Bengaluru Metro Rail Corporation [bmrcl] — They refused refund on my ticket by delay and ignorance

Address: Sriramampura metro station

Respected Consumer Redressal Forum,
The following is my compalint:
My meteor card was damaged and hence I had to buy a new metro card at the Sriramapura metro rail station. THis was in the month of February 2022. The counter gave me a receipt with the old damaged card number as I had a balance of over 450 rupees on the surrendered card. They promised that the transfer will happen in 5-6 weeks. Every time I followed up there were different people at the counter and they were busy with customers. They kept searching the register and said it is not there yet. Then in the month of May, they said the time is over. I again checked at other metro stations for which they asked me to raise a complaint. I raised a complaint they noted in the register again the person to whom I complained was not present. As I am working and leave in morning busy hours and return late. I had to travel out of the city for work in June and July. I cannot afford to waste that 450 rupees, please arrange to refund the amount to my current card. Also, let me know the escalation point as no one in the local stations or counter seem to be of any support or help.

I was not informed of who the authority would be I took their mail address from a display board, and there is a calling helpline number where there is no response. Today I recieve a response form them as below:

[protected]@inmail.aavaz.biz
6:53 PM (1 hour ago)
to me

Dear Sir/Ma’am,

This email is further to Complaint #20069 registered through Travel Help.

We Would like to inform you that as per Business Rules of BMRCL, you have to collect your URC amount from the station within 60days after the submission of your unreadable card to the station. It has been observed that you have not collected from the station which is beyond the waiting period as such the amount is lapsed.

We regret for the inconvenience caused to you in this regard.

Thanks and Regards,

PruthviraJ,

Namma Metro Travel Help Desk,

[protected].