Paytm Mobile Solutions — Scrap of books delivered instead of the mobile phone I ordered

Address:	Gautam Buddh Nagar, Uttar Pradesh
Website:	paytm.com

I ordered a mobile phone, Swipe Konnect 5.1 (Black) from Paytm on 26th Feb 2017 via their order no. [protected]. The mobile was to be delivered to my brother in law, Mr. Kawaljeet Singh on his address:

Kawaljeet Singh Vig
Guru Nanak Bag House
Near Gurdwara Parasia, Madhya Pradesh
Parasia-480441
Madhya Pradesh
Mobile : [protected]

Instead of the mobile phone, they have delivered to him a box full of scrap books. After numerous mails to them the issue has still not been resolved. Here is the sequence by sequence account of what happened

1) I first complained to them about the issue on 2nd March 2017 when my brother in law received a box full of scrap instead of the mobile phone. In response they asked me to send them an Empty Shipment Undertaking Form. On 4th March I sent them the form duly filled and also sent them the 2 snapshots of the packet we received.

2) I got their reply on 4th March that the form is wrongly filled and the " name, address and containing is incorrect" and I need to send them " the images of paytm polybag barcode serial number, inner packaging and share the weight of the shipment along with the packaging on digital weighing scale machine". I complied and sent them the new form again on 6th March 2016 and now also added the snapshot of the weight of the package. I also informed them that there was no polybag as such and whatever we received we sent already.

3) on 9th March they again sent me a form asking me to send it again "share the images of paytm polybag barcode serial number". This time I informed them that two times over the phone and now also I have marked the same in the form, that there was no poly bag just the box and seal of Paytm on it, the snapshot of which is already enclosed with, from both sides, from one side reflecting the barcode, shipping address and the other side which is open with books in it."

4) On 11th March I received the following reply that now the issue will be resolved finally: "We will ensure that we fix the issue for Swipe Konnect 5.1 (Black) against the Order [protected]. We have already escalated this case with the seller and courier partner. And will be coordinating to get a speedy resolution for you as soon as possible."

5) On 12th March, I again received their following reply: " I would like to inform you that I have already forwarded your issue to our logistic/seller department for further investigation and I will get back to you soon with the better resolution." I was relieved very much that they are working on the issue and this will get resolved now.

6) Everything was fine here and no mention of the customer undertaking form was done in the previous mails. But on 14th March, I again received their reply in which they first lied calling me and then again pointed mistakes in the form thereby making me fill it again and send it to them again. Following is their reply: "I tried calling you several times on your registered mobile number But unfortunately same was not reachable. I will do my best to work with you to resolve your issue. I understand you have a concern regarding your order [protected]. In the undertaking that you have shared with us you have mentioned that outer box was not delivered in intact condition. Please share few images of the outer box from where you have found same in damage or tempered condition."

7) On 15th they again sent me a mail asking me to share a few images of the tempered box: "we request you to share the images of the outer box where you have found same in damage or tempered condition so that we could proceed further". In this mail they again lied to me that they tried calling me on the phone. I sent them the mail: "For full two days there was not a single call on my mobile. Please call me on 9811..., 925... How many times do I have to tell you that there are no more images with us. Whatever we had has been mailed to you. Please provide me the resolution ASAP now."

8) Since that time nobody called me and informed me as to what they are doing. I again registered a fresh complaint against the fraud and then on 3rd April I received a call from one lady asking me to send the form again. I denied sending them any form now and asked them the resolution. Instead, she cut my phone down. Still in god faith, I sent them the form now again in the afternoon looking after various fields to see any error on my part so that I get any resolution atleast now.

9) on 3rd April, I received a mail from them again stating that it was from me that they did not get any revert after 16/03/2017. This is the mail: We would like to inform you that we have requested you to share the correct undertaking from you on 16/03/2017. As we did not get any revert for your end so, at this point we are unable to consider your request as we required undertaking within 24-48 hours of the requested time so that we could proceed with the investigation."

10) I again got a mail on 3rd April 2017. The mail read as follows: "I am Shweta and I am writing this email to inform you that your concern of empty box received against the order [protected] has been resolved. Also, our system encountered multiple requests generated from your end for the same concern for this order. Please note that resolution has been communicated to you for the case 22969308. Hence, we are closing this case from our end.

So Inspite of my numerous mails to them and complying with them at every point, I have not been given any solution. I have enclosed the photographs of the box we received and also filled in 4 times their customer undertaking form but they have not been able to provide me with any resolution. If I raised a new complain they would close it saying that the case is already pending. No one is there to listen to the kind of fraud has happened to me. I had waited and waited for over a month, suddenly one lady called me after I again raised a complaint with them on April 2nd and she informed me that I needed to send the form again duly filled. I still in good faith sent the form on 3rd April 2017 with the result that they closed the case altogether. I simply cannot understand how this fraud company is working and expanding their base. I look forward to a resolution through you for my heard earned money which has got waste due to them.