[Resolved]  Billdesk — Money Deducted twice but transaction unsuccessful while ordering online at www.dominos.co.in

Address:

Bangalore, Karnataka

I ordered Pizza online from Dominos (www.dominos.co.in) on the evening of Wednesday, 13th August 2014 which was fulfilled by Dominos, Bannerghatta Road Outlet in Bangalore. The order was placed online and the transaction amount for the same came to Rs. 970/- I opted to make advance payment using netbanking and chose my Axis Bank Account to make the payment. I was redirected to Axis Netbanking Page through BillDesk (which is the Payment Gateway for www.dominos.co.in). On entering all credentials and proceeding further I was shown an error "Sorry! We could not process your payment" and I was redirected to the payments page. I reattempted to make the payment again using netbanking, this time using my ICICI Bank Account to make the payment. Again, the same error was shown "Sorry! We could not process your payment" and I was redirected back to the payments page. I gave up the idea of paying in advance and opted for Cash On Delivery option. The pizza was delivered to me and I made the payment in cash. I realized for both transactions the money was deducted from my respective accounts. Since, the transactions had failed I assumed that the money would reside suspense account(s) and will be refunded to me in the respective bank accounts in 3-5 business days. When this did not happen I called BillDesk to check the status. To my horror they mentioned that for both transactions (which were actually for the SAME online order) had been settled with Dominos and the entire amount 970 x 2 was transferred to Dominos on 16th August 2014. The reference numbers in the transaction are as follows : BillDesk Transaction References :- MUTI[protected] - transfer of Rs. 970/- from Axis bank MICI[protected] - transfer of Rs. 970/- from ICICI bank Dominos Order Reference :- [protected]_17729654_65932 When I called BillDesk at their customer care number in Bangalore the response was very very surprising :- 1. BillDesk customer care agent put the blame completely on me (the consumer) for not being "vigilant enough" in the transaction 2. BillDesk agent refused to take any responsibility of the issue and I was told to settle it directly with Dominos 3. BillDesk agent refused to connect me to seniors in the org to escalate the issue 4. BillDesk agent refused to give me any information about how to take up the issue with Dominos (thought Dominos would be a registered Merchant with BillDesk) I had to threaten the agent saying I would lodge a consumer complaint in the Indian Consumer Complaints Forum if I did not receive cooperation from BillDesk. To this I was told I am free to do whatever I want. After this I logged an online feedback request at www.dominos.co.in. I provided all the transaction references in the email. I was given a reference number 448094 to track my complaint. In some time I received a call from Dominos saying that the could trace the order, but the only payment they received was the payment made by cash. The amount corresponding to the failed transactions was never received by them. Clearly one of them is lying - BillDesk says the money is settled with Dominos. Dominos denies. For me the issue in beyond just getting my money back. This is about having trust in the online payment systems in India. So I have a few questions for BillDesk : 1. If your system so flimsy and poorly designed that you allow multiple money transfers of the same amount at the same time that correspond to the same transaction reference of the same merchant? 2. As a payment gateway do you have no accountability whatsoever for an issue of this type? 3. Is this the way to help a troubled customer by denying full responsibility and refusing to help in any manner?