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Submit your complaint →Anuja Verma, a B2B Sales professional at Moglix, complains that her Paytm bus booking from Delhi to Kanpur never arrived on 17 Oct 2025. Choice4Voice.com explains the issue, consumer rights, legal options, and how to file a refund claim for failed Paytm travel bookings.
Paytm Bus Booking Complaint by Anuja Verma | Bus Did Not Arrive | Full Refund Requested | Choice4Voice.com
Complaint Summary
| Complainant Name | Anuja Verma |
|---|---|
| Profession | B2B Sales Executive at Moglix |
| Service Provider | Paytm |
| Booking Type | Intercity Bus Ticket |
| Route | Delhi → Kanpur |
| Operator | Shri Mehandipur Balaji Travels |
| Date & Time | 17 October 2025 – 11:00 PM |
| Issue | Bus never arrived; contacts unreachable; no refund initiated |
| Complaint Type | Service failure / non-fulfilment of booking |
| Status | Unresolved |
| Source | Public LinkedIn post by Anuja Verma |
Overview of the Complaint
Anuja Verma, a B2B Sales professional from Moglix, shared her distressing experience with a Paytm bus booking that failed entirely.
She booked tickets under Paytm Booking ID 26099169240 (PNR 18534, Ticket No. 23NZVOT) for the Delhi to Kanpur route on 17 October 2025 at 11:00 PM, operated by Shri Mehandipur Balaji Travels.
Despite arriving at the boarding point (Akshardham Mandir, Delhi) on time and waiting for over an hour, no bus arrived. The contact numbers provided were unreachable, and neither the driver nor vehicle details were shared as promised on the Paytm app.
As a result, Anuja was forced to make last-minute alternate travel arrangements, incurring extra expenses and significant inconvenience.
Complainant’s Statement
“Despite reaching on time, no bus arrived, and both operator contacts were unreachable.
Paytm’s support did not respond or arrange an alternative. I expect a full refund and assurance that such incidents won’t happen again.”
Anuja emphasized that customer trust depends on reliability and accountability, which Paytm and the operator failed to demonstrate in this case.
Legal Case Can Be Filed
| Type of Legal Case | Authority / Law | Grounds for Action |
|---|---|---|
| 1. Consumer Forum Complaint | Consumer Protection Act 2019 | Deficiency in service and failure to provide booked transport. |
| 2. Complaint to RBI & NPCI | RBI Guidelines on Digital Payments | Refund delay and non-settlement of transaction amounts. |
| 3. Complaint to Ministry of Transport | Transport Commissioner & MoRTH | Unauthorised bus operators and non-compliance with licensing rules. |
| 4. Cybercrime Complaint | cybercrime.gov.in | If any fraudulent operator was listed without verification. |
| 5. ASCI Complaint | Advertising Standards Council of India | False representation of service availability on Paytm platform. |
How Choice4Voice.com Can Help
Choice4Voice.com acts as a public platform to expose cases where companies ignore consumer grievances. Our team can help you by:
- Verifying and publishing your complaint to raise public awareness.
- Preparing pre-drafted complaint templates for RBI, Consumer Forum & Cybercrime cell.
- Guiding you to file a case against the company for non-delivery and refund delay.
- Ensuring your story reaches the relevant authorities through LinkedIn and press coverage.
You can share your case via the complaint submission form on Choice4Voice.com for review and possible publication.
Step-by-Step Guide to File a Complaint Against Paytm
- Email Paytm Support: Send a detailed refund request to
care@paytm.comincluding Booking ID and payment proof. - Wait for 7 Days: If no refund or response, proceed to next step.
- Escalate to Nodal Officer: Write to
nodalofficer@paytm.commentioning “Failure of Service – Bus Not Arrived.” - Consumer Forum Complaint: File online via edaakhil.nic.in for deficiency in service.
- Share Case with Choice4Voice.com: Our team will publish your story to push for faster resolution.
