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Paytm Customer Care: How to File a Complaint to Paytm Payments Bank?

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Paytm Logo
Paytm (source – paytm.com)

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.

Notice - Be alert! Don't share the financial or banking details and don't share OTP to customer care executive. Protect yourself from Frauds and Scams. Report to Cyber Crime Bureau or Call 1930 as soon as possible to protect your earnings and others.
Index

Paytm for Payments, Financial services, and Banking (source - paytm.com)
Paytm for Payments, Financial Services, and Banking (source – paytm.com)

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).

Paytm has a 3-level grievance redressal mechanism to resolve the disputed cases and problems related to payments and banking services within 30 working days (as per the RBI guidelines). You may submit the grievance through the helpline number, e-mail the designated officer, or write a letter to the authorized nodal officer.

If the complaint is not resolved in the first level, you should escalate the case to level 2 and further to level 3 through the given contact number, e-mail, or address of the appointed nodal officers of the respective level. You may also visit or contact the concerned district grievance officer.

Has the case not been resolved? Dissatisfied with the response of the Grievance Officer? No need to be worried. You should file a complaint to the Banking Ombudsman, Reserve Bank of India (RBI).

The Issues That Can Be Raised to Paytm:

  • Paytm for Consumers:
    • Payments: Complaints related to bill payments and recharges (mobile prepaid/postpaid, DTH, etc.), sending money to anyone (online transactions), and online (including UPI) or in-store payments.
    • Ticket Booking: Issues related to the online booking of movies, flights, trains, or bus tickets on the Paytm App or through the transit card.
    • Financial Services: Matters pertaining to banking, Paytm Money, insurance, or saving accounts including extra service charges, fees, debit cards (ATM), etc.
    • Loans and Credit Cards: Complaints about the postpaid (includes Paytm Postpaid Mini, Elite, and Delux), credit cards, personal loans (processing, charges, EMI, etc.), or credit report.
  • Paytm Business:
    • Online Payments: Issues pertaining to the payment gateway, payment links, UPI payments, subscriptions, settlements, and saved instruments. Any case of transaction failure or unauthorized charges/transactions for specific services.
    • Offline Payments: Report the issues related to Paytm QR, Soundbox, Smart POS, or All-in-One POS. Any matter pertaining to the unethical or corrupt behavior of Paytm officials or administrative executives.
    • Business Payments: Complaints about final payouts, transactions, settlement in business or current account, etc.
    • Business Software: Disputed matters or issues related to POS billing software, Paytm for Business App, advertising on Paytm, or business Khata.
    • Financial Services: Report the issues regarding Wealth services like Pensions, Mutual Funds, or Paytm Gold. Also, raise concerns with personal/business loans, or insurance policies and products.
    • Developer: Any matter of developers pertaining to Payments API and PAI. To contact support, please visit the respective website.
  • Paytm Payment Banks:
    • Personal Account: Register complaints about personal banking like saving accounts, Internet Netbanking, Paytm Wallet, debit cards, FASTag, Paytm ATM, etc.
    • Business Account: Lodge a grievance related to Business, Salary, Nodal (Enterprise), or Virtual Payment Account including merchant payment services.
    • Products: Any problems with the Paytm products like Debit & ATM cards, Food Wallet, NACH/Recurring/Fixed deposits, or financial services.
    • Others: Report fraud, scams, or unauthorized payment transactions. Contact for the issues pertaining to KYC, deposit claims, doorstep banking, account opening, etc.

Are you using any products or services listed above? Want to register a complaint or seek help from the customer support team? First, use Paytm App ( 24×7 help). If not resolved or dissatisfied with online support, dial the customer care number to call the assistance executives.

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.

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Complaint Registration Fees and Resolution Time:

Registration Fee No Charges (₹0)
Resolution Time 30 Working Days (Read citizen charter of PPBL)
Payment Refund Within 7 Working Days ( for transaction failure)

Want to file a complaint? To raise a concern or resolve any query, call the customer helpline number or chat with the executive team (Paytm 24×7 help) on the App. Also, file an online complaint through e-mail or the complaint form. For this, follow the guidelines mentioned below.

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

The disputed case will be resolved within the resolution time in a transparent and fair manner. You may expect the final decision of the bank officials within 30 working days. Beyond it, you have the choice to approach the Banking Ombudsman (BO).

