Tata Motors — Denial of Road Side Assistance during car breakdown

Address:

Trivandrum

Hi,

I am a tata Nexon owner and my vehicle registration number is KL01CP8106.
On 5 th October 2022, on my journey back from Pondicherry to Trivandrum my car broke down around 6:30 pm. The speedometer display behaved abnormally and displayed "ENGINE LOCK" message which comes and goes repeatedly whenever I tried the ignition.

I contacted TATA RSA and a customer care representative Mr.Kulkhit attended the call.
Mr.Kulkhit insisted that I pay an amount of Rs.885 for RSA. Since there was no strong mobile network I asked him whether I can make the payment to the mechanic as cash, but he again insisted on making the payment through online banking. So I walked some distance where there was strong mobile etwork and made the payment.

Then he told me to wait for a maximum of 90 minutes.
Even after waiting for two hours nobody came, then Mr.Kulkhit made a conference call with a guy Mr.Saravanan. He said he is the service manager from Derik Tirunelveli. Then Mr, Saravanan called me and asked me to push the car and try starting and told that there is no technician available at this moment and they are trying to get someone.

It was already 9:30 pm and me and my family were standing in the road hoping RSA would help. Finally I somehow managed to start the car without RSA support and travelled 140 kms to trivandrum.
Mr. Kulkit never called back after the conference or never made sure that I recieved RSA.

This is a serious mistake from Tata Motors and it was really a terrible and horrifying experience for me.
Today I asked for the refund of Rs.885 and the customer care agent told me that the refund will take 15 working days.

I need explanations as to why I didn't get any RSA as promised by Tata Motors even after making the payment.
Also about the refund, my hard earned money which should be refunded now itself which is taking 15 working days.

Without getting any service from your side how can Tata Motors keep my money for 15 working days?
This was a terrible experience for me and I totally lost my trust in Tata Motors.

I request you to consider this as a serious case and kindly send a technician to find the technical issue of the car because till now no technician has ever called or inspected the car after the breakdown complaint has been registered.

Please consider this request and make necessary arrangements at the earliest.

Regards
Kevin