Intermiles - Refund Delayed by 45 days
Dhriti Uttaradhi filed complaint against Intermiles on Oct 11, 2022
*. On **-Jul-**** I booked a ticket from New Delhi, India to Halifax, Canada for my daughter with the booking reference number: IBFA**************
*. On **-Aug-****, I had to cancel the ticket due to a Visa delay
*. On **-Aug-****, I received an email with the subject "Refund Details for flight Booking ID IBFA**************", which clearly stated that "the refund on your card is in process and will reflect in your card/account within *-* working days." for the refund value of INR ***,*** This email is attached herewith for your reference.
*. After waiting for * weeks when I didn't receive the refund, I contacted customer care through phone. They suggested that I write an email to memberservices@intermiles.com.
*. On **-Sep-**** I wrote to this email and was promised a response in ** hrs.
*. On **-Sep-****, I got a response from intermiles stating "We request you provide us with your bank details to process the refund for the mentioned Flight booking".
*. On **-Sep-****, I sent across my full bank account details. I have attached the communication below.
*. After that I followed up several time on phone and email but didn't get a resolution from Intermiles.
*. On **-Oct-****, I have followed up again with the Intermiles customer service. I spoke to the customer service representative - Kaveri - who informed me that the refund request has been sent by their internal team yesterday (on **-Oct) and that it will take * days to process the refund. She has also informed me that there is no escalation matrix at Intermiles and all communication can be done only with memberservices@intermiles.com.
What I need:
*. Since I have been given repeated false reassurances of refund in the past ** days, I need a written down assurance that the refund will be processed in the next * days
*. Since Intermiles has not met with their refund SLA of *-* working days, they promised in the email dated **-Aug-**** (attached), I need to know what compensation will they be providing me against this lapse and damages caused
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