Goibbio Group - Booking cancelled money not refunded

Booking Id. HTLQ*YURWA (for Vizag Hotel stay, dated Sept. ** – **, ****)
Complain id. *****************
Refund amount to receive- Rs. ****

THIS COMPLAIN IS AGAINST THE GOIBIBO MANAGEMENT FOR NOT REFUNDING MY MONEY AND FOR THEIR WORST CUSTOMER CARE SERVICES

This is with reference to the booking Id mentioned above. I have booked hotel through goibigo app and paid Rs. * during booking through my ICICI bank credit card and the rest of the amount (Rs. ****) was supposed to be deducted on Sept. *, **** from the same card. On Sept. *, I got a message that the amount was not deducted from my card and goibibo provided a link in that message to do the payment either through card payment or through net banking. I had paid the balance amount (Rs. ****) through HDFC net banking (ref id. **************** for ********/Ibibo group Pvt. Ltd., dated Sept. *, ****). Please refer attached HDFC bank statement in Document * for the transaction proof.

After the payment I waited for some time and checked that my payment was not updated against the booking HTLQ*YURWA, and I called the customer care. During my discussion with Mr. Karan Das, CC executive from Goibibo support, I came to know that due to some technical glitch at their end, the amount was not reflected in my booking ID. He also suggested to cancel the booking and confirm me that the amount will be refunded within ** hours and raise a complaint and cancel the hotel booking.

Since, then I am taking follow up with Goibibo and every */* days one new person is responding my mails and ask for ** hours to resolve. BUT THERE IS NO FRUITFUL RESPONSE FROM GOIBIBO SIDE TILL TODAY (Sept. **, ****). Please refer mail threads in Document * for details and their excuses. I have provided every detail they have asked for including bank details, statement, but not receive the amount (Rs. ****) yet.

To my surprise, Mr. Ravinder from the support team, had sent a mail on Sept. **, ****, stating that the complaint was closed, and the refund process was done from their side on Sept. *, ****!
The issue was started form Sept. *, ****, and how can Goibibo closed issue before that? Please refer mail threads in Document * for details

THIS MAIL SHOWS HOW GOIBIBO MAKING FOOLS OF THEIR CUSTOMERS AND THERE ARE SEVERAL SUCH EAXAMPLES IN THEIR FACEBOOK PAGE, WHERE THE REFUND PROCESS WAS PENDING SINCE MONTHS FOR LOTS OF CUSTOMERS.

Today (Sept. **, ****), I got a call from Karan Das, Goibibo support team, saying that the money was refunded to me on Sept. *, ****, and it was reflecting in my account. The team has referenced following transaction from my SBI ac to My HDFC bank ac, which I ONLY deposited on the same date.
Ref.id. SBIN************ – NEFT -CR SBIN*******-RUPAK MITRA-RUPAK-M for amount Rs. ****.
When my transaction with Goibibo was through my HDFC bank ac. How can Goibibo know my SBI bank ac number and refund the money in that?

Please refer Document * for bank statement and Document * for e-mail.

This proves Goibibo’s callous attitude and their intention for not process any refund to the customer.

I REQUEST THE CONCERN AUTHORITY TO LOOK INTO THIS MATTER AND HELP ME TO GET THE REFUND AMOUNT (Rs. ****) FROM GOIBIBO MANAGEMNT.

I also request the concerned authority to inform the higher management of Goibibo for this issue and take necessary action and help thousands of people like me who has been / being cheated by Goibibo.

I have the call records and if authority require, I can share them.

Thanks.
Rupak Mitra.