Oyo Rooms — Refund unprocessed even after 45 days of acknowledgement to process refund

To summarize the issue, this has reference to Booking Id: T9TA9571. I made a hotel booking through Oyo Rooms upon making full payment. However, on the day of the stay ( 16th Mar, 2023), the booked hotel denied service citing it's overoccupancy. Thereafter, immediately I raised the ticket at Oyo customer support to refund the booking amount. Following my first refund request, I have already made umpteen reminders to the Oyo team through mail and as well reaching out to the customer care number. But, the response is really dismal to say the least. The mail chain entailing the communication in this regard is hereby attached.

Even more annoying is the fact that upon calling Oyo's customer care number, once the Oyo customer service representative figures out why I'm calling in the first 5–10 minutes, he or she hangs up on me or puts me on hold indefinitely on the pretext that it takes few cross-departmental approvals to process the refund. This call cycle has happened umpteen number of times consuming at least 2-3 cumulative hours of my precious time.

Furthermore, even upon recent logging through the Oyo App, it furnishes that there isn’t any existing refund ticket pertaining to the booking id (refer the attached snapshot of messaging with Oyo help Assistant on 29th April, 2023).
All the aforementioned pieces of evidence showcase a clear lack of intent on the part of Oyo to refund the amount for a clear cut case of refund. The fact that Oyo customer care team acknowledged the refund process
(refer mail chain) bolsters this fact.

Since Oyo Rooms is aggressively trying to position itself to cater to a wider Indian hospitality market, this is a clear breach of trust from Team Oyo, and an imminent sign that this will happen to many more gullible customers in the future. The shady and unclear way with which Oyo functions should be nipped at the bud.

I sincerely request Consumer Forum to gravely look into the subject matter and take it up with team Oyo to amicably resolve the issue.