Mobikwik — Fraud Transactions and other person's email address mapped to wallet

Address: 122002

Website: mobikwik.com

Hi,
There is a fraud happened with my MOBIKWIK wallet account. Someone has transferred 3080 Rs. to his bank account and made 40 Rs. recharge. Need to check all transactions. All these happened due to lack of below things.
1) MobiKwik Customer database security – Mismatch in account profile data.
2) MobiKwik Telecall and Email customer support - No telecall support
3) MobiKwik Web portal support ticket system – No response to tickets raised on mobikwik web portal.

I was not using the mobikwik wallet since last 1-2 year but when I started using it back in January 2017. I used to generate and enter the OTP received on my mobile number for making the transactions and login to the account.
Recently, when I checked the wallet account profile. I was able to see other person’s email address mapped to my wallet. Immediately, I started dialing below numbers to reach customer care but received response as below,

+[protected] “This call is being forwarded, please wait “ and then phone disconnect
+[protected] “The Vodafone mobile phone you are trying reach has been switched off, please call again later” and then phone disconnect

Then I raised the concern on mobikwik portal multiple times by entering my email ID ( not other person’s email ID which is registered on my wallet). When I escalated it to MOBIKWIK with the help of some internal contacts, I received a telecall and email response from mobikwik as below,

Telecall support -------- Have provided all information to customer support team and sent the bank statement and ID proof to verify the transaction but till today no revert.

Email Response[protected] “We apologize that your account has been misused. We would like to emphasize, that our security features do not allow any user to transact without the secure credentials only known to the customer. To make every transaction secure, we do not show the password which is used while logging into your Mobikwik account. And the alternate option to authenticate your transaction via OTP (One Time Password) is sent to your primary number registered on your MobiKwik wallet. As a security measure, we would insist that you change your login password and do not share the same with anyone.”

I had sent mail to their fraud alerts, risk and nodal officer email IDs also but I used to receive the auto responses saying that “please go to: http://www.mobikwik.com/help and log a support ticket.”

Fraudster has changed my wallet primary contact number also, have raised the same concern on web portal support ticket system but no response.

I am really frustrated now, have raised the concern to "Department of consumer affairs". and marked mail to [protected]@mobikwik.com shared by DOCA.

Mobikwik could have stopped the transaction and disabled the account if they could have responded to telecall or gone through my queries raised on web portal support ticket system immediately. MobiKwik has disabled the account after fraud. Now there is only 3.56 Rs. who is going to do fraud now? Need revert on below things immediately.

1) Please add money to my wallet which has been transferred to other person’s account.
2) Provide the complete full transaction statement of my wallet from the first day. It was requested to your customer support team.
3) Investigation : How is other persons email ID mapped to my mobile number. I can see that there are other customers also faced the same issue. Please refer https://www.consumercomplaints.in/mobikwik-account-closing-money-refund-wrong-em...⇄