MobiKwik: How to Lodge a Complaint with MobiKwik?

MobiKwik is an Indian fintech company for online payment and credit services. It was founded in 2009 and is operated by the One MobiKwik Systems Limited. MobiKwik has a digital payment system, UPI (Unified Payment Interface) enabled money transfer and digital wallet.

Do you have any complaints about MobiKwik? For issues such as transaction issues or technical errors, submit your concerns to MobiKwik customer care through the toll-free helpline number, email, or mobile app. Business clients for payment gateway or payment settlement can complain to MobiKwik Business support.

Resolve the issues:

• Recharge and bill payments: Data plans, DTH, and utility bills through BBPS such as electricity, gas, water, insurance, etc.
• Shopping and cashback: Shop online and offline including e-commerce platforms, food delivery apps, petrol pumps, retail chains, pharmacies, kirana stores, etc.
• Money transfer and UPI: Transfer money to bank accounts or other users via UPI, MobiKwik Wallet, or MobiKwik Wallet to the bank.
• Credit and loans: Through MobiKwik Zip for buy now pay later (BNPL) service
• Investment and insurance: Invest in mutual funds and buy insurance products, such as life, health, travel, and cyber insurance.
• MobiKwik for Business: EDC Machine, VIBE (payment box), and loans.
• Others: It also operates a payment gateway subsidiary, Zaakpay and Xtra (Saving account)

Have not been resolved within the resolution period? You can escalate the complaint to the Grievance Officer of MobiKwik. For payment service provider problems, contact the partnered bank.

If lodged complaint is not resolved within 30 days by MobiKwik then file a complaint to the Banking Ombudsman (RBI). UPI-related technical issues can be reported to the National Payments Corporation of India (NPCI).

How to File a Complaint with MobiKwik?

According to the grievance policy, MobiKwik has three levels for resolving complaints related to its payment, investment, or financial services/products. If not resolved at the initial levels, escalate the grievance to the authority of the next level.

For MobiKwik, follow this grievance redressal mechanism:

• Level 1: Customer Care, MobiKwik
  • Register complaints through the toll-free number, email, or chat using the app’s help & support.
• Level 2: Grievance Officer, MobiKwik
  • If unresolved within 7 business days, escalate with the reference/ticket number to the Grievance Officer.
  • Report payment issues with partnered banks such as SBI, Axis Bank, ICICI, etc.
• Level 3: Nodal Officer, One MobiKwik Systems Limited
  • If not resolved within 5 days, escalate to the Nodal Officer.

Has no action been taken within 30 days in levels 1, 2, and 3? You can lodge a financial complaint against MobiKwik to the Banking Ombudsman at the Reserve Bank of India (RBI).

Please Note: For disputes related to service charges, service quality, product, and violations of consumer rights, file a complaint with the National Consumer Helpline (NCH) of the Department of Consumer Affairs. Follow NPCI’s grievance redressal for UPI issues.

All the information provided below is verified by Complaint Hub, use it to resolve your disputes with MobiKwik.

Level 1: Customer Care, MobiKwik

At Level 1, users or business clients can register complaints related to all products, payments, and business services of MobiKwik. For this, you can call the customer care number, send an email, or lodge an online complaint (and chat) with MobiKwik representatives.

While filing your complaint, provide these details:

• Name of the complainant
• Transaction ID (if required)
• BBPS transaction detail (for billings)
• The subject of the complaint
• Description of the problem (payments, billing, booking, business/payment gateway services, etc.) with supporting document/screenshot.

Note: Please do not share financially sensitive/personal information, only use the official MobiKwik App or verified platform for help.

MobiKwik Helpline Number

Toll-free MobiKwik customer care number, e-mail, and other details to lodge a complaint:

Note: For the BBPS billing disputes, lodge your complaint to the Bharat Bill Payment System (BBPS).

Not resolved within 7 business days? Escalate your complaint to the appointed Grievance Officer. (See below)

Register an Online Complaint

To file a complaint online with MobiKwik, follow the grievance redressal mechanism through the mobile app, email, or by registering an online complaint via chat and the online portal.

Details to lodge an online complaint about UPI, payments, & MobiKwik Business:

Tips: For UPI-related matters or technical issues with NPCI, file a complaint with the National Payments Corporation of India (NPCI) grievance department through the online form.

