[Resolved]  Yatra Online / Yatratrip.in — grievance regarding no refund received against pnr k6b1qk and dmke6x

Dear customer care
On 17.12.2019 i had booked flight tickets for 8 passengers for a trip from kolkata to bangalore (09.04.2020) and back (13.04.2020), the pnr numbers being k6b1qk and dmke6x.
However due to the nationwide corona pandemic we received 2 emails from yatra booking on 27.03.2020, vis -
1. Urgent update from indigo airlines for your travel on 13-apr-20, which stated that “as per the recent directives by directorate general of civil aviation (Dgca), all indigo domestic flights are suspended from 25th march until 14th april. There is no need to call yatra or indigo to cancel your booking. Indigo will automatically cancel all booking between 25th march till 14th april.”
2. Urgent update from air asia airlines for your travel on 9-apr-20, which stated that “as per the recent directives by directorate general of civil aviation (Dgca), all air asia domestic flights are suspended from 25th march until 14th april. There is no need to call yatra or air asia to cancel your booking. Air asia will automatically cancel all booking between 25th march till 14th april.”
I also received another email on 08.04.2020 from yatra booking with the subject - “ya:24718559' cancellation of booking pnr: k6b1qk and pnr: dmke6x” which stated that “if your travel is between 25th march 2020 till 14th april 2020-please note that you do not have to call indigo/air asia or yatra.com to cancel your flight. Indigo will automatically cancel your booking. Entire amount will be secured for future booking under a credit shell against your pnr”
Thereafter i tried contacting customer care many times, the reason being that i am not a frequent flier and getting the money in a credit shell will not benefit me in any way whatsoever! But i was not able to reach the customer care in any way.
Again on 07.07.2020 i received an email with the subject - “refund details yatra ref[protected]”, which stated that “we would like to confirm that the refund of 29212.00 as yatra ecash due against yatra reference number[protected] was processed on 7, july, 2020 to your e-wallet”.
Firstly, for my trip the total amount paid via bank was rs. 66, 928, transaction id: [protected], date-17.12.2019 but i received rs. 29, 212 as refund! (Screenshot attached-1. Jpg). Like i had mentioned earlier i am not a frequent flier and this is absolutely inconsiderate and sadistic if you refund less than half the amount to my credit shell when it was cancelled by the airline and not by me!
Secondly, when due to the corona pandemic all the flights were suspended and we were not able to board the flight how can the status for pnr k6b1qk show as “completed” (Screenshot attached-2. Jpg).
Lastly, i demand that you refund the entire amount to my bank account and not “arm twist” me and coerce me to forcefully accept the credit shell half refund amount! I would like my money back instead, and i would like to appeal to you to honour that request. I am entitled to a full cash refund if the airline cancels, and i refuse to accept the credit shell refund. The option of holding the refund amount in credit shell by the airlines shall be the prerogative of the passenger and not a default practice of the airline.
Please contact me urgently and refund me my entire amount of rs. 66, 928 to my sbi account immediately.
Regards
Ashmita