[Resolved]  MakeMyTrip India — fooling consumers fraud policy on double black membership

Had made a booking on mmt for my anniversary from 21st nov till 23 nov 2019. This booking was covered under my doubleblack membership (Which they ask people to pay for) and also had free cancellation from the hotel till 20th november 2019. However, when i cancelled this booking on 12th september, to my horror only 218 rupees were credited back, however as per mmt they had processed refund of full amount of inr 8, 148. Upon contacting the support through chat i was told that i will get the balance amount is 24-48 hours. After waiting again and contacting them after 4 days i was told to wait another 24 hours and also was given an assurance that the refund amount will be credited the same day on 18th september. However, that also did not happen, upon calling them, i was told by customer support that the full refund has been credited to mycash wallet of mmt and the balance of my account that is around inr 8, 200. But i was able to see only inr 218 in the mycash wallet, and some amount in rewards bonus which was already there before this booking. After multiple time of telling this person that i cannot see this balance either in the app or website, this guy finally told me that maybe my email id and number is not verified so that is why this error is coming. All logic and common sense had already lost its way according to me as i have been using this email and number on mmt since more than 6-7 years. Infact, the doubleblack membership also is under the same ids. However, after still trying to tell them that everything is verified and i still cant see my refund, he took down a service request and promised a callback in 24 hours. After the expiry of 24 hours i contacted again and had gone through multiple long holds and explanations of the issue, i was told and promised by a lady that callback will happen by end of day on 19th sept. The callback never happened but late night around 11:30 pm i get a message saying that the issue has been resolved. I checked for the refund and by wallet balance, but no change was there. Again now at late night i called them up, this gentleman kept telling me that the mycash balance is over inr 8, 000, and i kept telling him that the app and website both show the balance to be around inr 218. Then, this person asked me for a screenshot my balance and promised a call back within 24 hours. I had shared the required screenshots on mails, but no callback happened. Again called them on 20th sept. Was again asked for a screenshot same story. Today, after over 11 days of the cancellation i finally got a call from mmt and they informed that they cannnot do anything about this since i had used mycash balance for this booking which i had earned through mmt rewards and which expire in 3 months. This amount was credited on 19 may 2019 and i used it within the expiration date on 19th august 2019. Total amount was utilized by me as per the policy stated by mmt. Now they tell me, that though i can cancel the booking and claim full refund but this amount will not be reflected as it has already expired. Firstly, that does not make sense as i have already utilized the amount. Secondly, at the time of cancellation this is not mentioned anywhere in the cancellation process, throughout i was made to believe that full refund will be credited. Thirdly, this policy is no where written on any mmt doubleblack membership cancellation or black membership usage terms and conditions. I has been a horrible journey to explain the entire ordeal again to mmt staff, they seem to only interested in defrauding the customers, through false schemes and promises. Photos of tnc are enclosed.