| Address: | Ghaziabad, Uttar Pradesh, 201016 |
| Website: | www.freecharge.in |
My complaint is against e-wallet providing company - FreeCharge.
Ticket raised with FreeCharge: 186705
On Tuesday, 18 Oct 2016, I added INR 9500 to my FreeCharge account which is linked with my email ID mobile number. I checked my account on 20 Oct 2016 and to my surprise it only had INR 500 present in my account. INR 9000 were missing from my account. As a general practice, I requested FreeCharge support team to give me a reason behind this fraud.
Following are the times on which I had written email to them and getting the same response. I have attached all the conversations in the PDF document.
1. First email was written on “Sat, Oct 22, 2016 at 12:04 AM”. To this I got two general responses out of which the one received on “Sat, Oct 22, 2016 at 4:33 AM” was more specific as there they mentioned the issue is forwarded to the internal team.
2. To the above I replied to them on “Sun, Oct 23, 2016 at 4:57 PM” asking about the update. To this I got a reply on “Sun, Oct 23, 2016 at 5:10 PM” which says the money refund was initiated on 20 Oct 2016 and I will get the money back within 5-7 bank working days.
3. Then I asked them why the money is refunded without any prior notice or intimation to me. This email was sent on “Sun, Oct 23, 2016 at 6:42 PM”. To this I got a reply on “Mon, Oct 24, 2016 at 11:03 AM” which was exactly same as was received in point number 2 above.
4. After waiting for 7 bank working days, I wrote to them again on “Fri, Oct 28, 2016 at 12:40 PM” reminding them about 28 Oct 2016 being the 7th working day. To this I got a reply which is same as received in point number 1 “Fri, Oct 28, 2016 at 8:13 PM” that they have forwarded the issue to their internal team. I still have not received any information regarding where my money was!!!
5. I received another email on “Sun, Oct 30, 2016 at 12:48 PM” which talks about the same non sense that they have forwarded the issue to their internal team. I was very frustrated at this moment as I do not understand how many internal teams they have which cannot even resolve one issue.
6. To this I responded on “Mon, Oct 31, 2016 at 10:01 PM” saying I am going to log complaint on consumer forum and if this is not resolved here then I will log an FIR against e-fraud.
7. To this I received another email from them on “Tue, Nov 1, 2016 at 12:17 PM” saying the refund is initiated and will get the amount in 5-7 bank working days…
8. I was like are they serious. Between 20 Oct 2016 and 01 Nov 2016 (both days inclusive) 8 bank working days have gone by. I do not understand of which country or planet they are counting bank working days.
This was the status till 01 Nov 2016. Today is 10 Nov 2016 and I still have not received my money.
Only response I am getting from FreeCharge is the following on daily basis:
"Dear Shweta,
Thank you for writing back.
We sincerely apologize for the delay in resolving this issue.
We have already escalated the issue to the internal team and we will update you the status at the earliest.
We appreciate your patience on the same.
Happy FreeCharging,
Customer Success Team
www.freecharge.com
P.S: FreeCharge will never contact you asking for your Card number/expiry date/CVV/OTP/Account Password. Do not share these details with anyone over phone/e-mail/ social media as this could lead to misuse."
Please help me in getting my money back. Also could you please instruct FreeCharge to put more knowledgeable people in their team so that the issue gets resolved soon. Their policies and processes also need to be improved as they cannot refund the money without informing the customer.
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