No Broker - Urgent Complaint Regarding Refund Issue and Unprofessional Conduct

Subject: Urgent Complaint Regarding Refund Issue and Unprofessional Conduct

Dear Sir,

I am writing to formally file a complaint against NoBroker regarding a deeply troubling and ongoing issue with the refunding of my money. This situation has caused me significant inconvenience and frustration, and I am compelled to bring it to your immediate attention, as it reflects poorly on the professionalism and customer service standards of your organization.

Background and Overview:
In November of last year, NoBroker mistakenly credited my account with ₹**,*** twice due to what I was later informed was an application error. This error was not caused by any action on my part. Despite the fact that the amount was held in my bank account and was not utilized, I received no communication from your team regarding this error. There was no effort made to inform me of the mistake, nor was there any follow-up from your side to address the issue promptly. This lack of communication is the first significant lapse in your company’s responsibility towards its customers.

Recent Payment and Subsequent Issues:
Last month, I made a payment of ₹**,*** to NoBroker. Upon contacting your customer service to inquire about the status of my refund, I was informed that the refund would only be processed if I first returned the erroneous double payment amount that had been credited in November. This response is, frankly, unreasonable and unacceptable for several reasons:

Error on Your Part, Not Mine: The double payment issue was not caused by me, yet I am being penalized for it. At no point did I receive any communication from NoBroker alerting me to the fact that an overpayment had been made, nor was there any follow-up since November to rectify this mistake. It is perplexing and highly unprofessional to demand that I resolve an issue that was entirely due to your application error.

Lack of Communication: There has been a complete lack of communication from NoBroker regarding this issue. From November until I reached out last month, there was no contact from your side to inform me of the overpayment, to discuss the steps needed to resolve the issue, or to offer any apology for the inconvenience caused. This demonstrates a severe lack of concern for your customers and a significant failure in your communication protocols.

Unreasonable Demands: The demand that I first return the erroneous double payment before my refund is processed is unreasonable. This situation was not caused by me, and the responsibility to resolve it should not fall on me. Your team’s insistence on this point shows a lack of understanding and empathy for the inconvenience that has been caused to me as a customer.

Efforts to Resolve the Issue:
In an effort to resolve this issue amicably and promptly, I worked with my bank to revert the double payment amount back to NoBroker. This reversal was completed on August *nd. I provided all the necessary documentation, including a bank statement, to your finance team. Specifically, I provided these documents to Mr. Somapalli, who I understand is a key member of your finance team.

Despite my efforts to comply with your team’s demands—despite the fact that this situation was not of my making—I have still not received my refund. Furthermore, the conduct of your finance team, particularly Mr. Somapalli, has been far from professional. His behavior has been rude and unhelpful, which has only added to my frustration and disappointment with how this matter has been handled.

Unprofessional Conduct:
The behavior exhibited by Mr. Somapalli is of particular concern. Not only has he been unresponsive to my inquiries, but when he has communicated, his tone and manner have been dismissive and rude. This level of unprofessionalism is unacceptable, especially in a situation where a customer is seeking resolution to an issue caused by your company. The lack of courtesy and helpfulness from someone in a customer-facing role is alarming and reflects poorly on NoBroker’s commitment to customer service.

Moreover, I have made multiple attempts to resolve this issue through various channels, including Gmail and LinkedIn. I have gone so far as to loop you into the existing email chain in the hope that this would expedite the resolution. Unfortunately, these efforts have been in vain, as your customer service team has remained largely unresponsive and ineffective in addressing my concerns.

Request for Immediate Action:
Given the severity of this issue and the significant inconvenience it has caused me, I am requesting your immediate intervention. It is imperative that this matter be resolved without any further delay. Specifically, I am requesting the following actions:

Immediate Processing of My Refund: I expect my refund to be processed immediately. There is no justification for any further delay, given that I have complied with your team’s demands and provided all necessary documentation.

Investigation into Unprofessional Conduct: I request that you initiate an internal investigation into the conduct of Mr. Somapalli and the overall handling of my case. The unprofessional behavior I have experienced is unacceptable, and I believe it is important that this be addressed to prevent similar issues from occurring with other customers.

Improved Communication and Customer Service: This situation has highlighted significant gaps in your company’s communication and customer service processes. I urge you to take steps to improve these areas to ensure that other customers do not have to endure the same level of frustration and inconvenience that I have experienced.

Conclusion:
This situation has caused me considerable stress and frustration, and it is disappointing that NoBroker has not taken adequate steps to resolve it in a timely and professional manner. I have been a customer of NoBroker, and I expect to be treated with respect and professionalism, particularly when dealing with issues that are not of my making.

I trust that you will take this complaint seriously and will take the necessary actions to resolve this matter promptly. I look forward to receiving confirmation that my refund has been processed and that appropriate action has been taken regarding the unprofessional conduct of your finance team.

Thank you for your attention to this urgent matter. I expect a swift resolution and a confirmation once the refund has been processed.

Sincerely,
Tarun