Company PhonePe Private Limited
Service Customer Support
Location India
Official Website https://www.phonepe.com/

PhonePe Customer Support Number

Reach By App Reach By Phone
To get instant help, tap ? on your PhonePe app home screen & select the relevant topic To reach us by phone, Call 080-68727374 / 022-68727374

Check All Customer Care Numbers Here

PhonePe Registered Address

PhonePe Private Limited
Office-2, Floor 5, Wing A, Block A,
Salarpuria Softzone, Bellandur Village,
Varthur Hobli, Outer Ring Road, Bangalore South,
Bangalore, Karnataka, India, 560103

PhonePe Grievance Redressal Policy

• PhonePe application developed by PhonePe Private Limited (Formerly FX Mart Private Limited), a company incorporated under the Companies Act, 1956 with its registered office at

• Office-2, Floor 4,5,6,7, Wing A, Block A, Salarpuria Softzone, Service Road, Green Glen Layout, Bellandur, Bengaluru, Karnataka-KA, Pin- 560103.

• We at PhonePe value the trust placed upon us and strive to offer the best experience to You. Our Grievance policy has been designed to resolve customer grievances in a timely and efficient manner, while treating our customers fairly and courteously.

• Our endeavour is to provide You with a seamless experience while transacting via PhonePe App and when required, our in-app customer redressal support process, is able to address all Your concerns.

•  In rare circumstances where, owing to various human, network or system errors, some issues arise requiring a more focused and customised redressal, You may refer to the following redressal mechanism in the sequential order.

• We have formulated an escalation matrix to ensure that Your concerns are routed and addressed by the right team. You are requested to read and understand the below escalation matrix to ensure a timely redressal of Your concern.

• We recommend You to carefully go through our help pages that provide self-help to our customers. For queries and concerns that are not addressed through the help pages, You can contact our customer support team through phone, email or through PhonePe App.

• Our in-app support channel is able to resolve a vast majority of customer complaints. In any uncommon scenario, where You wish to escalate the concern to next level, You need to ensure that You have already exhausted the previous level(s) and Your concern remains un-resolved or not resolved to Your satisfaction.

Service Levels:
Service Levels for Recharge, Bill Pay, PhonePe Wallet, Phonepe Gift Cards, UPI (Unified Payments Interface), Stores, Investments, PhonePe Switch and Vouchers.

Level 1: Complaints Registration
• You can register your complaint with PhonePe Customer Support by clicking on the (?) icon on the home page of the PhonePe App.
• We offer customer support service 24 hours a day and 7 days a week.

Resolution of Complaints:
• We are committed to providing you with our first response within 24 hours of receiving the complaint.
• We aim to resolve all Your complaints/queries within 3 business days.
• Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.
• In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 days to reflect money into the account. Please note that such delays are attributable to banking and other operational issues.
• Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.

Note:
Users are proactively informed of delays if any, in the resolution.Escalation of Complaints to Level 2, if User is not satisfied.

Level 2: Complaints Registration
You can access any of the following channels to escalate your complaint. Register a complaint on https://support.phonepe.com

Call our customer support center on 080-68727374 / 022-68727374.

Resolution of Complaints :
We are committed to providing a first response within 24 hours of receiving the complaint. We aim to resolve all Level 2 complaints within 3 business days (For BBPS we aim to resolve within 30 business days). Any delay in the resolution time shall be proactively communicated to you.

Level 3: Complaints Registration
You can reach out to the Grievance desk if your issue has not been resolved at the previous levels within
• 30 days for issues concerning payments through non-PhonePe QRs
• 10 days for issues concerning any other kind of transaction

In accordance with the Information Technology Act, 2000 and rules made thereunder, the name and contact details of the Grievance Officer is provided below:

Contact:
Principal Nodal Officer – Mrs. Sinu Sudhakar
Nodal Officer – Mr. Sinchan Kumar Saha
Phone: 080-68727374 / 022-68727374
Webpage: grievance.phonepe.com
Address: Office-2, Floor 4,5,6,7, Wing A, Block A,Salarpuria Softzone, Service Road,
Green Glen Layout, Bellandur, Bengaluru, Karnataka-KA, Pin- 560103
Working hours: Mon-Fri 10 am to 7 pm

Resolution of Complaints :
We are committed to providing a first response within 24 hours of receiving the complaint. We aim to resolve all Level 3 complaints within 7 business days (For BBPS we aim to resolve within 30 business days). Any delay in the resolution time shall be proactively communicated to you.

Level 4:
If your query or complaint has not been satisfactorily resolved at previous levels within 30 days, you can reach out to the digital ombudsman.

Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in/
Toll-Free PNo: 14448
Email ID: crpc@rbi.org.in
Address – Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector
17, Chandigarh – 160017

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