| Name of Complainant | |
| Date of Complaint | April 22, 2023 |
| Name(s) of companies complained against | |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I am trying to get PayTM customer support on a refund issue but none of the customer support channel allows to reach a human interface or resolve the issue.
In-App Customer Support: There is no option provided by the vendor in the APP to select “Refund” category. The interface is driven by automated BOT and it is unable to address the query or to redirect the query to any human interface. It doesn’t even allow user to mark the query “unresolved”.
Phone / IVR Channel: The IVR gives two options to get to a human interface: OTP and 4 Digit PIN. The OTP does never arrives on the phone and system does not accept correct PIN. The same is being used for the transaction though. Weird.
E-Mail Channel: The response form Email channel self-explanatory. i.e. The PayTM company practically does not extend support through e-mail:
Paytm Care
11:57 AM (41 minutes ago)
to me
Hi,
Thank you for contacting us.
We request you to kindly raise your concern via our in-app support section at https://m.paytm.me/care since we are no longer monitoring this email ID. Alternatively, you can follow the below mentioned steps as well:
Open your Paytm App and tap on Menu icon
Go to ’24X7 Help & Support’ at the bottom of the navigation panel
Choose a service you need help with and tap on ‘Chat with Us
Type your query in the chat box and Paytm Assistant will help you resolve it.
Appreciate your patience and cooperation.
Regards,
Paytm Care
Another misleading issue: They claim to have “24×7 Customer support” option in the Application. Fact is, no such menu item exists in the APP. Also, their is no option in the APP to to register grievances.
At this point, I am clueless how to receive refund. The vendor “IRCTC” has confirmed that refund is made but PayTM is inaccessible to respond on the refund status.
Image Uploaded by Hitender Jha: