Paytm Help: How to File a Complaint to Paytm?

Paytm is a digital banking and financial technology-based Indian multinational company owned by One97 Communications. It was founded in 2011. The main services of the company are Paytm Payment Bank, digital Paytm Wallet, and digital & mobile payments system. Other products like Paytm Insider, Paytm Money,  PayPay, Paytm Insurance, and Paytm First Games are also served to consumers.

Some products of the Paytm Payments Bank are personal banking (Saving account, Wallet, and Debit Card), business banking (business, salary, or nodal account including virtual payment account), and other Paytm services for consumers and business owners.

Have any complaints about Paytm? If yes, you have the right to get faster redressal of the issue pertaining to the Paytm services or App. The best way is, to file a complaint with the customer executive team through the Paytm customer care number, support e-mail, or online mobile app (Paytm 24×7 help).

Note – If not satisfied with nodal officials of Paytm, file a case to the respective regulatory authority or quasi-judicial bodies like NCDRC/Consumer Court, SEBI, and tribunals of the state or union government in India.

How to File a Complaint to Paytm Payments Bank?

As per the customer grievance redressal policy of Paytm Payments Bank Limited (PPBL), the 3-level redressal mechanism for grievances is being provided. Customers can escalate their complaints to the appointed nodal officers of each level to obtain a resolution. You may submit the issues related to the financial products and services of Patym, as defined earlier.

Complaint Registration Fees and Resolution Time:

Tips – Have any doubts related to the compensation or specific payment transactions? Please read the Customer Compensation Policy of the Paytm.

Time Taken for Various Banking Transactions:

*These time norms are only for the indicative purpose as mentioned in the citizen charter. It may vary case by case and circumstances. For clarification, contact the banking staff or support team.

*If any case/transaction is related to a third party or outside bank entity, the extra taken TAT (Turnaround Time) will be added to the resolution time.

Note – The resolution time in level 3 is the remaining days from the total 30 working days means level 3 (days) = 30 days – (level 1 + level 2) days.

Paytm Customer Care Number

Do you want to call the customer care executive of Paytm? You can do it just by dialling the toll-free helpline number. Have any complaints regarding the services of Paytm Payments Banks? Call instantly to the executive to file a complaint through the customer care number, e-mail, or WhatsApp your concerns.

Provide the Following Information:

• Verify your name with the executive
• Nature of complaint
• A brief description of the issue
• Any evidence or proof of the incident/issue (Don’t share financially sensitive information)
• Reference/ticket number (if you already raised a complaint through the Paytm App)

Helpline Numbers:

Note – To report a bank fraud or unauthorized transaction on Paytm, dial the toll-free helpline number 1800120130 or contact through the app. Have any privacy or security queries? E-mail cybercell@paytm.com to clarify your doubts or seek help from the Cyber Cell team of the company.

Tips – If you are unsatisfied with the final resolution, escalate the grievance to the grievance officer and to the Nodal Officer of the Paytm Payments Bank. If the case is pertaining to Paytm only, you should contact the regional or headquarters office through customer care or e-mail.

Grievance Officer, Paytm

If the complaints related to products and services of Paytm like hotel, tickets, or train booking are not resolved within 4 working days or dissatisfied with responses, write a grievance letter to the Grievance Officer, Paytm at the regional office or headquarters. You can also e-mail the concerns or call through the contact number of the office.

Must Mention the Following Details in the Complaint Letter:

• Name and communication details
• The subject of the complaint
• A brief description of the issue
• Reference/ticket number of the previously opened case
• Reason for dissatisfaction with the resolution
• Also, attach supporting documents or evidence

Send the letter to the Grievance Officer through speed post. Also, e-mail your concerns or contact the officials via phone number as illustrated below:

• Address: Grievance Officer, Paytm One97 Communications Limited, B-121, Sector – 5, Noida – 201301, Uttar Pradesh, India.
• E-mail: grievance-redressal_lending@paytm.com

Paytm Corporate Headquarters:

• Address: Paytm, One97 Communications Ltd, Skymark One, Shop No.1, Ground Floor, Tower-D, Plot No. H-10B, Sector 98, Noida, UP-201301.
• Phone: +911204770770
• Fax: +911204770771

Note – Law Enforcement Agencies within the territory of India may e-mail nodal@paytm.com to appointed Paytm officials for any assistance or support regarding services or legal issues. The authorities may expect a reply within 48 hours from the company.

Address and Contact Details of Regional Offices of Paytm:

Have you submitted the letter/application successfully? Always take acknowledgement receipt as proof of submission. If it is sent by post, wait at least 1 week to get a response with the receipt.

Note – For any disputed case or grievances related to Paytm Payments Bank, please refer below (Nodal Officer, PPBL).

File an Online Complaint

The best transparent and fast way to raise a problem is an online medium (internet or mobile app). Paytm has also an online grievance registration portal. Customers can file an online complaint, send feedback, or raise concerns regarding privacy or security breaches. These all are possible just in one click after filling out the online complaint form.

