MakeMyTrip India Complaints & Reviews

HI,

I had made a booking with make my trip for a British Airways flight from Bombay to Denver and return from New York to Bombay. The return flight which was scheduled on 17th Dec 10 was cancelled by British Airways due to the weather conditions in London. I was rebooked and even that flight got cancelled on the 19th Dec 10. So BA had given me an option to book my own flight as the originally booking was not done by their site or contact make my trip to rebook.

Make my Trip did not help me out in that and told me that I will have to repay for the new booking which was a higher amount as it was considered as a single flight. Finally I had to rebook myself on my own and according to the policy claim for the refund of my flight which was non operational. The total amount that I had paid Make my Trip was Rs 80000/- for return flight. So ideally I am suppose to get the 50% of refund of my amount as the flight was cancelled. Make my Trip initially sent me a mail saying that the amt that will be refunded to me would be Rs 6500/- post my arguement with them it suddenly came to Rs 26000/-

I spoke to BA to check with them about the refund details. I was not told the exact amount by them as it was mentioned to me that Travel Agents get some discounts on their booking however I was informed that I should still be getting close to 50% refund of the amount that I had not flown and that I should ask for detail breakup of the refund amount.

I have been trying to get in touch with Make my Trip since the time I have returned from US that was from 27th Dec 10. Till date there has been no concrete explanation on this. I have all the mails as a proof of the communication that I have had with them.

I would like you to help me get my money from them as I am stuck as I had to pay double for the return travel. One that I paid initially and the other that I had to pay to another airline to fly back. They are trying to cheat their customers like this and there is no explanation or follow-up on this inspite of me telling them that I will take this to the consumer court.

I require your help to sort this at the earliest.

Thanks,
Shraddha Iyer

Hi Indian Commissioner

I need to report a complaint against Make my trip they have deducted INR 35782 from my account in the transaction where in there was even no booking done and I got error message in 1 minute I called their customer care that transcation is been not done but as my bank gives me a immediate message on any deduction of money so I got the message that money is been deducted.

Below I am copying the mail done by their 2 customer care person and till now nothing happened, please ask them to pay the intrest amount also as I am a resident of Singapore and have got deduction in dollar so their will be diffence of the amount.

If these people have intention to pay they would have paid long back as I requested for refund on 24th Dec 2010:-

From:
"MakeMyTrip" <[protected]@makemytrip.com>
To: [protected]@rediffmail.com
Subject: Reference ID: [[protected]] lost id
Discussion Thread
Response (Ishan) 03/01/2011 07.00 PM
Dear Dipti Mathur ,

Greetings from MakeMyTrip.

We apologize for the delay in processing the refund and request you to kindly cooperate and wait for 72 working hours for the refund to be processed from our end.

We value your business with us and look forward in assisting you with all your travel plans.

Yours Sincerely,

Ishan
Customer Service Consultant
Toll Free:[protected]All Major Mobile Operators)
Toll Free:[protected]MTNL/BSNL)
Tel:[protected],[protected]
E-Fax number is[protected]
E-mail:[protected]@MakeMyTrip.Com

Customer (Dipti Mathur) 30/12/2010 06.25 PM
online booking vide reference number NP[protected]

Dear Sir,
With reference to above reference no, I would like to highlight the matter, on 24th Dec we attempted online booking for flight + hotel but at the end of transaction insted of booking confirmation it was error massage, later we called make my trip and after mail confirmation by make my trip money has been deducted from the account without booking confirmation. Moreover from 24th Dec to 29th Dec money was showing in ledger balance so we
thought as per confirmation make my trip was not claim this amount but when today I checked make my trip has claimed that amount.
Now could you pl refund 100% amount now so I can get here by tomorrow secondly pl ensure exchange rate variation as I don't want any exchange rate difference in transaction.
I believe this is quite serious attempt by make my trip that after not booking how they claim money.
You call me now for any further clarification.
Regards
Vikas
+[protected]Mobile)

Discussion Thread
Response (Milanpreet Kaur)25/12/2010 08.55 AM
Dear Mrs Mathur,

Greetings from Makemytrip!

With reference to your online booking vide reference number NP[protected], please note that due to a technical error your reservation could not be processed. Hence, we have processed full refund and same would reflect on your card within 3 business days.

