Dear COFEK: I wish to formally lodge a complaint against Airtel Kenya regarding their failure to resolve an issue involving an incorrect data bundle purchase and the unprofessional handling of my complaint.
On the morning of January 23rd, 2023, I mistakenly purchased the wrong data bundle on my Airtel line for my Mi-Fi 0737538XXX, this gave me 1GB per day for 30 days, but I needed 30GB all at once because 1GB is insufficient even for an hour.
I reported the issue immediately after the transaction to Airtel customer care from my Safaricom number 0721790XXX, the first person dismissed me and said it was not reversible, but the second person assured me that the matter would be investigated and that feedback would be provided.
However, despite these assurances, the support ticket was closed without any communication, explanation, or resolution. I was not informed of the outcome, nor was my consent sought before closing the ticket. I only found out when I called back to ask about what happened almost 6 hours later.
Additionally, my subsequent interactions with Airtel customer care representatives were rude and dismissive. I repeatedly requested to be directed to the specific terms and conditions stating that airtime or data bundle purchases are irreversible.
Airtel has failed or refused to provide any official documentation or reference supporting this claim.
I am concerned by Airtel Kenya’s conduct, particularly given that the error was reported immediately after purchase, one agent of Airtel acknowledged the complaint and confirmed it was under review, the ticket was closed unilaterally without notice and customer care agents failed to provide clear policy references and were very dismissive.
I am therefore requesting the intervention of the Communications Authority of Kenya to investigate Airtel Kenya’s handling of this complaint, require Airtel to provide documented evidence of the policy they rely on to deny reversal and to kindly direct Airtel to reconsider a reversal or refund, given the prompt reporting of the error.
I have attempted to resolve this matter directly with Airtel Kenya without success, and I believe their actions fall below the expected standards of customer service and consumer protection.
Kindly let me know if any additional information or documentation is required to support this complaint. (Joy)
