Need Help - An issue with kotak cc and IRCTC

[Fini7777]

I have no experience with IRCTC but here's what I understand about the issue:
Both Payment Gateway (PhonePe) and bank (Kotak) has confirmed that payment is successful but IRCTC denies any payment receipt. So, it seems issue is at IRCTC end and OP needs to chase IRCTC. If IRCTC is not supporting then next step may be complaining to PMO through CPGRAMS https://pmopg.gov.in/citizenreforms?language=en

Reply from IRCTC

Do u think I can get further assistance from IRCTC In this case?

 

[Fini7777]

First check your refund credit to your bank account or not because Kotak RuPay CC UPI refund many times credited to our 3rd party UPI app bank account link UPI.

No , no credits found in any acc

Now if refund is not receive then apply 2nd chargeback with all proof.

yes, done

 

[sjmajumder]

Reply from IRCTC

Do u think I can get further assistance from IRCTC In this case?

Don't think so. Try all channels that can be done from home without wasting too much time.
Complaint to PMO against IRCTC providing response from bank and PG. Complaint to RBIO providing IRCTC mail and bank/PG refusal to reverse.

 

[Abhishek012]

I hope Kotak buffoons know what arbitration is. Given the way they handled my EazyDiner case, they were completely unaware even at Nodal officer level that chargeback can also be filed for service not given. Arbitration is the next stage but they were denying everything only on the basis of transaction success or failure.

NPCI recently Implemente NRP & PRD process & arbitration guidelines on UPI - https://www.npci.org.in/PDF/npci/up...of-NRP-PRD-process-arbitration-guidelines.pdf

By the way, the amount mentioned in this circular is to be paid to the bank. Charges for Visa/Mastercard chargebacks are also incurred, which the banks pay. Nothing new, so don't get confused by seeing the amount.

Compensation has also been discussed in this circular -

UPI chargeback reason codes -

 

[popkorn]

Hello all,

On 21st October 2024, I booked tickets through the IRCTC app using my Kotak Myntra Credit Card. Here’s what happened:

1. First Attempt:
   • chose Cred and selected Paytm UPI in other upi options.
   • Chose Kotak RuPay Credit Card.
   • Payment failed, and tickets were not booked.
   • View attachment 77315View attachment 77317
2. Second Attempt:
   • Used PhonePe.
   • Chose Kotak RuPay Credit Card.
   • Payment was successful, but tickets were not booked. (I regularly use this option)
   • View attachment 77316View attachment 77317

I waited for more than 14 days and then raised a chargeback with Kotak Bank, providing all relevant IRCTC and payment recps to their Level 1 support team.

After 45 days, I received the following response from Kotak Bank:
View attachment 77314

I then reached out to IRCTC and raised a complaint. Their reply was as follows:


Following this, I escalated the issue with Kotak Bank's Grievance Redressal team. I received the following response:

My Concerns:​

• The merchant (IRCTC) has claimed they never received payment or authorization for the booking.
• Kotak Bank has rejected the chargeback without providing any supporting documents from the merchant to substantiate their claim.
• This is a genuine issue, and I have provided all relevant records to prove my case.

Request for Suggestions:​

What steps should I take now? Both the bank and the merchant are shifting responsibility, and my genuine claim is being dismissed. Your valuable suggestions and views would be highly appreciated.

Thank you.
@TechnoFino @SSV @Vasuki @Abhishek012 @VISHESH_BANSAL @Wealth is my birth right! @telescope @Tejo @cardioguy @CosmicCat @Ram1 @CardsCrusader @RAMESH BABU N @HumorSimpson @helloworld @Anupama_Jha @Himanshuch @4uziaul @drsel @jack333 @D₹V @BVC @vaibhav111 @Shubham Yadav

kotak has
the responsibility . Contact RBI if you are not having twitter. Avoid making payments through payment gateways. Use debit / credit cards.

 

[helloworld]

I forgot to mention here
In a telephonic conversation with kotak team they said that they closed this case in merchant favor and they did not produce any supporting docs to claim the txn success though they settled the case in merchant favor

It's totally a violation of RBI guidelines on chargeback and disputed transactions.

No issue just make a complaint, you'll get proper link and required support there. 💯 kotak only listen if you complaint there.