Level 2: Grievance Officer, MobiKwik

If your submitted complaint is not resolved to your expectation within the resolution period, MobiKwik, adhering to the Information Technology Act, 2000, and Grievance Redressal Policy, has assigned a Grievance Officer.

Both MobiKwik business clients and users (consumers) can file a grievance with the officer under the following circumstances:

• Unresolved complaints by MobiKwik representatives within 7 business days.
• Dissatisfaction with the final response or resolution of any issue.
• Other matters or disputes related to products and services offered by MobiKwik.

To file a grievance with MobiKwik, include the following details:

1. Complainant’s Name
2. Nature of the issue
3. Reference/ticket number or acknowledgement receipt from the previous complaint
4. Detailed description of the issue (payment, product, or other matters)
5. Attach any necessary supporting documents, screenshots, etc., if required

To submit your grievance letter, email, or online form, use these official contact details of the designated Grievance Officer:

Note: If you have concerns about UPI, refunds, or transaction failures that remain unresolved by MobiKwik, report payment complaints to HDFC Bank, a Payment Service Provider (PSP) partnered with MobiKwik.

Level 3: Nodal Officer, One MobiKwik Systems Limited

In some cases, if your submitted grievance is not resolved to your satisfaction within 5 business days by the Grievance Officer, escalate the complaint to the Nodal Officer of One MobiKwik Systems Limited, appointed under the Information Technology Act, 2000.

With your previous reference/ticket number, send an email or write to the officer on these contact details:

Not resolved within 30 days to your expectation? Contact the Banking Ombudsman of RBI, for payment, banking, and certain financial issues. Before this, reach out to your bank, payment aggregator, or UPI-linked bank.

Banking Ombudsman, RBI

As per the Reserve Bank of India (RBI) grievance redressal policy, banks or payment aggregators (MobiKwik) registered with RBI must resolve complaints related to banking, finance, and digital payments within 30 days. If issues concerning refunds, payments, or banking services persist beyond this period, file a complaint with the Banking Ombudsman, RBI. For this, visit the link below.

Click: File an online complaint with Banking Ombudsman, RBI

Include a reference number from the previous complaint to MobiKwik, your bank, or digital bank, and specify reasons for dissatisfaction with the final resolution.

Regulatory Authority

Other regulatory authorities and legal options for disputes related to financial services such as investment, loans, or trading are:

• National Consumer Disputes Redressal Commission (NCDRC): For disputes related to the violation of consumer rights and compensation for monetary loss.
• Securities and Exchange Board of India (SEBI): For the stock market, securities/bonds, and debt funds)
• Insurance Ombudsman, IRDAI: For insurance disputes
• Pension Fund Regulatory & Development Authority (PFRDA): For Pension funds, schemes, and investments
• National Housing Bank (NHB): For housing/home loans

Legal Action

If you are not satisfied with the final orders of the respective regulatory authority or arbitration agreements with One MobiKwik Systems Limited then you may also take legal action against the company.

Click: File a case online using E-Filing to High/District Courts

Please note: Before taking any legal action, you should consult with a lawyer or legal expert to understand the applicable laws and alternatives to resolve the dispute internally with the company such as arbitration.

Frequently Asked Questions

Q1. What is the customer care number of MobiKwik?
A1. Dial the MobiKwik customer helpline number at +918069808320 to lodge your complaints.

Q2. What should I do if my complaint is not resolved within 7 business days by MobiKwik customer care?
A2. Escalate the issue to the Grievance Officer of MobiKwik with the reference/ticket number. If not resolved within 5 days, escalate further to the Nodal Officer.

Q3. How can I address a complaint not resolved within 30 days by MobiKwik?
A3. If your complaint remains unresolved within 30 days, file a complaint with the Banking Ombudsman (RBI). Report UPI-related technical issues to the National Payments Corporation of India (NPCI).

Q4. What should I do for disputes related to service charges, service quality, or product issues with MobiKwik?
A4. File a complaint with the National Consumer Helpline (NCH) of the Department of Consumer Affairs. Further, you may approach the Consumer Commission (NCDRC).

Q5. What steps can I take if I am dissatisfied with the final orders from regulatory authorities or arbitration agreements with MobiKwik?
A5. You may consider legal action against One MobiKwik Systems Limited. However, it is recommended to consult with a lawyer or legal expert before taking such action.

Reference

• About us – Mobikwik (mobikwik.com)
• Grievance Policy (mobikwik.com)