Amount Refunded:
[Rs.35782]

Processing Date: [24/12/10]

Please accept our sincere apologies for any inconvenience caused. We value your business with us and look forward in assisting you with all your travel plans.

Yours Sincerely,
Milan
MakeMyTrip (India) Pvt. Ltd.

103 Udyog Vihar Phase I

Gurgaon -122016 (Haryana)
Tel:[protected],[protected]

E-mail:[protected]@MakeMyTrip.Com


Response (Milanpreet Kaur) 25/12/2010 08.55 AM
Dear Mrs Mathur,

Greetings from Makemytrip!

With reference to your online booking vide reference number NP[protected], please note that due to a technical error your reservation could not be processed. Hence, we have processed full refund and same would reflect on your card within 3 business days.

Amount Refunded: [Rs.35782]

Processing Date: [24/12/10]


PLEASE DO SOMETHING ON THIS URGENTLY AS WE ARE WAITING SINCE 24TH DEC AND CALLING THEM IS ALSO OF NO USE WHEN I CALL THEY MAKE ME WAIT FOR 30 MINUTES AND AS I CALL FROM SINGAPORE SO APPLIES ISD CALL AND THESE PEOPLE JUST SAY WAIT OUR SYSTEM IS DOWN AND ALL PATHETIC THINGS THEY SAY TO AVOID US.

DIPTI MATHUR

+[protected]

SINGAPORE

Issue: Harassment

Details:

Harassment started the day I booked tickets for two n fro travel from Delhi to Mumbai on 22/10/2010. One of the return tickets was wrongly cancelled by MakeMyTrip officials and I was not informed at all. Till last hours, the agency was not able to resolve the issue and I had to book ubder high charges and in different flight (that got delayed by 8 hours).

Follow-up's:

After 5-6 calls in 2 weeks, agency apologized and commintted to re-imburse all the dues. Since then I keep on talking to 15 officials atleast, always stating the issue from scratch and every call takes 20 mins atleast. I submitted all the documents many times but to no avail.

First I tried with executives, then started talking to their Leads (just dont want to specify the names) then finally with their bosses. But nobody is taking pain to reply a single email.

Every call ends up stating the money will be transferred with 48-72 hours, It has been 75 days till date.

My heart beat gets raised and feel very very uncomfortable every time I dial up the number[protected].

Pls let me know if I need to submit each n every detail of the communications (telecons, personal calls on mobiles, emails I marked after every communication).

I have complete history of all the communications happened with every official of the agency. I am holding a very senior and responsible position and very very busy in my personal life. I spent apprx 25 hours in communication for this very issue.

This is not at all a matter of money pending but a sheer harassment, my hands are shivering while typing this note.

And the harassment continues.........

Regards
Yoginder Garg
[protected]

My Booking ID with Make My Trip (FLT[protected] for a JetLite S2 9352 Flight from Patna to Kolkata on 14.04.2010 which eventually got cancelled. In spite of the cancelled flight the company(Make My Trip) deducted an amount of Rs. 950.00 from the refund. Whenever the company is contacted over this issue, the standard reply is " Your case will be settled within next 72 hours" , but the next 72 hours has not arrived. All are advised not to book tickets from this fraud company.

Hi,

I Booked my 3 roundtrip tickets on 22nd Dec, 2010 through Make my trip from Ahmedabad-Bangalore cost Rs. 17205.

Somehow transaction got failed and tickets were not confirmed, but Amount was deducted from my account. They Assured me that my refund will be processed within 2 working days. But this is 7th working day and still I have not got my refund yet.

Please do needful.

Thank You,
Manish.

I had booked my ticket using makemytrip site on the 12th of Dec 2010. I had booked 2 tickets for my old parents for the 31st of Dec 2010 flying form Kochi to Mumbai. Due to some health reasons of my father i had to cancel the tickets, while cancelling the ticket the site has charged me Rs4500 per person where as the airline has informed me that the charge for cancellation is 50% of base fare which is Rs. 2000 per ticket.

I need to know why I have been charged so much more. Please help me get back my hard earned money from this site which has been fleecing people.

