[Resolved]  Nsdl E-Governance Infrastructure — Refund for unprocessed pan applications

Address:	Pune, Maharashtra, 560096
Website:	egov-nsdl.co.in

At the end of july, i submitted an application on the nsdl e-governance website for getting my address and other details updated on my pan card.
I tried paying the fees of rs 116.20, but the transaction did not go through even after 3 tries. However, i noticed the next day that the transactions showed on my credit card.
On contacting the customer care, i was informed that there was an ongoing issue with the nsdl website and i should submit a fresh application. I was also told that the 3 prior transaction would be reverted. I followed the instruction and submitted a fresh application and did not have any problems with it.
However, till this date, i have not received the complete refund on the 3 transactions that were in error on 29th july 2016.

I have exchanged about 20+ emails and called their customer care more than 7 times over the last month and a half now.

The only e-mail response i have gotten so far is -
"we thank you for your below e-mail with regard to your application submitted to nsdl vide acknowledgement number [protected]
We have escalated your issue to the relevent department and will respond to you shortly.
We regret the inconvenience caused to you and request your co-operation in this regard."

I have got this over and over again every couple of days when i ask for an update.

When i call the customer care (And i have talked to operations manager too couple of times), i receive assurances that it will be processed in the next 48 hours but no one is keeping up on their words.

My frustration reached new heights today when the customer care rep denied completely that they have got an e-mail from me on this issue; when in fact i have received 6 responses from various members of their customer care team.

Such blatant lies to cover up, the inaction and lack of transparency show the sorry state of affairs at the nsdl office. Given the level of indifference and apathy that is being shown here for an issue, they might as well dissolve the customer care team. It will at least save some time and frustration for the end user.

-harsha