| Name of Complainant | |
| Date of Complaint | September 16, 2023 |
| Name(s) of companies complained against | PayU money |
| 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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I am writing to express my deep disappointment and frustration with the recent experience we have had with PayU, a payment gateway service that we have been using for the past year.
Over the course of this year, we have successfully conducted numerous transactions through your platform, and we have appreciated the convenience and efficiency it has brought to our business operations. However, our recent encounter with the account re-KYC process has left us severely dissatisfied.
Initial Document Rejection: Upon submitting our KYC documents, they were initially rejected without any clear explanation. This led to significant delays and confusion on our end.
Inconsistent Communication: After resubmitting the documents, it took over a month for PayU to finally accept them. During this period, the lack of communication from your end left us in the dark, unsure of the status of our account.
Unreasonable Delays: Even after accepting our documents, PayU has been consistently delaying the release of our funds. Every time we inquire about the status, we are met with further delays. They have repeatedly asked for additional documentation, despite having all the necessary documents from our end initially.
Inaccessible Customer Support: We have been desperately trying to reach out to your customer support team for assistance, but our attempts have largely gone unanswered or have resulted in vague responses that do not address our concerns adequately.
As a result of these ongoing issues, the amount of settlement funds that PayU is withholding from us is nearing ₹4 lakhs, which is causing significant financial strain on our business.
We understand the importance of KYC procedures and compliance, but the inconsistencies, lack of transparency, and repeated delays in our case have caused us undue hardship and have adversely affected our operations.
We kindly request that you urgently address these concerns and expedite the release of our funds. Additionally, we ask for clear and concise communication regarding the status of our account and any outstanding requirements.
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