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Railyatri — Not possible to initiate refund

Writing review on 30/11/21. booked ticket on 29/11/21. wanted to cancel it. Followed instruct on website. Tab for initiating cancellation isn’t clicking. Only tab to track refund opens. I entered details in that and nothing came up. I have recorded video of the same. Downloaded app. Ticket doesn’t show in my orders section since it wasn’t booked from app. Not possible to cancel on app. Called their customer care number which I had to google. It’s cleverly not mentioned in the contact section of the app. When selected railways option on call, says they don’t have enough agents because of COVID. I selected bus option hoping for help. That man told me he had no idea about train tickets but would ask the train people to contact me. No one did. I emailed them, left comments on Insta and sent a private message on insta messenger and FB messenger. No reply since yesterday. The train is scheduled for departure on 1/12/21. Later they will probably say it’s too late to cancel.
Pathetic customer service. Refunding tickets is not possible and they advertise as if it’s the easiest to refund with their website. I have tried 5 numbers to reach them and failed.
In case they do get back to me and help, I will update.
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