Glad that some of the Community Members have a positive experience in purchasing the Forex. Let me enumerate my recent experience which is truly disappointing, unfortunately.
On a scale of 0-5(highest), Forex Card availability, customer support, delivery, utility, clarity on fees etc is impressive. 5/5.
Forex Purchase transaction would be rated 0/5 for the following reasons. Thankfully there is no negative rating scale is considered.
Niyo’s Brand Promise: No Markup Forex Transactions. Reality: Markup is levied without any prior information. Markup is converted into Coins. Brand Delivery: 0/5.
Overall experience as -5 out of 5.
No transparency in ensuring that what one sees on the first screen while trying to book the Forex is maintained.
No Clarity on what this Markup Coins are all about: when would they be credited, why at all in the first instance the Markup to be levied, what’s the validity of the coins, whether they can be redeemed against the domestic bookings, why at all the customer need to be stuck with the Coins instead of offering No Markup Forex as claimed and as shown in the first Screen on the App?
No clarity on how to sell the unused Forex.
No prior information on how to activate Buy Back option, unless one is in touch with the customer support and Discover every little thing as one goes along the app features while making a transaction
No FAQ upfront that is available on App or on Website or Feature specific touch based simple guidance on what to expect from the Customer Perspective. Totally inward looking UX Design, Obscure, Opaque, both Customer and Customer Support teams are unnecessarily would have to be engaged only to know the feature details!!
No Clarity on the additional fee that is applicable to be paid for the Buy Back option: is it Rs.99 or Rs.149? I was informed that for any Forex that is going to be returned below Rs.25000 the rate is Rs.99. But I was charged Rs.149 though without even knowing how much I am going to return the Forex, which is totally unacceptable.
No provision to lock in the Buy Back feature with a very nominal fee and providing the flexibility to the customer to make the sale transaction after the return from the Trip No idea as to what would be the minimum amount that Niyo would accept the returning Forex for sale. Or if any amount of returning Forex be sold after the return No proactive input on the app that clarifies on the how to invoke/activate/place the sale of Forex after return.
No prior clarity on how much extra service fee need to be paid other than Rs.149 that is already made. No illustrative example on buy back option related charges
No clarity or provision to give the hard documents in person to the delivery agent No clarity on the set of documents that one need to be ready with while doing transaction on app No assignment of the delivery person even for about 22hrs after the full payment of the transaction value No actual date and time stamp for the assignment of the delivery person
No information on when the delivery person would be assigned after the completion of the full payment
No provision to make the payment in person when delivery person arrives
No information on the Delivery Person assigned time in the series of stages the Order is progressing
No actual information was updated on the Delivery person assignment
No consistency between the Date and Time of Assigning the Delivery Person, as reflected on App and as informed by Chatbot
No assigning a Customer support person even after waiting for 1hr53minutes!!! No call back that was materialised though 2 times in 48hrs after the initial request has been made
No crisp, clear, fully legible A2 sheet that is provided before going ahead with the payment completion. Blindly one is forced to click the option only to complete the transaction. Again no sense of Customer Orientation
No delivery of One Set of All the Documents copies to the customer on the A2 Sheet, Declarations, etc when Delivery Agent arrived. No attention to detail, as one of the large value Currency Note is smudged. No fulfilment of the Forex Delivery well within 24hr assurance!!!
No prior information on what happens when a transaction is Cancelled: within how many hours or days of the complete payment can a person cancel the Forex purchase transaction, the amounts that gets refunded in full, terms and conditions.
No digital support to Delivery Agent, as his Wifi doesnt work No elicitation of Feedback proactively on any transaction or CS team.
Totally OPAQUE. Zero Markup Forex is truly a MISNOMER.
