Kshitij Soni exposes Airtel Black’s failure to cancel a connection after upfront payment. ₹2500 refund delayed with false assurances. Full details, legal options, and Choice4Voice.com support inside.
Complaint Summary Table : Airtel Black Complaint – ₹2500 Cancellation Request Ignored
| Customer Name | Kshitij Soni (on behalf of his father) |
|---|---|
| Complaint Type | Non-cancellation, Refund not issued |
| Company/Brand | Airtel Black (Bharti Airtel Limited) |
| Product/Service | Airtel Black (Wi-Fi + DTH) |
| Amount Involved | ₹2500 (upfront payment) |
| Location | Not specified (India) |
| Issue Description | Payment made for optical fiber setup, technician shifted to AirFiber, cancellation request ignored despite multiple follow-ups |
| Complaint Source | LinkedIn Public Post |
Full Complaint Write-up
Kshitij Soni, a professional Data and Research Analyst, has raised a serious consumer complaint against Airtel Black (Bharti Airtel Limited) regarding a failed cancellation and refund process.
His father booked an Airtel Black connection and paid ₹2500 for an optical fiber setup. However, after the payment, the technician informed them that fiber was not available in their area and instead suggested AirFiber. Without knowing the technical difference, his father agreed.
The moment Kshitij discovered this, he immediately requested a cancellation on the same day. Unfortunately, this simple request turned into a seven-day battle with Airtel’s customer service.
Key Issues Faced
- No Response from Ground Team – The assigned area manager, Mr. Tuleshwar Sahu, has not responded despite repeated follow-ups.
- Scripted Responses from Customer Care – Every call resulted in the same assurance: “You’ll get a callback within 4 hours, and the issue will be resolved within 24 hours.” No action was taken.
- False Promises – For 7 days, Airtel has only given verbal assurances without initiating cancellation or refund.
- Call Recordings as Proof – Kshitij has preserved all call recordings to demonstrate Airtel’s repeated false assurances and systemic failure.
Why This Case Matters
This complaint is not just about ₹2500, but about transparency, accountability, and customer rights. If a customer cancels a booking on the same day of payment, the refund should be immediate. Instead, Airtel’s system is forcing customers into unnecessary delays, eroding trust in the brand.
For a leading telecom operator, such behavior damages credibility and raises serious concerns about:
- Weak cancellation processes
- Lack of ground-level accountability
- Misleading customer support scripts
As Kshitij highlights, “It’s 2025. If a telecom giant still can’t process a simple cancellation request, this is not just poor service — it’s a systemic failure.”
Legal Options Available in This Case
If Airtel fails to resolve this case promptly, the complainant has the following legal remedies:
1. Consumer Court (Consumer Protection Act, 2019)
The failure to refund despite immediate cancellation qualifies as deficiency in service and unfair trade practice. A case can be filed in the District Consumer Disputes Redressal Commission.
2. Civil Suit for Recovery of Money
A civil case under Order IV of CPC can be filed to recover the ₹2500 along with interest for the delay.
3. Complaint to TRAI
Since Airtel is regulated under the Telecom Regulatory Authority of India (TRAI), the case can be escalated to the regulator.
4. Criminal Complaint (Cheating)
Under Section 420 IPC, if it is established that Airtel accepted payment despite knowing service was not available, it may amount to cheating.
5. Bank/Nodal Officer Complaint
Refund delays can also be escalated via the Nodal Officer or Appellate Authority as per DoT Consumer Guidelines.
Choice4Voice.com’s Role in Featuring This Case
This case has been featured on Choice4Voice.com because it was originally posted by Kshitij Soni on LinkedIn (public domain).
- First Step: Publication ensures transparency and awareness for other customers.
- Next Step: If Airtel fails to respond, Choice4Voice.com’s legal team can help file a consumer court case on behalf of the complainant or guide him through the process.
- Long-Term Impact: Repeated negligence cases against Airtel will be highlighted, forcing corporate accountability.
Q&A Section – Common Consumer Queries About This Case
1. Who filed the complaint?
The complaint was filed publicly by Kshitij Soni on behalf of his father.
2. How much money is involved?
₹2500, paid upfront for an optical fiber connection.
3. What was the service booked?
Airtel Black (Wi-Fi + DTH) connection.
4. Why was cancellation requested?
The technician informed that fiber was not available, and offered AirFiber instead, which the family did not want.
5. When was cancellation requested?
On the same day of booking, immediately after discovering the mismatch.
6. What is the main issue?
Despite repeated requests, Airtel has not cancelled the service or refunded the payment for 7 days.
7. Who from Airtel is responsible locally?
The area manager, Mr. Tuleshwar Sahu, who has not responded to multiple requests.
8. What response did customer care provide?
Every time, they repeated: “You’ll get a callback within 4 hours, and the issue will be resolved within 24 hours.”
9. Did Airtel provide a written update?
No. Only verbal assurances were given, without any formal resolution.
10. What proof does the complainant have?
Call recordings from all interactions, showing repeated false assurances.
11. Is this a unique case?
No. Many Airtel Black customers have reported cancellation and refund delays.
12. What legal cases can be filed?
Consumer court case, civil recovery suit, TRAI complaint, and even cheating case under IPC.
13. How long has the refund been pending?
More than 7 days since the cancellation request.
14. Why is this case important?
It exposes systemic flaws in Airtel’s cancellation and refund process.
15. What regulatory authority governs Airtel?
The Telecom Regulatory Authority of India (TRAI) and the Department of Telecommunications (DoT).
16. What should other Airtel customers do in similar cases?
Immediately escalate to Nodal Officer, Appellate Authority, and if unresolved, file a consumer complaint.
17. Can customers claim compensation?
Yes. Under Consumer Protection Act, compensation can be sought for financial and mental harassment.
18. Can refund be processed through bank dispute?
If payment was made via credit/debit card, a chargeback request can be filed with the bank.
19. What is the role of Choice4Voice.com?
To highlight the case, ensure accountability, and guide complainants on legal and regulatory remedies.
20. What larger issue does this case highlight?
That even top telecom companies may engage in delayed refunds, broken promises, and lack of accountability unless customers raise their voices.
Conclusion
The complaint by Kshitij Soni against Airtel Black highlights the urgent need for refund transparency and customer-first accountability in India’s telecom sector.
- A customer paid ₹2500 upfront.
- Requested cancellation the same day.
- Waited 7+ days with only false assurances.
Choice4Voice.com will continue to monitor this case. If Airtel fails to act, our legal team is ready to guide the complainant in filing a consumer court case or a TRAI escalation.
This case sends a clear message: Consumers will not stay silent against systemic failures.
