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How to Effectively File a Complaint Against a Fintech Company: Your No. 1 Guide

File a Complaint Against a Fintech Company

In the rapidly growing world of financial technology (Fintech), consumers have access to a variety of services, such as online payments, digital lending, robo-advisors, and more. While these innovations offer convenience and efficiency, they also come with their own set of challenges. Customers often encounter issues like unauthorized transactions, hidden fees, poor customer support, and even data breaches. When such problems arise, it’s crucial to know how to effectively file a complaint against a Fintech company.

This comprehensive guide will walk you through the process of filing a complaint against a Fintech company, including frequently asked questions (FAQs), real case studies, and customer care numbers for top Fintech companies.

1. Common Complaints Against Fintech Companies

Before diving into the complaint process, it’s important to understand the types of issues consumers frequently face with Fintech companies:

a. Unauthorized Transactions

Problem: Unauthorized transactions occur when money is debited from your account without your consent. This could be due to a security breach, fraud, or a system error. Example: A customer in Mumbai noticed multiple unauthorized transactions on his digital wallet. Upon contacting the Fintech company, he was told that these were system errors, but it took weeks to resolve.

b. Hidden Fees and Charges

Problem: Some Fintech companies impose hidden fees or charges that are not clearly disclosed to customers. These could include processing fees, late payment penalties, or service charges. Example: A woman in Delhi signed up for a personal loan through a Fintech app. She was later surprised to see additional processing fees deducted from her account, which were not mentioned during the application process.

c. Poor Customer Support

Problem: Poor customer support, including delayed responses, unhelpful agents, and unresolved issues, is a common complaint among Fintech users. Example: A Bengaluru resident faced technical issues with her payment app and tried contacting customer support. Despite multiple attempts, she received no response, leaving her unable to access her funds.

d. Data Privacy and Security Concerns

Problem: With the increasing amount of personal and financial data stored by Fintech companies, data breaches and security lapses are a significant concern. Example: A Fintech app user in Hyderabad discovered that his personal information was leaked in a data breach. The company failed to notify him promptly, putting his financial security at risk.

e. Misleading Promotions

Problem: Some Fintech companies run promotions or offers that are misleading or not honored. This can lead to financial loss and frustration for customers. Example: A couple in Pune signed up for a Fintech service that promised cashback on certain transactions. However, the cashback was never credited to their account, and the company refused to honor the promotion.


2. Steps to File a Complaint Against a Fintech Company

If you’ve encountered any of the issues mentioned above, it’s important to take action. Here’s a step-by-step guide on how to effectively file a complaint against a Fintech company:

Step 1: Gather All Relevant Information

  • Why It’s Important: Before filing a complaint, you need to have all the necessary information and evidence to support your claim.
  • What to Do: Collect your account details, transaction records, communication logs, screenshots, and any other relevant documents. Make sure you have a clear understanding of the issue and how it has impacted you.

Step 2: Contact Customer Support

  • Why It’s Important: Many issues can be resolved by contacting the Fintech company’s customer support. They may offer a solution or provide guidance on how to proceed.
  • What to Do: Reach out to customer support via phone, email, or live chat. Clearly explain the issue and provide all relevant information. Request a resolution within a specific timeframe. If the issue is not resolved, escalate the matter.

Step 3: Escalate the Complaint Internally

  • Why It’s Important: If customer support is unresponsive or unable to resolve the issue, you should escalate the complaint to higher authorities within the company.
  • What to Do: Ask to speak to a supervisor or manager. You can also send a formal complaint letter to the company’s grievance officer or compliance department. Be sure to include all supporting documents and a detailed explanation of the issue.

Step 4: File a Complaint with Regulatory Authorities

  • Why It’s Important: If the Fintech company fails to address your complaint, you can escalate the matter to regulatory authorities. These agencies are responsible for overseeing Fintech companies and protecting consumers.
  • What to Do: Depending on the nature of the complaint, you can file a complaint with the Reserve Bank of India (RBI), the National Payments Corporation of India (NPCI), or the Securities and Exchange Board of India (SEBI). Visit their official websites to file a complaint online.
  • Why It’s Important: In cases of significant financial loss, fraud, or data breaches, legal action may be necessary to seek compensation or justice.
  • What to Do: Consult with a lawyer who specializes in consumer rights or cyber law. They can advise you on the best course of action, which may include filing a lawsuit or seeking compensation through a consumer court.

Step 6: Publicize the Issue

  • Why It’s Important: Sometimes, bringing public attention to the issue can prompt the Fintech company to take action. Publicizing your complaint can also warn others about potential risks.
  • What to Do: Share your experience on social media, consumer forums, or online review platforms. Be factual and objective in your posts, and avoid making defamatory statements.

