It was a nice Tuesday morning. I have a flight at 8:05AM in the morning & I have reached at 6:00AM, comfortably ahead of time. When I tried getting in at the gate, the guard pointed that I have the air ticket for April 14 (that day was March 17). So I rushed to the Indigo counter for rescheduling the flight. I was not exactly running out of time, but surely, I cant afford the luxury of lot of time in hand.
I was pleasantly surprised when the person at counter told me a figure of Rs 1371 as the extra amount that I would need to pay for rescheduling. It looked small amount but I was happier because the plane had some empty seats.
But then, the inevitable happened. I had given my Kotak card, it was swipped, I got a confirmation SMS & I was told, the money has not come. This time, I handed over my Axis bank card & the payment went through.
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This is not exactly the first time this happened with me. It has happened once before at Brewsky, Sarjapura Road, Bangalore. That time, I actually had luxury of lot of time, so I took it in writing from the Brewsky authorities that they actually have swipped it twice.
When I followed up with Kotak bank & sent them a scanned copy of the letter, I was being told that one of the transaction has not been claimed by the merchant & they have 30 days. If they dont claim it during that time, the money will be refunded.
So I have to wait for 30 days & if the money does not come back, I need to then go check with the merchant if they have claimed the transaction (mistakingly) or if Kotak guys system malfunctioned & the money never came back. I hope you see the point.
Now this time, instead of writing an email or calling Kotak bank, I thought of writing this open letter. If you are a concerned person at Kotak, please put up a reply to this blog post as to what is your stance on the problem. I have realized that ‘open communication’ generate better & more effective response than closed (email/call) communication.
Thank You
Ashish Kumar Sharma
CRN No - 47383561
Phone - 9538384545
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Email from Kotak on April 12, 12:44 PM
Below is the first email communication from Kotak
My reply below
Dear Kotak authority,
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I am not in receipt of any acknowledgement from GoIndigo. Neither I had time to do so.
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As per the screenshot, you have the transaction number which you can yourself check with Indigo. So I do not understand why you are insisting on me doing the job that ideally should be done by you. It wasn’t my mistake & sorry I refuse to do your job.
While I appreciate your stance of willingness to return back the money (unlike the previous time where your executive clearly mentioned that it is a Visa rule & nothing can be done), I would like you to take some more pain of verifying it yourself & hence ammending your system mistake.
Kindly acknowledge.
I suggest that you put a reply to this blog post in the comment as it will project a more pro-active & customer friendly approach. Please remember - do not call.