| Address: BYJU’S / Think & Learn Pvt. Ltd. IBC Knowledge Park, 4/1, 2nd Floor, Tower D, Bannerghatta Main Road, Bangalore, Karnataka, India. |
| Website: byjus.com/byjus-head-office |
Respected Sir/Madam,
I am submitting this complaint against BYJU’S regarding the educational programme that I enrolled my son in on 21 August 2022 for Grade I to V.
Before enrollment, a BYJU’S counsellor, Mr. Rushil Shah, visited my residence and explained the programme in detail. I initially had serious doubts about enrolling my young son, who was only around seven years old, in an online learning programme. I specifically expressed my concern about whether a child of that age could effectively study through an online platform without continuous parental assistance.
Mr. Rushil Shah assured me that BYJU’S would provide high-quality and easy-to-understand study material, that mentors would regularly monitor my son's academic progress, provide assistance and contact him when necessary, and that I would be able to cancel the programme if it did not prove suitable.
Relying upon these representations and assurances, I enrolled my son in the programme on 21 August 2022.
I paid ₹88, 000/- through EMI, through SHOPSE. The relevant reference number is:
Payment Reference No.: BYJSSE[protected]
1. Material initially received
After enrollment, I received a BYJU’S LearnStation 10-inch Mobile Data Grey Tablet, along with a memory card and hard-copy study books for Grade I. Subsequently, I also received the books for Grade II.
However, I did not receive the subsequent hard-copy books for Grade III and Grade IV. I am also not aware whether the study materials/books for Grade V, VI, VII and VIII will be provided as part of the enrolled program.
Therefore, there is uncertainty regarding whether the complete set of physical study materials promised for the entire duration of the program will be supplied.
However, after approximately one month, the memory card stopped functioning and displayed a “not working” status. I immediately raised a complaint with BYJU’S. Despite repeated attempts, I did not receive an effective response for a considerable period.
2. Repeated attempts to obtain a solution
As my complaints were not being resolved, I raised the issue publicly through Twitter/X and tagged Mr. Byju Raveendran. Following this, I received a call from a BYJU’S representative, Ms. Reshma. She assured me that the problem would be resolved as soon as possible.
During the conversation, she also requested that I delete the posts/tweets I had made regarding the problem. In connection with resolving the issue, she offered additional memory cards for subsequent grades.
I requested that memory cards be provided up to Grade X, considering the educational programme and the amount I had paid. Ultimately, the discussion resulted in an assurance concerning memory cards up to Grade VIII, rather than the complete support I had originally expected.
3. Educational programme was not suitable and mentor support was ineffective
As time passed, I observed that my son was losing interest in the programme, particularly because of the content and difficulties in handling tablet and the online learning system. Frequent memory card issues, I contacted the BYJU’S mentor and explained the difficulties we were experiencing. I requested assistance and appropriate guidance so that my son could continue the programme effectively. However, no satisfactory or effective intervention was provided. The very mentoring and progress-monitoring support that had been emphasized by the counsellor before enrollment was therefore not available to the extent represented to me. Even after that
4. Attempt to cancel the programme
Because the programme was not working satisfactorily for my son and the promised support in the form of hard copy of books, memory card was not being provided, I decided to discontinue the programme. I contacted BYJU’S and requested cancellation.
However, the customer-care team informed me that cancellation was not possible, or that a substantial/lump-sum amount would be deducted from my payment if cancellation was attempted. This was particularly concerning because I had specifically been assured at the time of enrollment that I could cancel the programme if it was not suitable.
5. Failure to obtain assistance from the counsellor
I also contacted Mr. Rushil Shah, the counsellor who had originally visited my residence and convinced me to enroll my son. Despite explaining the problems and requesting assistance regarding cancellation and the lack of effective services, I did not receive a satisfactory resolution.
6. Subsequent non-availability of BYJU’S services
Over time, I found that BYJU’S services and support became increasingly difficult to access. I experienced difficulty obtaining responses through customer-care channels, email and other available communication channels. The educational services for which I had paid were therefore not being provided effectively, while I had already paid ₹88, 000/- through EMI.
I have made repeated efforts to resolve the matter directly but have not received an appropriate resolution.
7. Grounds of complaint
Based on the above facts, I believe that I have suffered due to:
1. Deficiency in service by the service provider.
2. Misleading representations and assurances made at the time of enrollment.
3. Failure to provide the educational support and mentoring that was represented before enrollment.
4. Failure to provide functional and reliable study material, including the memory card.
5. Failure to provide adequate assistance when technical and educational problems were reported.
6. Failure to honour the representation regarding cancellation of the programme.
7. Considerable mental harassment, inconvenience and financial loss caused to me and my family.
I am not making a criminal determination merely on the basis of my individual experience; however, the repeated misleading assurances, failure to provide the promised services and refusal to resolve the matter have caused me to believe that the conduct requires appropriate investigation by the competent consumer and regulatory authorities.
8. Relief sought
I respectfully request the Hon'ble Consumer Commission to:
1. Direct BYJU’S/Think & Learn Pvt. Ltd. to cancel my enrollment/programme without imposing any cancellation penalty.
2. Direct the opposite party to refund the entire amount of ₹88, 000/- paid by me, along with appropriate interest.
3. Award appropriate compensation for mental harassment, inconvenience and deficiency in service.
4. Direct BYJU’S to provide a complete statement of my account, including payments received, services actually provided, outstanding amount and any alleged cancellation charges.
5. Take appropriate action regarding any misleading representations or unfair trade practices, if established during the proceedings.
6. Grant any other relief that the Hon'ble Commission considers just and appropriate.
9. Documents/evidence available
I am prepared to submit the following documents in support of my complaint:
• Proof of payment/EMI of ₹88, 000/-
• SHOPSE transaction/reference details – BYJSSE[protected]
• Enrollment/application documents
• BYJU’S invoice/payment receipts
• Details of the counsellor, Mr. Rushil Shah (Mob No. [protected])
• Communications with BYJU’S representatives, including Ms. Reshma
• Copies/screenshots of complaints raised with BYJU’S
• Copies/screenshots of Twitter/X posts and responses
• Evidence regarding the non-functioning memory card
• Photographs/details of the BYJU’S tablet and study material received
• Emails, messages and customer-care communications
• Any EMI/financing documents
• Any other correspondence with BYJU’S
Declaration
I state that the above facts are based on my personal experience and the records available with me. I request the Hon'ble Consumer Commission to examine the matter and provide appropriate relief for the financial loss, inconvenience and deficiency in service suffered by me.
I also request that the Commission direct the opposite party to produce its records concerning my enrollment, payment, service delivery, complaints, mentoring/support provided and cancellation/refund communications so that the matter can be properly adjudicated.
Complainant:
Dr. Shrikant
Gujarat, India
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