Sir,
I have received a Call around 2.00 p.m., on 17.11.11 from Club Mahindra Holidays inviting me with my family (mandatorily) to their office at Mulund, Mumbai to collect Gift Vouchers, which we have purportedly won, by participating in lucky draw coupon distributed in “R-Mall” Thane during our shopping therein on 13.11.11.
Further it was insisted, that we should come only on that day i.e. 17.11.11, as they have organized a meet for their customers on the eve of their foundation day.By evening, we have received 4 reminders from their office, seeking confirmation of our visit.
Based on the request, we have visited their premises on 17.11.11 at Mulund, Mumbai at around 8.30 P.M. We were advised to wait for 15 minutes and later finally attended by Ms. Mittal Bhalla, Senior Relationship Executive. She gave a presentation for about 45 minutes, about Club Mahindra Holidays, details about their various holiday homes and schemes of investments in brief etc., We were further lured by offering 5 additional / bonus benefits for spot enrollment as a special offer for that special day. Based on their customer oriented approach (!), we have enrolled our self for 25 years membership, swiping my credit card for Rs.27, 500/= being 10% down payment and subscribing for ECS debit for the balance amount. Though she explained some details, we have not been provided with any information leaf-lets about the product to have a holistic approach about the product and Terms and Conditions.
Back home, on collecting details from various sources and on working out the cost benefit analysis, we have decided to opt out from subscribing to the scheme offered to us as the same was not found beneficial. Immediately on 18.11.11, I contacted Ms. Mittal and conveyed my request for withdrawal and requested her not to process my application further. I also requested her to refund the amount collected, as the option for withdrawal without any cost is available to the customers uptill 10 days of subscription (as per their rule book). I have also conveyed the same to her through an email on 18.11.11.
Ms. Mittal advised us to visit their premises next day to have a formal chat and formalize the process. As directed, we have visited their premises on 20.11.11 and had a lengthy discussion with her and Mr. Anand Khanvilkar the Branch Head as introduced. At the end of the discussion, Mr. Anand told that our request for withdrawal will be considered immediately and also requested us to look in to the option of one more entry level plan (Rs.1, 75, 000/=) on a future date. I have confirmed and conveyed the discussion points that we had at their office on 20.11.11 night, by writing a mail to Ms. Mittal on 21.11.11 and once again requested her to process the refund on withdrawal of application.
The request was followed up with Ms. Mittal and Feedback mail id of Club Mahindra for confirmation and updating on refund through mails dated: 22/11/12; 25/11. However no response either.
On 29.11.11, received a reply from Ms. Sharayu Kulkarni, Member Relations, confirming that my request for cancellation is registered on 29.11.11 and assigned number 038-998. It was further informed therein that the request will be processed with in a month’s time i.e, by 29.12.11. I immediately informed Club Mahindra that my request for cancellation was dated 19/11 and not on 29/11 and requested them again for speedy processing.
Again I started following up with mails dated 02/12, 04/12, 09/12 with officials concerned apart from following up with Ms. Mittal in her mobile number. In response, Ms. Mittal in her mail dated 10/12 informed that she is now transferred to Vashi Branch and advised me to follow up only with Mr. Anand Khanvilkar and Mr. Sagar Kajabajae by giving their mail ids. However, I requested Ms. Mittal by return mail to co-ordinate as she was the CRM for my application. Since then I started keeping Mr. Anand and Mr. Sagar also in loop for all my further communications.
I again started following with all the officials concerned through my mails dated 11/12, 12/12/11; 13/12/11; 14/12/11; 20/12/11; 22/12/11; 24/12/11; 26/12 & 28/12 followed up with telephonic request with call centre agents on 28/12.
In response, I received mail from Ms. Padmavathy Kannan on 28/12 stating that they are referring the matter to Vashi Branch and revert back in 3 working days. I responded to her stating that as the matter is overdue now, and requested her to expedite the issue immediately.
Surprisingly within an hour’s time I received one more mail from Ms. Sharayu Kulkarni, Member Relations stating that I have to wait till 15/01 for the refund. Puzzled by the mail again I strongly protested for their attitude and requested them to process and respond immediately without any further delay. Again I followed up with the entire lot on 29/12 and 30/12, but no response.
It is a pain to note, for scouting membership, the relationship manager’s follows up frantically (in my case 4 calls in three hours of time) and lure the customers with offers.
However, don’t bother even to respond once their work is over, “So customer centric (!)” approach.
My Prayers:
a. I pray for justice, for the indifferent attitude of M/s. Club Mahindra Holidays in not retuning the funds even after 40 days without assigning any reasons for the same.
b. To refund my money along with interest @ 36% (I have paid them by swiping my credit card and the bank charges me with this interest) for the delayed period. i.e 30 days from the date of request for withdrawal.
Date of Payment through Credit Card was 17/11.
Date of withdrawal : 19.11.11.
Time for Processing as per their terms is 30 days.
Hence, I demand Interest for the delayed period from 20.12.2011 onwards till the date of payment.
Thanks and Regards,
A. Narayanan,
15/703, Siddhachal Phase III,
New Pokhron Road No. 2.,
Thane West
Maharashtra
400610.
Mobile : 9930627232
e-mail: [email protected]
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