I am filing this complaint against Flipkart for gross negligence, data misuse, unfair trade practices, and enabling identity theft through its defective mobile exchange process.
Incident Details:
Between February 7th and 8th, I placed an order on Flipkart for a Motorola Edge 30 Ultra under an exchange offer.
On February 7th, the delivery executive arrived to process the exchange. During the inspection:
He installed the Flipkart reset/testing application on my phone.
He used his personal device to photograph my mobile.
He captured and stored a screenshot of my mobile’s IMEI number.
After conducting tests, the originally quoted exchange value of ₹16, 000 was arbitrarily reduced to approximately ₹10, 000.
I rejected the delivery due to unjustified price reduction.
On February 8th, the delivery executive returned and:
Claimed he had a “dummy” phone (same model) that he could use to complete the exchange.
Re-ran the test on my phone and further reduced the exchange value to ₹7, 000–₹8, 000.
Attempted to manipulate the test process by selectively clicking “Yes/No.”
Offered to pass the exchange test fraudulently if I agreed to give him my phone for ₹11, 000–₹12, 000.
Explicitly stated he could exchange the dummy phone instead of mine.
This clearly establishes:
* Attempted fraud
* Manipulation of exchange valuation
* Intent to misuse system loopholes
I rejected the offer. The delivery executive left angrily. The order was cancelled.
Serious Breach: IMEI Theft and Identity Misuse
During the process, the delivery executive captured and stored my phone’s IMEI number on his personal device.
Subsequently:
When I placed another order using the exchange offer, my IMEI was marked as “Invalid” by Flipkart’s system.
An IMEI becomes invalid only when it has already been marked as exchanged in the system.
This confirms that my IMEI was fraudulently used to exchange another device.
This establishes that:
My IMEI was stolen.
It was misused to process a fraudulent exchange.
Flipkart’s exchange system enabled this theft.
Flipkart failed to protect sensitive customer device identifiers.
IMEI is a unique device identity number. Unauthorized capture and misuse of IMEI amounts to identity theft and data misuse.
Flipkart’s Negligence-
Flipkart’s exchange process allows:
Delivery executives to use personal devices to capture customer device data.
Storage of sensitive identifiers like IMEI without customer consent safeguards.
No real-time customer verification before marking IMEI as exchanged.
No audit trail transparency.
No customer notification when an IMEI is processed in the system.
Despite raising multiple complaints through Flipkart’s support channels, the company has:
Refused to take responsibility.
Failed to investigate transparently.
Failed to restore my IMEI validity.
Failed to disclose how and by whom my IMEI was used.
This is a clear case of:
Deficiency in service
Unfair trade practice
Data protection failure
Enabling fraud through systemic loopholes
Relief Sought:
I request the Consumer Forum to:
Direct Flipkart to immediately investigate and disclose:
The device and order in which my IMEI was used.
The delivery executive responsible.
Restore my IMEI validity in their system.
Compensate me for: Mental harassment
Loss of exchange opportunity
Data/identity misuse
Impose penalty on Flipkart for negligence and unsafe data practices.
Direct Flipkart to revise its exchange process to prevent such identity theft in future.
Was this information helpful?
Post your Comment