Pre-Drafted Complaint Templates
1. Email to Paytm Care
Subject: Bus Not Arrived – Refund Request for Booking ID 26099169240
Dear Paytm Care,
I booked a Delhi–Kanpur bus via Paytm on 17 October 2025 (Booking ID 26099169240). The bus never arrived and operator contacts were unreachable. Kindly initiate a full refund immediately as per your terms of service.Regards,
[Your Full Name]
2. Consumer Forum Complaint
Subject: Deficiency in Service – Paytm Bus Booking Not Honoured
Respected Sir/Madam,
I booked a bus via Paytm which never arrived, causing financial loss and inconvenience. The operator was unreachable and Paytm failed to refund the amount. This constitutes a violation under the Consumer Protection Act 2019. I request compensation and refund.Sincerely,
[Your Name]
[Address & Contact Details]
Brand Background – Paytm
Paytm, operated by One97 Communications Ltd., is a leading Indian fintech platform offering payments, ticketing, and banking services. However, users have reported increasing issues around refund delays, technical glitches, and third-party operator failures on its travel booking section.
The company is regulated by the Reserve Bank of India (RBI) for payment bank operations and must comply with the Consumer Protection Act and IT Act 2000 for digital transactions.
Author
Complainant: Anuja Verma
Anuja Verma is a B2B Sales Executive at Moglix with professional expertise in business development and client relations. Her complaint highlights the urgent need for transparent and accountable travel booking processes on digital platforms like Paytm.
Frequently Asked Questions (FAQs)
Q1. What should I do if my Paytm bus never arrives?
Immediately email care@paytm.com with booking details and request a refund.
Q2. How long does Paytm take to process a refund?
Typically 3–7 business days; if delayed, you can escalate to the Nodal Officer.
Q3. Can Paytm be held liable for third-party operator failures?
Yes, if the booking was made via Paytm, the platform is jointly responsible for service delivery.
Q4. Is this a violation under the Consumer Protection Act 2019?
Yes — it qualifies as deficiency in service.
Q5. What compensation can be claimed?
Refund of ticket amount plus additional compensation for mental harassment and financial loss.
Q6. How can I contact Paytm for escalation?
Email nodalofficer@paytm.com or use the Paytm app’s “Help & Support” section.
Q7. What if Paytm ignores my complaint?
File a Consumer Forum complaint via edaakhil.nic.in.
Q8. Can RBI intervene in such cases?
Yes, since Paytm is a regulated payment bank.
Q9. How to check Paytm refund status?
Open Paytm app → Profile → Help → Transactions → Select Booking.
Q10. Can Choice4Voice.com help if Paytm doesn’t respond?
Yes. Choice4Voice publishes verified complaints to generate public pressure and push for resolution.
Q11. Is there any helpline for consumer complaints?
You can call the National Consumer Helpline at 1800-11-4000 or file online at consumerhelpline.gov.in.
Q12. Should I approach the bus operator directly?
Yes, but Paytm remains equally accountable for refunds on its platform.
Q13. Can I share my case on LinkedIn?
Absolutely. Public awareness helps speed up resolutions.
Q14. Does Paytm offer compensation for travel failures?
Not automatically — you must raise a formal claim and follow up.
Q15. What evidence should I keep?
Keep screenshots of bookings, emails, and messages showing non-arrival and refund delay.
Q16. Can the Consumer Forum order Paytm to refund?
Yes — along with compensation and penalties for deficiency in service.
Q17. Is such operator listing verified by Paytm?
They should be, but due diligence lapses often lead to issues like this.
Q18. How long do consumer cases take to resolve?
Usually 3–6 months depending on evidence and jurisdiction.
Q19. Can I cancel the booking and still get a refund?
If the bus did not arrive, you are entitled to a full refund without cancellation fees.
Q20. How Choice4Voice.com adds value?
By verifying facts, publishing cases professionally, and amplifying consumer voices to authorities and media.
