LazyPay — No update and refund on failed UPI transaction for a week

This is regarding ticket no. 11462352

I made an UPI payment to Vijay Krishna Hospitality Services Pvt Ltd on the 24th of October for Rs 700 through LazyPay. The transaction failed but LazyPay said it was successful at their end.

I contacted Lazypay on both email and Twitter. Their Twitter team responded first with this message

"We would like to inform you that we have raised the chargeback for you case and it takes maximum of 35 days for the chargeback to get successful. Please be rest assured we will keep you posted as and when we will receive any update from our team. In the meantime, your patience is greatly appreciated"

After that their email support team got back with this message

"There seems to have been an unforeseen delay from one of our team and we are yet to receive an update from them.

Please note that the concern has already escalated with the respective team on priority and we are trying our best to get it done as soon as possible.

There is a dependency on the tech team therefore request you to please allow some more time.

However, we are expecting a resolution from the tech team in the coming week or two, hence, allowing some more time for the same to update the exact status against the requested transaction on the account.

Meanwhile, we appreciate your patience.

We can't commit any date or time regarding the resolution and if the merchant asking for payment then it completely depends on you."

1. If the Twitter team has confirmed a chargeback, why isn't the email team accepting the same?

2. It is not my problem that there is a tech issue on Lazypay's end. The merchant is repeatedly calling me and threatening me for repayment - I can't tell him that Lazypay has a tech issue and can't check the transaction status.

3. It's been a week since the transaction - if they can't check the transaction status by now, surely they should give me the benefit of doubt? I have been transacting with them for over a year and, if the state of affairs continues to be like this, I might be forced to reconsider whether to continue the relationship or not?

4. "We can't commit any date or time regarding the resolution and if the merchant asking for payment then it completely depends on you." - If the customer support team of a fintech company says something like this, how can you trust them?

5. They absolutely do not reply to their emails when I ask for an update. I have to keep following up multiple times.