Loyalty Solutions & Research / PayBack.in — redemption charges and non-replacement of damaged product

Address:	Bangalore, Karnataka
Website:	www.payback.in/home/login.html

As part of rewards received, I placed order with payback vide order IDs 1574116 and 1573047 on 16th june 2017. There was no mention of redemption fees, SGST and CGST as on date of order ie 16th june 2017. A fully damaged product was received for order ID 1573047 on 21st june 2017. Hence immediately wrote back to payback on 22nd june. The acknowledgement was received but the complaint was not addressed. For one of the reminders, they promised to resolve but has not been resolved.

Now an amount of Rs 99+8.91+8.91 towards redemption fees + CGST + SGST.

My concerns are,

1. When Payback or bank has not communicated on redemption charges as on date of order ie 16th June 2017, how can they collect the charges now?
2. Their online portal has not prompted with this information
3. When it is clear that damaged item has been delivered, how can redemption fee plus charges are collected for damaged product.
4. It is very hurting to see Payback not responding in professional way and telling lies though there are proofs in terms of request IDs.

Now, when contacted payback about the redemption charges and the damaged product, they say it is the bank who has collected and bank says it is payback who has collected. Where should I go? Having known that I have to spend more towards the redemption charges for the product of worth of not even Rs 100, I could not have placed the order.

Payback is highly irresponsible and claims I have not made complaint. When shared the request ID, they said it is resolved. OR some times, they are asking to contact the bank.