Ola Cabs / Ani Technologies — Wrong application of cancellation penalty while it was due to driver's denial to pick up and also denial to cancel at his end

Dear Sir/Ma'am,

On 05.10.2021 I booked a cab from Rajouri Garden to Karol Bagh (booking id CRN [protected]).

But, as per normal course practice (which I have faced multiple times), the driver called me about the destination and after intimating, he refused to pick. While I told him to cancel as he already had kept me waiting for long (while it was showing 2 min as per app), he did not agree to cancel himself.
I reported the issue to OLA through their online support, however as usual apart from being sorry for the inconvenience, so steps were taken.

After waiting for more time, I had to cancel it and take another cab as a lot of time was wasted there (far greater than the waiting time the app was showing - almost 15-20 mins). The cab's location was nearby somewhere but on asking the driver did not reveal the exact location too. my location (intimated to the driver) was just beside the main road.

Later on, to my surprise, OLA had charged me Rs. 50 for cancellation.

Now, I tried to contact them to intimate about the wrongly charged about and to refund the amount as well as to take necessary steps against such driver, post check his location history and our recorded conversation, no options was there as it was showing not eligible to raise a request for refund. I also marked mail to OLA intimating the details, which is not even acknowledged to date.

Now, my simple query is, while their driver has not agreed to pick up, not agreed to cancel, even after waiting for long what option is left to the customer.

Moreover, this process wasted a lot of my time almost 20-30 mins or more.

Request you to kindly intervene and let me have justice.

One more request, now a day, often OLA drivers call to know the destination from the client as they are not provided with the same by OLA in beginning (unless OTP is provided). After listening to the destination name, many times they cancel the trip (if even accepted and the customer waits for a long for the ride), in case, they call before accepting the trip, they often cancel the same and the same does not get recorded.

This has become a very bad side of OLA now a day and often customer suffers in terms of faith and time loss.

While the company is making a profit out of business, such serious irregularities must be addressed and resolved properly. If customers are charged for trip cancellation, why customers are not paid while drivers cancel the trip post accepting and keeping clients waiting?

So, please let me receive back the wrongly deducted Rs. 50/-.
Compensation for mental harassment and wasting my time for claiming refund and justice.
A penalty of Rs. 50/- for each even where the ride was canceled by driver post-acceptance and post keeping me waiting (Booking IDs:
07.10.2021 – CRN [protected],
05.10.2021 – CRN [protected],
24.09.2021 – CRN [protected],
13.09.2021 – CRN [protected],
26.07.2021 – CRN [protected],
24.07.2021 – CRN [protected],
18.07.2021 – CRN [protected],
18.07.2021 – CRN [protected],
14.02.2021 – CRN [protected]
11.09.2020 – OSN[protected]
...any many more which are not reflecting his app history currently, OLA could provide details from their user-wise database.

For evidence, just request for all call recording clips during that time. All chat histories and all complaints I made that time, timeline of car location from map.