Cheq Bill Payment failure and No refund horror

In July, I made two credit card payments using the Cheq app, both of which initially appeared successful. However, both transactions later failed without any email or notification, a flaw I discovered after 15 days. As a result, one card became overdue, causing an immediate 6-point drop in my CIBIL score, while the other payment, being an advance, was fortunately unaffected. Cheq refunded one transaction amount back to the source but not the second. Their customer care is extremely poor, offering only email support that takes over 24 hours to respond and providing incorrect information (providing the original transaction ref number instead of the refund reference number RRN), making it impossible for my bank to track the refund. Despite providing an updated bank statement, Cheq insists I obtain a letter from my bank stating the refund has not been credited, which is only available from the branch, otherwise, they won’t escalate the issue. In contrast, Cred’s customer care and dispute resolution are far superior, making Cheq seem suspicious and untrustworthy.