Irctc air Harrasment by IRCTC air executive over refund issues-reg.

Dear Sir/Madam,

I have booked tickets return tickets for New Delhi – Hyderabad as scheduled on 14.7.2018 and 16.07.2018; for which PNR was ZYY77Q and J11JP respectively on 26.03.2018. However, due to some unavoidable circumstances, I had to cancel the tickets.
I requested assistance from IRCTC air for the refund vide e-mail dated 9.04.2018, to which response was received that the refund is in process.
However till 10th May, as no refund was received and a gentle reminder to IRCTC air was sent requesting for looking into the matter.
However, the response received from the executive was very unofficial with just one liner that it has already been refunded. Since then I am being harassed with very unofficial e-mails to my requests.
On my request for transaction id & date of refund so as to check with my bank, they reverted back with response that I need to provide the bank statement from the date for booking till today (3 months). No e-commerce organization has authority to ask for bank statement of customer unless its absolutely required under special conditions, so it was objectionable and inappropriate. So requested for refund transaction id & date of refund so that I can check with my bank. But the executives refused to provide me with even refund reference id.
However, to my requests nothing happened and I had to provide the 3 months bank credit statements to irctc.air. But much to my dismay, the executive failed to understand and whimsically responded back with telephone call that "there is no debit for the air tickets, so no refund will be credited".. How un-thoughtful that statement was, it need not be said. I explained him that it was a credit statement for 3 months to check that whether the refund amount has been credited to my account and if money had not been debited how would I have got my tickets reserved and how in the first place you claimed to have refunded my amount then??? To this query the executive asked me to provide all the debit & credit statements for 3 months and said that its against the policy of his organization to provide the refund details to customers and swapped the phone. I tried calling back many a times, but the phone was not responded. .. Asking for customer’s 3 months bank statement with personal details is authorized but sharing the refund details like transaction id, date & amount is unauthorized as per IRCTC air Customer care executive as according to him this is his organization’s policy.
All these is going on since 10th of May through 27 e-mails and very arrogant, unprofessional and most in a most un-official behaviour of official. Mr. Hemant Bhatt. I was provided the transaction id without date by another official. I tried checking with the transaction id, but could not trace any refund.
Further, the customer care no also is never received by the customer care executives, every time you call, it says all our executives are busy attending other customers, kindly call later. But I couldn’t get connected since one week now, I don’t know whom they are helping.
I requested Mr. Bhatt so many times to pass on my request to some higher authority, which also has not been considered till date.
While searching on google for some contact details of IRCTC senior dealing officials on the matter, I came to learn that may customers has been harassed for refund and refund seems to be a big issue with a whole lot of customers.
In my case, after 29 communications and exchange of e-mails, it seems that as if this is some kind of forgery or cheating that irctc executives are trying with their customers, otherwise what would be the reason not share the refund transaction details with the customers who are 1 degree beneficiaries. Every other e-commerce portal like shopping sites share absolute every refund details with their customers & never ask for customer’s bank statements. If refund is a problem with irctc air, it should stop that policy and make tickets non-refundable rather than claiming for refund for cancelled tickets & also they should subject their satff to some orientation programs so as to have better client/customer interface.
It is required that matter is seriously looked into & appropriate action may please be taken as this type of customer relation ship does not suits a esteem organization like IRCTC.
And I would also want to know if asking for customer’s 3 months bank statement & not providing refund transaction reference details is unauthorized is authorized as per policies of IRCTC as claimed by its official.
Your kind cooperation on the matter is anticipated.

With regards,
Shradha

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