RBL Bank — Unauthorized Credit card charges - Reversed

Address:

Bangalore

Dear Concerned Person,

I had a transaction dating 16th Oct 2020 towards FLIPKART PAYMENTS amounting to Rs. 40, 914. Since I didn't receive the product on time the order got cancelled. And repayment for the same to RBL from Flipkart happened on 27th Oct 2020.

1st Interaction with RBL Team: I received the first statement on 14th Feb 2021 in negative value i.e., Rs. – 17, 277/- soon after I received the statement I spoke to customer care executive. It was informed to me that since I had opted for EMI I will receive statements in negative value until EMI ends and since the order is cancelled and the amount is fully reversed by the merchant it will be shown as an excess amount and I need not pay anything and similarly I did not pay anything until May 2021.

2nd Interaction with RBL Team: I received a statement in the month of May’21 amounting to Rs. 1, 971/- post this I immediately spoke to customer care and explained about first interaction with customer care team as well, executive stated that the EMI account was not closed and hence you have got the statement. However, he informed me that he will raise a request for account closure but you will have to pay the current month statement amount and once the account is closed you may please call us back & we will give you the refund.

3rd Interaction with RBL Team: After making the payment and getting an email from RBL for EMI account closure. I spoke to the customer care executive as instructed in my 2nd Interaction. But the executive informed me that the call centre will not be able to process the refund request and informed me to send an email to [protected]@rblbank.com, I followed the same instructions and sent an email on 11th June 21 with my concern and also requested for a refund of 1971/-.

As I did not receive any revert for 2 days, I wrote back a reminder on 13th June 21, I received a call from RBL bank email team on same day and got to understand that I will not be eligible for a refund and I will also be getting a statement in June for an amount of Rs. 9766/. When I probed her for more clarification & explained to her about the communications I have been doing with customer care executives, the executive informed me that she will not be able to check previous conversation history & all she can do was to take a request for giving me a break of my credit card account.

These are the Case ID’s : 30959677 and 30957871 of previous communications with the RBL team.

After all these communications, since i did not receive the proper revert, i wrote email to [protected]@rblbank.com and
[protected]@rblbank.com on 19th June 21 seeking explanation, there's absolutely no revert from the authorities except an automated email confirming the receipt of my email.

Since the instance is a clear example of absolute lack of communication from RBL and unequipped executives handling the customer grievances with incomplete information which had led to this issue. In this case the Bank has not informed me to either close the EMI account or help me understand why and how I have been charged for this. Request you to wave off the amount of Rs. 9766/- and initiate the refund process of Rs. 1971/-.

Regards,
Sushma S