Swiggy Escalation Matrix

[metal_heart]

Hi All,

I need help with some Swiggy Escalation matrix and/or higher ups email to help resolve an issue.

In 2022, I got food voucher from my org. I opted for Swiggy, as it was Swiggy wallet that time. I added those b/w mine and my wife's acccount (approx 20K). However, due to personal reasons, we couldn't use swiggy since then (neither swiggy, dineout, instamart)

In June 2023, they converted swiggy money to gift card (with expiry). I may have missed that communication (neither I could find any email sent earlier). I was still under assumption that money in swiggy is safe

However, last week I noticed that both mine and my wife swiggy balance is ZERO (which combined was approx 14K). I reached out to support and escalation team to consider this exception scenario (explaining my situation to not be able to use money) and re-instate the money. However, they denied any such request and money is forfeited

This is a big amount of money to be lost like that, especially when there was no such policy when it was added.

Need help from forum to help escalate the issue and help with some higherups email / connects. (Already escalated to support and escalation team).

 

[Tejo]

14k profit for swiggy.

Things you need to verify, not to trust any one.

 

[ritwik2000]

grievances@swiggy.in

deepak maloo - avp cx swiggy (get his email from rocketreach)

sriharsha.majety@swiggy.in - ceo

also if you have good no of LinkedIn connections write a post and tag both of them. good luck.

 

[metal_heart]

grievances@swiggy.in

Have already reached out to them. They have expressed their limitation stating policy and no exception.

sriharsha.majety@swiggy.in - ceo

2 years back, I looped him over email / linked /twitter. It fell on deaf ear. Obviously his mailbox is monitored and managed, who either flag these email to junk or just block


Will anyways try again; as it alot of money at stake

 

[Yugi]

According to RBI Rules:
1) They can reissue new gift card with same balance as old one with new expiry date
2) Refund the money to the source from which gift card is purchased

Link: MC Explains: What happens to your expired bank-issued gift cards? Here’s the answer (moneycontrol.com)

Please quote these to customer care and threaten them to escalation to RBI.

 

[metal_heart]

Thanks for the suggestion(s). I have yet again sent an email to escalation team for consideration & re-activation of gift card.
Will take the suggested steps, if they deny again.

Will keep you all posted

 

[ritwik2000]

any update on this case ?

 

[metal_heart]

After lot of followup and escalation; Swiggy finally resolved the matter.

They re-issued the gift card with a years validity. Though they didn't say, if its part of process or an exception given; but the amount of mental agony it took; i'll rather consume them timely.