MakeMyTrip India — Cash back amount is not given

Address:	411052
Website:	www.makemytrip.com

I made booking from Make My Trip mobile app for 1 day 1 night hotel stay in Pune. When I was doing the booking I read all terms and conditions and found that my city bank debit card is available for cash back. I made the booking and got message that within 21 days cash back amount will get credited to my account. Till now I haven't got the money. the booking was made on 11/3/2015. I have raised complaint on Make My Trip portal and following up with them over phone from last 2 weeks. Every time Agent pick ups the phone and keep asking me same booking details again and again. I have sent so many email however only getting an automated response, no one is bother about the issue. Till now I have not got any details from any agent. Today I requested for supervisor call and finally got it. The supervisor-Mohit is telling me a new story. They got email from City bank that few debits cards that ends with certain 4 digits will not avail for cash back amount. I asked for the details then he said that he can not disclosed that.If customers are not aware of which cards will not get the benefit how can the process will run smoothly. If card is not avail for the offer why it took 2 weeks to respond. The detailed information should be provided while booking so that customer can cross check if they would be avail for the offer. This is a good example of fooling the customer. Suddenly make my trip is asking me to get clarification from City bank. If I made the booking from Make My Trip why should I communicate with City bank now. I have wasted my 2 weeks getting the update, daily phone calls, so may emails, complaint on portal(escalated couple of times) till all agents were saying they are working with cash back team. Today supervisor is saying I will not get the cash back as they have internal understanding with city bank based on last 4 digits of debit card. They are not providing anything in writing. They are just fooling the customer and making their own rules as per their convenience to attracting customers initially and giving what they promised for. Please look in to this matter and I need cash back since City bank debit card was falling under all criteria at the time of booking to avail for the cash back. Attaching the message proofs and emails sent to Make my trip. Few make my trip agents disconnected my calls deliberately and wasted my 2 weeks without providing any updates. Agent name-Anup, Jyotika(dont remember other names)