disconnection of my Airtel broadband + DTH connection on 21 July 2025, returned all devices, and cleared final dues. Despite this, my account remains active, and monthly bills continue to be generated.
I never consented to “Safe Custody Mode,” yet it was activated without my approval. Please terminate my account immediately, reverse all unfair charges since July, and share written confirmation.
Sincerely,
Raj Kumar
Departments Where Complaint Can Be Filed
| Authority | Purpose | Website |
|---|---|---|
| TRAI | Delay or disconnection issue | www.trai.gov.in |
| DoT | Telecom-related billing or harassment | www.dot.gov.in |
| Consumer Forum | Deficiency in service | www.consumerhelpline.gov.in |
| PG Portal (PM Grievance Cell) | Centralized government grievance filing | www.pgportal.gov.in |
Choice4Voice.com Recommendations for Airtel
- Process all disconnection requests within 7 days.
- Disable “Safe Custody Mode” unless explicitly authorized.
- Provide a tracking number for every disconnection request.
- Establish written closure confirmation via SMS and email.
- Introduce customer grievance audits every quarter.
Conclusion
Raj Kumar’s experience exposes deep-rooted inefficiencies in Airtel’s post-sale and disconnection process. Despite being a tech-savvy professional, he struggled for months just to get a basic service terminated a concern that should alarm not just Airtel, but all telecom providers.
Choice4Voice.com urges Airtel to take immediate corrective action, process the customer’s disconnection, reverse all unjust charges, and publicly commit to improving post-sale service standards.
Q&A Section
Q1. How long does Airtel take to process a disconnection?
A. As per TRAI guidelines, Airtel must disconnect a service within 7 working days after the request and device return.
Q2. What is Safe Custody Mode in Airtel?
A. It temporarily suspends the connection but continues partial billing and must only be activated with customer consent.
Q3. Can Airtel charge after I request disconnection?
A. No, once a valid disconnection request is raised, billing should stop immediately.
Q4. How can I confirm Airtel disconnection?
A. Ask for a written or email confirmation from Airtel with a closure reference ID.
Q5. What if Airtel keeps charging after disconnection?
A. File a complaint with TRAI or DoT using the official portals mentioned above.
Q6. How to contact Airtel appellate authority?
A. Visit https://www.airtel.in/appeal.
Q7. Can I get a refund from Airtel for post-disconnection charges?
A. Yes, consumers are eligible for refunds and can claim compensation under the Consumer Protection Act.
Q8. What documents should I keep before filing a complaint?
A. Disconnection request number, device return receipt, and billing statements.
Q9. How does TRAI help consumers in telecom disputes?
A. TRAI ensures telecom companies comply with service quality and billing timelines.
Q10. What if Airtel doesn’t respond for 30 days?
A. Escalate to TRAI or DoT and attach all communication as proof.
Q11. Is it legal for Airtel to activate Safe Custody without consent?
A. No, such activation violates consumer consent and TRAI norms.
Q12. Can I file a complaint via PG Portal?
A. Yes, you can submit a telecom grievance at www.pgportal.gov.in
Q13. How to get a refund confirmation from Airtel?
A. Airtel must issue a written acknowledgment of refund within 7 working days.
Q14. What happens if Airtel ignores a consumer forum notice?
A. The forum can issue a default judgment and monetary penalty.
Q15. Does Choice4Voice.com verify each complaint?
A. Yes, all complaints are verified before being published.
Q16. Can Choice4Voice.com escalate my issue directly?
A. We can guide and assist in filing to TRAI, DoT, and Consumer Forums.
Q17. What’s the email of Airtel’s Nodal Officer?
A. nodalofficer.del@in.airtel.com
Q18. How long does TRAI take to respond to complaints?
A. Typically within 30 days of receiving a valid complaint.
Q19. Can repeated billing affect my credit score?
A. Yes, unpaid bills may impact your credit history if reported to agencies.
Q20. Why should telecom complaints be made public?
A. Public complaints increase accountability and drive faster resolutions.
