I had booked 2 Tickets on 11/Mar/2020 with both in Essaar Travels. First Ticket through Amazon to travel from Chennai to Mettupalayam on 22/Mar/2020 at 20:10 IST. The Retrun Ticket (TP4B[protected] through redBus to travel from Mettupalayam to Chennai on 23/Mar/2020 at 20:15 IST.
On 22/Mar/2020, the Essaar Travel Agency called me and informed that there is a Change in Bus Dropping point that is instead of Mettupalayam I need to get down at Gandhipuram, Coimbatore. After few hours again the Essaar Travel Agency called again and said the Bus is Cancelled due to COVID-19 Curfew/Lockdown in Chennai. I asked about the Retrun Ticket with the person who called me and he said it is also Cancelled and I will receive a Refund for both the Tickets.
On 22/Mar/2020 at 18:00 Hrs IST, I received a mail from Amazon stating "Your bus booking has been cancelled as informed by the bus operator" and I received the refund as well.
On 23/Mar/2020 at 06:31 Hrs IST, I had received a mail from redBus (Case ID:[protected] stating "Bus Cancellation Initiated" which I did not initiate and it was done automatically by the redBus team. Later, I read this mail then checked in redBus Mobile App and the Case ID: 13640991 was listed.
I also raised a new Case ID: 13646700 from my side requesting for a Refund with selecting appropriate reasons in the redBus Mobile App.
I tried updating the Cases in the Mobile App asking for the status of my refund and there was no response from their side. Since there was no update, I called the resBus Customer Care on 28/Mar/2020 for assistance, they asked me the Travel Agency Phone Number from which I received the Cancellation Call and other required details. They confirmed we will escalate the issue and take necessary actions to resolve my concern.
On 03/Apr/2020, I updated the Case ID: 13646700 asking for updates and feedback on my Refund issue.
On 04/Apr/2020 at 15:07 Hrs IST, I received an SMS from ICICI Bank stating "Your Claim for Redbus Booking ID TP4B34952146 for Bus Cancellation has been rejected. I was surprised to see the message from ICICI Bank and then understood there is some Claim request placed by redBus team in the backend for the refund request. After looking at the SMS, I checked the redBus App and they had mentioned "During the investigation, we received the information that the Bus operated as per schedule. For this reason, we are unable to process a refund against your ticket" and the Case is Resolved. I reopened the Case and replied to them it is not acceptable.
I then called in their Customer Care and explained my concerns in detail to the agent. She said will check and assist me but after long wait the call got disconnected. I called in again and landed to a different agent, one nmore time I had to explain the issue to make the agent understand but she was not listenting to me and conveying the same sentence repeatedly. I suggested her to transfer my call to a Supervisor who can listen and give me some solution but she said there is no Supervisor available now in the floor. So she said will arrange a Callback at 18:00 Hrs IST and hung up my call. I waited for hours but no one bothered to call me on 04/Apr/2020. On 05/Apr/2020, I replied to the Case in the redBus Mobile App that I haven't received the callback as promised and I would take legal action against them.
Kindly request someone to look into this case and assist me in getting my refund thereby taking necessary actions against redBus Customer Care for their poor support. Thanks in advance.
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