It's not a black and white thing!

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I applied online for an international driving permit at RTO Andheri(MH02), Mumbai only to find out that my RTO was changed to DY RTO Borivali.Here the license system administrator asked me to cancel my application for the same reason.After cancelling my application as I had paid the fees of INR 1000 online I asked for a refund. At first they rejected outright saying that refund of online payments can't be availed. I found this to be very wrong as I thought why am I paying for service I didn't even avail. Then when I asked the officer repeatedly he asked me to call the Transport Commissioner(TC) office for any clarifications. When I contacted the TC office I was redirected to the Dy Commissioner (Comp), he asked me to forward details regarding my application, which I did and then he assured that I would get the refund. After processing the application he asked me to talk to the Account officer of RTO Andheri who will process my application further. I went there hoping that I would get the refund on the same day. But when I reached there I found out about the complex rule of RTO, stating that whenever an applicant pays online the RTO has to verify that the service is indeed not used by the applicant, and then the TC office will verify whether they have received the payment or not. This doesn't make sense as I cancelled my application and it was being reflected on their server that my application has been cancelled, I even showed them the receipt which confirms that I have infact made the payment. This double verification took 2 days as there was a holiday in between. Then after confirming with RTO and TC office that all the verification is done, I went to RTO to collect my refund. Now as the refund for the online payment is granted as a cheque which requires the sign of DY RTO officer, I had to wait hours as the officer was in a meeting, and to my disappointment had to return without the refund as she didn't come to office for more than two hours. In short just to get a refund(which I haven't yet), of a government service which I never used I had to wait for more than two weeks and visit the RTO more than 3 times. This costed me a lot of time, effort and money.
Now in an era where our PM promotes digital India and encourages the citizens to make payments online, I ask why is the redressal mechanism not in place? And if this is the condition why would anyone make an online payment?

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