Mobikwik — credit card bill payment failed money debited from account and there is no transaction history for the same

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Ashraya 9,, Near Khodiyar Temple, New Ranip, Ahmedabad, Gujarat, 382470

I was trying to pay my credit card bill for the amount of 1871 to card no.5334xxxxxxxx1647, the transaction was failed at your end, and i didn't take the screenshot for the same but money is debited from my account and sadly there is no transaction history available for the same on your website or app

My bank message (Dcb alert - your a/c no. *8686 is debited by inr 1871 on account of pos transaction. Avail bal in a/c inr 19885.50 dt: 21/02/2020 09:57:46 am)

Read again, i am raising a query on this transaction because there is no entry in history for that failed transaction, read again don't close the complaint without understanding

Your answer which is not acceptable - ticket id13903107

(Dear user,

Greetings from mobikwik!

This is in reference to your concern regarding the bill payment transaction.

Please be informed that you have not been charged anything for the disputed transaction as the transaction was failed at our end.

Further, we request you to log in to your account and visit 'transaction history' under 'my account' to get complete details regarding your transactions.

Thank you for being a valued mobikwik customer.

Disclaimer: beware of fake videos, messages & calls claiming to be from mobikwik. Never share your password, credit/debit card pin, cvv or any confidential information since mobikwik will never seek such information.

Regards
Team mobikwik)

Now i want you to make sure to read again that i am raising a query on this transaction because there is no entry in history for that failed transaction so i can't raise a query on that transaction because that doesn't exist, read again don't close the complaint without understanding