Byjus — Not providing Refund money despite email approval & timelines overdue

• 27th Oct  Zoom Meeting (Recorded) conducted by Byjus representation with me (Ashwini Gyanuba) basis ANTE test scores qualification of my daughter (Scholarship exam conducted by Aakash’s Byjus). Towards the end of the session I was asked to make registration payment;
o Offered price was Rs.1, 62, 000 price which apparently was worth Rs 4.5 lakhs course(for 10th, 11th & 12th NEET) for regular admissions otherwise . This offered price was valid ONLY IF Rs.15, 000/- registration amount was paid instantly. I requested to provide a day to think and confirm which was rejected.
o I went ahead and made the payment via UPI transactions as I had no other option.
o Some of the promises made during Sale included Faculty would be mostly IITian’s and would be 1:1 coaching. Refund would be in 48hrs within 15 days of cancellation. Refund policy copy was shared when I requested for same in email later.
• The entire experience from the call made me very uncomfortable as there was no time given to think and looked suspicious to me. I spent the next day enquiring more about this through friends and online sources. As an outcome, I gathered only negative feedback esp on false claims on quality of education and refund policy with several parents struggling to get refund . (This was later validated when we looked at the faculty background and none of these classes were 1:1 as well. It was a group class )
• I asked for refund but was told by Ashwini Gyanuba that it was not possible till the entire admission process was completed and she said some one would get in touch with me to close this process.
• 31st Oct – Call with Sabir Shahdad from Byjus to complete the activation process was conducted as I was told refund is only possible after activation of order. This was a Zoom recorded conversation. Was again reassured refund would be in 2-3 days if initiated within 15 days of the purchase . I opted for No Cost EMI via Shopse availed in 2 transactions  1. Rs. XXXXX/- and another Rs.XXXXXX/- for 18 months each
• 2nd Nov 2023  Initiated cancellation and sent mail to [protected] & [protected] and requested for refund now that admission process was also closed.
• 8th Nov 2023  Received a call from Vedanth Vyas apparently from Bangalore head office enquiring reasons for cancellation which I communicated on call. Basis the call conversation, he approved the refund on call and also on email and told entire refund would be closed in 20 days per policy and money would be refunded to me to my bank account along with cancellation of Shopse EMI loan . I was requested to share my bank details to which I would like the money to be refunded which I did. He told as a confirmation of bank account details Rs.1/- would be instantly transferred which also happened and I received the money same day.
o I was asked to return the tablet/SD card package which was delivered to me post admission process. The courier was returned and delivered on 13th Nov to Byjus address as shared on email Via Delhivery Direct Express Tracking Number AWB # XXXXX682
• Post this, I followed up with several calls to customer care and to cancellations/support email but in Vain. Did mention that my EMI is upcoming and getting reminders from my bank to keep funds ready. None of this was responded or addressed. Finally, the first EMI was deduced on 5th Dec 2023 from my HDFC Bank account. Total Rs.8167/-
• I continue to follow up every day to their customer care and written several follow up emails almost everyday but in vain. I get a standard response from customer care stating it would get resolved and NO response on emails till date .
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