[Resolved]  Zest Mahindra Holidays[protected] — Login of application with fraudulent information and charges without consent on my credit card

Address:

Bangalore, Karnataka

This is in reference to the fraudulent behavior of the sales executive for Mahindra Holidays and tacit support from the branch in the same.

Looking at the whole sequence (descried below in detail) of events, I am wondering if the company is meekly supporting its sales executive in somehow meeting their sales targets. I have always had a high regards for the Mahindra Club over many other clubs, but this experience has left me with a bitter taste.

If the company still bothered about its image and really stands by its commitment to the customer I request the company to return my money and take action again Mr. Chandranshu for cheating innocent customers.

Thanks
Priyank


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Sequence of Events (in chronological order):
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25th September 2009
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 Mr Chandranshu came to my house to make a presentation on the Zest. He explained to me few points about the concept.
 He also offered me a one time special discount of 5000/- for a down payment.
 He also promised a 2N/3D try-out vacation at any of the location.
 Upon enquiring if I can avail this on 2nd Oct Weekend he confirmed yes it can be easily done.
 He also suggested that I can give the signing payment of approx 7000 and then use the try-out vacation. In case I don’t like the experience I can cancel the membership after that.
 He also told me that I can opt for the EMIs to start after the Bonus try out. He said that in fact I can opt for the EMIs to start after 2-3 months also if right now I’m facing any financial difficulties.
 I still have all the paper sheets which he used for explaining me. My mother and my wife were also present when he presented this.
 I asked for 2-3 days time to think over this but he was pressuring me to buy it the same time. However I did not agree and told him to discuss again after 2-3 days


29th September 2009
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 On 29th Mr Chandranshu called me again. I told him that the only time I can go and do a try out now will be the coming long weekend as I wont be free after that for a long time. He told me that he’ll ensure that I can go to any of the Zest locations on the coming long weekend (2/3/4 Oct)
 He apparently checked with his senior and called again after some time confirming that the bookings are available and then told me that he wants to come in the evening.
 In the evening he proposed an additional 2000/- discount and an additional 1D+1N “from his side” over the existing 2N/3D try-out vacation.
 In front of my whole family (me, my wife and my parents) he again and again insisted that the bookings are available and that I should sign up ASAP if I want to try this weekend. I asked him if he could confirm the booking so that I can make the payment. He mentioned that the bookings are available and that for confirmation he needs a member name which can only happen when I give the initial down payment. He apparently called up someone at the office again to check the availability.
 Considering that I was getting a chance to try out before making heavy commitments I agreed to try it out by signing up the form at the places where he told me.
 He also took an imprint of my credit card and took my signature. I told him that I want to start the EMIs from January only after I would have tried out vacations and also I would have some financial cushion. He asked me to leave the dates blank as that can be filled when I am fully satisfied only.

30th September & 1st October 2009
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 On 30th night he called me telling that since he reached office late day before he could not get the booking and now all of sudden all the bookings are gone. And that he is still trying.
 On 1st since I did not get any call from his side till afternoon I called him up to ask about the status. He told me that he could not get any booing and that he is very sorry for that. He also said that he’ll make sure that I get to use the try-out package and the next weekend. When I told him that the coming weekend wont be possible due to official commitment, he said I can any coming weekend till next 3 months and that the offer will be valid for 3 months. He asked me my preference for the weekend; I told him that I would look into the possible dates and then get back next week.



7th, 8th and 9th October 2009
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 I got an SMS from Citibank at night that I have been charged 11XXX/-. I assumed that the discount which was promised to me has not been give and I have been charged full down payment.
 On 8th the customer care person called me to give me a welcome note, at onset itself I told him that there has been a gross miscommunication and that I have been charged more than I was promised. He promised to look into it
 Later in the day Mr Chandranshu called and explained to me that it’s the EMI which has started. I confronted with him that the EMI was supposed to start from Jan10 and how come it has been charged. He told me that it is a mistake and that he’ll get it corrected. I told him that I don’t have a good feeling about the whole episode where there are wrong promises (booking promised when there was none available) and frauds (EMIs starting immediately when I told him to start from Jan10 and which he had agreed to) and that I want to withdraw from this. He argued with me and tried to convince me to stay on by apologizing for the EMI part and by promising the try-out vacation whenever I want. However I was insistent and finally he said he’ll look into this and do the necessary.
 However I did not receive any communication from him for next 2 days.

9th October 2009
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 I received the welcome kit in the morning while leaving for the office.
 On 9th Mr Chandranshu called again asking me to please continue the package. I asked if he could make sure that the EMI is refunded back and that it starts only in Jan10. He said that will not be possible as the finance people control it and it is not in his hands. He started the same discussion which we had had 2 days back. Finally I did not agree and insisted on canceling the membership. I told him that today only I received the welcome kit and that I did not even receive the terms & conditions and any other details of the membership.

11th October 2009
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 I went thru the welcome letter in detail at night and was shocked to see the conflicts between what I was promised and what was written. The notable differences were:
1. Only weekend in a year, although I wasn’t told about it.
2. The complimentary 2N/3D vacation is valid only for a month and too only on weekdays.
3. The ASF needs to be paid even though I may not use the property. I was told that the ASF need to be paid only if I use the property
4. The EMI will start immediately, where as Mr. Chandranshu said it will start from Jan10.
5. There is a
 On 12th morning I tried calling up Mr Chandranshu but he was not reachable. So I sent him a mail to cancel the membership ASAP.
 However I did not get any communication from him till 13th.
 Following which I searched for the Customer care contacts and forwarded the mail to them. I received a normal acknowledgement mail from them that they are concerned and someone will talk to me.
 The following day Mr Chandranshu called again telling me that he got a lead from the CC to talk to me. He mentioned that the cancellation was not possible and that the refund can happen only if I pay full membership money (~80K). To which I straight away said that this does not sound logical to me and I will not make any further payments. I told him that I need the membership to be cancelled and the money to be refunded back ASAP. After some arguments the call ended.
27th October 2009
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 For next 2 weeks I tried to call the Call center and apprise them of the request and seeking some action but nothing really happened.
 I kept getting mixed confusing responses from the customer care reps and Mr Chandranshu. None of them could explain me what is happeing on my request and how long will it take.

Current Status
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 I wasn’t explained in detail of these terms on the pretext that I’ll be getting a copy anyways which I can refer to. I wasn’t even given a copy of the terms and conditions. Till date I have not received a copy of the terms and conditions.
 I was made false promises which were not supported by the policy and hence could not be kept.
 I haven’t heard anything from Zest (or any of its representatives) about my request.
 I have already been charged a sum of ~16K for no reason. (Out of this the 11K was against the way I consented it to be)
 I still have all the documents and the mails exchanges with me.