Himanshu Hans, a verified customer, raises a complaint against Truemeds regarding wallet balance expiry without notice, misleading customer care, and poor medicine availability. Full case details, complaint summary, and FAQs inside.
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Complaint Summary Table : Truemeds Complaint – Wallet Balance Expiry, Poor Service & Misguidance | Himanshu Hans
| Field | Details |
|---|---|
| Customer Name | Himanshu Hans |
| Customer Profile | Senior Executive – Sales Operations at Holostik |
| Complaint Type | Wallet balance expiry, poor customer service, misleading practices |
| Company/Brand | Truemeds |
| Product/Service | Online Medicine Ordering |
| Order/Account Reference | Wallet Balance ₹301.96 (Expired on 01 August 2025) |
| Issue Reported | Wallet expired without notification, misleading customer care, lack of discount transparency, restricted medicine availability |
| Date of Complaint | 27th August 2025 (wallet still showing expired balance) |
| Platform | LinkedIn Public Post |
| Original Post URL | View LinkedIn Post |
Detailed Complaint Report
Background of the Case
Truemeds, a healthcare e-commerce platform, has built its reputation around affordability and convenience in medicine ordering. However, customer Himanshu Hans, a regular user of the platform, shared a deeply concerning experience that questions the company’s transparency and ethical practices.
Despite being a loyal customer, Himanshu faced multiple service lapses including:
- Wallet balance expiry without prior notification
- Repeated misguidance by customer care executives
- Restricted availability of essential medicines
- Push-sales tactics instead of genuine customer support
These issues collectively created a negative customer journey, leaving Himanshu dissatisfied and urging Truemeds to take corrective action.
Issue 1: Wallet Balance Expiry Without Notification
The primary grievance raised was regarding a wallet balance of ₹301.96. Himanshu discovered that:
- His wallet balance expired on 1st August 2025, yet even on 27th August 2025, the balance was still visible on the app without any warning.
- No SMS, WhatsApp, email, or call notification was sent regarding expiry, while promotional messages were continuously received.
- This lack of transparency not only caused financial loss but also eroded trust.
For a platform handling sensitive financial transactions, failure to notify customers about wallet expiry violates basic service expectations.
Issue 2: Customer Care Misguidance
Himanshu contacted customer care multiple times, only to face unhelpful responses. The standard answer provided was:
“Discount codes are shared only via SMS/WhatsApp.”
However, he never received such codes. Instead of focusing on solving the problem, the representatives:
- Pushed generic medicines aggressively.
- Failed to provide accurate information about wallet usage.
- Did not proactively inform about the upcoming wallet expiry during earlier conversations.
Such misguidance and sales-first approach is highly inappropriate in the pharmaceutical sector, where trust, accuracy, and timely service are critical.
Issue 3: Restrictions on Medicine Availability
Another major concern raised was regarding medicine purchase restrictions. Himanshu noted that:
- Certain daily-use medicines were only available in quantities of 2 units on Truemeds.
- Competing platforms offered packs of 10–20 units, providing better convenience to regular patients.
This creates unnecessary hurdles for patients who require consistent supply of medicines. Artificial purchase limitations not only inconvenience users but can also affect treatment continuity.
Issue 4: Lack of Ethical Practices
A particularly concerning point was that customer care representatives misled Himanshu by advising him:
“Sir, place this order with a coupon, next time you can use wallet balance for a smaller order.”
At this time, the representative knew the wallet was close to expiry but failed to disclose it. Instead of protecting customer interest, Truemeds allowed the wallet to expire without warning.
This reflects unethical practices, prioritizing company profits over fair treatment of customers.
Customer Impact
The cumulative effect of these issues was severe:
- Financial Loss: ₹301.96 expired without notification.
- Frustration & Stress: Multiple calls with no proper resolution.
- Distrust in Platform: Misguidance and push-sales created suspicion.
- Inconvenience: Medicine purchase restrictions disrupted regular needs.
For a healthcare platform, where patients depend on accurate, reliable, and ethical service, such lapses can cause serious harm to customer trust and loyalty.
Customer’s Demand from Truemeds
Himanshu requested Truemeds to urgently address the following:
✔️ Send proper expiry notifications via SMS, WhatsApp, and email.
✔️ Ensure wallet balances are transparent and clearly displayed with expiry dates.
✔️ Provide fair access to medicines in required quantities.
✔️ Train customer care executives to provide accurate and ethical guidance.
✔️ Shift focus from aggressive sales tactics to genuine customer care.
Analysis: Why This Case Matters
This complaint highlights a larger industry issue where some healthcare platforms:
- Prioritize sales over service.
- Lack transparency in wallet and discount policies.
- Treat customers as targets instead of patients in need of reliable service.
If such practices continue unchecked, customers will migrate to competitors offering better transparency and customer-first policies.
Platforms like Truemeds must understand that healthcare is not just another e-commerce business it involves trust, ethics, and responsibility towards patient well-being.
Commonly Asked Questions (FAQs)
1. What is the main complaint raised by Himanshu Hans against Truemeds?
He complained about wallet balance expiry without prior notice, poor customer care, push-sales of generic medicines, and restricted medicine availability.
2. How much wallet balance did Himanshu lose?
He lost ₹301.96, which expired on 1st August 2025 without any notification.
3. Did Truemeds notify him about the wallet expiry?
No, he did not receive any SMS, WhatsApp message, email, or call about wallet expiry.
4. What communication does Truemeds send regularly?
While no expiry notice was sent, regular promotional messages were continuously delivered.
5. Why is wallet expiry without notification a serious issue?
Because it causes financial loss to customers, damages trust, and reflects poor ethical practices.
6. How did customer care mislead the complainant?
They told him to use coupons first and assured he could use wallet balance later without informing him that the wallet was close to expiry.
7. What issue was raised about discounts?
Despite repeated requests, discount codes were never shared, and customer care kept redirecting the customer without resolution.
8. Why is medicine availability a concern?
Essential medicines were restricted to 2 units per order, whereas competitors offer larger packs, causing inconvenience for patients.
9. What impact did this issue have on the customer?
He faced financial loss, frustration, inconvenience, and loss of trust in the platform.
10. What corrective actions does the customer expect?
Transparent expiry notifications, improved medicine availability, trained customer care staff, and ethical customer-first policies.
11. Is it common for wallet balances to expire in online platforms?
Yes, many platforms have expiry policies, but ethical companies notify customers well in advance.
12. Why is this complaint important for other Truemeds customers?
It warns them to check wallet balances, expiry policies, and medicine availability before relying on the platform.
13. How can customers protect themselves from such issues?
Always read terms & conditions, regularly monitor wallet balances, and raise written complaints via email.
14. What lessons can Truemeds learn from this case?
That customer trust is more valuable than short-term profits. Transparency and fairness must be prioritized.
15. How should wallet expiry notifications be sent?
Via SMS, WhatsApp, email, and in-app alerts, at least 7–15 days in advance.
16. What role does customer care play in healthcare e-commerce?
It should focus on guidance, trust-building, and empathy, not just sales targets.
17. How can medicine availability issues be resolved?
By stocking sufficient quantities, removing artificial restrictions, and ensuring essential medicines are always available.
18. What happens if such complaints are ignored?
Customers will switch to competitors and raise negative awareness publicly, damaging the brand reputation.
19. Is Himanshu Hans’s case an isolated incident?
Not necessarily it reflects systemic gaps in Truemeds’ processes that could affect many customers.
20. Where can customers escalate unresolved complaints?
They can reach out via Truemeds’ official email, file a grievance with the National Consumer Helpline, or escalate legally if financial loss is not addressed.
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