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Kotak General Insurance — amount deducted twice but refund not provided


I was making a payment for the renewal of my car policy. But due to the error in payment gateway the payment was deducted twice from my credit card

I called kotak guys to ask them for the refund. But they started telling me that it will take 10-15 days for refund and also asked me to provide cancelled cheque. When i insisted why is that required as i made the payment through credit card they finally agreed to make the payment back to credit card. But it will take 10 days for processing.

It's a simple refund. I dont know why they need 10-15 days for the refund. When i enquired further they were very rude like this is the process etc.

Also my credit card has already converted both the transactions into emi and now i have to pay the processing fees for both the transactions as it is already 10 days and payment has not been returned till now.
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