I was a victim of online financial fraud on 18th Feb 2022 and I approached "Consumer Chanakya" service for its resolution immediately, i.e. 18th Feb. I was attended by a girl named "Madhuri" who guided me towards the process and charged 1815/- for the same (I was NOT informed that the fees is non-refundable).

I was registered in their portal with ID "AS[Protected]". Then she gave me a link - "cybercrime.gov.in" to report the fraud online to the cyber cell and asked me to share the complaint PDF which I did.

I was told I would be contacted by their advocate to discuss further on the issue within 24 hrs. She advised me not to report the issue to the bank and the police station as the complaint copy would be sent by their legal team to both these places and it is better if its sent through one channel.

I said okay but I didn't want to wait for long, so I intimated my back who immediately blocked my account and started their investigation right away. Till 25th Feb I received no communication from their end besides one email that said "you'll be contacted by our advocate.

Please keep so and so things ready". But till 25th Feb, I received no communication and I was told it would be done within 24hrs. On 25th Feb around 5:00 pm, I got a call from their advocate "Shruti" and she asked me about my case.

But as it was already delayed and I had done everything (filing a complaint to cyber cell, following up on the same, visiting police station, following up with the bank), so I asked to withdraw my complaint and process my refund as clearly they did not provided me with any service.

I was out rightly declined. When I asked the reason for the delay, I was told "network issues" (on all the channels - email, what's app, calls). Finally I agreed to pursue the matter with them thinking, that they would do now follow up on my case and provide me with the resolution.

Next morning, 26th Feb, she called and asked me to fill up the form (which was the link to report online fraud to the cyber cell and I had already done that). I gave her all the updates and that day I was supposed to visit the police station to meet the IO at 5:00pm.

So it was agreed, that I would give her a call in the evening after I come back. At 6:22pm, I gave her a call and it was busy. I again called at 6:59pm and it was still busy. Next day 27th Feb (Sunday), their office is closed so nothing was done.

On Monday, 28th Feb I called at 2:22pm and the phone was switched off. Again called at 3:16pm , still switched off. Dropped an email too but no response. Following day 1st Mar, called at 12:19pm, 12:31pm and 2:29pm, phone is busy.

I am neither getting services as promised nor I am getting my refund. I was just misled and it is still continuing. I called on the customer care (b/w 21st and 25th Feb) for withdrawal of complaint and refund.

And I was told that the mail has been sent and I would receive the same within 24 hrs but till date I have received nothing. It was only on 25th Feb, when I spoke to Shruti, I received an email saying "Fees is non-refundable".

Post which, I decided to pursue thinking that they could take it up from there. But they are doing nothing. Their terms and conditions mention - "That our working process is for 21 days from the date of formally receiving the complaint & fees and that the case submitted with us stands closed after 21 days.

Reopening of any case is the sole discretion of the management & retention fees may be charged for continuing the work. That a clear & concise clarity over call & in writing is given to the consumer before & after obtaining fees.

That an acknowledgment to operate & work on complaint is obtained from the complainant/consumer in writing before initiating the work on his/her matter." I was NOT given any such information during call or over email.

And out of 21 days they have just given me around 1 hour. I registered my complaint on 18th Feb and today is 1st Mar and nothing has been done from their end till date.

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