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3. Real Case Studies

Case Study 1: Unauthorized Transactions in Mumbai

City: Mumbai, Maharashtra
Incident: A Mumbai-based businessman noticed unauthorized transactions on his digital wallet, totaling INR 50,000. Despite contacting the Fintech company immediately, the issue was not resolved for over a month. Outcome: The businessman filed a complaint with the RBI Ombudsman. After an investigation, the Fintech company was ordered to refund the entire amount and compensate the customer for the delay.

Case Study 2: Hidden Fees in Delhi

City: Delhi
Incident: A Delhi resident took out a personal loan through a Fintech app, only to find that the company had deducted additional processing fees that were not disclosed upfront. Outcome: The customer escalated the complaint to the company’s compliance department. After reviewing the case, the company admitted the mistake and refunded the fees. They also revised their fee disclosure policy.

Case Study 3: Poor Customer Support in Bengaluru

City: Bengaluru, Karnataka
Incident: A woman in Bengaluru experienced a technical glitch with her Fintech app that prevented her from accessing her funds. After multiple attempts to contact customer support, she received no assistance. Outcome: Frustrated, she filed a complaint with the National Payments Corporation of India (NPCI). The NPCI intervened, and the Fintech company was compelled to resolve the issue within 48 hours and improve their customer support process.


4. Frequently Asked Questions (FAQs)

Q1: What should I do if I notice unauthorized transactions on my Fintech account?

A: Immediately report the unauthorized transactions to the Fintech company’s customer support. Freeze your account if possible and gather evidence such as transaction details and communication logs. If the issue is not resolved, escalate the complaint to regulatory authorities like the RBI.

Q2: Can I get a refund for hidden fees charged by a Fintech company?

A: Yes, if the fees were not disclosed to you upfront, you have the right to demand a refund. Contact the Fintech company’s customer support or escalate the complaint to higher authorities within the company. If they refuse to refund the fees, you can file a complaint with the consumer forum or relevant regulatory body.

Q3: How do I escalate a complaint within a Fintech company?

A: If customer support is unresponsive, ask to speak to a supervisor or manager. You can also send a formal complaint to the company’s grievance officer or compliance department. Include all relevant details and evidence to support your complaint.

Q4: Who can I report a Fintech company to if they don’t resolve my complaint?

A: Depending on the nature of the complaint, you can report the Fintech company to the Reserve Bank of India (RBI), the National Payments Corporation of India (NPCI), or the Securities and Exchange Board of India (SEBI). These regulatory authorities oversee Fintech companies and can intervene in case of unresolved complaints.

A: Yes, if you have suffered significant financial loss, fraud, or data breaches, you can take legal action against the Fintech company. Consult with a lawyer who specializes in consumer rights or cyber law to explore your legal options.

Q6: What evidence do I need to support my complaint against a Fintech company?

A: Gather all relevant documents such as account details, transaction records, communication logs, screenshots, and any other evidence that supports your complaint. This will strengthen your case when filing a complaint.

Q7: How long does it take for a regulatory authority to resolve a complaint against a Fintech company?

A: The time frame for resolving a complaint varies depending on the complexity of the case and the regulatory authority involved. It can take anywhere from a few weeks to several months for a complaint to be resolved.

Q8: What should I do if my personal data is compromised in a Fintech app breach?

A: Immediately report the data breach to the Fintech company and request that they take measures to secure your data. You can also file a complaint with the regulatory authorities and seek legal advice if necessary.

Q9: Can I share my complaint experience on social media?

A: Yes, sharing your experience on social media or consumer forums can bring attention to the issue and prompt the Fintech company to take action. However, ensure that your posts are factual and avoid making defamatory statements.

Q10: What are my rights as a Fintech consumer in India?

A: As a Fintech consumer, you have the right to fair treatment, transparency, privacy, and protection against unauthorized transactions. You also have the right to seek redressal for any grievances through regulatory authorities or legal action.


5. Customer Care Numbers for Top Fintech Companies in India

  1. Paytm: 0120-4456-456
  2. PhonePe: 080-68727374
  3. Google Pay: 1800-419-0157
  4. Mobikwik: 011-61266390
  5. Razorpay: 1800-123-1272
  6. BharatPe: 1800-103-1089
  7. PolicyBazaar: 1800-208-8787
  8. LendingKart: 1800-572-0202
  9. Cred: Support through the app
  10. Upstox: 022-6130-9999

Conclusion

Filing a complaint against a Fintech company may seem daunting, but by following the steps outlined in this guide, you can effectively address any issues and seek justice. Whether it’s unauthorized transactions, hidden fees, poor customer support, or data breaches, knowing your rights and taking appropriate action is crucial to resolving these problems.

If you need assistance in filing your complaint or navigating the legal process, Kanoon360 can help. Our team of legal experts is here to guide you through the process, ensuring that your voice is heard and your rights are protected. Don’t let a bad experience with a Fintech company go unaddressed—take action today.

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