EaseMyTrip.com — Server issue not allowing to cancel the ticket and later wrong information being conveyed by EMT customer executive

I booked a train ticket via EMT. The journey was scheduled on 25th of March. But since, the plan got cancelled, I tried to cancel the ticket on 24th of March. But at that time, EMT prompted that due to server issue ticket cannot be cancelled, please try after sometime. I tried 3-4 times to cancel the ticket but everytime the same message was displayed. The next day when I tried to cancel the ticket, it prompted that since chart has been prepared so ticket cannot be cancelled. I checked the IRCTC website for the same and there it was prompted that since ticket was booked via EMT so nothing can be done via IRCTC side. Then on 25th of March itself, I called the EMT customer care number and asked about the same, so the executive told that since chart has been prepared so ticket cannot be cancelled. Then I asked the person regarding TDR procedure, so I was told that I don't need to do anything, the refund will automatically be credited into my account. I confirmed the same 4 times with the executive, but that person kept on repeating the same thing that I do not need to do anything from my side and asked to call after 48 hours to check the refund status. When I called after 48 hours, I am being told that refund won't be credited automatically, some procedure needs to be done. And the previous executive has given me wrong information, so the issue has been escalated, action will be taken against the previous representative for conveying wrong information and I will be getting back my refund. That person again asked me to wait for 1-2 days and if do not receive any communication from their side then asked me to call back. Today, it has been 5 days and I haven't received any communication from EMT's side, and when I called again today(31st March), the representative is telling me that since so many days have passed so nothing can be done now.

First of all, the issue was not on my side. I tried to cancel the ticket timely but due to EMT server's issue, it didn't allow me to. And after that, EMT customer executives are not clear and aligned on the policies. Every time one calls, they get to hear from a different representative and each one of them have their own story cooked up. And because of this customer is being harassed without any fault of theirs. Time and money of customer is being wasted because of EMT's fault.

I want the immediate action to be taken against EMT and want compensation against the mental harassment, wastage of time and money caused by EMT. I even have call recordings of all the interactions with EMT in case a proof is required to support my point.