Jiomart — Non-refund of money against failed order

I had tried to place an order through Jiomart app against my account registered with email id nrj.[protected]@gmail.com and phone number [protected] on 05.06.2021 through my Rbl card ending with 8997 but the order didn't get placed. Though I had received a mail from RBL bank stating a transaction of Rs.3838.97 was made on Jiomart, I didn't get any order confirmation from Jiomart. Neither was there any order details against the said transaction against my account in my Jiomart app nor did I get any deliver. I was expecting an auto refund. To my surprise in my Rbl card statement dated 15.06.2021 jiomart had billed my account for an amount of Rs.3838.97 for a non-existing order. Didn't expect such fraudulent practice from jiomart. Wrote mails to jiormart as well as RBL bank on 26.06.2021. My complaint was registered by jiomart with Ticket No:[protected] and I was asked to submit some documents which I did. Received following mail from jiomart on 29.06.2021:

Dear Mr. Jha,
Namaste!

We apologize for the inconvenience caused to you due to the amount deducted from your account, whereas we could not confirm your order.

Please note, we have raised a refund for the same. As informed earlier, The amount will reflect in your source account within seven working days.

We appreciate your understanding and patience.

Should you need any further assistance, please log-on to our website www.jiomart.com/customer/orderhistory.

Dhanyavaad.
Team JioMart

I kept waiting for the refund but it didn't come. I again wrote a mail to jiomart on 07.07.2021 reminding them for issue of refund and got a call from t on 09.07.2021. I was in for a surprise. After confirming already that my amount would be refunded, now they were saying that refund couldn't be processed as they didn't have the transaction id. I obtained the transaction id from bank, as card statement of RBL bank doesn't have the transaction id, and updated jiomart again through the mail with the transaction id which was - MT211580152000010147696. In the meantime I raised a dispute with RBL bank also. To my utter surprise Jiomart now began saying that there was no such transaction id in their system. I again checked with RBL bank and they again reiterated that the transaction id was correct. I have written several mails to Jiomart since then. Received one or two calls also stating that transaction id (MT211580152000010147696) was not present in their system and hence, money wouldn't be refunded. Two days ago I have received a message from RBL Bank that my dispute was rejected as the transaction was genuine. I have asked repeatedly both Jiomart and RBL Bank to give me details of the order including order number, date of order against which the amount was billed and date of delivery, if the products were delivered, but have received no information from either of them. Yet, they are not ready to issue the refund. I have been facing similar issues for orders placed with Ajio also.

I have checked social medial pages of Jiomart, Ajio and RBL bank which is running promotional offers in collaboration of Jiomart. I am astonished to find that I am not the only one facing this issue. Hundreds of customers are facing similar harassment at the hands of Jiomart, Ajio and RBL bank with no redressal in sight. It quite obvious that these companies are doing these frauds intentionally and not by mistake. Can't believe two of India's leading companies are doing such frauds on consumers.

I have decided to take the matter to consumer fourm.