| Name of Complainant | |
| Date of Complaint | December 6, 2023 |
| Name(s) of companies complained against | MOBIKWIK |
| 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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This is to report fraudulent activity that occurred in my Mobikwik Zip account at 10 pm, IST on 6th November, 2023. I received 2 simultaneous calls in my number from Verified Mobikwik number, I repeat VERIFIED MOBIKWIK NUMBER to stop an unauthorized login as my account was accessed by someone else and asked me to type OTP that I received on the dial pad while being on call . As soon as it was completed, hackers accessed my Mobikwik wallet and transacted a total of 69,460 in 2 transactions The hackers sent continuous OTPs into my account to keep my phone almost unusable and not allow me to logout from app immediately and stop these transactions.
I immediately filed an FIR in my nearby police station as well as Cyber cell and RBI Ombudsman within 24 hours of Fraud. Finally, the login alert was immediately adhered to within 15-30 minutes and I also sent Mobikwik an immediate response saying it was not me who logged in .
Mobikwik cared to respond only 5-6 days later, that too via mail at the matter at hand, mentioning details that I had already provided. All calls to your support went completely unanswered. Mobikwik, based on the information I provided you can also check it using login IP and check the geo location for the same, which is totally different from where I stay. Complete lack of security protocols in your app is leading to this breach .
A completely different person enabling my identity is adding a credit card in your account and there is no 2 step verification process. The Zip wallet has an auto-debit option enabled by default without the customer’s permission.
Until and unless customer’s information is shared by your team it is impossible to be able to call customers from a verified number of Mobikwik.
I am being sent SMSes by Mobikwik to clear the dues, dues or money which is not spent by me. The investigation is still continuing as confirmed by DC , South Bangalore and Whitefield Police Station. I have also been advised by the police department to not proceed further with any repayments until the matter is resolved. Since investigations are still pending, I request you to stop sending SMSes/Whatsapp messages to clear dues when I am not liable for fraudulent transactions and there is a major security gap in your application.
In the last 1 month, I have received barely 2 replies of my frequent mails everyday from your end, that too automated messages which just showed your lack of customer support.
If this reaches any other further level, I have my NALSA and RBI Ombudsman case ready and filed against you .
Also, this post is a way to warn all my acquaintances that any call/messages from Mobikwik should be disregarded as that is the last heinous method they will take even when repeatedly mentioned about fraudulent money transaction.