Time Taken for Various Banking Transactions:

Transaction Type Time Taken (Indicative)
Cash withdrawals at the teller/cashier 5 to 8 mins
Cash deposits at the teller/cashier 5 to 8 mins
Opening a savings account (once KYC documentation is completed) 3 Business days
Account statement via printout at the branch 3 to 5mins
Insta Debit Card Issuance 3 to 5 mins

*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.

The employees of the bank and business correspondents (BCs) of respective branches/BCs of Paytm Payments Banks are responsible to adhere the code of citizen charter and following the defined rules of customer grievance redressal policy. Customers/clients should also read the charter of consumer rights.

Grievance Redressal Mechanism of the Paytm Payment Banks:

Complaint Escalation Levels Resolution Time
Level 1 (Customer Executive) 4 working days
Level 2 (Banking Executive) 4 working days
Level 3 (Nodal Officer) Remaining days of 30 working days

*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.

A Detailed Description of the Escalation Levels:

Level 1:

As per the redressal mechanism, You can initiate an online query in the Paytm app. Open the app to select help & support (for customer support, queries, faqs) from the menu. Choose a recent payment (if need help) or a listed service. Mention the issue in the message box (Paytm 24×7 chat) You may track the ticket of registered online complaints from the same menu.

Problem not resolved? Instantly call the Paytm helpline number for Bank, Wallet & Payments, and travel & hotels, or e-mail the concerned officials. Also, contact the executive to report an unauthorized transaction or bank fraud. If not resolved within 4 working days or dissatisfied with officials, escalate to the next level.

Level 2:

Not resolved or dissatisfied with the final resolution of level 1? Escalate the grievance to the banking executives of level 2. Must mention the reference/ticket number of the previous complaint. The medium of complaints can be a customer care number, e-mail, or a written complaint letter.

You may also contact the Paytm Grievance Officer of your district. The maximum resolution time is 4 working days. If it exceeds or you are not satisfied with the officer, escalate this case to the Nodal Officer of level 3.

Level 3:

The Nodal/Principal Nodal Officer is appointed by the Paytm Payments Bank to resolve or hear the unresolved or unsatisfactory complaints of the customers, users, or clients of the bank. If you are not satisfied with the final solutions offered by the level 2 officials or the case is pending more than 4 working days then you should file a complaint to the Nodal officer, Paytm.

The mode of submission of grievance can be online as well as offline. You may contact the officials through phone number (helpline), e-mail, or write a letter mentioning the query reference number/ticket IDs of the previously raised issue.

Ombudsman:

Has the complaint not been resolved within 30 working days (from level 1 to level 3)? Are you not satisfied with the final order of the Nodal Officer, Paytm Payments Bank? The last destination to resolve this dispute is the Banking Ombudsman, Reserve Bank of India.

Note As per the guidelines of the RBI, the raised complaints must be resolved within 30 working days by the scheduled and corporate/commercial banks. If the resolution time exceeds or the customer does not satisfy with the final resolution, S/he has the right to lodge a grievance to the constituted Banking Ombudsman of RBI.

Want to contact these officials and the customer support of Paytm? Don’t worry, the official helpline number, e-mail, address, and detailed guidance to get a faster resolution are mentioned below.


Paytm Customer Care Number

Do you want to call the customer care executive of Paytm? You can do it just by dialing 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 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 Paytm App)

After the successful submission of the complaint, always ask for the reference number or ticket id to track the status. You will also get it through SMS on the registered mobile number.

Helpline Numbers of the Paytm Payments Bank and Varios Financial/Business Services of Paytm are Illustrated Below

Paytm Customer Care Number
Paytm Bank, Wallet & Payment Complaint Number +911204456456
Paytm Flights ticket, forex, travel & Hotel Helpline +911204880880
Paytm for Business Customer Care +911204440440
Merchants accepting payments through Paytm 012033663377
FASTag Helpline +918884333331
Movies & Event Tickets 01203883888
Bus & train tickets +919555395553
Hotels helpline +917053111905

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 query? 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 headquarter 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:

