MakeMyTrip India — fraudulent cancellation of flight tickets, no action taken by makemytrip india

Booking id-nn[protected] on makemytrip india.
On 7th september 2019, i had made a round-trip flight booking from mumbai to mauritius with air mauritius via makemytrip india. The total amount paid to makemytrip india by me was rs. 41, 537 (Invoice photo attached).
The total amount was debited from my account at this point.

On 18th september 2019, at 8:39am (Ist), i received an email saying my flight cancellation request is submitted and refund of rs. 5423 is in process (Photo attached below). However, i had not requested for this cancellation. I am based in doha, qatar, and according to indian standard time 8:39am, it was 6:09am where i live when i received this email.in order for me to request for cancellation, i would have to log into makemytrip and enter an otp for the login, however, i had not logged into my account, nor did i receive any otp in my emails from makemytrip at that time.
Attached below is a screenshot of my email inbox (From [protected]@rediffmail.com) where the first received otp from makemytrip on 18th september 2019 was at 9:53am qatar time (Ist: 12:23pm). As per the email sent to me, i have requested for the cancellation on 18th september 2019 at 6:09 am qatar time (Ist: 8:39am), however i could not have logged into my account without an otp. This proves i did not log into my account on 18th september 2019 before 9:53am qatar time (Ist: 12:23pm) and have not requested for this alleged cancellation of my flight tickets.

When i called makemytrip india's helpline on 18th september 2019 and spoke to suman krishnan, i was not given any complaint id and the customer service refused to file a complaint on my behalf stating that this cancellation was done through a website or app, so they insisted it was done by me (Email photo attached). They even sent me an email the next day saying this issue is resolved and they are closing the case from their end! This email was sent from swagata (Email photo attached).

On 21st september 2019, after waiting for their response from the higher authorities; i demanded for an ip address, date and time of the computer that requested the cancellation. I also provided all proof from my end with images and pdf files proving this cancellation was not requested from my side (Email photo attached).

On 22nd september 2019, i received an email on [protected]@yahoo.com, stating that makemytrip will provide a refund of rs.15473 to my account. No explanation was provided on their end, and no refund tracking information or details were sent to me.

On 23rd september 2019, i got a response from swagata stating there will be a refund of rs. 20, 876 processed to my account. There was no explanation for this random amount refunded, and she said there would be further validation needed to refund more amount (Email photo attached).

On 25th september 2019, i received an email from sachari majumdar from makemytrip, saying that they will need another 24-48 hours to resolve my query (Email photo attached). I sent an email demanding explanations for the inconsistent refunded amounts to different emails and asked for proof of refund transactions (Email photo attached).
However, i was not provided with any ip address, date, times of the computer that requested this cancellation.

On 26th september 2019, sanchari briefly explained that rs.20, 876 was a total of rs.5423 and rs.15, 473 provided by makemytrip. There was no explanation given for the terms and conditions as to why these refund amounts were processed (Email photo attached)

I responded to her email on 26th september 2019, stating my urgency to book another ticket as i have already made hotel bookings worth rs.80, 000 in mauritius and have taken leave from work. I requested for the full amount of my ticket refunded and to give me details about the ip address of the computer. Since makemytrip was taking this situation very lightly, i decided to investigate this situation myself and demanded for the ip address. (Email photo attached).

I got a response from anamika sen on 27th september 2019, saying that they have requested a supervisor to call back (Email photo attached).

On 27th september 2019, after i spoke to abhijit basu via a telephonic conversation, he said he would provide me with the ip address of the computer that requested the cancellation. I also asked him to send me phone numbers and emails of his seniors at makemytrip so i could escalate this fraudulent issue myself. He wasn't giving me any details via the telephone and said he would email all these details.
I received an email from him on 27th september 2019, with the ip address and date and time of the cancellation request (Email photo attached). However, he failed to provide me any emails or phone numbers of the higher authorities at makemytrip india.

