| Name of Complainant | |
| Date of Complaint | January 24, 2022 |
| Name(s) of companies complained against | Phonepe |
| Category of complaint | Banking |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Dear Madam/Sir,
To make the payment to one of our merchants we used the PhonePe app. We made the transaction of Rs. 5000 successfully. Following day, the other Rs. 5000 transaction was unsuccessful and our money got stuck in the PhonePe wallet. Where it’s not accepting any payment using our wallet money.
Then we immediately contacted the customer care, as per their customer care agent suggestion we made a request to close our PhonePe wallet. So that the amount of Rs. 5000 in our wallet will be instantly refunded to our original mode of payment i.e., Credit Card. But it doesn’t happen on initial ticket #144798544. They informed me that they are working to close the wallet and advised me to wait for 7 days. But they have closed that ticket without any resolution in 7 days.
So we contacted them and escalated the issue multiple times by raising multiple tickets #142845277, #145557260, #145624063, #152538585, #152539799. Every time they are advised to wait for the next 7 days to get the refund. But they have closed those requests without any resolution.
We have faced many problems contacting them N number of times to escalate the issue, wait for the supervisor call and end up with no resolution for it. The customer care agents and supervisors are very rude, and they do not have a minimum sense on how to treat a customer with the issue and no responsibility to resolve the customer’s issue. When we call them, some say it’s an IT glitch, some say it’s the previous agent error and some say we cannot do anything, they have no answer why our money is with them, they have no idea where the error happens. They can see only one thing: that my wallet closing request has been pending without processing for 5 months, even after multiple requests and escalations.
I was so surprised that the RBI and Government has not checked the quality of working and service provided by PhonePe, which is used by a lot of people. They do not have a customer care email address where we can escalate the issue, they do not have follow-up with the customer process. They have only call support which is of no use and with no proper policies.
Because of that irresponsible team and useless app, we lost our Rs. 5000 (literally PhonePe was stolen and I got cheated by them), Which was deducted from our credit card and charged interest for that amount for 5 months. In addition to that we got a penalty from the merchant for not making the payment on time. All together we lost Rs. 6000 to Rs. 7000 and a lot of time wastage and mental pressure because of this PhonePe app and its team. The amount that we lost and time we waited is a big matter for us.
Please do anything to address our issue and any help to us is much much appreciated. We are eagerly waiting for a reply on this issue and please consider this before someone loses huge more on this. We would like to bring this to your notice and getting a resolution is our last hope.
The transaction was happened on my cousin mobile the below are the details,
PhonePe mobile Number: 9492776297
Baking name: PATHIPATI VENKATA VARUN KUMAR
I have used my Credit card into his phonepe account. Please reply to me as he can not reply/talk to your mails and calls.
Contact: 9394477654
Email: ssekhar.252@gmail.com