Required Information in the Form:

• Name and contact details
• Product / Service about which you have a complaint
• Nature of complaint
• Give a brief detail about the issue
• The ticket number ((in case you have already registered a request for your concern)

Alert: Don’t mention any financially sensitive details like card details, identity proof, banking information, etc.

Details to Lodge an Online Complaint to Paytm:

Want to know other mediums? Customers may also raise the disputed matter on social media like Twitter, Facebook, and other Paytm care handles (Paytm for Business App).

But, be aware/alert on these platforms, don’t share any personal, banking, or financially sensitive information even to the customer executives of the company.

Important E-mails of the Respective Departments:

Note – Have you unsatisfied with the final resolution? Is the complaint pending more than 4 working days or not yet resolved? In these conditions, escalate the grievance to Nodal Officer, appointed by the Paytm Payments Bank.

Contact Paytm Money for issues regarding Mutual Funds, Pension, Paytm Gold, Stock & Investment Broking, and other related services.

Nodal Officer, PPBL

Is the issue not resolved even after contacting all the complaint resolution channels within the given timeline? Are you unsatisfied with the final resolution of the officials mentioned above? If this has happened within you, escalate this disputed case to the Nodal Officer, Paytm Payments Bank Limited (PPBL) of the jurisdiction office of your location.

The Principal Nodal Officer will resolve the complaint within 30 working days (including the days of level 1 and level 2). To lodge a grievance, you may e-mail, write a grievance letter, or contact through phone number.

Download Important Forms of Paytm Payments Bank:

Required Information in the Grievance Letter:

• Customer Type – Existing PPBL customer or non-customer
• Name, E-mail, Mobile No., and Address
• Account Number
• The issue with Product/Service
• Nature of complaint  and a brief description of the problem
• Ticket/reference number (if already submitted a concern)
• A copy of evidence or supporting documents (if required)

Send the written or duly filled complaint form (customer grievance advice) to the appointed Nodal Officer at the official address or e-mail the form to nodalofficer@paytmbank.com with the attached supporting documents. Download the important form from the table above.

Contact to:

The Nodal Officer is the authorized official of the locations falling under the jurisdiction of Banking Ombudsman offices in:

Note – Don’t forget to note down the reference/ticket number (acknowledgment receipt, if submitted by post). Not satisfied with the final resolution? Taking more than 30 working days? You should file a complaint to the Banking Ombudsman, refer below.

Banking Ombudsman, RBI

The Banking Ombudsman, the Reserve Bank of India (RBI ) is a banking regulatory body to ensure fair banking practices and protects the rights of the customers. In the case of an unsatisfactory response from Paytm Payments Bank Limited (PPBL) within a month of raising a grievance, you can file a complaint to the ombudsman online or in a written letter.

The bank will ensure that the issue must be resolved within 30 days of receiving a grievance. If this does not happen or not satisfied with the bank, you have the right to approach the Banking Ombudsman (BO). To lodge an online grievance, visit the link below.

• File an Online Complaint to Banking Ombudsman, RBI

Follow all the instructions to raise your concerns. Also, mention the reference/ticket number of the previous cases submitted to the bank. Must note down the reference/acknowledgment receipt after filing a case to BO.

Tips – Have complaints related to Mutual Funds, pension, Stock Market & Securities, or other financial services Paytm? Raise a disputed case to the respective regulatory authorities/bodies and tribunals of the government as mentioned below.

• Securities and Exchange Board of India (SEBI) – Related to the stock market, MFs, and securities
• Insurance Ombudsman (IRDAI) – The cases of insurance (general, life, health, etc.)
• National Housing Bank (NHB) – Issues of housing finance/loans
• PFRDA (Pension Fund) – Disputes related to pension and its schemes

Note – If the matter is very serious but not satisfied with the final order of the Banking Ombudsman, you should take help from a legal expert on this subject. By doing this, you can know the available legal options in your favor.

Frequently Asked Questions about Paytm

Q. What is the customer care number of Paytm Payments Bank?
A. Dial the Paytm Bank (PPBL) helpline number +911204456456 to raise a concern to the customer executive team.

Q. What is the customer helpline number of Paytm?
A. For issues related to hotel and ticket booking, dial +911204880880 and for complaints about Paytm for Business call the helpline number +911204440440.

Q. Where can I approach if my complaints are not resolved by Paytm customer care?
A. If the problem is pertaining to Paytm Payments Bank, escalate the case or lodge a grievance to the Principal Nodal Officer, PPBL through e-mail, phone number, or a written grievance letter. If the case comes under Paytm financial services, contact the respective grievance officer.

Q. Where can I file a case if complaints are not resolved or dissatisfied with Paytm Payments Bank Limited?
A. If the submitted complaint is not resolved within 30 days or if unsatisfied with the final resolution of the bank, lodge a complaint to the Banking Ombudsman (BO), RBI. To know more in detail, read above.

Reference

• Customer Grievance Redressal Policy – Paytm Payments Banks Limited
• Citizen Charter – PPBL