Zoomcar — Pathetic first experience

This is regarding my first trip(JPS6NXR2Z) with zoomcar on 30 Dec 2020, which was a pathetic experience for me.

Initially there was a mistake from my end while booking the ride. I had booked the car from 10am to 12pm instead of 12am next day. This I realised when one of your representative called me at around 2pm. She then explained me that late fee charge of Rs.300 on hourly basis would be charged. The same I got in a message.

Since there was a mistake from my end I totally understand that I would have to pay the penalty and I was okay with that.Though I tried extending the trip from App it didn't work as it showed vehicle was not available. So the only option left for me was to pay for the number of hours it was delayed. I thought of doing the payment once we reach back to the pickup point and calculate the penalty amount accordingly.

The problem happened when the vehicle was locked from your side and was stopped which further caused delay in returning the vehicle.Then I got a call from your representative saying I need to pay 650 per hour late fee charge. This is clearly not the same penalty charge which was communicated earlier to me via phone call or message. But ofcourse when you guys block the vehicle in the middle of the journey customer has no other option to pay whatever charges you ask to pay. So did I do. I payed the full amount of 5804(late fee + late charge). So the total amount which I had paid was 10, 672rs and the refund amount shows 1379rs after deducting 1120rs excess km charges. This is not at all fair. If someone had also booked the same car the panalty should be per day charges not per hour charges. It's like you are using customers mistake against them to take all their money. You are looting customers for their small mistake.

And it's not finished yet, now all drama starts after I had payed all amount. Vehicle is still not unlocked. I waited for 10mins and then tried reaching your representative but he doesn't pick up the call. I called him around 10 times, till now I was able to atleast call him but after that he just blocked my number. Instead of helping your customers your representative just ghosted us. I am attaching the call details for reference. This I can say because the same number when I tried from my friends phone it was able to connect. I am attaching the call details for the same for your reference. I was not expecting such kind of treatment from your side. Is this the way to treat your customers. Instead of cooperating customers your representative started showing his ill mannered behaviour. I had to seach online to get your customer service number and call to get the vehicle unlocked. No courtesy to call customer back after the payment was done to ensure there are no issues to unlock the vehicle. This entire process took around 40mins which further delayed our time to return. This delay is clearly caused from your side, why am I suppose to pay for this.

The overall experience was horrible for me. I want my pending refund amount 1379rs and also calculate the penalty 300rs per hour as communicated over phone call and message and refund the remaining. Also remove the late fee + late charge for the 40mins which I lost beacuse of you guys.
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