Hi 28th December 2010

I have done train booking through makemytrip.Details are as below

Transaction Details

PNR Number: [protected] Booked On:[protected]

MakeMyTrip Booking Id : RAL[protected] Ticket Type: E-Ticket

Class: AC 2 Tier Fare: Rs 1348

Date of Journey:[protected] IRCTC Service Fee: Rs 20

Bank: Citi Bank MakeMyTrip Service Fee: Rs 20

Train No: 2101

From Station: Mumbai (LTT) Quota: Tatkal

To Station: Durg (DURG) Tatkal Charges: Rs 300


Ticket Details

S. No.NameAgeSexCoach No./Seat No. Res-Status

1Rajesh Tripathi 53MA1 / 16CONFIRMED


I cancelled the booking as the train was late for more than 7 hours



This is their reply which i got


Greetings from MakeMyTrip.com.

We wish to acknowledge the claim filed by you for Booking Confirmation Number RAL[protected], PNR No. [protected].


Since the day i have cancelled six months have passed and every time i call to their costumer care the standard answer i get is its under process with IRCTC.

first they told me it will take 90 days to get my returns but 6 months have passed and i have not got my refund till today and they still are saying its under process with IRCTC.

Please help me with this or guide me how to get refund back because its getting very frustrating for me.


Regards

Dhiraj Rajesh Tripathi

Cont - [protected]

Date - 28th December 2010

Hi,
I have booked flight ticket online on make my trip on 27th December 2010 @ 12PM
It mentioned that I would be sending E-Ticket in half and hour and I didn't receive it for 8 hours.


When I tried to use the print option from the site, I said invalid Phone and reference number combination.
I tried calling customer service and it is such a crap, it kept repeating the options though I selected a option.

My flight is on 28th December, Don't know how to proceed further.
Can some one please provide the pointers to go ahead ?

Hi,

I have recently booked my ticket from Pune to Bangalore and to my surprise the last minute the bus operator called up and stated they dont provide the van pick up to the point I stated to him I have the ticket confirming it they where not ready to listen same tried calling the make my trip customer support they straight away told operators has the right to change the point So please be advise not to book any tickets thru this site since they are cheats when I asked to refund the money they did not refund it.

I booked air ticket for Kolkatta-New Delhi for a journey on 14th November by Jet Konnect 9W-2278 through Mak my trip. I cancelled it on 11th November and there is a mail from Make my trip that refund amount of Rs2000 shall be credited to abk account. In spite of regular communication there is no sight of refund. They wanted my bank details for refund. As I was not eager to share the bank details, they informed me that unless I provide the same they will not refund. Thereafter I provided the bank details on 20th November 2010. Till date they have nt refunded the amount. They informed me that due to some technical problem, they will not be able to refund the money. Can you suggest how I can get my refund. Can I take it to Consumer forum or I had to take legal steps to get the refund. Any assistence and guidnace is highly appreciated.
Suresh Kumar
[protected]@yahoo.com

This is with reference to my Booking ID IN1010B04698 for a tour of Rajasthan (Jaipur, Pushkar and Udaipur) from Mumbai. The duration of the tour was from 14th to 20th Nov. I was travelling along with my parents on this tour and on Nov 16th, I was supposed to check into hotel Pushkar Fort in Pushkar.

However, when I called the hotel to enquire about accessibility conditions in Pushkar owing to the ongoing mela, I was horrified to be told that there was no booking at all, although I had received a confirmation voucher from make my trip. On calling your customer care, I was told to proceed as the booking was confirmed. I spend more than 4 hours (of my vacation time) co-coordinating between the hotel staff and make my trip personal to sort out the issue but no solution could be found.

The next morning, when we set out to Pushkar, I received a call from make my trip accepting that the hotel booking had not been done. We were fortunate to be able to get a room a day in advance at Udaipur, which was to be our next destination. If I had not called Pushkar fort, I would have been stranded with my parents in Pushkar in the middle of the mela with no hotel bookings available anywhere.

This kind of in-efficiency is highly unacceptable. How could you have issued a voucher if there was no confirmation? Not only could we not visit Pushkar, but also had to shell out extra money to spend one additional day ant Udaipur in additional to the mental harassment and stress which is precisely what we are trying to escape during our holidays.

After this I was promised a refund of Rs. 3750 for the Pushkar hotel booking in a mail from amritamakemytrip.com dated Nov '16 but have still not received any payment. I demand that this amount be refunded to me along with an additional 2500Rs. which I had to shell out for the extended day of stay at Udaipur ( On Nov 16th) at Hotel Hill Lake.



