A West Bengal consumer protection panel has pulled up BYJU’S for allegedly engaging in unfair trade practices in yet another case related to refunds.
According to The Print, the Hooghly District Consumer Disputes Redressal Commission termed the edtech major’s actions as indicative of unfair trade practices while hearing a complaint filed by a local resident. The petitioner alleged that his multiple requests for a refund fell on the company’s deaf ears, putting him through ‘mental harassment.’
In its order passed on September 27, the consumer panel, comprising members Debasish Bhandyopadhyay and Debasis Bhattacharya, noted that the edtech major ‘deliberately tried to be indifferent’ in entertaining the refund request and tried to mislead the complainant.
Subsequently, the panel directed BYJU’S to refund the course amount of INR 65,000, the cancellation charge of INR 9,498 and an additional INR 5,000 as compensation for harassment and mental agony.
“… this commission is of the view that the BYJU’S, in spite of giving specific assurances about the refund of the entire amount in case of dissatisfaction after the 15 days trial, deliberately tried to be indifferent towards the said refund and misled the complainant in one way or the other,” the commission noted.
BYJU’S declined to comment on the matter.
No Refund Despite Multiple Requests
In his plea, the complainant, Subhrajit Das, alleged that he bought a BYJU’S course for his daughter last year for an instant payment of INR 5,000. Subsequently, Das paid the remaining amount of INR 60,000 by taking a loan from a private finance company, which was to be paid in monthly instalments.
Curiously, the loan was also arranged by the edtech company’s authorised agent. Afterwards, BYJU’S reportedly sent a tablet to Das via a courier service provider.
As per the complaint, Das was also assured by the BYJU’S executive that the entire amount would be refunded if the user conveyed its dissatisfaction with the product within 15 days of the delivery of the product. In July 2022, Das wrote to the company within 15 days seeking cancellation of the service and a refund.
Subsequently, the representative asked the complainant to pay an additional amount of INR 9,498 through UPI for cancelling the course. As per the order, Das is said to have paid the amount and received reassurance that no further amount would be deducted from the complainant’s account towards payments for monthly instalments.
However, deductions from the bank account of the complaint continued without any further communication from the edtech major. Eventually, in February, Das approached the consumer protection commission, demanding a refund.
In its order, the commission agreed that the complainant intimated the matter to all concerned quarters by several mails and letters without any result. The panel also added that the entire developments indicate unfair trade practice and malafide intention on the part of BYJU’S.
The order was reportedly issued ex-parte, meaning the judgement was passed without hearing BYJU’S as nobody appeared on behalf of the edtech giant. The order stated that BYJU’S only submitted a written response where it expressed its intention to issue a refund to Das.
This comes days after it was reported that the troubled edtech major was looking to turn profitable by March 2024, even as it continues to deal with a potential debt crisis, delayed financials, mounting losses and mass layoffs.
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