[Resolved]  Mobikwik — Refund after payment failure

Aug 29, 2022

Updated by kislaykushal Having really tough time getting a response back from customer care. Despite of raising the issue on 12th Aug issue has not been resolved yet even I have not received any communication back from mobikwik.

Mobikwik has put my ticket on hold, as a result of this I am not able to communicate via my ticket that renders Mobikwik help completely useless.

I have tried reaching to them on social media platform there also I am not getting any response.

That leaves me with only one option, to call there customer care number. Here my real orders begins here is by date descriptions of my conversation with mobikwik.

13th Aug
Tried calling them 10 times, was successful once with wait time of 30 mins. I was assured that ticket had been raised and I will get resolution within 48 to 72 hours.

16th Aug

Tried calling them 15 times, was partially successful 3 thrice as my call was cut abruptly all 3 times, At last was I was successful at 6:34 PM I had to wait for 37 minutes to get an update. I was told that sir as there was holidays in between please give us 72 more hours. I thought it was genuine reason and I agreed.

20th Aug

Tried calling Mobikwik 16 times again 4 times call gets disconnected between conversation, finally managed to talk to customer care executive after waiting for 28 mins. I was told to give a screen shot from myntra stating that transaction has failed on my ticket, When I told that i cannot write anything in my ticket They removed the hold from my ticket and I uploaded the screenshot in my ticket.
Then I was told that it will be resolved in 7days i.e latest by 26th aug. I agreed to that time line as well.

26th Aug

I had a conversation with Mobikwik customer care (Now I was getting worried and started noting names of customer care executives) . Now Rishabh (Customer care) promised me that I will get the refund within 1 hour or atleast I will get a call within 1 hours and meanwhile he is escalating this issue.

27th Aug

Tried calling Mobikwik 6 times, on 6th attempt was able to talk to Customer care executive Shariq. He apologized for last day deadline and he promised me that in another 48 hours this issue will be resolved.

29th Aug

Was lucky to reach to customer care on my 3rd attempt, this time I was having conversation with Swapna. She again apologized for missed time time and giving me another deadline of 48 hours . I was really worried and disagreed and told her that I wanted a escalation contact so that i can speak to them, as my issue was not being resolved. I was put on hold after sometime I was told that she has spoken to her senior and this issue is being escalated. I asked her that my issue has already been escalated twice by Rishabh and Shariq what happened to those escalation. She again put me on hold and told me that I can get escalation email contact from Mobikwik website. As I am aware that no email id is present in website, I was being deliberately misled. After that I was really getting worried and politely asked her that can I record this conversation?
To Swapna credit she happily agreed, so I asked her that more than 15 days have passed and no resolution has been given please provide me an escalation contact, she replied back that she can't provide it and also she can't provide me with an ETA as well.

Then phone was disconnect.

I am really worried about my money and Mobikwik customer service as they don't care about customer issue resolution.

I know few things about payments and failure do happens there but the way Mobikwik is is responding to my issue, I have seriously doubts about there process or intentions.

They are trying it deliberately to make it difficult to reach customer care.