Ola cab delhi NCR - Ola Cab Demanded me amount with taking me to destination

Hello Tania,

It is very unfortunate that after long discussion and confirmation with Saurabh Kumar (Customer Care Executive) and then with you, I have to still write it down to you the all incident again. I don’t what is the purpose of recorded calls. Nevertheless, please refer below incidents as per best of my knowledge:

*. I booked Ola cab from Connaught Place to Surbhi Plaza, Shyam Park. At *:**pm I boarded the cab. Distance from CP to Surbhi Plaza is around **kms.

*. Before reaching Surbhi Plaza, I added one more destination in my ride (i.e.; Sant Nagar, Burari). Distance from Surbhi Plaza to Sant Nagar is **kms approx. When I added destination, Ola app showed on the app the fare is increased from ***/- to ****/- (approx., I don’t remember exact revised tariff that was shown). I confirmed OK. Then I saw driver also confirmed ok.

*. After reaching at Surbhi Plaza at around *:**pm, I told driver to wait for * minutes I will be back and then we move forward to final destination; to this driver said OK.

*. While I was still inside building, driver called me at *:**pm and told that he will not go to Delhi Location. (I know calls made by drivers are also recorded, for future reference). I told him that he has already accepted the ride and should take me to next destination. I came down and after *~*minutes of discussion, I called Customer Care at *:**pm.

*. During my Customer Service call which started at *:**pm, I was connected to Mr. Saurabh Kumar. The summary of **min duration call is; Mr. Saurabh confirmed all details from and also got re-confirmation from the driver about the situation. Driver clearly told on call with OLA that he dropped me at my first destination and will not go further as he might get stuck in Delhi traffic. Please check the “call records” that were made by OLA company to driver at around *:**pm. (Driver name is Anup Diwakar). During our call, Mr. Saurabh also convinced me to pay ***/- amount through UPI so that some detail proof is available, which I am attaching with this mail as well. After the payment that I did, he also told that after detail validation, the amount will be refunded back to your UPI account. Mr. Saurabh also told me that he has already raised and query and I should upload my payment receipt there in the app, which I did.

*. Please refer attached recorded call of Mr Saurabh and myself. For your reference.

*. Then at *:**, your call came. Tania Mukherjee. I was surprised how casually you said that we cannot refund your amount, please send mail to us for more support. Though I tried to explain the situation, but there was no any remarkable improvement of the situation. Also, you asked me to provide proof that I didn’t take the ride till Sant Nagar, Burari. And also that Driver claimed that he have completed the complete ride. I am not sure how many proofs were requested by driver to submit.

*. As mentioned above the distances and timings, please cross-check the timing of ride closure and distance travelled. Total distance from CP to Surbhi Plaza to Sant Nagar, Burari is more than ** kms easily. But distance mentioned in receipt is **.*kms and ride started at *:** & ended at *:**pm. I reached Surbhi Plaza at around *:**, where I also spoke to Customer care and during my call, I paid driver too. I can’t reach Sant Nagar which is **kms within that time. This is common sense, no magic.

*. If above common sense, is not enough, please refer to Uber Taxi receipt which was booked by my friend from Surbhi Plaza to Sant Nagar by which I reached home safely, while I was busy discussing with Mr. Saurabh Kumar.

I hope there is no more details needed from my end as all details I have already shared. Please question the driver and your policy, why did Driver denied to go that location, after confirmation. How are you monitoring the location of cab and kms covered, why customer have to write long emails to justify himself, when you already have all records.

Such experiences are very painful for your customer which can ultimately lead to loosing them.

I hope to get the resolution sooner than the time it took me to write this long mail.


Thanks
Naveen Antal
Ola's disappointed Customer

Above mail is also sent to OLA Support against CRN ********** & Ticket No. *********. But there is no response and they are also avoiding to speak about this case at Customer care as well.