Seeking Advice on Resolving Axis Bank Edge Rewards Suspension – Personal Expense Dispute

[aks_]

Hello everyone,

I’m currently facing an issue with Axis Bank regarding my rewards account and would appreciate your insights on how to resolve it.

Background:

• My Edge Rewards account has been suspended because the bank alleges that certain transactions are non-personal. These transactions, totaling around ₹14,00,000 across 23 payments, were for interior renovation work (carpentry and allied works) at my home—clearly a personal expense.

• The vendor originally issued a single consolidated invoice on 9th December for the total amount. However, since Axis Bank requested individual invoices, the vendor reissued them as separate invoices. All these reissued invoices bear the same billing date of 9th December.

• The actual credit card swipes, however, occurred over multiple dates between 2nd December and 9th December. Axis Bank is contesting that the invoices do not reflect the actual swipe dates, and hence they question the personal nature of the expenses.

Documentation Provided:

• I have submitted all individual invoices (as reissued by the vendor) along with a detailed End-Use Declaration confirming that these expenses were solely for personal residential work.

• Despite providing the necessary evidence, Axis Bank’s communication has been poor—calls have consistently failed, and I have not received any substantive update or resolution for over a month.

Current Situation:

Given the ongoing delay and lack of clear communication, I’m considering whether to escalate this matter to the RBI Ombudsman.

Has anyone experienced a similar issue with Axis Bank or any other bank concerning rewards suspension or disputes over transaction classifications? What steps did you take to get a prompt resolution? Any advice on whether escalation is advisable would be greatly appreciated.

Thanks in advance for your help!

 

[NABNAB is verified member.]

Even if you have one invoice, you can argue that you were paying them as and when the work progressed.

Contact the Axis Grivience once. If they aren't helpful then contact the RBIO.

 

[aks_]

I escalated it to PNO and the reply I got was the same

Dear Mr. xxxx,

Thank you for writing to Axis Bank.

This is with reference to your e-mail dated 01-04-2025 in relation to the credit card concern.

We would like to inform you that the Reward redemption on your Axis Bank credit card 7968 has been suspended due to the non-personal usage on the merchant PROGRESSIVE DESIGNS in the month of December 2024.

Hence, we would like to request you to share us the 23 transaction invoice copies worth of 1400000 towards the merchant PROGRESSIVE DESIGNS in order to check and assist you with the activation of the Edge Account.

We thank you for banking with us and look forward to your continued patronage.

this is what I have replied

Dear Tapan,



Thank you for your response to my email dated 01-04-2025.



request you to go through the attachments.



I would like to reiterate that I have already submitted a revised consolidated invoice from Progressive Designs covering all 23 transactions totaling ₹14,00,000, as requested. This invoice includes a transaction-wise breakdown with dates and amounts corresponding to the credit card swipes made between 2nd and 9th December 2024.



The invoice was reissued on a single date (09-12-2024) for accounting consistency, but it fully reflects all the transactions you have requested evidence for.



I also confirm once again that the entire expense was incurred for residential interior carpentry and allied work at my personal residence and not for any commercial or business use.



In light of this, I kindly request you to review the attached invoice already submitted and proceed with the reinstatement of my Edge Rewards account.



Please let me know if there are any additional clarifications required. I would also appreciate a direct contact number for your team, as I have been unable to connect via phone despite multiple

attempts.




Looking forward to a swift resolution.

its been 2 months now and it is just going back in circles. I have one invoice issued on 9th which mentions all the swipes between 2nd to 9th December. do you think its time I escalate it to the RBI Ombudsman?