Software developer Gulshan Yadav raises a Paytm UPI complaint after repeated failed attempts to remove Autopay mandate. Learn legal remedies, RBI Ombudsman filing steps, and how Choice4Voice.com supports consumers in such cases.
Complaint Summary : Paytm UPI Autopay Removal Failure – Gulshan Yadav’s Complaint Against Paytm
| Details | Information |
|---|---|
| Complainant Name | Gulshan Yadav |
| Registered Mobile | XXXX0284 |
| Ticket ID | 200000153677 |
| Company/Brand | Paytm UPI (One97 Communications Ltd.) |
| Bank Involved | IndusInd Bank |
| Complaint Type | UPI Autopay Removal Failure |
| Issue Description | Unable to remove an existing Autopay mandate on Paytm UPI despite repeated attempts. |
| Status | Unresolved – awaiting company action |
Full Write-Up
Gulshan Yadav, a verified software developer, has raised an urgent complaint against Paytm UPI. He has been unable to remove an Autopay mandate linked to his Paytm account, despite multiple attempts.
According to him, he contacted:
- Paytm & Paytm Care
- Paytm Bank
- IndusInd Bank (linked account bank)
- Google Cloud support (technical backend)
All confirmed that the problem lies in the Paytm UPI system itself, yet the issue remains unresolved.
This complaint highlights a serious flaw in Paytm’s UPI Autopay feature, which can affect many users. If customers cannot freely cancel Autopay mandates, it raises questions of financial control, transparency, and compliance with RBI guidelines on UPI e-mandates.
Gulshan’s case underscores the urgent need for Paytm to fix system bugs and for regulators to ensure customer rights in digital payments are safeguarded.
Brand Involved – Paytm
- Parent Company: One97 Communications Ltd.
- Founded: 2010
- Headquarters: Noida, India
- Key Services: UPI payments, wallet, Paytm Bank, Autopay mandates, ticket booking, financial services.
- Regulated By: Reserve Bank of India (RBI) and NPCI for UPI transactions.
- Customer Support Email: care@paytm.com
- Official Website: www.paytm.com
Legal Cases Applicable
If Paytm fails to resolve, this issue may fall under:
- Consumer Protection Act, 2019 – Deficiency in digital financial service.
- Reserve Bank of India – UPI Guidelines – Non-compliance with UPI e-mandate cancellation rules.
- IT Act, 2000 – Technical failure causing loss/inconvenience in digital payments.
- Banking Ombudsman Scheme – Failure to provide mandated grievance redressal within timelines.
- NPCI Regulations on UPI – Violation of NPCI’s operational standards for UPI transactions.
How Choice4Voice.com Can Help
At Choice4Voice.com, we help consumers fight unresolved digital payment and UPI-related disputes.
- Consumer Forum Case: File a complaint against Paytm for deficiency of service and stress caused.
- RBI/NPCI Complaint: Draft and escalate to RBI Ombudsman and NPCI grievance portal for immediate intervention.
- Bank Escalation: Guide users to file strong complaint letters with their linked banks (e.g., IndusInd in this case).
- Cyber Crime Escalation: If unauthorized deductions happen, file FIR under IT Act provisions.
Departments & Authorities for Complaint
- Paytm Customer Care: care@paytm.com
- Paytm Payments Bank Grievance Officer: nodalofficer@paytmbank.com
- IndusInd Bank Grievance Redressal: reachus@indusind.com
- NPCI UPI Complaint Portal: https://www.npci.org.in
- RBI Ombudsman (Digital Transactions): https://cms.rbi.org.in
- National Consumer Helpline: 1800-11-4000 / consumerhelpline.gov.in
Step-by-Step Complaint Filing Guide
1. File with Paytm
- Raise a ticket in-app (already done).
- Escalate via care@paytm.com.
2. Escalate to Paytm Bank & Linked Bank
- Write to nodalofficer@paytmbank.com.
- Send written complaint to IndusInd Bank grievance cell.
3. File with NPCI
- Report UPI system failure with supporting screenshots and ticket ID.
4. Approach RBI Ombudsman
- Use CMS portal for digital transaction complaints.
- Seek refund and compensation for inconvenience.
5. Consumer Forum Case
- File under Consumer Protection Act for deficiency in service.
Solutions Suggested
- Paytm must provide an immediate fix for Autopay cancellation.
- Transparent system confirmation (SMS/Email) after mandate removal.
- NPCI and RBI must audit Autopay compliance.
- Consumer must be compensated for inconvenience.
Q&A
Q1: What is Gulshan Yadav’s complaint against Paytm?
A1: He is unable to remove an Autopay mandate from his Paytm UPI account.
Q2: What is the Ticket ID of this complaint?
A2: Ticket Id: 200000153677.
Q3: Which mobile number is linked to the complaint?
A3: Registered mobile ending with XXXX0284.
Q4: Who confirmed the fault lies with Paytm?
A4: Paytm, Paytm Bank, IndusInd Bank, and Google Cloud all confirmed.
Q5: Why is this issue serious?
A5: Because consumers lose financial control if Autopay mandates cannot be canceled.
Q6: What RBI rules apply to UPI Autopay?
A6: RBI requires customers to have full rights to revoke/cancel mandates anytime.
Q7: Can NPCI take action against Paytm?
A7: Yes, NPCI regulates UPI and can investigate systemic lapses.
Q8: Which law protects digital payment users in India?
A8: Consumer Protection Act, IT Act 2000, and RBI guidelines.
Q9: What is Paytm’s customer support email?
A9: care@paytm.com.
Q10: What is the escalation email for Paytm Bank?
A10: nodalofficer@paytmbank.com.
Q11: Can a consumer approach RBI Ombudsman for Paytm issues?
A11: Yes, under the Ombudsman Scheme for Digital Transactions.
Q12: What role does IndusInd Bank play here?
A12: As the linked bank, they must ensure UPI mandate compliance.
Q13: Can this be treated as a deficiency in service?
A13: Yes, under the Consumer Protection Act.
Q14: How does Choice4Voice.com support such cases?
A14: By drafting legal complaints, escalation letters, and FIR templates.
Q15: Can NPCI suspend Paytm from handling mandates?
A15: Yes, if repeated violations are found.
Q16: What evidence should be kept?
A16: Screenshots of failed attempts, ticket IDs, and communication emails.
Q17: Can cybercrime complaints be filed?
A17: Only if unauthorized deductions occur due to faulty Autopay.
Q18: What solution should Paytm provide?
A18: A working fix for Autopay removal and confirmation alerts.
Q19: Can compensation be claimed?
A19: Yes, through Consumer Forum or RBI Ombudsman.
Q20: What is the official Paytm website?
A20: www.paytm.com.
