Ola Cabs / ANI Technologies Complaints & Reviews

I have been charged twice by Ola for the same ride. I paid 874 via PhonePe (which was first wrong itself because that was more money than initial charge shown to me on the app) on which the money got debited from my bank account via PhonePe, and I received the notification for the same. But the app continued to show 'Payment Pending' and the driver locked the door and forced me to pay 712 in cash.
Attached are two receipts: first for the first payment and second for the second payment.

We booked ola on 01/05/2022. Cab number MP04 TA 7894 driver take the ride after pick up he didn't ask for OTP and starts the ride, we were in hurry to pick up the train so we forget the OTP share. When ride ends and no bill generated then I realized that driver did not ask for OTP, now the driver Arun yadav ask for money and he called his friend at bhopal station. We were with family so did not argued more and paid 450 Rs for a 15km ride. Strong action required against this kind of drivers.

Today morning I booked an ola cab to the airport for one of my clients and I said will do an online payment, but the ola driver (Mr Suresh) asked not to do an online payment once the trip is over. I will share a PhonePe, please transfer it there.

I understand I should have paid from the app but the driver objected to doing so.. Requested to do PhonePe

Once the trip is done. He has said to the client that payment is not done please pay cash.

Actual ola cost: 980 Rs
Collected cash from my client: 1200 Rs
I did PhonePe: 1100 Rs

Later called me and asked for an online transfer since the payment is not done yet

Asked me to transfer along with the tip, so I was happy to give him a high rating and also transfer money to PhonePe no: [protected]. Due to his kindness but taking an advantage of ola user

I would suggest the ola team block his monthly payment and resolve the issue. And take disciplinary action against him

Required documents are attached.

Regards,
Naveen

I have paid the money twice through PhonePe, once to the Ola app and to the driver mistakenly. The fare price is Rs.164 and i have paid Rs.164 twice.

Ola service is getting worsen day by day. their tele caller keep calling me for due which is just their system issue and on mail they have agreed that they is no due on me.
Now I am getting many calls everyday which I started avoiding and blocking all WhatsApp msg which they sent me regarding threat of Cibil score and executive visit home for recovery.
To all the executive which I have spoken from last 75 days, I asked them that if you know this is ola system mistake to why don't you stop these calls and WhatsApp, but none was able to do so.
Ola is good till you don't comes with any dispute and then its nightmare for customer to deal with dispute.

Date of Incident - 25 Dec 2021
Ola Booking number - CRN [protected]

There was issue in the app and a higher fare was shown for my outstation ride. For this I raised a complaint with provider on the same day (Ticket number[protected] and they agreed to refund Rs.2064/- as well. (Screenshot attached for reference) for ticket.
For the refund I opted to get refund in my bank account and shared required details with the team.
The request was closed with comments - Refund initiated and I will get my refund within 7-10 days.
I waited for 2 weeks within which I haven't received the refund.
Post that I have raised another request and another after that; and followed up team multiple times by sharing the transaction statements.
Below follow-up tickets were raised, which were closed for asking me to wait for 7-10 working days for refund -

[protected]
[protected]
[protected]
[protected]

Till date I am yet to receive refund.

Desired resolution - to get refund in bank account asap

I have requested for cancellation of my Ola E scooter on 1st April 2022. Ola has a policy of 7 days refund but have still not received a refund after 29 days.
The company has no working phone number or customer service number.

Yesterday I took a ride through ola cab and paid cash for ride to the driver but it's still showing as pending for payment

I would like to submit a complaint against OLA, despite explained to many executive regarding my dispute which is OLA system issue, they keep sending SMS, WhatsApp, email and calls.

I don't know why they don't want to resolve the dispute and why they don't have any system to stop all those msg if they acknowledge that dispute is due to their system fault.

Rental rides fare shown for 1 hour/10 Kms was Rs.249 however driver took a longer route and final fare was Rs.598.
Date of ride - 16 March
CRN# [protected]
Issue highlighted during the ride and after completing the ride however Ola did nothing since then. They are justifying peak pricing and low availability but the increase in fare was not displayed while booking the rental ride and even after multiple emails and reminders refuse to take any action and correct their wrong doing in fact they are supporting this unethical practice by conveniently establishing their cheating.
I need the fare to be corrected immediately.

He took 400 from me but total amount is shown 230 on the app when I asked why extra charge he said talk to ola and rushed . Now ola is not taking my complaint . Please help me out

This will be my biggest mistake of my life to buy Ola Sooter as they don't have any customer support service nor they don't reply to any email.

