Name of Complainant	Hardeep Singh
Date of Complaint	November 28, 2020
Name(s) of companies complained against	PayTM
Category of complaint	Cyber Crime
Permanent link of complaint	Right click to copy link
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Text of Complaint by Hardeep Singh:

Dear Sir/Madam,

1. I am Hardeep Singh, R/O House No. 1264, Sector 90, Mohali, Punjab, and wish to register a complaint against Paytm.

2. On 01 Oct 20 at 2000 hours, I had done a transaction through Paytm, transferring Rs. 3501/- to Nutramin Store (https://www.nutramin.in/) for purchase of ON (Optimum Nutrition) Gold Standard 100% Whey Protein 5 lbs. The name of the recipient was that of my wife, Navneet Kaur, whereas the money was paid from my Paytm account. Having waited for 9 days and not receiving the product ordered, I learnt that the dealer (Nutramin) is a fraud.

3. I registered a complaint with Cyber Crime Cell (Ministry of Home Affairs) on 09 Oct 20 against Nutramin Store. On 10 Oct I received a mail from cyberpolice.mha@gov.in stating that my complaint has been accepted against  Acknowledgement No. 22510200064843.

4. On the same date, I lodged a complaint with Paytm Cyber Cell by writing a mail, requesting them to try and reverse the transaction. The Wallet Transaction ID was 31339248473 dated 01 Oct 20. Relevant screenshots were sent to Paytm.

 

5. On 09 Oct 20 itself, I received an auto reply from Paytm, allotting me Ticket No. 173531735.

 

6. On 13 Oct 20 a mail was received from care@paytmbank.com stating that the money has been recovered by them and put on hold, and asking me to lodge a complaint with the local police who would send a Police Directive from their official email ID, following which money will be reverted to my Paytm wallet. The said mail is reproduced below:

 

Dear customer,

This is with reference to your query regarding the transaction done from your Paytm Wallet account. We have checked and found that amount of INR. 3501.0 against order/transaction Id  31339248473 was transferred to merchant NUTRAMIN

Further, we were able to recover the amount and placed the hold on the same. We suggest you may lodge an FIR/police complaint against the transaction clearly mentioning therein the entire factual details of the incident and ask the police to forward the copy of FIR to us at ” cybercell@paytm.com” for the next course of action.

For the reversal of this amount, please provide us with police directive. For your reference please check the link  https://www.paytmbank.com/uploadfiles/police_directive_refund_template.pdf  to have the idea what information Paytm requires in police directive. Police directive should be mailed only from the police govt. authorized email id to our email id ” cybercell@paytm.com”. Once we receive the same will proceed further.

Also, we suggest you to change your password at the earliest to avoid any future misuse.

Note:- In case we do not receive any further communication in this regard within the next 7 days we will release all funds related to this case.

If you have any queries, please reach out to us.

Regards,
Cybercell Team

Paytm Payments Bank

7. On 14 Oct 20 I filed a complaint with Alankar Police Station, Pune (where I am presently working in a private institution since 02 Sep 20) and intimated Paytm, attaching a copy of the complaint and the stamped receipt given by Police.

 

8. On 14 Oct 20 at 1648 hours, I received a mail from Paytm that the money cannot be recovered as it has already been credited into Nutramin account. On the same date at 2244 hours I received another mail from Paytm stating that they have recovered the amount from Nutramin and placed it on hold while waiting for the communication from the Police.

 

9. On 19 Oct 20, the Police Station in Pune informed me that they have sent a Police Directive to Paytm from their official email ID ps.alankar-pune@gov.in. I forwarded the received document to Paytm on 19 Oct 20 and informed them that the Police have already sent the same to them.

 

10. On 31 Oct 20 yet another mail was received from Paytm stating, “we are unable to recover the amount since it has been consumed by the receiver.” Thus, they kept changing their statements. But surprisingly, they kept on insisting on communication from the Police. They sent another mail on 02 Nov 20 that they have not received the Police Directive.

 

11. Since then there has been exchange of a few more emails but Paytm has failed to reverse the amount of Rs. 3501 to my Paytm wallet.

With thanks and regards,

Hardeep Singh
Mobile No. 9780263280

Image Uploaded by Hardeep Singh: