[Resolved]  Billdesk — Dominos Online Order - Money deducted TWICE but order not completed even once

Address:

Bangalore, Karnataka

Hi, I ordered Pizza online on www.dominos.co.in for a total transaction amount of Rs. 970 on Wednesday 13-Aug-2014 from Bangalore. In the first attempt I tried to pay online using NetBanking from my Axis Bank Saving Account (Tx. Ref. MUTI[protected]). The status shown was "Sorry! We are unable to process your transaction". So I made a second attempt at paying online using NetBanking from my ICICI Bank Saving Account (Tx. Ref. MICI[protected]). The same status was shown "Sorry! We are unable to process your transaction". Finally I gave up on paying online and chose the cash on delivery option. The order was delivered to me and I paid the delivery person by cash. Now the amount (despite of the transaction being unprocessed) was deducted from my accounts (on both failed instances) and BillDesk has already settled the same with the Merchant (i.e. Dominos). The Merchant Reference Number is [protected]_17729654_65932. When I called the BillDesk customer care number, first of all the representative refused to take any ownership of the issue. I was told that this is not the responsibility of the payment gateway. Billdesk is just the facilitator and since the payment is settled I have to directly deal with the Merchant (Dominos) - which I will. My concerns are these - 1. What is the role of BillDesk in the whole process? 2. Is a payment gateway not responsible to ensure success of the transaction? 3. If the transaction fails and BillDesk again takes input for payment processing through an alternate source - isn't it commonsense to understand that the first transaction (WITH THE SAME TRANSACTION ID) did not go through and that BillDesk should refund the money for the same. 4. Is BillDesk such a flimsy payment platform that such corner cases are not handled in the system? 5. Is this good customer service from BillDesk to take any ownership of the issue and refuse to help a troubled customer? 6. I asked the Customer Care Representative to get me details of how to complaint with the merchant (please note Dominos is a registered merchant with BillDesk .. no?). The customer care representative refused to cooperate or help in any way! The issue is not about whether the amount is large or small. It is whether BillDesk has any empathy and concern whatsoever for hard earned money of the consumers?