Cuttack District Commission Holds Myntra Liable For Failure To Refund Excess Amount Deducted Due To Technical Glitch

Brief Facts:

Mr Aayush Rath (“Complainant”) purchased a pair of 'PUMA Men Grey & Black Humble IDP Mesh Regular Sneakers' through the website of Myntra Designs Pvt. Ltd. (“Myntra”) for a total consideration of Rs. 2174/-. However, the Complainant noticed that the amount was deducted twice from his bank account, which was maintained by Axis Bank. The Complainant promptly communicated the same with Myntra and Axis Bank via email, seeking a refund for the excess amount deducted during a single online transaction. The Complainant made several communications with Myntra and Axis Bank but didn't receive a satisfactory response. Feeling aggrieved, the Complainant approached the District Consumer Disputes Redressal Commission, Cuttack (“District Commission”) and filed a consumer complaint against Myntra and Axis Bank.

Myntra didn't appear before the District Commission for the proceedings. Axis Bank argued that the Complainant was a joint account holder and denied any deficiency in its services. It argued that the Complainant, through UPI transactions online, independently conducted the double deduction without any involvement or fault on its part.

Observations by the District Commission:

The District Commission held that the bank played no direct role in the UPI online transaction conducted by the Complainant. However, it noted that the Complainant, through multiple emails and a legal notice, sought a refund from Myntra for the excess deduction. It noted that Myntra's initial response requesting transaction details was followed by silence and Myntra chose not to reply to the Complainant's requests. This indicated a deficiency in service and unfair trade practices on Myntra's part.

Consequently, the District Commission directed Myntra to refund the excess amount of Rs. 2174/- to the complainant immediately. Furthermore, Myntra was instructed to pay the Complainant Rs. 20,000/- as compensation for mental agony and harassment, along with an additional Rs. 10,000/- for the litigation costs incurred by the Complainant.