Paytm users left in the lurch without clear redress system

Priyanka Pani Mumbai | Updated on January 16, 2018 Published on December 16, 2016


As they faced technical snags for the past 2 days, consumers were clueless on where and whom to address their grievances

Several Paytm users across the country have been facing issues with their e-wallets for the past two days, following a technical glitch owing to the spike in traffic.

However, while all this had been happening for the past two days, consumers were clueless on where and whom to address their grievances.

While a few customers were unable to use their Paytm balance to make payments, many others simply were not able to find any amount in the wallet even though they had loaded it with money from their bank accounts.

Shashi Ashiwal, a photographer with a media company, said he had transferred about ₹100 to his wallet, but it did not reflect for more than 24 hours.

Another media professional Pooja Sarkar took it to Twitter as she was unable to find the ₹4,000 balance on her Uber account. Uber uses Paytm as its wallet.

Another consumer, Samar Khan, took it to Facebook and Twitter to complain after his ₹8,000 balance on Paytm suddenly disappeared.

No point of contact

While many took to social media for the same, others without a Twitter or a Facebook account were desperately trying to reach out to their respective banks for help. Apparently, there is no call or SOS feature on the Paytm app where one can connect to the customer-care executives.

Meanwhile, Paytm acknowledged the problem on Twitter on Thursday night and said the issues occurred as the firm was updating its systems to increase its capacity.

Founder Vijay Shekhar Sharma said on Twitter that the wallet had seen “super high traffic” because of capacity additions and installations during the day.

BusinessLine send a series of questions seeking information from the company on what a consumer can or should do in a similar situation.

We also asked the company as to who is responsible for making the refunds in such as scenario and whether there is a forum where consumers can complaint given the fact that not every consumer is active on social media.

However, the questions remained unanswered. FreeCharge and Mobikwik, the other leading players in the digital-wallet space, also did not respond to queries on how they solve such issues.

Published on December 16, 2016

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