Redrail - Refund unfairly denied

On ** September **** I tried to book a rail ticket through redrail portal. When I made online payment and completed the process, I received SMS that my booking was pending. The message asked me to complete the process by using the given link. When I tried to complete the process using the link, the money once again got deducted from my account. Soon I received SMS that my booking has been unsuccessful. Subsequently I received one refund from redrail.

Since money had got deducted twice from my account during this booking process, I wrote email to redrail, submitted my bank account statement and requested to refund me the amount deducted second time from my account.

After this I received * phone calls from redrail staffers. They sounded cunning, asked me numerous questions which I answered promptly. The staffer Pavitra told me that when money got deducted from my account for the first time, my ticket actually got booked. After hearing that I informed her that I never received any such SMS, whatsapp message or actual ticket from redrail.

After this another Redrail staffer Atreya telephoned me and asked me to mail screenshot of the whatsapp message I had received when my booking had remained pending. I mailed it immediately.

On ** September **** at *.** pm a another Redrail staffer Rakesh called me and asked me to mail the screenshot shot of the same message again. When I mailed it, he told me that he would speak with his superior about refund and get back to me soon.

On ** September I again received a call from Rakesh. He claimed that his system shows that intimation was sent to me when I booked my ticket and therefore no refund could be given to me. If intimation was sent to me, why it or even the actual ticket never reached me? Rakesh had no answers for such questions. It is obvious that Redrail has made this excuse to avoid giving me the refund. It is its own technical fault due to which the concerned ticket never reached me. But instead of compensating me for its fault, it has denied me the refund and done grave injustice with me.

This looks nothing but cheating and deserves punitive action. I wish to file a complaint against Redrail and request you to do the needful in this regard.