Name of Complainant	Goolla Srinivas
Date of Complaint	February 21, 2019
Name(s) of companies complained against	PAYTM MALL
Category of complaint	E-Com & Retail
Permanent link of complaint	Right click to copy link
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Text of Complaint by Goolla Srinivas:

This is Goolla Srinivas from hyderabad. I purchased Samsung Galaxy A6 plus mobile about Rs 21,990/- on 12th October 2018 from Paytm Mall App with order id: 6263349650 with registered mobile: 9177650055. When i purchased I noticed that there was an offer 10% additional cash back Maximum of Rs 2,500/- after 90days from the offer end date with ICICI bank debit/credit card payment. So paid with my ICICI Debit card 4017*************94 for my order. After 120 days i didn’t get cash back for my order then i contacted to customer care of paytm mall they said that the offer was not applicable for Samsung device, but they didn’t mention in the terms and conditions. They cheat me, they give me a wrong promise. So i gave a complaint to National Consumer Helpline through Phone with complaint no: 1167705 on 20-02-2019. Even though they are not supposed to give my cash back. When I purchased I read and understand the terms and conditions which they given in the Paytm Mall app,

Customer will be eligible for Additional 10% cashback
from ICICI Bank if eligible product is purchased using ICICI
Bank Credit and Debit Card,
Offer is Valid on selected products/brands in
all the Categories.
-This otfer is valid on EMI schemes as well
-Minimum order amount should be equal to or more than Rs
3000 to qualify for Additional cashback of 10%.
-Maximum Additional Cashback per customer
will be Rs 2500,
To avail the offer, the complete order value should be paid
using ICICI Bank Credit & Debit Card. Hybrid Transactions
will not be considered for cashback
Paytm Cashback amount mentioned on Product Display
Page will be credited to customer’s Paytm Wallet within 24
hours of shipment, All the applicable TnCs of Promo Code on
Product Display Page are applicable.
All the applicable TnCs of “EMI/No Cost EMI”
are applicable
-Customers making payment through any other bank cards
will not be eligible for Additional 10% Cashback.
This offer is not valid on Credit Cards issued by ICICI
Bank but powered by American Express, Also, offer is not
valid on corporate, commercial cards issued by the Bank
-Additional 10% Cashback Maximum of Rs, 2500/
customer) will be credited in customer’s ICICI Bank Credit
and Bank account within 90days of the offer end date.
-Cancelled and returned orders will not be eligible
for Cashback/Offer,
Offer/ Cashback is not valid in OfFline Channel,
Offer period for campaign is th October, 2018 to 15th
October, 2018. However, ICICI Bank and Paytm reserve the
right to extend or cut short the offer at their discretion.

I noticed that,
In the above terms and conditions there was no information about Samsung device and they didn’t mention that the Samsung device not applicable in the offer.

So,
On 13-10-2018 11:16 AM I raised a query with query ref no: 90798915 in the paytm mall customer care help section of paytm mall app as following message,

my order id is 6263349650
Samsung Galaxy ab plus gold mobile,
i purchased with ICICI debit card, so I would like to know about
my additional 10% cash back for my order
13-10-2018 05:32 PM

On the same day I got a reply message as
Dear Srinivas,
I understand that you’re concerned about cashback/promo
benefits for your Order Id: 6263344650 & product Samsung
Galaxy A6 Plus 646 old. I’d like to inform you that as per
the terms and conditions of the ICICI offer,
-customer will be eligible for Additional 10% cashback
from ICICI Bank if eligible product is purchased using ICICI
Bank Credit and Debit Card,
Offer is Valid on selected products/brands in
all the Categories.
-This otfer is valid on EMI schemes as well
-Minimum order amount should be equal to or more than Rs
3000 to qualify for Additional cashback of 10%.
-Maximum Additional Cashback per customer
will be Rs 2500,
To avail the offer, the complete order value should be paid
using ICICI Bank Credit & Debit Card. Hybrid Transactions
will not be considered for cashback
Paytm Cashback amount mentioned on Product Display
Page will be credited to customer’s Paytm Wallet within 24
hours of shipment, All the applicable TnCs of Promo Code on
Product Display Page are applicable.
All the applicable TnCs of “EMI/No Cost EMI”
are applicable
-Customers making payment through any other bank cards
will not be eligible for Additional 10% Cashback.
This offer is not valid on Credit Cards issued by ICICI
Bank but powered by American Express, Also, offer is not
valid on corporate, commercial cards issued by the Bank
-Additional 10% Cashback Maximum of Rs, 2500/
customer) will be credited in customer’s ICICI Bank Credit
and Bank account within 90 days of the offer end date.
-Cancelled and returned orders will not be eligible
for Cashback/Offer,
Offer/ Cashback is not valid in OfFline Channel,
Offer period for campaign is th October, 2018 to 15th
October, 2018. However, ICICI Bank and Paytm reserve the
right to extend or cut short the offer at their discretion.
Thank you for shopping with us!
Sincerely,
Paytm Mall Care
13-10-2018 09:10 PM

By the above message i didn’t get clarity on ICICI debit card offer so again i sent the following message on 14-10-2018

I’m requesting you that I have to know that additional
10% cash back offer to my order is applied or not, just this
is i wanna know that’s it
14-10-2018 04:52 AM

I got the following message

Dear Srinivas,
We are happy to assist you, This is regarding your order
number 6263349650
As per your concern, I would like to inform you that as I
have checked and found that you are eligible for the ICICI
offer and also would like to inform you that Additional
10% Cashback ( Maximum of Rs. 2500/ customer) will be
credited in your ICICI Bank Credit and Bank account within
90 days of the offer end date, So kindly wait for the same
Also, I would like to inform you that in order to get
connected with us you can give us a call at 011 3377 6677
Call from registered mobile number for faster assistance
Should you need any further assistance, please let us know
Sincerely
Paytm Mall Care
paytm
14-10-2018 06:13 AM

Then i waited for 120 days after 120 days i didn’t get any cash back so I raised a query on 19-02/-2019

i didn’t get the additional cash back for my icici bank
card, 10%, i didn’t received yet, so please consider my
request, thank you
19-02-2019 03:25 PM

I got reply same day as

Dear Srinivas,
We acknowledge your concern and understand that your
concern is regarding Order 6263344650 for Product
Samsung alaxy Ab Plus 64G Gold
We are working on your query and will get back to you soorn
Thanks for your patience
Sincerely
Paytm Mall Care
Paytm
19-02-2019 03:29 PM

Again i sent the following message but there was no reply from paytm mall.

i do have the screen shot of the eligibility of my order the
message that I received from your end. my order is eligible for
the icici offer 10% additional cash back
19-02-201 03:34 PM

I noticed that they didn’t mention that Samsung Mobile devices not applicable in the offer in the terms and conditions. They cheat me.
So please consider my request for Justice.
Thank you Sir.

Goolla Srinivas
6-7-537/1
Mudiraj Bhavan
New Bhoiguda
Hyderabad 500003
9177650055
8099224678

Image Uploaded by Goolla Srinivas: