For the past month, I have repeatedly received misleading, contradictory, and inconsistent information from Indira IVF, despite possessing documentary evidence and email correspondence that clearly establish the facts. This continued lack of transparency, accountability, and responsiveness reflects a highly unsatisfactory standard of customer service and has caused significant distress to my family. During our first IVF cycle, we were informed that three eggs had been retrieved. Unfortunately, no viable embryos were developed, and the embryos were subsequently discarded. Following this outcome, we were advised not to proceed with another self-cycle and were instead recommended to use donor eggs. Thereafter, seven embryos were successfully created using donor eggs and frozen by Indira IVF. Subsequently, while preparing for the embryo transfer procedure, we were informed that my wife had a uterine fibroid and were advised to undergo surgery before proceeding further. We were told that the surgery was necessary and were asked to pay approximately ₹50,000 for the procedure. Since we were covered under a corporate cashless health insurance policy, we sought a second opinion from Fortis Hospital. The specialists at Fortis informed us that the fibroid was very small, located outside the uterine wall, and did not require any surgical intervention. They also expressed concern that surgery had been recommended for a condition that, in their professional opinion, did not warrant such treatment. Throughout this IVF journey, we have spent approximately ₹3 lakhs and were compelled to take a bank loan to manage these substantial medical expenses. During the course of treatment, my wife conceived naturally. Last month, I personally visited the Indira IVF center, informed Ms. Indu Thakur of this development, and submitted all relevant medical reports for verification. As we no longer required IVF treatment and the embryo transfer procedure was never carried out, I requested Ms. Indu Thakur and Dr. Reema, the Center Head, to process a refund for the unused portion of the advance amount paid towards services that were never availed. Ms. Indu Thakur informed me that the matter had been forwarded to the Head Office for approval and assured me that, after necessary calculations, a refund of approximately ₹20,000 would be processed. She further stated that she would provide an update regarding the refund status. However, despite repeated follow-ups, I received no communication from the center. When I pursued the matter again, I received an email stating that no refund was applicable because the services under the selected package had already been availed. Furthermore, I was informed that there was an outstanding amount of ₹5,918 allegedly payable by me. When I requested a detailed explanation along with cycle-wise and service-wise invoices, I received another communication stating that there was no outstanding amount and that I was instead eligible for a refund of only ₹5,000. These repeated changes in position—from a refund of approximately ₹20,000, to an alleged outstanding balance of ₹5,918, and then to a refund of ₹5,000—raise serious concerns regarding the accuracy, consistency, and credibility of the billing and refund calculations provided by Indira IVF. After carefully reviewing the consultation records, invoices, and supporting documents in my possession, I have reason to believe that I have been misled throughout this process. The constant revision of statements, lack of transparency in billing, and unexplained changes in refund calculations appear to be an attempt to avoid processing the rightful refund due for services that were never utilized. Given the contradictory information provided and the absence of a satisfactory explanation supported by transparent documentation, I am left with no option but to pursue appropriate legal remedies and raise this matter before the relevant consumer and regulatory authorities.
Translated by Google
