Delhivery — Complaint Against Delhivery Double Payment Issue & Harassment for 20 Days

Respected Consumer Forum Members,

I am writing this complaint to bring to your attention the unprofessional, negligent, and frustrating experience I have had with Delhivery regarding a double payment issue that has remained unresolved for the past 20 days. Despite multiple follow-ups, I have only faced harassment, false assurances, and lack of accountability from their customer support team.

Issue Details:
Date of Transaction: January 27, 2024
Order Amount: ₹2, 449
AWB Number: [protected]
Query Reference No.: J[protected], J[protected]
Mode of Payment: UPI
What Happened?
On January 27, 2024, I placed an order and attempted to make a payment of ₹2, 449 via UPI. While making the payment, the transaction status showed “processing” for about 2-3 minutes, and no amount was deducted from my account.

Since the payment was not reflecting as successful, I asked for another QR code to make the payment again. The delivery person then called her senior and provided me with a different number to make the payment. I proceeded with this second transaction.

However, upon later checking my account, I discovered that both payments had been successfully processed, meaning I had been charged twice for the same order.

Delhivery’s Negligence & Harassment:
Since that day, I have been repeatedly trying to get my refund, but Delhivery has been completely incompetent in handling my complaint. Here’s what I have gone through:

Long Hold Times & False Promises: Every time I call customer support, I am put on long holds, only to be given false promises that my issue will be resolved soon.
Ineffective Chatbot & No Response to Queries: The chatbot does not accept my comments, and my queries are either ignored or remain unanswered.
No Direct Call Option: Delhivery has no dedicated customer care number. I am forced to raise a query every time and wait for a callback, which sometimes happens and sometimes does not.
Repeatedly Explaining the Issue: Despite speaking to multiple representatives, including Md. Attar, Mandeep, Senior Associate Karan, and several others, I have had to explain the entire situation from the beginning every single time. Yet, no resolution has been provided.
No Tracking of Complaints: There is no proper complaint tracking system. Even after 20 days, the ticket is not closed, and no one seems to take responsibility for resolving the issue.
Possible Internal Fraud? Given the level of negligence and delay, I am beginning to suspect that this could be an internal fraud. How can a simple double payment issue take more than 20 days to resolve in this digital era?
My Demands:
Immediate refund of the extra amount I was charged.
Accountability from Delhivery – Why has my complaint been ignored for 20 days?
Investigation into the handling of consumer complaints within Delhivery to prevent such fraudulent practices.
This experience has been horrible and pathetic, and I feel completely helpless as a consumer. Is this how Delhivery operates? Ignoring customer complaints and getting away with poor service?

I sincerely request the Consumer Forum’s intervention to help me get my rightful refund and hold Delhivery accountable for their unethical business practices. i am also attaching the call history with the delivery agent with no. so you can match timing .