Story - Made a UPI txn of Rs 1400 from Mobikwik wallet to another person (AC service technician) on October 7. Payment was pending. Later when i checked status of the transaction under help and support section, it showed that payment was unsuccessful and refund will be processed in 2 working days. So i went ahead and paid using different method. When refund didn't arrive, i raised a ticket for which the response from support team was 'Payment was successful from our end, kindly share bank statement of beneficiary to proceed further'. I then escalated this over Twitter, they were asking for bank statement again in DM, but later they committed that they raised chargeback and to wait for 15 working days. But there was no refund after 15 working days (November 7). Now again, they're back to asking bank statement. So escalated to grievance mail and then to nodal officer (Nov 12) of Mobikwik, they're also asking for beneficiary bank statement.
Till date, the transaction is shown as pending in the app and as unsuccessful if I check the status under help and support section. But all levels of support are claiming that transaction was successful and are asking for beneficiary bank statement.
Out of desperation, i reached out to the beneficiary and requested his bank statement (i know he's not obliged to share, nor is any of this his fault). He was willing to help, but doesn't use internet/mobile banking and shared screenshots of Gpay transaction list showing that he didn't receive the amount. Now he's stopped responding to my texts/calls (I don't blame him)
I'm extremely frustrated and ready to escalate this to RBI Ombudsman
Queries -
1. It's been more than 30 days since the first ticket I raised on Mobiwkik app help and support section, can i file the RBIO complaint now? Or do i need to wait for 30 days from the complaint mail to highest level of support (it's the nodal officer in this case - mailed on November 12)?
2. How much should I demand as compensation? 10k? For delay in refund and mental anguish
Thanks
@VISHESH_BANSAL @Tejo @sjmajumder
Till date, the transaction is shown as pending in the app and as unsuccessful if I check the status under help and support section. But all levels of support are claiming that transaction was successful and are asking for beneficiary bank statement.
Out of desperation, i reached out to the beneficiary and requested his bank statement (i know he's not obliged to share, nor is any of this his fault). He was willing to help, but doesn't use internet/mobile banking and shared screenshots of Gpay transaction list showing that he didn't receive the amount. Now he's stopped responding to my texts/calls (I don't blame him)
I'm extremely frustrated and ready to escalate this to RBI Ombudsman
Queries -
1. It's been more than 30 days since the first ticket I raised on Mobiwkik app help and support section, can i file the RBIO complaint now? Or do i need to wait for 30 days from the complaint mail to highest level of support (it's the nodal officer in this case - mailed on November 12)?
2. How much should I demand as compensation? 10k? For delay in refund and mental anguish
Thanks
@VISHESH_BANSAL @Tejo @sjmajumder
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