Amazon Pay Wallet

Hi Everyone...
I am Vicky, and I have completed full KYC verification for my Amazon Pay Wallet. However, I seem to have an issue where two accounts have been created using the same phone number. Unfortunately, I am now unable to log in to my original account, which has the full KYC completed.
Could anyone please assist me in resolving this issue and guide me on how I can regain access to my original account?
Thank you for your help.

 

[ajijul_93rahman]

Hi Everyone...
I am Vicky, and I have completed full KYC verification for my Amazon Pay Wallet. However, I seem to have an issue where two accounts have been created using the same phone number. Unfortunately, I am now unable to log in to my original account, which has the full KYC completed.
Could anyone please assist me in resolving this issue and guide me on how I can regain access to my original account?
Thank you for your help.

Hi @vickydhindwal ,

To resolve your issue, I suggest the following steps:

1. First, contact the Amazon Pay customer care team through the following link:

***********.amazon.in/gp/help/customer/display.html?nodeId=202134240

2. Start with Level 1 support and, if your issue remains unresolved, escalate the matter from level 1 to till Nodal Officer level 4 until you get a proper resolution.

3. If the issue is still not resolved, save all your communications in a documentary format (emails, chat transcripts, etc.) and raise a complaint with the RBI Ombudsman after 30 days. The RBI Ombudsman is highly effective in cases like these, including deregistering UPI IDs or removing PAN details from old Amazon accounts.

In my case, I followed the same approach. After escalating the issue to the RBI Ombudsman, the Amazon Pay team resolved it within two days by removing my PAN from the old account.

Hope this helps! Let me know if you need further assistance.

 

[vickydhindwal]

Thank you... I’ve spoken to the customer care team several times, but the issue is still not resolved.

Can you tell me about the balance in my Amazon Pay Wallet? Can I get it refunded
?

 

[ajijul_93rahman]

Thank you... I’ve spoken to the customer care team several times, but the issue is still not resolved.

Can you tell me about the balance in my Amazon Pay Wallet? Can I get it refunded
?

Hi @vickydhindwal ,

If the customer care team has not resolved your issue despite multiple attempts, I suggest you take the following steps:

1. Ask the Amazon Pay customer care team to send their response in an email and save this communication for your records.

2. If the issue is still unresolved, wait for 30 days from the date of their initial response. After that, escalate the matter to the RBI Ombudsman with all the relevant documentation.

In my case, Amazon Pay kept closing my tickets, stating, "As per RBI rules, PAN document already submitted. The customer has uploaded their documents in another account, which is digitally verified, and they cannot upload the same documents in this account now."

I asked them to provide this response in writing via email, which they did. I submitted this email as evidence to the RBI Ombudsman, and the issue was resolved within 2 days of escalation.

Hope this helps! Let me know if you need fu
rther guidance.