Make My Trip - amount debted from account but service not delivered and customer support poorly responded

I would like to bring to your notice an issue I recently faced while booking a train ticket through the MakeMyTrip app using the CRED UPI payment option. I followed the normal booking process, selected my travel details, and proceeded with the payment. I chose CRED UPI expecting a smooth and quick transaction, but the experience turned out to be very stressful and disappointing.

After entering my UPI PIN, the amount was immediately deducted from my bank account. I even received a debit confirmation from my bank, clearly showing that the transaction was successful on my end. However, when I returned to the MakeMyTrip app, I saw that the booking had not been confirmed. The app showed the payment as pending or unsuccessful, and no ticket was generated.

This created a confusing situation because the bank confirmed the deduction, but MakeMyTrip never received the payment. As a result, I did not get any booking ID, PNR, or confirmation message. I was left without a ticket even though the amount had already been debited.

I waited for some time to see if the payment would reflect later, but there was no update. Even after refreshing the app, checking my booking history, and verifying the status multiple times, nothing changed. The money remains deducted, and the booking still appears incomplete.

What made the situation worse was the customer support experience. I tried reaching out for help, but the customer care response was extremely poor. No one provided a proper answer or clear guidance, leaving me even more frustrated. For trusted platforms like CRED and MakeMyTrip, such lack of support is very disappointing.

This issue has not only caused financial inconvenience but has also disrupted my travel plans. As a customer who completed the payment correctly, I expect proper service, reliability, and timely assistance.

I request both the CRED support team and the MakeMyTrip support team to urgently look into this matter. Either the ticket should be confirmed at the earliest, or the deducted amount should be refunded without delay. It is the responsibility of the service providers to reconcile the transaction and resolve the issue.

I hope this matter is handled quickly and professionally. I request prompt action so that I do not face further inconvenience. Thank you for your immediate attention to this issue.