A disappointed customer,
Santosh Nambiath

i was given booking confirmation of hotel in tirupati but i was shocked when i reached there that the booking makemytrip has done was cancelled this the perofrmance of this company i was stuck up there with 2 families just trusting this company which does nt bother about customers........
jatin
[protected]

ON 15 DEC I INTENDED TO BOOK 02 TICKETS ROUND TRIP CHENNAI DELHI FOR 11 JAN
AND 16 JAN... USING MAKEMYTRIP

I WAS SHOWN THE PROPER AVAILABILITY BY THE SITE AND ASKED TO PROCEED AND PAY
THRU CREDIT CARD...
BUT THEN AT THE END OF THE BOOKING PROCESS I RECEIVED THIS PATHETIC MAIL
FROM THE SITE.... THAT SAYS JUST 'SORRY' , THE SEATS WERE NOT AVAILABLE AND THAT MY MONEY IS BLOCKED FOR TWO
DAYS....


WHAT PATHETIC SERVICE IS THIS....PATHETIC... WHY THE HECK THE SEATS WERE
SHOWN AS AVAILABLE IN THE FIRST PLACE... AND WHY WAS I PROMPTED BY THE SITE
TO CONGIRM AND PAY IF THE SEATS WERE NOT AVAILABLE.....

THIS IS CHEATING AND I AM GOING TO TAKE THIS MATTER UP WITH CONSUMER FORUM
FOR SURE.....

WHY SHOULD I SUFFER AND GET MY MONEY BLOCKED WITH THE SITE FOR TWO DAYS FOR
NO MISTAKE OF MINE AND JUST BECAUSE OF THE STUPIDNESS AND IDIOTICITY OF THE MAKEMYTRIP SITE....

THIS IS PATHETIC SERVICE....

ANEESH NANDA

[protected]

Hello Everyone,

Please note my worst experience with makemytrip.com as follows.
...
I have recently purchased a round trip air ticket (Mumbai – Kolkata) on 8th December 2010, Wednesday from makemytrip.com. Booking ID is NF[protected]. I have done the payment by my debit card.

Though I have filled up the booking form with correct required details, I received tickets with different name. Immediately I contacted makemytrip.com office. Their official person assured me the correction within 24 hours. Dejectedly even now after 5 days there is no response from them. Hence recently I contacted them once again and to my surprise this time another female executive told me that makemytrip.com is not responsible for this blunder. Although she acknowledged that the system is facing some technical issues but nothing can be done for this goof-up. Moreover I was really shocked when I she told me that now correction in name can be done at the cost of Rs. 2000, which obviously should be bared from my side (customer side).

Finally I had no options but to spend more 2000 rupees to save my travel.

This is clear cheating case. My sincere request to all of you is to share this with all your friends & known ones. So they can not be a part of such cheating incidence. I have barred more amounts to keep my travel, but let’s make sure no one else end up with the same story.

I am attaching all the mail chain and relevant documents for your all reference.

Please don’t use makemytrip.com and be the judge - yourself on this case!

I am still wondering whether it was my mistake to keep trust on makemytrip.com.

emailme:ripon.[protected]@rediffmail.com
Mob:-[protected]

This is with reference to my MakeMyTrip booking Id – NF[protected] which is for Bangalore to Mumbai on 10th Dec’2010 and Mumbai to Bangalore on 12th Dec’2010.

While booking the tickets on MakeMyTrip.Com on 6th Dec'2010 night I have seen the total price of G8-202 as Rs 3,460 (with a clause of Rs 1,175 off on booking a return fare on Go Air), I opted for this offer and for Mumbai to Bangalore itinerary, I opted for GO AIR flight (G8-371) again which was costing Rs 4,907.

While I was on REVIEW page, I got a message that the total fare for Return has changed from Rs 4,907 to Rs 4,532.
Therefore the total charges should be (Rs 3,460 – Rs 1,175) + Rs 4,532 = Rs 6,817

It was mentioned (on the REVIEW page) that the any promotional discount will be reflected in the confirmation page but after I entered my credit card credentials I was charged Rs 9,167!! which I believe is full amount of Rs 4,635 (for G8-202) and Rs 4,532 (of G8-371).

I have attached the screen snapshot of the pages as reference to several emails to MakeMyTrip.com ([protected]@makemytrip.com), these screen snapshots I took to avoid such instances because I had a similar experience in the past.

