Pritam Das, Electrical Maintenance Executive at Moon Beverages Ltd., has raised a complaint against Paytm after his Airtel Black payment on 14th August 2025 failed. Despite NPCI escalation, Paytm provided only chatbot support with no human assistance. Read the full case, highlights, and FAQs on Choice4Voice.com
Complaint Summary Table : Pritam Das Raises Complaint Against Paytm – Airtel Black Payment Failure & NPCI Escalation
| Detail | Information |
|---|---|
| Complainant Name | Pritam Das |
| Position | Electrical Maintenance Executive at Moon Beverages Ltd., Raninagar, Jalpaiguri |
| Company Complained Against | Paytm (linked with Airtel Black & NPCI) |
| Transaction Date | 14th August 2025 |
| Service Involved | Airtel Black Bill Payment |
| Issue | Payment not reflected on Airtel’s end despite deduction |
| Complaint Raised To | Paytm, Airtel Black, and NPCI (escalated on 16th August 2025 at 12:58 PM) |
| Customer Support Issue | Only chatbot available, no option to reach human representative |
| Financial Risk | Late payment fee if not resolved by 22nd August 2025 |
| Resolution Demanded | Human support option, visible contact details, accountability for late fee |
Full Complaint Write-Up
A serious consumer grievance has been raised against Paytm by Pritam Das, an Electrical Maintenance Executive at Moon Beverages Ltd., Raninagar, Jalpaiguri.
On 14th August 2025, Pritam made his usual monthly payment for his Airtel Black connection through the Paytm app. However, even after successful payment, the transaction did not reflect on Airtel’s system.
Upon contacting Airtel support, Pritam was informed via email that the payment had failed externally, meaning Airtel never received the funds.
When Pritam tried to resolve the issue with Paytm:
- The in-app chatbot was the only available option.
- There was no way to speak to a human agent.
- Paytm’s official customer support number had no option for failed payment reporting.
This has left the customer stuck without a clear resolution.
Pritam further highlighted his concerns:
- Paytm must provide an option to connect with a human representative.
- Support details like active email ID and helpline should be visible on Paytm’s website.
- The chatbot alone cannot handle critical issues such as failed financial transactions.
- If this issue extends beyond 22nd August 2025, Airtel will charge him a late fee, and Paytm should be responsible for covering that cost.
Although Paytm’s chatbot escalated the issue with NPCI on 16th August 2025 at 12:58 PM, no detailed update has been provided yet.
This case raises larger concerns about over-reliance on AI chatbots in financial services without a human fallback option, leaving customers frustrated in critical scenarios.
Original LinkedIn Complaint
This complaint was originally published by Pritam Das (Electrical Maintenance Executive at Moon Beverages Ltd.) on LinkedIn.
👉 View Original Post Here
Frequently Asked Questions (FAQs) About Paytm Payment Failures
1. What was the issue reported by Pritam Das with Paytm?
Pritam made an Airtel Black payment through Paytm on 14th August 2025, but the payment was not reflected on Airtel’s side. Despite contacting Paytm, only chatbot support was available, with no human assistance.
2. What role does NPCI play in this case?
Since Paytm is a regulated payment platform, NPCI (National Payments Corporation of India) investigates failed UPI/transaction cases. In this instance, Paytm’s chatbot escalated the matter to NPCI on 16th August 2025 at 12:58 PM.
3. Why did Airtel say the payment failed externally?
Airtel clarified that no credit was received at their end. This usually happens when a payment fails midway due to network errors, UPI settlement delays, or technical issues at the payment gateway.
4. How can Paytm users contact customer support?
Currently, Paytm primarily uses an in-app chatbot. However, customers often complain that there is no option to connect with a live agent, making issue resolution difficult.
5. Can Paytm be held accountable for late fees due to failed payments?
Yes. If a failed transaction is due to Paytm’s system and leads to a late fee from Airtel, the customer can demand compensation or reimbursement through consumer forums.
6. How long does Paytm take to resolve failed transactions?
Most failed payments are resolved within 3–5 working days. However, cases escalated to NPCI may take longer depending on the investigation.
7. What should customers do if Paytm fails to resolve the issue?
Consumers can:
- Escalate the case to NPCI directly.
- File a complaint with the Reserve Bank of India Ombudsman.
- Approach the Consumer Court under the Consumer Protection Act, 2019.
8. Why is over-reliance on chatbots a problem?
Chatbots can answer FAQs, but for complex financial issues like failed payments, human intervention is necessary to provide clarity, accountability, and immediate resolutions.
9. Does Paytm provide an official email ID for support?
Paytm’s official website lists support details, but many customers report difficulty in finding an active email contact for urgent cases.
10. Can Airtel penalize customers for failed Paytm payments?
Yes. If Airtel does not receive payment by the due date (22nd August 2025 in this case), it can levy late fees, even if the issue originated with Paytm.
11. How to prove that payment was made through Paytm?
Customers can use:
- Transaction ID from Paytm.
- Bank debit SMS/email proof.
- NPCI complaint reference number.
12. Is Paytm legally liable for failed transactions?
Yes. As a regulated payments platform, Paytm must ensure either successful processing or refund within timelines mandated by RBI/NPCI.
13. How can NPCI complaints be tracked?
NPCI complaints can be tracked through the reference number generated by Paytm or by directly contacting NPCI via their grievance redressal mechanism.
14. Can customers demand compensation for harassment?
Yes. Under consumer law, if a customer faces financial or mental stress due to failed services, they can claim compensation beyond just a refund.
15. Are Paytm payment failures common?
Yes. Social media and consumer forums show regular complaints about Paytm payment delays, failed transactions, and lack of direct support.
16. How can Paytm improve its customer service?
- Introduce human escalation option in chatbot.
- Publish visible helpline and support email.
- Create dedicated support for failed financial transactions.
17. Can Airtel confirm payments if Paytm delays?
No. Airtel only recognizes payments when the settlement reflects in their account. Until then, the customer remains responsible for unpaid bills.
18. Should consumers avoid making payments near the due date?
Yes. Experts recommend making payments 3–5 days before the due date to avoid penalties in case of transaction failures.
19. Can switching to another payment app help?
Yes. Customers can use PhonePe, Google Pay, or net banking as alternatives if Paytm continues to fail in providing reliable support.
20. What does this complaint signify for digital payment users?
It highlights the risks of AI-only support systems in financial platforms. While automation saves costs, lack of human intervention can lead to unresolved consumer losses and frustration.
Final Note
At Choice4Voice.com, our mission is to amplify genuine consumer concerns like that of Pritam Das. Payment failures and lack of human support in critical cases show why accountability is necessary in digital banking and fintech.
If you are facing unresolved issues with any company:
- You can submit your complaint directly on our Submit Your Complaint Page.
- Or simply tag our official LinkedIn page when posting your grievance, and we will highlight it for larger public impact.
