Flipkart — Realme Max X7 - Flipkart smart upgrade plan

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I have purchased mobile as on 12.09.21 under this plan. As per the plan policy we can either upgrade the device or pay the balance amount after one year. I was unable to choose any of the options. I tried to get it resolved by the team from 28th July 22 and they provided me a solution of returning the phone and getting refund of amount which i have paid. The delivery was scheduled on 15th august, however the delivery guy came on 14th August and i was not available at that time hence he went and i asked them to reschedule the pickup. However they are not coming up with any solution and every executive kept saying that we have escalated your issue. It's been a month and no proper resolution from their side. I have provided my bank details also. I have raised queries many times and the App is showing the status as Resolved without any resolution. Attached herewith the screenshots.