According to the email, the ip address that requested the cancellation was 223.189.167.35, when i used geo location to track this ip address, i found that this ip address was based in jaipur, india (Photo attached).
This proves i did not request for this cancellation, since i was in doha, qatar at the time of the cancellation. Nor did i receive any otp to log into my makemytrip account to proceed with this request (As explained above).

On 28th september 2019, i received an email from karthik gujral from a different email of makemytrip stating he contacted my number but there was no response. (Email photo attached)
On 29th september 2019, i sent an email to karthik gujral stating i had provided 3 phone numbers and none of them received any calls. (Email photo attached). He replied on 29th september 2019 stating he couldn't contact either of those numbers (Email photo attached). I did not receive any calls from unknown numbers and refuse to believe karthik had contacted all three numbers provided. All numbers are functioning and in service. I replied to him on 30th september 2019, asking him to stop providing false stories and work towards resolving my issue (Email photo attached).

On 30th september 2019, i got an email asking for otp to change my password for my makemuttrip account. I have not requested to change my password for my account and have not logged into the account at all (Email photo attached). My account has either been hacked or this is a fraudulent activity or a system error from makemytrip. I did reply back to the email saying this wasn't requested by myself, however this email bounced back (Email photo attached). As usual, i did not receive any help regarding this suspicious activity from makemytrip.

On 29th september 2019, i had also sent an email replying to abhijit basu saying the ip address he provided was not mine and this is a fraudulent activity with full details and proof (Email photo attached).
However, i got no response from abhijit or any makemytrip employees regarding this email. After 5 whole days of waiting for abhijit's or any makemytrip' employee's response, i sent another email on 4th october 2019 demanding a reply for my previous email to abhijit basu (Email photo attached).

On 5th october 2019, i received an email from karthik gujral stating their tech team has requested to go to cyber cell as they investigated this was a fraudulent activity taken place (Email photo attached). However, there was no mention of any refunds or my booking to be reinstated. What type of customer service is this, where no one compensates their customers in a fraudulent case? I responded to his email demanding a compensation as i had no fault in this activity (Email photo attached).

I have continually asked for a full refund of my ticket or my booking reinstated asap, however makemytrip india has only delayed this procedure and failed to provide me with credible sources of information.

It is currently 9th october 2019, and i still have not received a single rupee refunded from makemytrip india. They continually sent these refund emails without providing any refund reference id, so i couldn't track the refund with my bank as well. They claim that the refund has been processed, but have never provided any photo evidence or tracking number or details of the refund sent to my bank account.
Furthermore, they have not provided me with any emails or phone numbers of higher authorities/supervisors/managers to escalate my problem. They are inconsistent with their emails and have the worst customer service.

Makemytrip india has such a poor security system that allows anybody to log into their customers account bypassing the otp procedure, to go ahead and cancel someone's booking without any warning or otp or calls. They also have a poor customer service that delays the problems as opposed to compensating their customer with right information. I had requested for the ip address several days before it was provided to me, makemytrip refused to forge a complaint from my side even though i insisted.

I am in a state o[censored]rgency as i am in loss of rs. 41, 537. This amount is irreplaceable and precious. I have already made hotel bookings in mauritius worth rs. 80, 000 and have taken leave from my job for this trip. It is highly important for me to book another round-trip flight tickets to mauritius as the prices of flight tickets are increasing day by day. Makemytrip india should not only refund my full amount of rs. 41, 537, but also bare the extra cost of
My next flight booking. Or they should provide me another confirmed booking on the same dates and times with air mauritius.
I have gone through a traumatic experience after this incident with makemytrip causing my stress levels to rise with their lack of solutions and inconsistent information provided.
Please help me in fighting for my money and my rights as a consumer. Makemytrip should not take such serious issues lightly, where their customer is in loss of rs. 41, 537. They should be taught a lesson to increase their security system and strengthen their customer service so that other consumers don't have to go through this trauma.
Please raise an issue with makemytrip india to help compensate me with a full refund or reinstate my booking on the same dates and times with air mauritius.

I hope the indian consumer complaints forum will take action against makemytrip and help me in resolving this fraudulent issue.

Thank you