Ola cabs – Incorrect billing and bad customer support

I had recently booked an outstation ride from OLA for my relatives. The estimate was 7000 for the same. I received an SMS with the Kilometer reading, before starting the ride. On completion, the fare was 14000 which was double the estimate. Since I was not in the ride I was unable to see how the driver closed the ride. I should have received an SMS with the end Kilometer reading – this did not happen which is the first lapse with the OLA process. The driver asked me to pay him and take up the issue with OLA since it was an issue with the billing – so I paid him: this was a blunder as I have now come to realize. On raising a complaint with OLA – I was told that the issue would be resolved in 72 hours. There was no subsequent follow-up from them and I had to reach out to them multiple times with no result. So I tweeted on the same in Twitter – following which I got a call from Twitter OLA support acknowledging that a mistake had been made by the driver and that action has been taken against him. They also requested my bank details to process the refund – which I promptly shared. Oddly on the same day I got a mail stating that the ticket has been closed and that no refund would be provided! On calling ola support and sharing the image of the twitter conversation(check attachment),  I was again promised it would be resolved. But again nothing happened. Multiple tweets and calls later – today I’m told it would take a “month” to process the refund. Is that even acceptable in this day and age? Now I have lost hope of getting the money back. This whole episode reeks of bad support and bad process on the part of OLA and I feel cheated. I hope this complaint does something to resolve this issue and restore faith in consumer protection.

Tarun Umashankar
Bangalore 560037, Karnataka
Email: uxxxxxxxxxxx1@gmail.com



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