PAYTM - Misleading information incurred cost to me

RD 4 Apr 2019

Register Compalaint

I want to highlight two issues to you. Booking ID – 6709308407 with PNR – TCFXV6. I have booked the ticket on 6th Dec’2018 with Four travellers under this itinerary- (1) Deepak Sharma (2) Deepak Kumar (3) Om Prakash Bhagat (4) Nischal Kumar Attari.1.Refunding process fraud2.Ticket cancellation1.Refunding process Fraud – On 25th Feb, I have called Paytm customer care to cancel one traveler named Deepak Kumar one-way ticket from Delhi to Japan only scheduled for 29th March’2019. As I was not aware of cancellation and refund charges, so customer care executive asked me to send an email to know the charges. I have sent the email. I didn’t get the reply, so I sent the email again and got the refund charges email on 1st March’2019.On 1st March’2019, I have cancelled the ticket thru Paytm app while customer care executive on the phone with me. He has confirmed me that ticket cancellation has been processed and will take 3-5 business days for refund. You can check the recording for proof. Call was made from my number 91 95600 30063 on 1st March’2019.Suddenly on 27-28th March, I received an email stating that my cancellation request has been rejected and traveler must travel because it is round trip.-My question is if the ticket can’t be cancelled then why Paytm sent me the email that cancellation request has been processed and refund will be done in 3-5 business days. I have an email as proof with me.-Secondly, why customer care executive told me that tickets cancellation has been processed and refund will initiate in 3-5 business days. You can take down the call recording for proof. Call was made on 1st March’2019 from 91 95600 30063.-Thirdly, even my Paytm app was showing that cancellation has been done, refund processed till 26th March but suddenly on 28th March, status was changed and was showing that tickets confirmed.-When I called customer care on 27th March, they simply denied my request and said they don’t know anything and can’t check recordings of my conversation on 1st March’2019. -I didn’t got any resolution2.Ticket cancellation - On 2nd April, I went to the Thai-airways website to do the check-in procedure. When I entered the PNR, it was showing three passengers and one Passenger name Deepak Kumar was missing. Paytm app and website was showing four passengers so I called Paytm customer care from Japan at 8:22 am India time to inquire about it. Executive name Ayub told me that he has escalated the matter to higher dept, and I will get the reply in 4 hours (Reference no-117115345).I didn’t get the reply in 4 hours so I called again, person told me that matter has already escalated and will get the reply ASAP, they didn’t specify the time, so I called after two hours again received the same reply from executive name Sayyed (Reference no-117170573). By the time 8 hours were already passed. Japan timing was 10 Pm by that time. When I called again, they put me on me hold for 10-13 minutes for next three calls and calls got disconnected every time.Lastly, I called the customer care once around 11 pm Japan local time and asked him to let me talk to escalation team straight away. Executive name was Vishnu and he transferred the call to escalation dept. I have talked to escalation desk person name Mayank Srivastav. He said that ticket is confirmed, and I just need to wait for some time, and I will receive the exact email for sure. I have not received anything till the morning of 3rd April’2019. 3rd April is my travelling date from Japan to Delhi. When I reached the Airport, Thai airways told me that they don’t have any ticket confirmation for Deepak Kumar, and you need to buy another ticket. As I was not having any option, so I bought the ticket for 90,000 INR to travel to India.-My question is that if my ticket was not confirmed then why Paytm App and website was showing tickets confirmed.-Secondly, why Paytm customer care executive and escalation team told me that my ticket is confirmed but there is some system error. They took nearly 19 hours by saying the same thing that ticket is confirmed. You can check the recording for the whole day on 2nd April. My number which I called from 91 95600 30063.-I have an email proof also from Paytm which was showing tickets confirmed. Latest confirmation email which I received from Paytm was on 3rd April-6:17 am Japan local time.In all this scenario, lot of harassment has been given by Paytm customer unprofessional executives. They are not aware of any matter and simply reply with their protocol lines. They don’t hear anything and simply reply without any sense.My simple point is that firstly they didn’t cancel my ticket for one way and then later didn’t confirmed me the tickets. Just to highlight that Deepak Kumar have not traveled under the PNR number TCFXV6 at all.I want my money back for Deepak Kumar’s ticket.

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