Air India — Amount not refunded, customer service misbehaved

Air India Phone
+91 11 2462 4075 [Helpdesk]
+44 207 760 3290 [UK]
+49 69 1200 9821 [Germany]
Air India Website
Air India Address
Marine Drive, Nariman Point, Mumbai, Maharashtra, India – 400021

1st week of February 2020: Travel ticket booked via goibibo, PNR: H3JJP. E-Ticket number:[protected]. Passenger Name: Nitin Kumar Shrivastava. Travelling from Chennai to Hyderabad, Travel date: 10th April 2020.
10th April 2020: Passenger couldn’t board the flight because of the imposed nationwide lockdown.
23rd December 2020: Called the airline to use the unused ticket because we were told that we can reschedule the ticket free of cost, we just had to pay the fare difference. Air India customer service agent, Sanjana Singh created a payment link and shared to my email id and we booked a flight for the 25th Dec 2020.
I made the Payment online on the Air India Website and paid 2774.
Once the payment was confirmed, I received the PNR.Y0RDK
But when the traveller reached the airport, he was told that the PNR: Y0RDK in invalid since the payment has not been received by AIR INDIA. So the traveller had to book a new ticket and board the flight.

I called the AIR INDIA customer service team and they told me that sometimes technical glitches happen and hence the amount will be refunded in 9-21 working days and they told me they created a case. However, on the 13th of Jan when I made a follow up call to ask the money was not refunded, they replied, “there is no case registered for this” and hence they created a case for this.
CASE ID:07210551.

20th March 2021: An agent called Poorvika Singh told me that there was a mistake, The reason why the amount 2774 was not refunded is that nobody was able to see the booking amount 2774 in the booking ID: BI-124453 and she will now created a refund request for the same.
23rd March 2021: The ticket was cancelled via goibibo and I received the ticket amount but still not the fare difference 2774.
Since 13th Jan I have called more than 40 times and mail at [protected] several times.

The AirIndia customer service has done nothing but harass me.
My questions to AIR INDIA.
1.) On 23rd of December when the PNR was cancelled even after the payment, why didn’t they contact us to tell us that the PNR was cancelled? The traveller had to travel 60 KMS to reach the Chennai Airport. Absolutely no concern for the customers.
2.) Even though mentioning clearly that I am not contacting about the refund of the ticket, I am contacting about the fare difference of 2774 which I paid why did the AIR INDIA team find so difficult to answer it and kept responding that the ticket is booked via travel agent, hence please contact them. Why should I contact my travel agent when I made the payment online on Air India Website? Was it that difficult to understand?
3.) Why does AIR INDIA need more than 200 days to refund an amount which is stuck due to a technical glitch?

4.) Why are the customer service people responding like bots, without understanding the problem?

5.) When I was promised that someone from the so called escalation team will contact me, why didn’t no one called back.

6.) Why did the customer service team misbehave with me?

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