[Resolved]  Indigo Airlines — OverCharged for carry on bag

I flew Indigo on 4th jan 2021.(PNR - ARDJWB, Flight- 6E2061). I had one checkin luggage and one carry on bag. I live in the USA and am here to visit my family, I landed in new delhi on 3rd Jan 2021 and then took indigo as my domestic flight for my final destination.

I checked from the USA before travelling that Your website mentions no Carry on and only a personal item that can fit below the front seat. (I have never flown indigo before this time).
Hence, I distributed some of my extra luggage (total of 6 kg) in my Carry on bag, thinking that it is not allowed on flight. When I reached the checkin counter the checking agent checked in both my luggage (1 big bag of 16 kg and carry on 12 kg), without telling me that carry-on is allowed in flight.
It cost me total of 7250 rs. which is too much for just 6kg of extra luggage.

When I boarded the plane, I saw many of the passengers carrying even bigger bags in size than me with them to the flight as carry on(I have pictures to prove it. Please see attached images).
I could have easily shifted the extra 5 kg from my Carry on bag to the checking bag, which had 1 kg xtra, so that would just have been 3000rs in total only (500 rs per kilo).
Instead, I was charged for the whole weight of the carry on (14kgs). Which is wrong as other passengers took their carry ons with them.
I did some research after my flight, and found One page of your website mentions that a carry on of 7 kg is allowed and another mentions that only one personal item is allowed (please see attached images).

When I checked from the USA I only saw the page which mentioned no carry ONs. which led to this whole confusion.

I am ok with paying 3000 rs for my extra 6kg luggage, but the rest of 4250 was wrongfully charged, as other passengers were allowed carry ons. And i was unaware of this because of wrong information on the website, also as I have never travelled with Indigo ever. The checking agent also did not tell me that carry on is allowed and just checked in both the luggage.

I ask them to kindly refund me the unnecessary 4250rs, which could have been avoided if there was not much confusion on the website. It is too much money and is easily a fare of a round ticket to many destinations in india.

I received a call from their customer care representative today ob 7/1/21, , who said your carry on bag exceeded dimensions. My bag was never checked for dimensions. It is a standard carry on bag. They just are downplaying the issue to not refund the money and saying anything without fact checking. They can check the airport camera for my day of travel and see for themselves.