Mohammad
TF Buzz
Hi Technofino Community,
I want to share my experience with a failed transaction on Mobikwik and the process I went through to get compensated, hoping it might help others facing similar issues.
On 1st July 2022, I made a transaction on Mobikwik for ₹2500, but the transaction failed. After the failure, I lodged a complaint through the Mobikwik app but received no response. I then called Mobikwik’s customer service, but they only informed me that my concern was being worked on. Despite emailing Mobikwik multiple times, I received no response.
On 10th July 2022, I escalated the issue to the Consumer Helpline. Finally, on 1st October 2022, after nearly three months of persistence, I received my refund.
In May 2024, I emailed Mobikwik’s Grievance Officer to ask why it took almost three months to refund my ₹2500. The reply I received was:
Dear User,
Greetings from MobiKwik!
This is in reference to your complaint against the service provided by MobiKwik.
Apologies for the inconvenience caused to you.
We would like to appreciate you for bringing this to our notice from the customer’s perspective. We will definitely work towards enriching our system as per the shared views.
If you have any concern, please do write back to us we will be happy to assist you.
Thank you for your valuable feedback
This response felt more like feedback rather than a solution. I then escalated the issue to the Nodal Officer but received no reply for 15 days. I followed up again with the Grievance Officer, who incorrectly stated that the transaction was done through a Mobikwik merchant account. I clarified that it was actually done using my personal Mobikwik account with a Mobikwik Zip Card.
Next, I reached out to Mobikwik on Twitter (X) via direct message regarding this issue. Initially, they offered me ₹1000 to settle the matter, but I declined, demanding full compensation. After repeatedly messaging them every 2 to 3 days, I was informed that my complaint was sent to the concerned department. After an additional 11 days of waiting, I finally received ₹8300 as compensation.
I am sharing screenshots of the entire communication for anyone interested.
I hope my experience helps anyone facing similar issues. Persistence and knowing the escalation paths can make a significant difference in resolving such matters.
Best regards,
MR Shaikh
I want to share my experience with a failed transaction on Mobikwik and the process I went through to get compensated, hoping it might help others facing similar issues.
On 1st July 2022, I made a transaction on Mobikwik for ₹2500, but the transaction failed. After the failure, I lodged a complaint through the Mobikwik app but received no response. I then called Mobikwik’s customer service, but they only informed me that my concern was being worked on. Despite emailing Mobikwik multiple times, I received no response.
On 10th July 2022, I escalated the issue to the Consumer Helpline. Finally, on 1st October 2022, after nearly three months of persistence, I received my refund.
In May 2024, I emailed Mobikwik’s Grievance Officer to ask why it took almost three months to refund my ₹2500. The reply I received was:
Dear User,
Greetings from MobiKwik!
This is in reference to your complaint against the service provided by MobiKwik.
Apologies for the inconvenience caused to you.
We would like to appreciate you for bringing this to our notice from the customer’s perspective. We will definitely work towards enriching our system as per the shared views.
If you have any concern, please do write back to us we will be happy to assist you.
Thank you for your valuable feedback
This response felt more like feedback rather than a solution. I then escalated the issue to the Nodal Officer but received no reply for 15 days. I followed up again with the Grievance Officer, who incorrectly stated that the transaction was done through a Mobikwik merchant account. I clarified that it was actually done using my personal Mobikwik account with a Mobikwik Zip Card.
Next, I reached out to Mobikwik on Twitter (X) via direct message regarding this issue. Initially, they offered me ₹1000 to settle the matter, but I declined, demanding full compensation. After repeatedly messaging them every 2 to 3 days, I was informed that my complaint was sent to the concerned department. After an additional 11 days of waiting, I finally received ₹8300 as compensation.
I am sharing screenshots of the entire communication for anyone interested.
I hope my experience helps anyone facing similar issues. Persistence and knowing the escalation paths can make a significant difference in resolving such matters.
Best regards,
MR Shaikh
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