Sahil Kumar reports that his RedBus ticket refund has not reached his Kotak Mahindra Bank account despite app status showing “credited.” Choice4Voice.com investigates the complaint and highlights consumer rights.
Complaint Summary : RedBus Refund Delay – Sahil Kumar’s Complaint Against RedBus & Kotak Mahindra Bank on Choice4Voice.com
| Complainant Name | Sahil Kumar |
|---|---|
| Company Name(s) | RedBus, Kotak Mahindra Bank |
| Nature of Complaint | Ticket refund not received in bank account |
| Booking Date | 5th August |
| Incident Details | Tickets booked on RedBus were automatically cancelled by the operator. Refund status in the app shows “credited,” but no amount reflected in Kotak Mahindra Bank account. |
| Main Issues Raised | Delayed refund, poor customer support, lack of clarity on refund process |
| Original Post Platform | |
| Original Post Link | View LinkedIn Post |
Case Overview
At Choice4Voice.com, we document cases where consumers face delays, misinformation, or poor service from companies.
This case involves Sahil Kumar, an executive at Manitou Group, who booked tickets through RedBus on 5th August. The booking was automatically cancelled by the bus operator without his intervention.
According to Sahil, the RedBus app shows the refund as “credited,” but his Kotak Mahindra Bank account has not received the funds. He also expressed frustration over what he describes as “worst customer support” from RedBus, citing lack of resolution and unclear updates.
The complaint highlights an issue often faced by customers a mismatch between app status and actual bank transaction records raising questions about refund timelines and inter bank settlement practices.
Key Concerns Raised
- Automatic Ticket Cancellation – No clear reason provided by the operator.
- App vs Bank Discrepancy – Refund shown as credited in app but not received in account.
- Customer Support Quality – Poor responsiveness and lack of clarity from RedBus support team.
- Bank Follow-Up Confusion – Unclear whether the delay is from RedBus, the payment gateway, or Kotak Mahindra Bank.
Why This Matters for Consumers
This situation reflects a common digital transaction issue where consumers face delays in receiving funds despite systems showing “processed.” It also emphasizes the importance of tracking transactions and knowing consumer rights when dealing with online service providers.
Choice4Voice.com aims to ensure companies are held accountable for transparency in refund processes.
Choice4Voice.com 20-Question Consumer Awareness Q&A
Q1: How long should a RedBus refund normally take?
Most RedBus refunds are processed within 5–7 business days, but the exact time may depend on the payment method and bank processing speed.
Q2: Why does the RedBus app show “credited” when the bank account is empty?
The app status may reflect RedBus or payment gateway processing, not actual bank deposit. Bank settlement can take additional time after the “credited” status appears.
Q3: Who is responsible for refund delays RedBus or the bank?
Responsibility can lie with either. If RedBus processed the refund but the payment gateway or bank delayed posting it, the bank becomes responsible for the delay.
Q4: What should customers do first in such cases?
Contact RedBus for the transaction reference number (UTR) of the refund. Then share it with the bank for tracking.
Q5: Can a refund be stuck at the payment gateway?
Yes refunds can sometimes remain in “processing” at the gateway level due to technical or reconciliation issues between the merchant and bank.
Q6: What are RBI guidelines on digital refunds?
RBI mandates that failed or reversed transactions must be settled within a defined timeline (usually T+5 days), and delays beyond this are non-compliant.
Q7: Does Kotak Mahindra Bank have to credit the amount immediately after receiving it?
Yes once the bank receives the settlement from the payment gateway, the credit should appear instantly in the customer’s account.
Q8: Can customers file a complaint with RBI if the bank delays refunds?
Yes if the bank fails to credit funds within RBI timelines, customers can escalate to the Banking Ombudsman.
Q9: How to verify if a refund has actually been initiated?
Request a proof of refund from RedBus in the form of payment gateway transaction logs or UTR number.
Q10: Is it common for bus operators to cancel tickets automatically?
While rare, it can happen due to scheduling issues, vehicle breakdown, or overbooking. Operators must provide valid reasons.
Q11: How can customers protect themselves from such refund delays?
Always use payment methods with faster settlement (UPI, wallets) and keep screenshots of transactions.
Q12: Can RedBus be held accountable for poor customer service?
Yes under Indian Consumer Protection Act, companies are liable for service deficiencies, including poor communication on refunds.
Q13: What escalation channels does RedBus offer?
RedBus has email support, in-app chat, and social media escalation. Persistent follow-up is often required.
Q14: What role does the payment gateway play?
The gateway handles the transaction flow between RedBus and the customer’s bank. Delays at this stage can cause refund mismatches.
Q15: How long does Kotak Mahindra Bank take to resolve such cases?
Generally 3–5 working days after receiving UTR details, though some cases require escalation to the nodal officer.
Q16: What is a UTR number and why is it important?
UTR (Unique Transaction Reference) is a unique ID for bank transfers in India. It helps track the exact status of a transaction.
Q17: Can customers demand compensation for refund delays?
Yes under consumer law, customers can claim compensation if they can prove inconvenience or financial loss due to the delay.
Q18: How to lodge a complaint on Choice4Voice.com?
Visit Choice4Voice.com, fill out the complaint form, and submit details with evidence. We publish genuine cases to pressure companies for resolution.
Q19: Should customers also contact the bus operator directly?
It can help in getting an explanation for cancellation, but refunds are generally processed by RedBus, not the operator.
Q20: What is Choice4Voice.com’s advice in this case?
Obtain the UTR number from RedBus, track it with Kotak Mahindra Bank, and escalate to the Banking Ombudsman if the refund is not credited within RBI timelines.
At Choice4Voice.com, we will continue to highlight such cases until companies ensure their refund processes are transparent, efficient, and customer friendly.
