I had purchased a phone on no cost EMI in 2022 but had to cancel the order immediately due to wrong delivery address.
Processing fee of Rs 199 + 36(GST) was charged for EMI conversion. But as the order was cancelled, I requested them to revert the processing fee.
To my surprise, processing fee was reversed but GST was not reversed. I wrote to customer care(L1 support) and they replied saying GST will not be reversed under any circumstances and it is mentioned in terms & condition document. Yes, this is still there in terms & condition document.
When I checked with finance ministry (GST) and they confirmed that if charges are reversed GST should be reversed.
Then, I wrote to L2 support & then to nodal officers but they reiterated the same reply of L1 support. Finally, I complaint to RBI Banking Ombudsman and they reverted GST. It took 4 months.
I am sure RBI must have received such complaint multiple times yet I see RBI is not directing HDFC to update their terms & conditions document.
Please refer Page 7 of attached HDFC Credit Card MITC.
Processing fee of Rs 199 + 36(GST) was charged for EMI conversion. But as the order was cancelled, I requested them to revert the processing fee.
To my surprise, processing fee was reversed but GST was not reversed. I wrote to customer care(L1 support) and they replied saying GST will not be reversed under any circumstances and it is mentioned in terms & condition document. Yes, this is still there in terms & condition document.
When I checked with finance ministry (GST) and they confirmed that if charges are reversed GST should be reversed.
Then, I wrote to L2 support & then to nodal officers but they reiterated the same reply of L1 support. Finally, I complaint to RBI Banking Ombudsman and they reverted GST. It took 4 months.
I am sure RBI must have received such complaint multiple times yet I see RBI is not directing HDFC to update their terms & conditions document.
Please refer Page 7 of attached HDFC Credit Card MITC.