Ajio — Account has been hacked

Address:

SS Plaza, 74/2 Outer Ring Road, 29th Main Road, BTM 1st Stage, BTM Layout, Bengaluru, Karnataka, India - 560068

I raised a complaint on the 2nd of July stating that my account has been comprised, I have no access to the account as the name, registered number, and e-mail id have been changed. What really concerns me here is this happened even without me giving any OTP. I had 51, 000 INR in my Ajio wallet in the non-transferable section.

I called customer care immediately, once I realized that I was unable to login into my account. On that particular call after a lot of struggles with explanation and call dropouts, I finally managed to register the complaint "complaint ID: COM[protected]". I have also specified to not take any orders from this account until the issue has been resolved. The proceeding day I also registered an FIR with the cybercrime department sharing the phone numbers of the scammers and explaining everything in detail.

The hackers are trying to use my money by placing various orders. To cancel these orders I have to call customer care 5 to 6 times a day spending around 20 minutes each session, explaining my situation to the agents; in which the call gets disconnected multiple times and I do not even receive a call back; some agents are really incompetent they really do not understand simple English nor do they know how to get around things.

Unfortunately for me, one of the orders from the 3rd of July was packed even before I could cancel it. So I immediately sent you mail with the order id requesting you to cancel it, for which I had received no response. Then I called customer care and told them to highlight again that "Please do not deliver any orders from this account until the complaint has been resolved". But you guys still went ahead and shipped it.

I received a call from you guys yesterday saying my account has been recovered. However, at that particular time, my internet reception wasn't that good, hence I was unable to login in to ajio app. So I requested the person who called me to call me back in 2 hours and persistently stressed to not close the complaint until I confirm. I never gave consent to close the case, I strongly suggest you listen to that particular audio recording.

Fortunately, within a few mins, I got internet reception and I did manage to login into my account. To my surprise, you guys changed the phone number but did not change the mail id, what even is that HOW CAN YOU BE SO CARELESS????. And within a few mins I started receiving OTPs on my phone and VIOLAAA he took over my account AGAIN.

I was so shocked to witness the speed of the hacker for the time it took him to change the registered number, while you guys take 3 days and do not even do it properly. And let me tell you all this happened without me sharing any OTPs. (Even if you believed that I had shared the OTP the first time, you wouldn't assume me to be stupid enough to share the second time right??? RIGHT?)

I have raised a complaint again "com[protected]", now after the way you handled my complaint and for the firewall and abysmal security system you have in place. I lost complete faith in your brand and platform. This is disheartening for me as you are doing the bare minimum to resolve this. I am actively spending 3-4 hours a day from my busy lifestyle just to monitor your stuff. Adding to the misery my appetite also has reduced. Also, I am unable to sleep also due to the stress you guys are putting me through.

I request you transfer the money left in my ajio wallet to my bank account as my account is completely compromised. I understand that it is in the non-transferable section but there is no feasible solution here. I am attaching all the relevant screenshots so you can check and verify my account balance before the 1st of July. So I request you to transfer the exact amount to my bank account.