[Resolved] Ola Cabs — Driver charged fare twice

Baldev Shahani

from Chennai, Tamil Nadu

Address:	560005
Website:	Ola Cabs

On 3rd April 2016, I booked an Ola Cab from my mobile app for dropping a close relation from Fraser Town Bangalore to Bangalore Airport. I was present at the time of boarding the passenger into the taxi (Indica with driver Riyaz Mohammed) and it was clearly mentioned that the payment for the ride would be in cash.

I had a SMS from OLA that the amount had been debitted from my Ola Wallet - CRN[protected]. Since I could not contact my relation immediately, I kept the feedback on the driver pending.

After ascertaining that the passenger had paid the driver in cash, I put in a feedback of single star rating and also stated that the driver had cheated by accepting payment in cash and deducting from the wallet. Normally Ola will immediately query about reasons for single star rating - I did not hear from them.

When I returned to my home town Chennai on 29.04.16, I lodged a complaint regarding the same. However Ola management (Ms. S. Radha) informed that Your request (Ticket 4731637) has been resolved. as per following message

=QUOTE=
Radha S (Ola Cabs)
May 2, 11:20 AM
Ola Baldev,

Thank you for choosing Ola.

This is in regard to the booking CRN[protected]. As per this CRN, we understand that you had paid extra to the driver. We apologise for the inconvenience caused due to this.

As per our investigation, we found that the driver did not collect cash of Rs 749/- from you. Hence, we are unable to refund. Team Ola regrets what happened and is working on every possible parameter to ensure situations like these are minimized.

We would like to inform you that as per Ola policy refund cannot be processed after 15days of ride taken. Our system does not allow us to process the refund if it is more than 15days.

Thank you for your patience and understanding.

Please reply to this email if you have any questions. We will be happy to help.

Thank you,
Radha S
Ola Support
=UNQUOTE=

I queried OLA as to how they arrive at the conclusion “As per our investigation, we found that the driver did not collect cash of Rs 749/- from you”.

Also whether there were any earlier complaints against the said driver and that I was not informed about complaint resolving procedure within 15 days

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May 5, 2016

Complaint marked as Resolved

Dear Sowmya PA, Thanks for your response and action. I acknowledge that amount of Rs. 749 has been credited to my account and my complaint has been satisfactorily resolved. Rgds, Baldev Shahani From: Ola Support [mailto:[email protected]] Sent: Thursday, May 05, 2016 10:50 AM To: BS Subject: [Ola Support] #4731637 - CRN 211373511 ##- Please type your reply above this line -## Your request (Ticket 4731637) has been resolved. Sowmya PA (Ola Cabs) May 5, 10:49 AM Ola Baldev, Thank you for reverting. I am sorry to know that you have paid cash to the driver and your Ola money was also debited. I have initiated a refund of Rs.749/- to your Ola money account. I assure you that the money would reflect in your Ola money account while you are reading this email. You can use this amount on your upcoming Ola rides. Please note that we have forwarded this to the relevant team who will work towards minimizing this issue in future. I would be happy to look into any other concern you may have with regards to this ride. I value your business with Ola and we hope to provide a great experience on all future rides. Please reply to this email if you have any questions. We will be happy to help. Thank you, Sowmya PA Ola Support