Airtel: Why is another customer’s Airtel Thanks app showing MY mobile number & residential details? And why was my plan changed without consent?

Posting this here because I need Airtel’s social media/customer escalation team to take this up.
I’ve been an Airtel customer for more than a decade and have never faced anything like this.
I have an Airtel Xstream Fiber connection on the **₹1,099 Airtel 1099 WiFi DTH 200Mbps plan**.
I have now discovered **two extremely concerning issues with my account.**
**1. My Airtel plan was changed without my consent**
My June bill was normal.
My July bill suddenly increased to around **₹2,819**, which I initially assumed was some additional service/channel I had accidentally added.
I checked the bill more carefully and Airtel itself has a line saying:
**“Plan Change – Wi-Fi – Bill plan changed on 01 Jul 2026 – ₹911.16.”**
I never requested or authorised any plan change.
What’s even stranger is that the same July bill still shows my plan as **“Airtel 1099 WiFi DTH 200Mbps.”**
My August bill has now gone up substantially, with **₹4,798 shown as monthly rental**.
I want Airtel to explain exactly **who/what changed my plan, when it was changed, how it was authorised and why.**
**2. Much more seriously — another Airtel customer could see MY information**
Another Airtel customer contacted me because **my mobile number and Airtel account information were appearing in his Airtel Thanks app/account.**
He sent me screenshots.
This wasn’t simply someone seeing my phone number. Information associated with my Airtel customer/broadband account was being displayed to an unrelated Airtel customer.
I have screenshots documenting this, but I’m deliberately **not posting them publicly because they contain personal information belonging to both customers.**
I have provided all of the screenshots and bills to Airtel.
**I have already formally complained to Airtel**
I have emailed Airtel’s **Privacy/DPO team** and provided:
Previous and current bills
Screenshots of the other customer’s Airtel account showing my information
Screenshots of my conversation with that customer
My account/service details
I have specifically asked Airtel to investigate whether this is an **account-mapping/backend/application issue** and to preserve the relevant audit logs.
I’ve also disputed the additional billing and asked Airtel to put the disputed amount on hold until this is resolved.
**Airtel — this needs to be investigated as more than a billing complaint.**
If one Airtel customer’s app can display another customer’s personal/account information, I want to know:
**How did this happen?**
**What information was exposed?**
**For how long?**
**Was anyone else affected?**
**And why was my plan changed without my consent?**
I’m hoping this is a serious backend/account-mapping goof-up rather than something more widespread.
But correcting the plan alone isn’t a resolution.
**Airtel social-media team: please take this up and connect me with the appropriate team. I have all the evidence and can provide the account details privately.**
Has anyone else here experienced **Airtel Thanks showing another customer’s account/details**, or an unexplained plan/account change?
If yes, please let me know **how you got Airtel to actually investigate and resolve it.**