I had taken applied for an offline Tablet 3 year Learning Programme for my cousin ( Jiya Dabi ) from Byju's. Byju's executive Mr. Prashant Sharma ( +[protected] from Jaipur office visited my aunt's home in Kota on 25th April, 2022 for counseling and admission of Jiya. I clearly communicated to him that we will first take the demo of the product because the student is not that good in English medium and if found useful only then we shall continue it. He confirmed about the 15 days demo programme that we can raise a cancellation and refund request of 5000 if we are not satisfied. This is also mentioned in their return policy. The amount payable was Rs. 5000 as down payment and balance Rs. 62000 financed through third party Avanse in 12 of instalments of rs. 5167 each.
As the single mother of the student requested that if she continues using the course, she can't afford to pay 5167/- EMI, so the representative of the company promised that after loan verification he will get it reduced upto 1500/- approx per month. He asked us to say nothing to the verification call, that he will do what promised. Mother is not that literate and does not have pancard which was required.
So she finally asked me to pay an initial amount of 5000 on her behalf through the PayU link sent by Byju's on 25th April, 2022. Payment ID of 5000 is [protected].
Tablet was received on 28th April, 2022 and stydy material was also received the next week. Student started checking the demo classes but even trying very hard she was not able to understand the content. Reason 1 was that she was not good in English, Reason 2 the level of Neet was too high as per her level. The parent and decided to discontinue as it was far better to get her some affordable tuitions than this expensive course. We requested the sales person on 8th May (11th day after receiving the tablet ) and also wrote him on whatsapp initially that we would like to cancel the purchase due to so and so reason and wanted to know further process. Screenshots are attached.
He called and tried to convince and delay our request first. He told us to speak to mentors from parents number. Mother tried to contact the mentors but then again they were just trying to convince us to use it.
Mr. Prashant wrote me a mail from his official mail on 18th May that the company will be sending an alternate mix language tablet with a sim card facility, and we are still not satisfied, they shall cancel it. He clearly wrote us that the cancellation policy will be extended till then as they want us to try alternative first. But the parent was not agree and insisted on cancellation as she understood that the student can not cope up with the content and it would be hard for her to afford this unnecessary course.
She was rigid on this so Mr. Prashant called us that he will be visiting Kota on 23rd and and we can finalize the cancellation process.
We both visited him at Ortus Kota, he told us to write a cancellation mail and said that now the process is all done you will get your refund soon. He added that company won't ask for the products back, so we can keep the tablet or we can give it to him, in return he will pay 5000 to the mother. At first I could not digest how come the company is too liberate on this. But as Byju's is a big name and mother could not give a second thought on that. She handed over the tablet to him and he promised to pay for that personally.
him.
Within next week I started receiving mails and sms from finance company regarding 1st Emi deduction on 7th June.
Mr. Prashant still gave us sweet words that nothing will be deducted.
We are continuously making phone calls and emails to the company to complete the procedure of cancellation and refund the amount paid. But they are not responding. We are getting reminders from bank end even after requesting cancellation. On a safe side, I transferred my funds and blocked both my debit cards to avoid the inconvenience but today on 7th June I was charged 295/- from bank for ECS dishonor and insufficient funds. It will happen on every EMI due date.
Student's mother is a single hard working parent and only earns 9000 per month. She is so depressed about the loan. We are trying to contact all day in order to avoid the inconvenience. I wait for hours to get the mentor's call connected . If it gets connected by chance they either transfer the calls or they argue to speak to the student. They are not even synced with each other. The mother is not that literate so she completely relied on the sales representative Mr. Prashant and now the support team is saying why did u rely on sales person commitments. If we were supposed to listen to him then why did they even sent him to give admission on the first place. They are denying to cancel the loan application nd insisting to convince the student even if the issue is regarding content and fee. They are just avoiding the concern nd delaying it.
Please help in this regard.
Additional information –
Students'name - Jiya Dabi
Mother's name - Ruby Dabi
Loan A/c [protected]
Order ID : SO-[protected]
BYJU's customer support has been notified about the posted complaint.
