Over the last few years I have spent a lot of time architecting myself to be a self improving being. I care deeply about this. Given any situation, I like to come out with a sense that I have learnt and would do better the next time I am in that situation. Or simply put, every passing day, I want to push my limits in every area of life.

This begins by constant self evaluation of my actions. It often involves questions like – was there a better way to do this? Did I meet my commitments for the day? Did I make a positive impact to the space around me? My ‘alacrous soliloquy’ tag, today partly comes from such discussions in my head.

The side-affect? I would get upset over small issues and welcome seriously large problems as new opportunity to learn, to test myself.

What I do hope for, is to strike a balance. To know when not to care about what went right or wrong, to accept facts I cannot change and to limit the harshness emitting from this learning process.

Before I begin, I want to thank everyone who took time to tweet, share and comment on my previous post: [Audio] The Police Officer On Behalf Of Airtel – FIR, Threats etc

Your words and support has been my energy for the past two days. I really appreciate it. Here is an update from my end.

a) Airtel has contacted me with several calls since I posted the article along with the audio clips. I do believe that they have taken the matter seriously. Airtel has confirmed that they have cancelled the contract of the agency who was responsible for the unscrupulous call.

b) Airtel (@airtel_presence) tweeted to me today and said:

@annkur Hi! We once again apologise for the unethical behaviour by our vendors. We would like to inform you that we have discontinued the services of the agency in question for violation of Airtel’s code of conduct. Regards

However I noticed that they have been tweeting a slightly different version to everyone else:

@ishita_I_am “Airtel does not condone any harassing or unethical behaviour by any of its vendors or people. We have discontinued the services of the agency in question for violation of Airtel’s code of conduct.Airtel follows the standard industry practice of using the services of collection agencies only after duly following up for settlement of dues with the customer for a period of 90 to 120 days.”

You may have noticed that I haven’t spoken much about my original dispute with Airtel in my previous post, that was for the reason that I wanted to keep the focus on their recovery tactics. However given that they are now hinting on twitter that they have duly followed up with me for a period of 120 days and only then forwarded the case to collection agencies, I feel compelled to reply.

My response: During the duly follow up, Airtel’s collection department refused to look into the billing complaint and said ‘aapne use kiya tabhi to bill aaya hai’, they were often arrogant and non co-operative. They had even agreed to close the account by collecting Rs 2500, reference compared to Rs 5000+ that they are now demanding. Someone from the collection department visited my office with a letter that had my name but a wrong address and phone number to collect the due the last time I had a correspondence with them and the only call I got after that is the ones I mentioned in my post. (Funnily even back then they emailed me from a Gmail ID and the email read this “This has reference to the above mentioned subject, A/C (“a wrong account no”) we would like you to note that the said A/C has outstanding 5,875.91/- for collection of your said account, kindly make payment of an amount of Rs.  2,500/- (Two Thousand Five Hundred Only). Please note that said amount has been arrived at after adjusting all dispute charges. “)

It is only now that they have agreed to look into the complaints and issues I raise about FUP, a lapse in upgrading my scheme (which was accepted by their call center when I was a subscriber) and mysterious Rs 199 under the head ‘gaming charges’ in many of my bills.

c) When I complained about the illegal threat from a lawyer last month on twitter, Airtel looked least bothered to look into the issue and the caller Anoop from Airtel Presence only helped by asking me to pay the bill and did nothing to investigate the call I received. It is only after I recorded another aggressive and illegal call from Airtel that they swung into action. While I do not doubt their statement that they have cancelled the contract of the agency responsible and is taking whatever action possible against them, a doubt sure can be raised as to why they failed to investigate this matter before?

There have been so many people complaining of similar calls on my post, Airtel must answer as to why it was ignored before and confirm if they have initiated any legal proceedings / police complaint against the agency concerned.

d) I am not sure on what next at the moment. I would wait for Airtel to again check my account and I would pay the right due. However as advised by Nikhil of Medianama on Twitter, I would be writing to TRAI with a copy of the call recording.

As I do that, I shall update this space. Thank you.

Last month I had tweeted that a senior High Court lawyer had called me from Delhi with regards to an unpaid Airtel broadband bill and demanded that I pay up in an hour else he would go ahead with proceedings in the Delhi High Court.

The call appeared dubious. The lawyer changed the amount I will have to pay as a ‘fine’ twice, ranging between 80,000 to 150,000 INR that too for a bill amount he claimed was approx Rs 5000. I told him that I don’t like this extortion attempt. The call ended with promises of going legal against me. (Wonder why Delhi when I am based in Mumbai and my Airtel connection was in Mumbai?).

I tweeted out from my account @annkur and Airtel promised to call me. And they did call me regarding the same, only to tell me that I should pay the amount they are asking (some 5,000) and the caller wasn’t ready to co-operate on the complaint I had raised with Airtel before disconnecting my connection. Airtel was in no mood to discuss the so called lawyer who called me and ignored my complaint about harassment / legal threats.

Back then I was travelling and couldn’t do much to record the call, however I got the opportunity today. So what happened today? 

I was in office and I got a call from one Mr Samir Saxena who claimed to be ‘thana incharge’ of a police station in Delhi. I made a excuse of driving the car and offered to call back. I called back from a colleagues cell and recorded the call.

He (Samir Saxena) told me that Airtel’s lawyer was present with him and they have some magistrate order to register a FIR against me and start proceedings in 1 hour if I don’t visit an Airtel gallery and pay up the requested amount.

The supposedly police office talks about a fine of some Rs 65000 this time (funny right?) if I fail to comply. The person calling narrated my airtel account no, due amount as per them, address (shop no) and my full name. I asked to speak to my lawyer and call them back.

My friend advised me to lookup the police station and call their landline to confirm. As suspected there was no ‘thana incharge’ named Samir Saxena there. 

During the second call from the same person, I informed them that the police station denied the said officers name and that infuriated the caller such that he went on to threaten me beyond limits with police action etc.

I have both the calls recorded. And sharing it with the community. There is lot of discussion there, my words would perhaps not convey the severeness of the situation, you should listen to both the recordings below.

Airtel has failed to responsibly assist my CS complaint. Failed to settle the bill even after agreeing last year. And are now harassing and threatening me such that we won’t even want criminals to be treated in a democracy like ours.

I am a graduate by education, have taken a course at Asian School of Cyber Law, have been a journalist / technology reporter / blogger since 5 years yet I was scared on both occasions. I still am. I can only imagine what would happen to a common man with such tactics by large cos.

I am happy to share both the phone numbers (last month and today) if required. I am also contemplating legal action against this caller and Airtel. Waiting for advice on that.

25 May, 2013 12:44AM – Note: I have posted an update here.

June 6, 2014 –  For the ones asking what to do about it? Sadly – this is a widespread – industry wide practice today. I get such calls even today and I choose to ignore it. At times I take it as humour, but I ignore it for my peace of mind.