The Hindu Business Line

Paytm users left in the lurch without clear redress system


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

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

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 customerca­re 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.

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