Not getting my refund back

1. On Sunday, I decided to get a subscription to Norton Antivirus 360 Standard for 1 device for 2 years. I was prompted to fill in the details and email id for the payment and then I was forwarded to the payment screen in which I did payment through UPI at 8:27 a.m. Rupee 1299 amount was deducted from my account by Net Prophets Cyberworks Pvt Limited. And after signing into my account, it's simply showing that you don't have any current subscription. Also, the order no. which was generated was showing invalid as shown in the attached png file.

On Sunday immediately after the payment, I talked to Mr. Sandeep and Mr. Jatin who told me that due to a payment gateway error, your order is on hold and that's why order no. is showing invalid. And I will get a refund in 24-48 hours.

At least, I deserve an email stating that your payment is on hold, or you have subscribed to this order but it can't be completed right now, or should give the customer an email or message regarding the status of the order. I didn't receive any of them. Also, customer care service is provided in India from 9:00 a.m. to 6:00 p.m. Any working professional can understand it's not easy to regularly call for the same issue every day. Also, there is one more catch in it. The customer care service of NORTON picks up the call only during working time between 9:00 a.m. to 6:00 p.m. What if the customer is traveling 1-2 hours to his office and reaches home at 7:00 p.m.? Is there any facility provided to these customers also because every solution cannot be resolved on chat? At first, I was also told to contact customer service for a better resolution in chat but the number is closed on Sunday. Did'nt have a choice but to talk with the supervisor in the chat.

• Now, On Monday, I called their customer care no., I talked to a female whose name starts with 'A' but I clearly don't remember her name. She told me the same thing to wait till evening and then call back tomorrow if your refund is not received.

What I mean to say is that On Sunday if your customer care is not active, the bank is closed and you are telling me that my payment got stuck due to a null name and details, then I don't understand why they are accepting the payment through their gateway. Simply what they must have done is they should not have accepted the payment at that time and failed the transaction.

• After being told by the female, when did'nt received any refund till morning, I again called today at 09:00 a.m. Today, I talked to Miss Priyanka ma'am, and she told me that your payment is not received by Norton and is stuck due to a payment gateway error. And your refund will be provided by tomorrow because business days starts from Monday. Why I was not told about it prviously by anyone. And if I again did'nt receive any refund by tomorrow, she told me to again call back.

On one side, you talk about value of time and on the other side you are doing this kind of work. Also, Priyanka ma'am told me to talk regarding this to the bank through which you have done payment if you want the payment today. What is this behaviour, I couldn't understand, DOES IT TAKE THIS MUCH TIME TO VERIFY THE DETAILS OF THE CUSTOMER WHO IS DOING PAYMENT OR WHAT? IT IS LIKE IF IT'S SAID 24-48 HOURS THEN YOU WILL GET THE REFUND AT THE LAST HOUR ONLY. Means there is a human instinct that we will do work only at the last moment of the deadline.

WHAT IS THE SENSE OF TALKING TO BANK IF MY AMOUNT IS DEDUCTED AND NOT RECIEVED BY YOUR END. IS IT MY MISTAKE THAT I HAVE MADE THE PAYMENT THROUGH MY BANK ACCOUNT OR IS IT YOUR MISTAKE THAT YOU DID'NT RECEIVED THAT. SIMPLY BLAMING THE PAYMENT GATEWAY AND SAYING THAT DID'NT RECEIVED THE AMOUNT BY OUR END.

NORTON is used and appraised worldwide by millions of peoples and that's how you treat your customers in India by irritating them and asking them to call back again and again.

FIRSTLY, I WANT TO KNOW WHOSE MISTAKE IS IT?

SECONDLY, I WAS EMPHASIZED AND TOLD THAT YOU MUST DO PAYMENT NEXT TIME THROUGH DEBIT CARD TO AVOID THIS ISSUE. IF THAT'S THE CASE, THEN WHY JUST REMOVE THE OPTION OF UPI PAYMENT FROM YOUR GATEWAY PORTAL IF THIS IS HAPPENING. I THINK THIS UPI OPTION IS ONLY KEPT TO TAKE THE MONEY FROM CUSTOMERS LIKE ME AND HARASS THEM.

THIRDLY, IF I DID'NT RECEIVE MY REFUND TILL TOMORROW, THEN MY CASE IS GOING TO ESCELATE AND AGAIN I HAVE TO CALL THEM FOR THE PAYMENT CONFIRMATION INFORMATION AND ALL. IS THERE ANY END TO THIS PROCESS?

PLEASE PROVIDE ME A SOLUTION FOR IT.