EaseMyTrip.com — transaction failed and payment refund

I tried to book train ticket through easemytrip.com [company] on 9th Jan 26 against Booking ID EMT[protected]. The payment was made however the ticket was not booked. The company didn't refund the payment.

Despite all the written and verbal assurances, the company has failed to refund the deducted money to the payment mode used in the transaction till date.

There is an interesting pattern with which the company orchestrated or rather mastered the art of playing with the customer:
1. Customer sends the email to [protected]@easemytrip.com with specific details such as transaction money, transaction date and Booking ID.
2. Company denies over email pendency of any dues, claims that the payment is already made, and instead ask the customer to submit the proof that it has not received the refund
3. Customer submits the relevant proof to the company.
4. Company apologies and assures that the refund has again been processed and the refund amount will reflect to the payment mode of customer in 5-7 business days.
5. Customer asks for the proof of processing the payment and gets nothing in email instead company representative calls back, confesses refund processing problems in the past and assures the payment timelines as committed in its email.

This cycle or rather say circus is going on for past one and half month.

More interestingly, when I was subject to such tactics of the company for not able to process the payment to the payment mode, I asked them to refund the payment to my bank account, which they categorically denied and instead asked me to install suggested apps to receive the amount.

For over a two decades of my experience of doing online transactions and getting the services or products, I have never seen this type of tactics orchestrated by any company even once.

I’m of the firm believe that the Company - easemytrip.com - is in deep financial and corporate governance mess and trying to manage its day to day business affairs in this manner.

Through your portal www.consumercomplaints.in, I request the following:
1. Please advise / guide me to initiate the legal action against the company for the refund as well as for the compensation for the mental harassment meted out to me.
2. Give this post a widespread publicity in order to alert and safeguard the interests of the prospective customer base of the company.