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Submit your complaint →Bryan Dsouza accidentally paid ₹1111 instead of ₹111 to an Ola driver. Despite repeated follow-ups, Ola Cabs, HDFC Bank, and Google Pay failed to resolve the issue. Read the full complaint on Choice4Voice.com
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Complaint Summary : Ola Cabs Refund Complaint – Bryan Dsouza Seeks Help for ₹1111 Wrong Payment
| Customer Name | Bryan Dsouza |
|---|---|
| Not disclosed | |
| Complaint Type | Refund not processed |
| Company/Brand | Ola Cabs |
| Product/Service | Ola Auto Ride (Payment via Google Pay) |
| Transaction ID | CN524724318468 (NPCI reference) |
| Amount Involved | ₹1111 (₹1000 excess paid) |
| Issue Date | September 2025 |
| Current Status | Unresolved |
Full Complaint Details
Bryan Dsouza, an expert in data-driven management and a verified LinkedIn professional, shared his frustrating experience with Ola Cabs support after mistakenly overpaying his Ola Auto driver.
- The actual ride fare was ₹111, but by mistake, ₹1111 was transferred via Google Pay.
- What should have been a simple refund turned into a customer service nightmare.
Actions Taken So Far:
- Ola Cabs Support – Calls went unanswered or were abruptly disconnected. No clear solution was provided.
- HDFC Bank – Declined to raise a complaint with the receiving bank, stating they couldn’t intervene.
- Google Pay – Redirected the case back to HDFC Bank, who further referred him to NPCI with reference number CN524724318468.
Instead of taking responsibility, each party passed the issue around, leaving the customer helpless.
Customer’s Statement
Bryan highlights the bigger issue – the lack of empathy and ownership in customer service:
“Three hours later, I learned one thing: customer service today is just customer self-service with a touch of ‘not our department.’ If you overpay by mistake, don’t bother calling customer care. Just consider it a donation to the great Indian Customer Service Museum, where empathy, ownership, and accountability are permanently missing.”
Key Concerns Raised
- Ola Cabs failed to facilitate a direct resolution between the rider and driver.
- HDFC Bank refused to escalate the matter to the receiving bank.
- Google Pay redirected the customer back to the bank, leading to a never-ending loop.
- A small mistake by the customer exposed serious gaps in India’s digital payment grievance system.
Customer’s Demand
Bryan Dsouza has requested a simple resolution:
- A conference call with the driver to confirm the extra payment.
- Immediate refund of the ₹1000 excess amount.
He emphasizes that companies like Ola, HDFC Bank, and Google Pay must take accountability instead of passing responsibility.
Original LinkedIn Post
Read Bryan Dsouza’s LinkedIn post here
Commonly Asked Questions (Q&A)
Q1. What happened in Bryan Dsouza’s Ola refund issue?
Bryan mistakenly paid ₹1111 instead of ₹111 via Google Pay to an Ola driver. The refund process has been delayed due to poor support from Ola, HDFC Bank, and Google Pay.
Q2. How much money is stuck in this case?
₹1000 excess payment is stuck, as only ₹111 was the actual ride fare.
Q3. Who is responsible for processing such refund issues?
Ideally, Ola should facilitate the process between the customer and driver. However, banks and payment apps also play a role.
Q4. What steps has Bryan already taken?
He contacted Ola Cabs, HDFC Bank, Google Pay, and NPCI but got no resolution.
Q5. What reference ID is linked to this payment?
NPCI reference ID – CN524724318468.
Q6. Did Ola Cabs provide any direct help?
No, Ola’s support lines either disconnected or failed to offer a solution.
Q7. Why didn’t the bank help in this case?
HDFC Bank claimed they could not raise a complaint with the receiving bank.
Q8. What was Google Pay’s response?
Google Pay redirected Bryan back to the bank, instead of resolving it.
Q9. How long has the issue been pending?
The refund has not been processed since the mistaken payment in September 2025.
Q10. Can NPCI resolve such cases?
NPCI facilitates UPI transactions and can be approached with a reference ID, but customer service delays often occur.
Q11. What is Bryan demanding now?
A conference call with the driver and refund of the excess ₹1000.
Q12. What does this case reveal about Ola’s customer service?
It highlights Ola’s lack of accountability and weak support structure in resolving digital payment errors.
Q13. Could this issue happen to other Ola users?
Yes, any user who mistakenly overpays could face the same problem.
Q14. How can customers avoid such mistakes?
Always double-check the payment amount before confirming UPI transactions.
Q15. What are the risks of UPI overpayments?
Refunds are not guaranteed unless the receiver agrees, as UPI is considered instant and final.
Q16. Is there a legal way to recover such money?
Yes, customers can file a complaint with NPCI, RBI Ombudsman, or Consumer Forum if the issue remains unresolved.
Q17. What role should Ola have played here?
Ola should have mediated between driver and passenger to quickly confirm and return the excess payment.
Q18. Has Ola responded publicly to Bryan’s complaint?
As of now, no resolution has been provided.
Q19. What is the consumer’s next step?
Bryan may escalate to the Consumer Forum or RBI Ombudsman.
Q20. How can Choice4Voice.com help?
Choice4Voice.com provides a platform to highlight such unresolved consumer complaints and push companies for faster action.
✅ This case has been officially published on Choice4Voice.com to support the customer in getting a fair resolution.
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