I use Iphone 6 for which I have observed that even if I select payment mode of OLA money or cash, my amount deducts from postpaid, Now I am not sure if this is a bug that OLA needs to resolve or some other issue but I this has happened to me quite a few times now.
One such scenario was when I took an Ola on 11th of Apr, 2022 which showed me a price of 882, I did select payment mode as cash, now It was too early for me to get a cab so after reaching to destination driver asked me to give him 900, I thought it is fare because there were no other cabs at such early in the morning. but after sometime I get a message that 882 is deducted from OLA postpaid. Now I have been raising this issue with OLA since 17th April, 2022 and never got any feedback about it and instead OLA charged me late fee amount of Rs 100 on 24th april, 2022.
Today again I called OLA and asked them to please connect me to driver or at least keep driver on conference call but they said Driver denied that I paid him the cash and OLA cant do anything about it. I asked him if he can transfer my call to his manager but he denied that too. now I am the one who has to pay double amount plus late fee with no resolution just because OLA doesn't have any solution

Cheat and fraud App ticket no.[protected]

Still haven't received my refund fake commitment from ola customer support proof

From "Dhanush K"

Hi Mayank,

Thank you for sharing the requested details.

We would like to inform you that we have forwarded your NEFT bank transfer details to our relevant team today and the amount of Rs 875/- will be credited to the bank account within 10 business days.

We look forward to serving you in future rides.

Thank you,
Dhanush K
Ola Support

I'm using ola money postpaid service for longtime. Recently, ola charged me for a smartphone insurance pack that I didn't take at all. I raised a complaint with ticket I'd[protected]. It's been 5 days till now I complained. But, i didn't get any reply from ola. They are changing for unknown transactions and looting the customers. Worst service by ola.

I have followed up umpteen times with Ola since 2 months and they are showing utmost complacency and have not closed my Ola money account.
I have sent almost nine reminders to them but they keep insisting on information which i do not possess like Loan Account number because ola never provided me with the same.

27th April 2022
Booking ID: CRN [protected]
Before booking the price was around Rs. 300/- but the billing amount was Rs 643/-
When contacted the ola support center, the customer executive disconnected the call without giving a proper solution.

I want a refund of the amount that charged extra

Hi,

My name is Visvanathan. I am writing once again since all my mails are not getting addressed properly. Is there any executive whom I can speak to?

I took a ride on March 28th. I paid the driver. I also got a payment invoice on my postpaid plan.

I have been writing to both these mails : olasupport and olamoney for resolution of this.

Nothing has happened on the above.

My account has been suspended.

I have also shared the screenshot of the money that I paid to the driver thru Gpay that day.

OLA can check their records that this is the driver who took me on his cab. And, you can see that I have paid him.

I am being asked to pay the postpaid invoice - which is a wrong invoice to start with.

Need help in closing this.

My number is : [protected] and I am available for any calls to close this.

Regards,
Visvanathan

2 year before i take raid with ola due to some how they have deducted the amount form my postpaid account Rs:-384. i paid to the driver through UPI Rs400/- they are start calling me for the payment which i have already paid regarding same i have mailed them and explain my issue the have raised ticket no[protected] they offer me to give the voucher for same amount i reject to take voucher i told them to adjust the amount which i have already paid they are denying to adjust and start calling me and abusing me for the payment till now they are harassing me by calling send sms callings my relatives i am getting harassed for noting please help me in his issue .

This is in regard to the Ola ride on 17th April 2022 from Secunderabad Railway Station to my residence (CRN[protected]). The ride (Prime Sedan) charges were Rs. 751 (The ride fare was not only higher than the estimated fare, but was twice the fare shown during the ride booking i.e., well within Rs. 400, Rs. 350 odd). The fare charges are deducted from Ola postpaid service for me as I have opted for this facility.

I am using Ola from 2015/16 onwards, and have used the services in major metro cities viz., Bengaluru, Hyderabad, Delhi, Chennai, Kochi etc. The distance from Secunderabad Railway Station to my residence is hardly 8 km, the travel was on a normal Sunday afternoon, with no rain or any unprecedented / harsh weather conditions or unusual events, road block or any such festive occasions.

I was in utter shock on checking the Ride fare on Ola postpaid wallet, after completing my ride and reaching my apartment. As I had luggage and reaching home after a long week's travel, there was delay to check the Ola postpaid charges. Immediately, I tried to reach the Ola Customer Support, explained my situation and raised the concern that I was charged twice the amount, than that was shown during the ride confirmation. The representative was responding mechanically & showed no intention to figure out my concern. It was informed that the increase in Fare is due to peak pricing / peak hour charges. As I was not convinced with the verbal statement, I asked the representative to provide me with the fare break up. This too seemed vague as I was not convinced, I asked to escalate the issue to the next level and connect to the representative's supervisor. She responded that the supervisor is tending to another call, and will arrange for a call back in an hour's time in this regard. There was no call from Ola on that day (17th April 2022).

Further, I waited for a day or two, after which I tried to connect to the Ola representatives, again explained the whole concern & the previous call with Ola representative on 17th April 2022. The Ola representative, assured that she would arrange for a call back and shall try to resolve the issue. I did not receive the call back from ola & neither was the issue resolved.

Third & fourth attempt to connect to the customer service went in vain as well due to poor network connection & could not hear the ola representatives properly. All the raised tickets were marked as resolved in the support section for this ride (on 17th April 2022) while, the resolution was not achieved.

Further, I took some time to understand the invoice and its breakup.

