| Name of Complainant | |
| Date of Complaint | March 14, 2019 |
| Name(s) of companies complained against | PayTM |
| Category of complaint | E-Com & Retail |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I have been asking from the customer service representatives of Paytm regarding the process to reach to the next level in their customer service department, who specifically handle complaints and escalations. They have been closing my service tickets without giving the requested information and without my consent.
I faced an issue with the Fastag I purchased from them which did not work properly. I raised the concern to their customer service department on 3 consecutive occasions but an incorrect information was given to me every time I spoke to their customer service rep. On all the 3 occasions, they assured me that there was nothing wrong with the tag from their side and insisted me to keep getting it checked at the toll plaza only. The third instance resulted in blacklisting of my vehicle with the tag I purchased from Paytm. After the heated argument with their customer service rep post this incident, she agreed to get the tag replaced.
After few days, to my surprise, I received an email stating that there in fact was a technical glitch at Paytm’s side only and they had now made the tag functional.
I later followed up with them to get a justification for why the issue was not rectified when I raised the concern for the first time. One-time mistake due to negligence is understandable but 3 consecutive times is a concern. I wanted to highlight this issue to the senior/managerial levels at Paytm so that they can monitor the carefree working attitude of their customer service representatives. However, I am unable to reach to their next level in complaints/escalations department.
Through this platform, I wanted to check if it is necessary for organisations offering customer service at such a large scale, to have a proper channel while addressing consumer complaints/escalations. I am now concerned if Paytm has any rules and regulations to monitor their customer service reps for providing proper support to their consumers. As of now, it seems that their customer service reps are working at free will without any internal quality checks from the organisation – hence they are least bothered to do their jobs properly and can get away by repeatedly providing incorrect information to their customers.
What can a consumer do in this case? Please advise.
Thank you,
Juugbir
