Name of Complainant	Francis Fernandes
Date of Complaint	April 6, 2023
Name(s) of companies complained against	Flipkart Pay Later
Category of complaint	E-Com & Retail
Permanent link of complaint	Right click to copy link
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I faced a serious issue with Flipkart’s customer support team. I had raised a concern regarding my Flipkart Pay Later account because my CIBIL score was getting affected. The issue was that despite having cleared all my dues, a loan account no. 61732219 was showing an open status with an overdue amount of Rs. 893. This loan account was opened by Flipkart in IDFC First Bank, whom they have a tie-up with. On 05/04/2023, I received a call from someone from the Flipkart Pay Later support team and was told that I have to go to IDFC Bank’s Quick Pay page and pay that amount.

Here is the problem. I have paid all my installments for the product for which this loan account was opened. It also showed on my Flipkart app that I had zero rupees to be paid via Flipkart Pay Later. I asked the agent how the Rs. 893 appeared on IDFC’s page when I already paid everything I owed. To that, he replied that he didn’t know why it shows that, but also confirmed that I don’t have any dues in my Flipkart Pay Later account. I don’t understand how Flipkart doesn’t have any idea why an outstanding amount is showing on a customer’s loan account when they are the ones who have a tie-up with IDFC First Bank. They should be contacting the bank to resolve the issue. But no. The agent then tells me that I have to pay the amount or deal with my affected CIBIL score myself. He also told me, to go to the bank and ask them. Now, why should I go to the bank when I don’t even have any prior contact with them because I was not the one who opened the account with them? I opted for Pay Later on Flipkart. So shouldn’t they be dealing with this matter? The transactions that I made to settle each payment also were to Flipkart, as it shows on my Google Pay account. So how does IDFC First Bank become my responsibility when the money went to Flipkart? It makes no sense.

This is where I was disgusted by their so-called support: I asked the agent to transfer me to a superior, and he hands the phone to one woman. This woman was very rude and asserted that I visit IDFC Bank’s branch and ask them why that amount is showing. As I am an English-speaking individual, I conversed in English with both of these people. But the woman made a very disturbing comment at the end of the call. She said “English ki dukaan” as if to discriminate against me. I mean, Hindi isn’t the only official language of India. English is too. So I have every right to speak in the language that I am comfortable speaking.

I was very disturbed by this incident, both because Flipkart isn’t taking responsibility for resolving an issue that is clearly from their side as I have no prior contact with IDFC First Bank whatsoever, and also because of the harsh comment from someone from their so-called support team. I have also deactivated my Flipkart account due to this horrifying experience.

I request you to kindly investigate into this Flipkart Pay Later issue became I’m sure I’m not the only customer who has faced it. I request you take strict action against Flipkart for its arrogant behavior and resolve my concern as it is affecting my CIBIL score.

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