On 7th Dec'2010 morning, I had over 40 minutes discussion with their customer care executive by name, Rahul at MakeMyTrip's customer care telephone number[protected] who assured me to look into this through his log files of 6th Dec'2010 (at the time I booked the tickets) and revert to me latest within 24 hours.

I am only getting reference numbers which are[protected] and[protected] asking for 72 hours time to resolve this issue!!

Today (15th Dec'2010) even after a week's time no mail has been sent to me from MakeMyTrip nor anyone bothered to give me a call to let me know the status even when I marked my one of the mail to Mr. Mohit Gupta, Chief Marketing Officer.

This shows their service level and how they treat customers, Tele-callers are also too rude in their talks as if they are doing any favors if they speak.

I am requesting the concerned authorities to look into this and let me know when am I getting my money back.

Regards,
NITIN BANSAL

Travel Date: Saturday, 11th December 2010
Bus Operator: Heera Travels
Bus Type: Volvo A/C
Journey: From Delhi to Katra (6.00 PM Bus)


I prefer to travel by Volvo. Generally while booking a ticket I am very much concerned about the operator (I have experienced that If operator is good then the staff is cooperative), bus condition, stop for Dinner. But During my journey (Delhi to Katra) I saw a pathetic bus service (Heera Travels) which I don’t expected after booking a ticket from MAKE MY TRIP website. I will never recommend to travel with Heera Travels especially. Experience to all o[censored]s was same. Maybe nobody other than me will write the review. I writing this because I want you to take note of this as you are known to be best (But not this time) in travel.
• Bus condition was pathetic – Not a single reading light was in working condition. No curtain between driver and 1st Seat. Songs were played in loud during the night journey. Back seats were in dark.
• There was too COLD. Bus operator has not started heater in the bus. We all asked him again and again but he REFUSED. He should have been started the heater when we are paying so much amount for Volvo.
• Staff – Non cooperative staff. Their language was like we all are travelling free and they have obliged us by giving a chance to travel with them. Pathetic.
• Bus started late by an hour in Delhi. We were standing on road for an hour.
• Reached late by an hour.
I expect to get better service in Volvo because we are paying higher than the other buses.
For an example I travelled in HIMACHAL STATE TRANSPORT Volvo bus from ISBT, Delhi to Shimala and back to Delhi. EXCELLENT SERVICE. Cooperative staff, good dinner stop, bus condition was very good. I will like to recommend HIMACHAL STATE TRANSPORT Volvo bus BUT not Heera Travel.

Make my trip is a good platform to book the tickets that’s why I blindly booked the ticket. I will never book from Make My trip but always directly from the operator who is reputed.

I want to suggest you a system.
Please rate the travels (1 Star to 5 star) depending upon the complaints (I know if the journey is satisfied then nobody will write the review). Show these stars on the booking page. So that the people will choose the operator depending upon rank. Also by this system operator will try to increase his rank by providing better service. And our faith on you (MAKE MY TRIP) will increase. More and more people will start booking from your website rather than searching a lot on website. Create a faith (Which I have lost. And because of me many more -Mouth Publicity).
Bar the operator from the site (or Show it in red) if he is faulty more than 10 times. Then nobody will blame you. Try to tell (write on ticket) customers to write about how they feel about the service.

Thanks

Hello,

I had booked for airline tickets using Makemytrip.com on 3rd Nov 2010. Two separate amounts of AED 770.82 and AED 632.29 had been debited from my credit card account.

Booking ID: NF[protected]
Amount to be Refunded: Rs 5,930

Booking ID: NF[protected]
Amount to be Refunded: Rs 5,436

Complaint reference ID:[protected]

On 25 Nov, I have cancelled these tickets and received a notification from Makemytrip.com that they have refunded Rs. 5,930 and Rs.5,436 after
deducting the cancellation penalties.

As of 1st Dec, I see 4 credits made to my online statement (credit card) from Makemytrip - of approx AED 4 each.

I subsequently got in touch with my bank who have confirmed to me that the merchant (MakeMyTrip) have refunded/reversed only approx Rs 200 instead of Rs. 11,366.

This is a big discrepancy and frustrating, because I have not had one credible response from the MakeMyTrip customer service support team. I have only be assured that the query is being forwarded to the concerned department and will receive a response within 72 hours.

It's now been more than 10 days, with still no resolution of my refund from MakeMyTrip.

Trail of communication:
01 Dec - I contact MakeMyTrip over refund discrepancy
02 Dec - (Kandarp) - MakeMyTrip issues complaint ID and support staff cites that the complaint is forwarded to concerned dept and to wait for 72 hours.
06 Dec - I contact MakeMyTrip again, given that they dont respond.
07 Dec - (Payal) - Tells me that the complaint is forwarded to concerned dept and to wait for another 72 hours.
10 Dec - I contact MakeMyTrip again, and inquire about status.

I request that my refund case is taken up quickly by appropriate and knowledgeable persons. The makemytrip's "escalation" process regarding customer complaints is nothing but another scam as nothing really comes out of it. Would be grateful if this can be sorted out soon.

Thanks,
Sidney

I Tried to Make an international Flight booking for two Tickets, Singapore to Bali on 25th Nov 2010 through Make My Trip Website.
While making payment The website came up with the message "Unfortunately , Your transaction could not be processed because of a temporary connectivity problem. We request you to please try making the payment again,..."
This happened twice and I did not get any confirmation of my booking.
However on checking up with HSBC after a few days they confirmed that two payments Rs. 9930.51 each have been made to Make My Trip. Total Rs. 19861.02. Transaction approval Numbers being T04282 & T04279
I've tried to get the refund by talking to the customer care and I've received several complaint numbers the latest of which is IN1011R0115028.
Each time the person on the line promises refund within 5 working days, but no refund even after 15 days now.
It is very frustrating that each time the person on the line tries to avoid the problem in various ways.
Biswanath Dutta
[protected]@hotmail.com
[protected]

Dear Sir,

I booked two airline tickets through makemytrip.com, one for myself and second for my wife from Delhi to Chennai & return for which I made the payment online through credit card. Later on there was some change in Plan and I had to go alone because my wife was not well. I immediately got the ticket of my wife cancelled by calling makemytrip and they confirmed me cancellation (Cancellation Number - IN1011R0031431).

I was told by concerned make my trip official that I will be refunded the amount within the seven working days from the date of cancellation. After week when I didn’t receive any amount from them I called up several time at their toll free no. but every time executive ask me to hold the line but never resume back. I started feeling bit stuck that how they can do such kind of stuff when I am asking for my own hard earned money.

Then finally I had to write them up on their E-mail ID but again No Response. Then while searching Internet I got the E-mail Contact of Ms. Geeta Arel (geeta.[protected]@makemytrrip.com) to whom I requested to let me know the status. Meanwhile, almost one month was over during this activity. In her reply I was told that they didn’t transfer the money because ticket couldn’t be cancelled by their official and airline has charged them for this. Was it my fault if they couldn’t get it cancelled?

Anyhow, they replied me that you will get your money with in next 48 hrs. but I am still waiting. It shows the intention of company not to pay the refunded amount as it would be their liability owing to some lapse by their official not canceling the ticket with Airline (Indigo).

It was really harassment for me as I was short of funds and my credit card statement had already been delivered. Moreover, I had to call them so many times wasting my money and office time creating disturbance in my job.

I request you take suitable action and compensate me for this bad indented activity by makemytrip.com


Regards,
Varun Arora
([protected])

I had canceled my flight ticket on November 8th 2010 for my ticket Booking ID: NF[protected] and got a cancellation No.

I had canceled my flight Ticket on the 8th of November 2010 for my ticket Booking ID: NF[protected] and was provided with a cancellation reference No. - IN1011R0032981 with a turn around time of 7 business days and an expected refund date of 15th Nov 2010.
Today is the 7th of December and I still haven't seen my refund. Just because I booked a flight ticket, doesn't make me rich enough to throw money around. I struggle to make my ends meat and used my credit card due to an emergency (I had to get a surgery done). Not only am I charged Rs.250 additional for a cancellation by your company (In total losing Rs.1000 for cancellation) but I am also being charged interest on my credit card.
I have made numerous phone calls and sent emails but there is no response. I even sent an email to the CEO of Makemytrip but there seems to be no action.

I have no idea how can such activity continue despite of the awareness and better business regulations.
This is nothing less than fraud to cheat people off their money. I really have no clue what to do and how can this be heard and resolved.