Pocket account - duplicate transaction?

Question

Regarding : Duplicate transaction.
Date of Incident : 05-10-2015.
Description : I made a transaction for rupees 1000 to load money to my pocket Account. It was successful, But it was debited twice the amount from my account as 2 different transactions within gap of 1 minute.
I raised a request against this duplicate transaction to bank customer care. They told me after 15 days it will be credit back to your source account automatically.
It didn't happens even 20 days later. Then again i contacted them. They told me again it will take 15 day for manual refund process. After 15 day i have contacted them. They told "Our support team contacted you, But you didn't respond so we are unable to refund" Then they asked me another number to create a new request for that new number and told me it will take another 14 days to resolve. By 16/11/2015 the deadline over. So i contact them today(18/11/2015) But they told still in process it will take some more time. I asked them about the interest for this amount but they didn't reply for that. 
The Issue request number that i created are following below:
1. SR387636257(They closed it.)
2.SR388814698(Open)

Two different transaction ID's
1. 527868655913
2. 527831267412


Payment Mode : Debit Card
I have attached the Chat history with Bank customer service.
 

Answer 1

Dear

 

At the outset, let me clarify that this site is designed by a group of senior Banking Professionals to assist Bank Customers at large to provide guidance for resolution of any complain/query/grievance in respect of financial services. This site does not belong to any Bank or a regulator, which may please be noted.

The bank appears to have followed due process to resolve your complaint. Reason for non resolution of the matter at the first instance has been explained to you. Now that your complaint has been registered once again and the indicated timeline for resolution has lapsed, I would advise you to escalate the matter to Nodal Officer of your bank by email or letter. You can find email address and office address of the Nodal Officer on the bank’s website.  

If you don’t receive a response from the Nodal Officer to your satisfaction, you can approach the Banking Ombudsman for resolution of your grievance. For address of the Office of the Banking Ombudsman, Area of Operation (jurisdiction) and the procedure for lodging complaint, you may access the website https://bankingombudsman.rbi.org.in/

 

Regards

 

J R Mohandas