While attempting to pay my airtel postpaid bill on 30th March 2019 via Google Pay, the transaction failed and the amount got deducted from my account. Instead of waiting for the money to be back to my account, I immediately made another transaction for my bill payment via MyAirtel app and paid my bill and trusted HDFC bank and Airtel to refund the amount of the failed transaction. However, after 10 days I noticed that the amount was not credited to my bank account yet and here are the steps I took to trace the problem.

1. I called my HDFC phone banking officer and raised an inquiry on the failed transaction. After 3 days she reverted with a confirmation saying the amount was actually credited to the beneficiary (Airtel).

2. I then opened the failed transaction on the Google Pay app and created a dispute on the same. The app got updated after 3 days saying the dispute is settled with Airtel and the money should be refunded. However, that did not happen.

3. This is when I called Airtel customer care and raised a ticket. After 5 days the ticket was closed saying the money was adjusted to my airtel account (You can refer my airtel account for the details)

4. I followed up more than 8 times over the call and it’s now been 20 days and the money is still not reverted back to my account. Each time a different airtel representative calls me and says the issue is resolved without resolving it. The airtel people have issues with understanding the problem itself. They are thinking that I paid the bill and was waiting for the confirmation (I dont know what made them assume this after clarifying the problem multiple times)

5. I have sent my bank statement, Google Pay transaction screenshot and the email I received from Google Pay team to [email protected] and in spite of so many follow-ups, I again received another call from Airtel confirmation team saying the amount is adjusted to my airtel account (they are again not aware of the actual problem).

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