[Resolved]  Sterling Holidays Resorts — unauthorized debit from credit card

My membership id is 1234781.
Sterling holidays debited my husband's icici credit card on 07.06.2018 for an amount of rs. 10498.00 without any authorization. We have not authorized sterling for any kind of deduction from the credit card without proper authorization, by doing so they have violated the rbi guidelines for two factor authentication. Matter was reported to customer care of sterling and to their customer relationship manager at kolkata office mr niladri dutta.
Now, sterling has reverted that they will keep the amount as cancellation fee although there is no mention of cancellation fee in their document. Only because we paid the first installment through credit card they had our credit card no and deducted the amount rs.10498 without authentication from our end. This is unethical. Also, earlier their sales executive md. Imran informed that after 1year, emi payment is upto us, that we pay in cheque or net banking. They did not inform that it will be autodebited. Declaration form may have been forged.
Their kolkata office is still saying that they are looking into the matter and we can expect refund or adjustment. Their head office and kolkata office have different stories to tell.
In the end, please note that i have documentary evidence how the sales executive named md. Imran has made many false promises, so forging a declaration form is a nothing for him.
Please refund the amount as sterling holidays cannot declare at the time of dispute that the emi deducted is now converted to cancellation fee. Their after sales team should have contacted us for emi regarding payment. If we do not pay, simply cancel the membership. We want a full refund at the earliest so that further escalation can be averted.
Regards
Ronkita baruah