Ola Cabs / Ani Technologies — Dropped me mid-way and charged entire amount

CRN NO.: [protected]

I had booked a cab on 16/05/22 at 08:49 PM from Hungerford street, Kolkata with two drop locations but to my surprise, after the ride started, it showed the end location only on the driver's phone. (Screenshot added, clearly showing 2 drop locations and only dropped at the final one). As he had to follow the company's rules he dropped us only at the end location and I was charged the entire amount of Rs. 436 by the app.

I had to pay the driver the entire amount and then book another cab for the 1st destination at the surged price because it was very late at night and I had no option left. Additionally, I paid triple the cost that night with excessive harassment.

When I called OLA consumer care on the 16th of May, to file a complaint about the issue they said it will be resolved within 24 hours they have recorded the complaint but one week went by with no update at all.

I called again yesterday[protected] to understand why no action was taken on my case, the complaint was not even filed as stated to me on the previous call. Furthermore, I had to again wait on call for 30 minutes online and then know that nothing can be done since it was an application glitch which they will try to minimise. The employer was very rude and blamed it on me saying that it happened because my app was not updated and I need to bear the entire cost since it was my fault. If that had been the case then why was that featured displayed in the app to me? Secondly, I am using the app for a long time and it was not the first time I added two locations so if my app was not updated it should have happened before as well but it didn't. Lastly, I had to pay for a ride I did not take to one location and as a consumer, I was asking for a solution which is not wrong and the employee saying that nothing can be done is absolutely unfair.

This was absolutely unethical behaviour by the company and its employees blaming the customers for a glitch in its own app portal. I did not get my money back and additionally had to face so much harassment for no fault of my own. I would like to bring this matter to the notice of the concerned authorities and get a resolution for the harassment faced by me because of the company.

Thank you!