Amazon.in - Amazon in mishandled my refund

On Sept **th ****, a fraudster got hold of my HDFC credit card details (ending ****) and made an online purchase of Rs. ***,*** for Amazon.in gift card and Rs. *,**,*** for Flipkart gift card. I immediately called Amazon.in and Flipkart and made arrangements to cancel these transactions (HDFC gave me instructions to do this, as this was the procedure for any online fraud transaction, as per them). Flipkart immediately resolved this and refunded the money to me within * week.

The problem lies with Amazon.in. Amazon checked their records and confirmed to me on email, that there was no such transaction and that I had to get my refund from the bank itself. I kept arguing with the bank for months, showing them the email proof from Amazon that there has been no transaction. HDFC gave no substantial reply on where this case was. All these months, I was also speaking with Amazon who kept insisting that there was no transaction with my credit card ending ****. In short, I kept calling HDFC and Amazon for * months who simply dodged me with no action. When I made a call to Amazon in January **** to complain that I was not getting money from HDFC, a customer service executive Mr Chitrang checked and informed me that the transaction had indeed happened on Sept **th **** (after * months, they are confirming this to me). He said my refund will be taken care of immediately. On Jan **th ****, I got an email stating that Rs.*,**,*** refund has been processed to the original mode of payment (which is my credit card ending ****). However, HDFC could not trace this. I have been sending Amazon dozens of emails (including jeff@amazon.com) asking for a transaction reference number so that HDFC can trace this transaction. But Amazon has not replied even once with the transaction details. I got the opportunity to speak to Mr Shubham who was a senior at Amazon. He unapologetically told me there was no refund processed. Amazon did not send me any email that supports this.

My complaint : The fraudster had made a similar transaction with Flipkart as well for Rs. *,**,***. I got the refund from Flipkart in one week. They followed up with me to ensure I got the refund in my bank account. With Amazon.in, they wrongly confirmed to me that there was no transaction from Sept **** to Jan ****, where in reality there was a transaction. They confirmed to me by email on Jan **th **** that there was a refund processed to me for Rs. *,**,*** on date Jan **th **** *:** AM to the original mode of payment. Now HDFC cannot trace the refund. In spite of repeated emails requesting for transaction reference, I have not got any reply. On the phone, Mr. Shubham unapologetically told me there is no refund, but no email. So I really do not know what is happening in Amazon as far my case is concerned.

Due to Amazon's negligence, I have lost Rs. *,**,*** and its interest. All they had to do was act on it immediately on Sept **th ****, which they did not. I request Amazon.in to honour the email they sent me on Jan **th ****, where they said they have processed the refund to me, with an actual refund of the money. Amazon’s actions have caused me mental agony and so much time investment which I could have put into other productive aspects in my life. I have spent ** plus hours communicating with Amazon over the last *+ months (it takes at least ** minutes to get hold of someone on the phone and convey the issue). I have conversed with at least ** different people narrating the whole incident from scratch because everytime someone new picks up the phone/email. The amount of stress I have gone through due to Amazon.in is unbearable. I hope Amazon.in never mistreats any other customer this way.

I hope Amazon.in makes up for this unprofessional behaviour by actually refunding the money that belongs to me. I request Amazon to honour the word made to me on Jan **th ****, that they refunded the money to me. If the money is processed then provide transaction reference.