This is with reference to services acquired from Y-Axis for me and my family relating to the Australia Skill Stream Visa. The same was purchased after paying full amount of INR 80, 855 as on 1st April 2023.
The same was done after communicating multiple reservations and personal constraints regarding delay in services post receipt of payment. I was provided assurance from the sales team that constant communication and connection will be provided and necessary support and guidance will be given.
I wish to formally raise a complaint regarding lack of quality of services offered and hereby raise a request for complete refund.
I was shocked to witness the appalling lack of service and support provided post receipt of funds. I was transferred to a consultant Manvika who was for the most part unavailable. I raised multiple complaints previously as well to the sales team for the same but nothing changed.
Mentioned below are the serious concerns faced in just 25 days of subscribing to Y-Axis services –
1. Absence of Consultant – During the course of 25 days we were unable to contact the consultant on call and would not receive responses on email even after 5+ days. We had to literally hunt down consultants on phone, WhatsApp, and email just in the hope of receiving a reply. The consultant even made excuses by stating she did not receive our emails.
2. Incorrect Information provided – The consultant provided a long list of documents required in the customised checklist. Upon questioning the consultant on various items, she mentioned these are not required at all. We are still awaiting an updated checklist which is rectified. The consultant also instructed us to upload the documents on the Y-Axis portal which does not work (all documents uploaded would not show up anywhere). Upon raising a query again with the consultant, she denied ever asking us to upload the documents on the portal. Which is documented on email.
3. Lack of Support – On multiple occasions we raised questions/queries regarding documents but we have received no response. The only reply we get are templated and copied from public documents available. We even got commitments on email regarding response within 1-2 business days regarding documents uploaded and questions raised but no response received even after 1 week. The consultant reverted to templated responses.
We raised a formal complaint and request to issue a full refund with Y-Axis. To which Mr. Ali Asghar (Team Lead - Australia Process) accepted the shortcommings and informed case has been forwarded to concern team for refund.
It has been made clear that these are just delaying tactics on their end since even after 15-20 days post raising a complaint the same could not be resolved nor did we receive any call from their refund team.
All emails and documents to substantiate the issues raised are with me and can be shared as necessary in consumer court.
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