Axis Bank — amount neither received by the recipient nor refunded back to my bank account.

Website:

www.axisbank.com

Hi,

On 5th nov'2017 i have initiated a fund transfer of rs 1500 to "paytm mobile solution pvt ltd." but the amount was neither received by "paytm" nor it has been refunded back in to back account.

I have been following it up with both the parties axis bank and paytm since 5th nov'2017 but none of the parties are providing sufficient and adequate information to me even after sending numerous email to both the parties.

On 17th nov'2017 it was paytm who responded back with a concrete information regarding the transaction (Order# [protected]).
Paytm query no (S).
42289828
42292779
43071527

Response from paytm to me:
"hello sayyad,

This is regarding your concern registered with us under the order [protected]

We regret to inform you that the bank could not process this transaction and hence it is failed. However, in case your money got deducted from your bank account, your bank would credit the same into your account within 14 working days as per their timelines/policy.

For further clarification or in case of a delay, you may reach out to your bank customer care."

I have also forwarded the response to customer. [protected]@axisbank.com after receiving this mail response axis bank customer support team responded

Response from axis bank customer support to me:

"dear mr. Azmat,

Please accept our apologies for the delay in responding to your query on bill payment refund not received.

As per the confirmation received from our concerned team, i would like to inform you that user voluntarily added the amount to your paytm cash wallet. Kindly check and confirm the same.

In case you have any other queries you can visit us at www.axisbank.com/support or call us (Call charges applicable as per your service provider) on[protected] or[protected].

Best regards,
Esther rani d
Customer support
Axis bank"

My response to axis bank customer support:
"hi esther,

I think the paytm statement and the mail sent to you with different subject line is sufficient for you to resolve the issue.

Please do the needful asap as already more than 2 weeks have been passed without any fruitful outcome.

Please do let me know if any thing else is also required from my end.

Regards,
Sayyad azmat hussain
[protected]"

They agreed that transaction has been failed and amount should be refunded back to my account.

Response of axis bank customer support to me:

"dear mr. Azmat,

Sorry for the delay in resolving your query.

We have already raised a request for your query and the reference number for the same is 36004358. Your request is under process and we will get back to you with an update at the earliest.

We require your patience and co-operation.

Best regards,
Lakshmi mounika velala
Customer support
Axis bank

On querying again with axis bank customer support i get to know that paytm has added the failed transaction amount back to my paytm wallet.

I am also attaching my current paytm wallet statement.

Please do the needful and help me out in getting my refund of amount 1500 rs.

Thanks and regards,
Sayyad azmat hussain
Mob: [protected]
Email:[protected]@gmail.com