Why would one ask oneself why we use UPI integrators like Google Pay or Paytm, in this case, Paytm? To send small amounts of money with ease for our daily needs. But do using Paytm help us to ease these things? I guess certainly yes, but there’s a catch in this answer. As long as the transaction goes well, once the UPI transaction fails, the entire Pandora’s box opens.

In one of my recent transactions, everything was fine until I tried to send a larger amount. After successfully sending a few payments of ₹5,000 each, I attempted to send ₹10,000. However, the money was deducted from my SBI account, but the transaction failed in the Paytm wallet.

Confused about what happened, I turned to Paytm’s support section. Using their voice command feature, I was able to query the system. Unfortunately, the automated response suggested I wait for 48 hours and a ticket would be generated.

Neither did I receive any details of the tickets raised. You assume the ticket would be in their system.

I received no response or notification as the 48 hours neared. When I searched for the tickets, the system couldn’t find the one I had raised earlier. I had to repeat the process of submitting a query and raising a ticket, which could have been avoided if the system was functioning correctly.
Again, I was asked to wait for 24 hours and received the same reply and a suggestion to talk to the bank and find answer for it.

Where is the Consumer Grievance Redressal System in place for the digital payments entity like Paytm? Why cannot they have a customer service number?

Why are they making it so difficult for customers to reach out to them? Nowadays, the trillion dollar answer for everything is “we’re using AI.” But we were again disappointed as I couldn’t find any sensible AI, only a chatbot giving standard answers.

After exhausting as much time with Paytm’s support, I called SBI customer service. After initial verification, I explained the entire situation and gave them the UPI transaction ID. They said the problem would be resolved within 24 hours and raised a ticket.

To my surprise, within a few hours, I got my money back.

There exists a significant gap and shortcomings in digital payment platforms like Paytm, despite their convenience and ease of use. It’s essential to be aware of the potential risks and limitations associated with these platforms. Users should be prepared to face challenges and be proactive and persistent in seeking assistance from both the payment provider and their bank when things go wrong.