Credit Card Cash Back Offer - Incorrect Commitment

Hello Sir, Intend - Raising this complain in lieu of both mine and my spouse’s credit card. I’m a gold customer of HDFC back since 2007 and my wife since 2013. I hold a limit of approx. 5 lacks and my spouse a limit of 30 thousand.Prior to this dispute, there was no concern and we really hold a very good credential/ history based on the behavior of our transactions. We used to trust this bank a lot (in closed eyes) 9th August 2013 – is when the dispute arises. Issue – On 9th August 2013, HDFC bank offered a cash back offer of Rs1000 or 20% on all domestic flights booking through Make My Trip.com. by using their PROMO code. Prior making the booking, to ensure this was true and also how to do meaning procedure, I had a detailed conversation with 3 customer care executives in HDFC bank help line number. All of them did confirm me this was correct and suggested me to create separate make my trip.com accounts to avail the offer in both of our cards. They also assured no need to worry…or none hidden clause etc…meaning I was only given assurance to go ahead and make the purchase. On getting such confirmation, I did that in similar way as suggested by bank’s CCEs. To ensure I made it right, gave them a follow up call and then also they have assured me of getting the cash bank. During our conversation, they did mention, the credit will not reflect instantly knowing a cash back, but would reflect in my bill after 14 days.Since I made the purchase on 9th Aug and my every month billing cycle is 11th, so per expectation, the amount will reflect in my Sep month bill. I did also re-confirm this after the bill was generated on 11th Aug.With all these assurance and in good faith, I did make the payment of the complete amount for August bill. What surprised me is in Sep bill. NO CASH BACK reflected. I instantly called CCE of HDFC back and they did tell me, there might be an error at their end and requested me to make the remaining payment deducting 1000 + 1000 = 2000 rupees from both the cards. They also committed to dig in further and resolve the issue quickly. With this assurance I did make the payment similar way. Now, in the month of Oct, same scenario, no cash back provided to me. I immediately called the CCE. Now they started cooking stories and asked me to reach out to make my trip.com. On reaching out to them, later ignored to comment anything and denied to help me saying all guidance was provided by your bank and re-directed me back to them. I was very frustrated and tried calling them again and again, but now they were not ready to talk to me and going with the same song. I was more frustrated as they started applying interest and late payment charges in my card account. Seeing all these my spouse became nervous and she made the full payment to her card. Just to let you know, we don’t like any bad records and prefer to be a clean citizen in financial aspect with God’s grace. Since I stopped getting support, I hold of making any further payment to the bank. On holding the payment, they started to call me. I even spoke with their Supervisor but he was so rude and denied to assist me. The case was forwarded to their collection department. Collection people started calling at odd hours and threatened my elderly parents when I was in office. When I spoke to them, they started denying. When I made them aware of the issue, they found this logical and started requesting me to make some payment. Next day morning 2 people from collection department came to my place and started putting pressure on me. I asked them to settle down. Showed them all the details, email communication and proofs. I also told them, that I don’t have any intention of cheating bank’s single penny, but my issue should be addressed and resolved as quickly as possible. I also let them know, the money is kept aside and ready to make payment as soon as the bank resolves the case. I told them the reason of holding the payment was only to seek bank’s attention to get my case resolved. Listening to all these, they provided me an email addresses ("aditya.puri@hdfcbank.com" aditya.puri@hdfcbank.com) and assured to get this resolved within 7 days. On basis of their request and honor, I did make the payment of around 7 – 10 thousand (as requested by them). Few days later, started receiving wired and illogical email response from this department (Priya L). One thing I must say, they did not read the issue but replied in email with all non-sense just to deviate from the topic.I patiently did make follow ups after follow ups, they started to call me, we had conversations. The most interesting part is they started to deny. At times they said, there was no such offer, at times they said I didn’t call them and there is no call records tied to this issue on or later 9th Aug, at times they said, I didn’t put in the PROMO CODE. I was too frustrated and not sure what to do. Reaching out to the collection people, they were astonished too. They said not sure why bank is doing like this and my case is really genuine. It should have been addressed and resolved till now. The bug stops here. I started giving them strong response and told them I’ m not going to make any further payment. I also asked them to stop by spouse’s card and ready to close it. Surprisingly they accepted it and send the final statement. I made the complete payment in my spouse’s card account. Now the banking department approached me asking for proof if I had any (call records, email confirmation, confirmation which says the offer was there, and if I have entered the promo code etc.) I felt bad about how the CCE providing service in behalf of bank. Instead of finding it by own, seeking proof from customer. This was pathetic. I grouped all the proofs and pasted in a word doc and send to them. More interestingly as I knew, now they came up with new fresh cooked story – saying, offer was valid, calls were there, I did enter the promo code, but I clubbed another promo code with this one and which is why, I am not entitled for this cash back. This made me stop thinking and I was like HUH!! SO MUCH PATHETIC AND NO ONE IS THERE TO PROVIDE A RESOLUTION. THERE MUST BE MORE PEOPLE LIKE ME IN INDIA where bank is cheating similar way. So my question is, if there were all this hidden clause, why was it not started clearly with the initial confirmation calls, just to get business to the bank and depriving the customer (common man). I promised to take step and reach out to RBI and Consumer Court. Based on the methodology, I did also email HDFC grievance department, but no response yet. I’m only getting auto reply and reply from card department saying they will charge 3.5 % and more interest on my account and asking me to make immediate payment. Just to let you know Sir, I am a common service holder, can’t afford to make extra amount payment which was not used by me. Bank has now started calling me/ my elder parents and started giving threats, they are saying will send court notices, collection people etc. to my place. They are now harassing both me and my family mentally. I fear and feel unsecured. Please help!!!! Bank is now pressurizing me for settlement, which will spoil my CIBIL, even after communicating to them that I’m ready to pay the complete principle amount and not impacting my CIBIL. I’m ready to make the complete payment for all my genuine purchase (excluding the interested, late payment and cash back promised to me). Per last call with Chennai Head office, they acknowledged this is a mistake from their end, however they are helpless. They took 48 hours to get back to me, but no one did return a call from Chennai. I’ve also raised this issue to banking Ombudsman and waiting for an amicable solution. Please let me know in case you have any questions. Card Details –HDFC Bank Credit Card # - XXXX-7922 -Joy Shankar SahaHDFC Bank Credit Card # - XXXX-0986 -Sutapa Saha Contact Number – 09899364796 Thanks!Joy