Etihad Airways review: No response on my refund/booking from past 15 days

I booked my flight on 24th August 2023 from BLR to CWL by paying 67,464 through UPI in Etihad Airways. The page showed error after my payment was made. But the amount was debited and I have the proof for the same.

I have not received any confirmation on my payment/booking. Later when I texted the agent, explaining my situation, they retrieved my booking reference number(Q6EKOY and Q9KPQE) and asked me to wait for the confirmation. But I did not received any mails or SMS regarding my booking. I could not access my booking till now and it is only them who can do so.

Later when I checked they told me that my booking was not confirmed, hence it was cancelled and also they mentioned that the amount was not reflected in their page, and will be back to my account in 7-15 days, when I asked for a proof, they refused to share me an mail or a SMS. Whenever I query, they say that they have initiated the refund but later they say they have not received the amount, conclude it as a soft charge. They have been giving me different answers and ask me to wait for 15-30 days, if not dispute with the bank. As they said, I checked with my bank and they made it clear that the amount has been debited from my account and has been received by the airline, the refund can only be initiated by the airline, only then it can be processed.

Now its been more than 15 days, I have not received any proof for the refund nor my cancelled booking, also they are not responding properly and blindly they ask me to wait for days.

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