Paytm Office Location Address & Phone Number
Mumbai One97 Communications Ltd, IV Floor, Enterprise Centre, Domestic Airport, Vile Parle East, Mumbai – 400099.
Customer Care: 0120-38883888
Bangalore One97 Communications Ltd, 144/533, 2nd floor, 22nd main, 150 Feet Ring Road, HSR Layout 1st Sector (AGARA), Bangalore – 560102.
Customer Care: 0120-38883888
Chennai One97 Communications Ltd, II Floor, Balammal Building, No 33, Burkit Road, T Nagar, Chennai – 600017.
Customer Care: 0120-38883888
Kolkata One97 Communications Ltd, 6th Floor, Eco Station, BP 07, Salt Lake, Sec-5, Kolkata-700091.
Customer Care: 0120-38883888

International Offices of Paytm:

Country Official Address of Paytm
Kenya One97 Communications Kenya Pvt Ltd, LR No. 209/638/1, 12th floor, Pension Towers, Loita Street, PO Box 10032-00100, Nairobi, Kenya.
Bangladesh One97 Communications Bangladesh Pvt Ltd, Premises #3, (Boshoti Dream), Flat: B#6, Room No: 1, Road-20, Gulshan-1, Dhaka-1212, Bangladesh.
Dubai One97 Communications Ltd, 106, First Floor, Building No.11, Dubai Internet City Dubai, UAE.
Nigeria One97 Communications Nigeria Ltd, Adol House 15, CIPM Avenue, Alausa Ikeja, PO Box 4929, Lagos Nigeria.

For more details, click contact information

Have you submitted the letter/application successfully? Always take acknowledgment 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).


District Grievance Officers, Paytm Payments Bank

The Grievance Officers are being appointed by the Paytm Payments Bank in its district branches and outlets. In case you walk into the branch or outlets, file a complaint to these officers. They will help you to educate about grievance redressal mechanisms and escalate the unsatisfactory cases.

Details to Lodge a Grievance:

Contact District-wise Grievance Officers Click Here
Paytm Helpline Number 01204456456
Customer Grievance Advice Form View/Download

Note – To schedule a meeting with the Grievance officer of your district, SMS “GO <Area Pincode>” to +919880001234 or dial the helpline number as mentioned above. Also, you may follow the procedure and resolution process of the escalation matrix as highlighted above.

Tips  Not satisfied with final redressal or pending more than 4 working days? Don’t wait beyond the resolution time. Escalate the grievance to the Principal Nodal Officer of the bank below.


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.

Have any issues with banking, payments, or business products (including Paytm Soundbox)? You should register these problems with the respective departments of the bank and Paytm. The two ways, online net banking (for banking) and Paytm App or Web Account, you can use to report the issues.

Paytm Online Complaint - Guidance
Paytm Online Complaint – Guidance (source – paytm.com/care)

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:

Paytm Payments Bank Net Banking Click to Login
Paytm Online Complaint Form File a Complaint
Paytm For Business (Dashboard) Click Here
Business/Merchant Complaints Click to Write

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).

Alternative Ways:

Paytm App Android | iOS
Paytm for Business App Android | iOS
Social Media Paytm: Twitter | Facebook
Paytm for Business: Twitter | Facebook

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:

Paytm Assistance and Support E-mail
Privacy & security queries cybercell@paytm.com
Principal Nodal Officer nodalofficer@paytmbank.com
Law enforcement agencies (India) nodal@paytm.com

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.

Tips – If the matter is pertaining to Paytm products like business tools, payment gateways, and financial services including booking of tickets, recharge, cashback & offers, gift cards, insurance, loan, credit cards, etc. You should contact the grievance officer or appointed nodal officer from its website or app.

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:

PPBL Forms Links
Paytm Bank Complaint Form Download
ATM cum Debit Card Dispute Form Download
Unclaimed Deposit Claim Form Download

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:

Designation Principal Nodal Officer
Phone Number +911204809661
E-mail nodalofficer@paytmbank.com
Address Principal Nodal Officer, Paytm Payments Bank Limited, V J Towers, A-6, Sector 125 Noida, Uttar Pradesh-201303.

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

  • Ahmedabad
  • Jaipur
  • Kanpur
  • Mumbai
  • New Delhi
  • Dehradun
  • Jammu
  • Thiruvananthapuram
  • Bengaluru
  • Bhubaneswar
  • Bhopal
  • Chandigarh
  • Kolkata
  • Chennai
  • Guwahati
  • Hyderabad
  • Patna
  • Ranchi
  • Raipur

So, If you belong to one of these locations or don’t know what your jurisdiction is, write directly to the Principal Nodal Officer or contact them through the given medium of communication.

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 is not happened 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.

Click: 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.

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

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