Contradictory to the statement made by the ola representatives during the first two calls, the invoice does not provide any details on the actual per km charges, fare break up & does not mention "Peak pricing" in the invoice. Instead my invoice mentions "Convenience fee". Thus, to understand what Convivence fee is & other terms, I checked the Ola FAQs. I wish to clarify that we had not utilized or availed Prime Play facility during the ride, we had booked only for a Prime Sedan ride. This is evident in the ride details.

The statements as in the FAQ are highlighted and enclosed herewith.

********************************************************************************...⇄
(Explanation on Peak Pricing as per the OLA FAQ

"What is peak pricing?:

Peak Pricing is an additional charge applicable when the demand for cabs is higher than the number of cabs actually available near your location. A variety of factors such as office rush hours, heavy rain, holiday or a local event can cause rise in demand for cabs which may result in peak pricing being applied on your ride.
Peak pricing is not a fixed charge and varies depending on the demand for cabs. For example- If the peak pricing applicable on your booking is 1.2x then your total fare will increase by 1.2 times. In some cities, during high demand time, revised total fare will be shown for your ride before you confirm a booking.
We at Ola believe in transparent pricing. You will always be informed if peak pricing is applicable on your ride before you confirm a booking.
If you feel that the peak pricing applied on your ride is high, you can try choosing from other cab categories available on the Ola app or or alternately try booking a cab from your Ola app after a few minutes.")

(Explanation on Fare & Fare breakup & Convenience fee as per the OLA FAQ

"I want to check my fare breakup:

You can check the total fare for your ride on Ola app by entering the drop location. On entering the drop location, you will be able to view the estimated fare for every cab category.

The total fare for your Ola ride is calculated by adding the following:-
- Base Fare - A flat fare charged up to a particular distance or for the first few kms.
- Distance Fare - The fare charged on per km traveled. Depending on the city, the Rate/Km may vary after a threshold distance or an extra charge may be applicable after a particular distance.
- Ride Time Fare -The fare charged on the total time duration of the trip from pickup time to drop time. This also includes driver waiting time before the trip starts, wait time in traffic or at traffic signals during the ride.
- Peak Pricing (if applicable)-Peak pricing is applied on standard fares depending on the time of booking. It is not a fixed charge and varies as per the demand for the cabs in your area.
- Advance Booking Fee ( if applicable)- Advance booking fee is a flat amount charged on all Ride Later bookings.The fee will be added to your ride bill on completion of the trip.
- Access Fee (if applicable)- Access fee is applicable on auto rides. It is a fee charged for availing the Ola platform.
- Convenience Fee (if applicable)- Convenience fee is applicable on Prime Play rides for providing you in-cab entertainment. The fee may vary from city to city. You can check the Total Fare breakup (click on the ‘i’ icon ) for the convenience fee before confirming a booking.
- Airport Charges (if applicable)- A surcharge fee may be charged for airport pickup and drop (depending on the city.)
- Toll and Parking Fee (if applicable)
- Taxes (as per the state taxation rules)

Note - Base Fare, Distance Fare, and Ride Time Fare may vary depending on the demand for cabs during that time and the cab category selected. You will always be informed before you confirm the booking of any fare increase (if applicable).
You can always check the invoice sent to your registered email id for understanding the fare breakup of your ride.")

********************************************************************************...⇄

My conclusions from the conversations with the Ola Representatives, understanding the invoice break up & FAQs posted by Ola in the Ola application are:

1. I have not utilized Prime play services, thus my fares shall not be booked for "Convenience fee" (Rs. 201.13).
2. While booking, it did not show the peak pricing in the application, thus my fares cannot be escalated without my knowledge or as mentioned in the FAQ considered without informing the user (me) prior to booking. (Neither the amount charged for peak pricing is mentioned in my Invoice). If any amount is deducted in this regard, this has not been transparently communicated to the user / rider. Also, the duration, distance & time of travel does not account of any unusual circumstances wherein charges could be escalated.
3. I am confident & sure that the price was nowhere in the range of Rs. 400s or Rs.500s, while booking let alone Rs.751.
4. There is no transparency in the fare charges and I have been charged wrongly for the ride.
5. The ride was within city limits & on a normal day.
6. Further, " Transport Hub Charges" are mentioned to be applicable in special zones like airports in the invoice. Thus, Rs. 40 + GST towards "Transport Hub Charges" is not applicable in this ride (The ride was not made from airport).

Further, the customer support team is treating the customer queries languidly and there is no prompt response / redressal to the issue, the tickets raised were marked closed in the Ola application without resolution.
This is my first experience, wherein there is no transparency in using the Ola app. I would rather be happy to pay a normal taxi driver who would upfront ask me for whatever fare he asks, than be deceived in this manner. The core value of Ola Service is being deviated from.

This was an absolutely unpleasant experience and I am not willing to pay the extra charges imposed without information.

The Ola Customer Support is upfront denying that rates were not modified. The Ola is not providing resoultion to the issue, as promised in their application & is not transparent to their customers.