ORDER (ID:22396564) — s NOT MY ORDER For your reference, I tried to purchase the Sandisk microsdcard through your portal on last Friday. I tried it twice and both the times, your system showed that the transaction could not be processed. I was under the impression that it is not processed, and as there was no confirmation from INFIBEAM I had booked the same order with Amazon.in on the next day and they have even delivered it today. On 23rd late night, I received sms from INFIBEAM intimating on the shipment details. I immediately called the INFIBEAM Helpline that I had not made any transaction at INFIBEAM (whatever I tried were failed transactions only), and hence, it could not be my order. Your executive who had first taken the my call around 11 pm had accepted of technical problems in your server last week. As such, I told him that I had tried twice, which he could then get from his system and confirm. He informs, that yes, my first try was a failure and the second try got processed only on the next day. I requested him to cancel my order, to which he put me on hold and discussed with others to inform me that I will have to pay 10% cancellation fee as per your rules. When I asked him, why should I pay penalty for an order that was not confirmed by your system, he had no answer. I requested him to transfer the call to the next escalation point, when the call was transferred to Mr Ajay Tejwan, Senior Customer Service Executive. I informed Mr Ajay that i) It was your system that reflected FAILURE of my transaction ii) Till date there is no mail from your end confirming the order, even for extremely delayed processing from your end iii) Your mail intimating the shipment was sent only 9.37 pm on 23rd June 2014 (refer trail mail) and Your sms intimating the shipment reached me around 10.30 pm on 23rd June 2014. I had brought to the notice of them on the irregularities in INFIBEAM system, IMMEDIATELY Then, why I should be penalised for no fault of mine? Mr Ajay Tejwan, the first escalation point, informed me that a) It is not INFIBEAM policy or responsibility to CONFIRM AN ORDER (even though INFIBEAM System has reflected a message that my order was not processed) b) It is my responsibility to call INFIBEAM to ascertain the status of failed transactions (in other words do not rely on INFIBEAM system message) c) It is my responsibility to check through my Credit Card transactions to check for whether the transaction has finally happened or not, even when it gets processed on a later date Finally, INFIBEAM does not have any responsibility of whatever happened and I will have to pay 10% as per INFIBEAM policy. It was “INFIBEAM” systems problem, yet INFIBEAM did not own it, rather transfers the blame to the consumer.

Full refund of the amount debited. Improvising their policy to truth

Complainant Information
name- sanjibkguha e-mail sanjibkguha@gmail