Name of Complainant	Nileshkumar Nakrani
Date of Complaint	August 19, 2023
Name(s) of companies complained against	MOBIKWIK
Category of complaint	Cyber Crime
Permanent link of complaint	Right click to copy link
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I received a call from the number 77987 87866 mobile wallet company at 07.32pm of 11.08.2023, which I answered and but ignored the information received through IVR and then again I received a call at 07.33PM from the same number with the same information (please note that their customer care operating hours are 09.00AM to 08.00PM, which I didn’t know earlier) still I received a call from their customer care number, which was identified and shown by my Truecaller as the number belonging to Mobikwik customer care. So I was pretty sure that this call was a genuine call from Mobikwik. Please note that it was an IVR (Interactive voice response) call, which informed me that my wallet has been accessed on an unknown device and prompted me to block this unauthorized access by typing the OTP sent through a message by Mobikwik, even this message was also read and detected by my truecaller to belong to Mobikwik so I immediately entered that OTP (Please note that I only typed the OTP in my phone as done in usual process of IVR confirmation or validation and did not send the message or told the OTP to anyone over call. Still they traced the OTP and used it to link my wallet with the MYNTRA. Thereafter within a matter of few minutes my wallet and pay later account were deducted a total of Rs 45994.00 and transferred the money to MYNTRA. I tried to do all my possible efforts to block these transactions through Mobikwik wallet but by the time I could figure it out how to do it, it was all over.

I would like to stress few points here, please consider these:

1. It was a call from the customer care number, so Mobikwik itself or their customer care people were surely involved in this fraud.

2. The time they choose to do this financial fraud was such that the customer care operation was closed (but surprisingly I still got the calls from their customer care number). So, I had only option to write an email to their fraud alert team immediately (around 09.00pm) at their email ID i.e. fraudalerts@mobikwik.com regarding the unauthorized transaction of Rs 45,994 from my Mobikwik wallet and ZIP paylater account and registered a complaint and requested them to block these transactions immediately. I had also emailed them the screen shots of the transactions as a proof of the fraud.

3. It has been about 10 days since I registered a complaint and also sent 4-5 reminder emails to Mobikwik to update me on the resolution of my wallet misuse issue and to refund the amount in my Mobkwik account but so far I have not received any update or refund from Mobikwik.

4. I have also registered the complaint on the Cyber Crime Portal of MHA by uploading all the above details within 24 hrs of the fraud. But from them also I did not receive any update regarding the blockage or return of the transacted amount.

Kindly do the needful to resolve my case and return the money to me

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