Is Service Quality Deteriorating at Paytm? Some Customer Experiences

I have been a Paytm customer for mobile recharges and bill payments since 2011 and I never faced a time when they were slow to respond to issues. The customer support’s response time was typically in minutes and a complete resolution could be expected in few hours. They even called me few times after I tweeted about my experience almost immediately and explained the situation. This was a key differentiator for Paytm and having tried several other recharge portals and experiencing awful support from all of them, I stuck to Paytm for 95% of my mobile recharge needs. Rest of the 5% was done through others just for the sake of offers. However in the recent times, I feel all this is changing for worse – particularly after Paytm expanded to become a marketplace selling various items. Expansion into a new space is certainly good and I wish Paytm does great but my sincere appeal is to keep up the same spirit in serving customers.

My Experience

Yesterday, I tried recharging my Dad’s BSNL mobile number for Rs. 550. The transaction failed four times in a row (the fifth one much later) and thankfully the money was being immediately refunded to Paytm cash. I would like to note that the attempts were made after time gaps and every single time the failure was instant.


I remember times when Paytm used to notify users with informative messages before attempting to proceed with a recharge: “We are currently experiencing high failure rates with BSNL Andhra Pradesh. Please try after some time”. No such messages are shown these days and a user has to go through all the steps just to see a failure message! Sensing some trouble at operator end, I decided to approach Paytm on twitter. Recently they had even launched a dedicated support handle (which I had appreciated then) to solve customer issues. It took one hour for them to respond seeking the order number(s) and then I received no response whatsoever!


Looks like many others are observing a similar trend w.r.t. Paytm‘s customer care.


Like Nilesh and others, even I am contemplating a switch to Operator Portals. In my case, BSNL Portal now offers special recharges which was not the case in 2011. Most of the private operators always had a reliable recharge portal.

Paytm or any customer facing brand must remember this (Source):

96% of unhappy customers don’t complain, and 91% will simply leave and never come back.

Do you use Paytm for recharges? Did you experience any changes with their support quality? Let us know.

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66 Comments on "Is Service Quality Deteriorating at Paytm? Some Customer Experiences"


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hitesh goel
February 23, 2016 8:04 pm 8:04 PM
Paytm is Harassing Customers with fake accounts (100% proofs) Few days back i tried to add money in my Paytm wallet thrice but all the time transaction got failed and my bank got debited. When i asked about this on twitter then Paytm care blocked me without replying. Later when my friends tweet them and asked the reasons of ignoring and blocking then they came up with fake accounts and start harassing me and my friends. Those fake accounts (when checked their accounts were just pissing and harassing customers whenever someone asked Paytm for refund) (i have screenshots of that… Read more »
September 1, 2015 6:14 pm 6:14 PM

i m trying to recharge Yesterday evening,
Amount deduct in my bank account,
but i m not getting the recharge balance or paytm wallet balance.

June 24, 2015 4:41 pm 4:41 PM
I have purchased this mobile from PayTm, only because of 15% cash back offer. I had encountered the problem with the payment for two times when i applied the cash back code. Third time the payment got processed, but code didn’t get applied (though i used the code). Immediately, I have contacted the PayTm customer care and they told me not to worry and they would give the casback immediately after i receive the product. I received the product but not the cash back, even after several requests sent them to the PayTm. Its almost two weeks now, but no… Read more »