Panchaayat
OpenEscalation

22 Days Delayed Refund and Lack of Accountability for Cancelled SpiceJet Flight

PaytmPC-2026-01164Refunds & BillingAnonymous ·
UPDATE: 22 DAYS. STILL NO REFUND. AND NOW I'M BEING TOLD IT'S MY FAULT FOR BELIEVING PAYTM'S OWN COMMUNICATION. I'm following up on my earlier post regarding my cancelled SpiceJet booking and pending refund. Today, I spoke again with Zaid, Riya and Kartik (Team Lead/Store Manager) at Paytm. I specifically raised two very simple concerns: ➡️ Why was I given a 7-15 day refund timeline by Paytm support? ➡️ Why has my ticket remained open for 22 days without a refund or a concrete resolution? The response I received was genuinely disappointing. I was told, in essence: "We cannot do anything about the communication that was given to you." And when I questioned the incorrect commitment made by the support team, I was told that the refund policy was already mentioned in the ticket, I should have read it, and that Paytm is "just a third-party platform." Let's understand what this means. If Paytm's support representative gives a customer a specific timeline of 7-15 days, how is the customer supposed to know that this communication should simply be ignored because there is another policy buried somewhere in the ticket? If your own support team communicates a timeline to a customer, that communication is also part of the customer experience. You cannot make a commitment, let the customer rely on it, and then, when the commitment isn't honoured, say: "We can't do anything about what our representative told you." That is not accountability. And calling yourself "just a third-party platform" doesn't really answer the issue either. I booked through Paytm. I raised the refund request through Paytm. I was given the refund timeline by Paytm. I have been following up with Paytm. And Paytm publicly told me that the request was being tracked. Yet after 22 days, I am still being asked to chase the airline. So I have one very simple question for Paytm Care / Paytm: If Paytm is not responsible for the communication given by its own representatives, and is not responsible for the refund timeline, then what exactly is the customer supposed to hold Paytm accountable for? And telling the customer that they should have "read the policy" does not erase an incorrect commitment made by your own support team. Paytm - I don't need another escalation number or a scripted apology. I need accountability and my refund. Paytm Paytm Care SpiceJet Limited SpiceJet Limited

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  1. Case filed

    System · 7 Oct 2026, 12:36 pm

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