{"id":6284,"date":"2017-11-05T18:28:17","date_gmt":"2017-11-05T12:58:17","guid":{"rendered":"http:\/\/www.altnews.in\/english-clone-2026\/?p=6284"},"modified":"2017-11-05T18:28:17","modified_gmt":"2017-11-05T12:58:17","slug":"bhim-upi-digital-customer-support-digital-india","status":"publish","type":"post","link":"https:\/\/www.altnews.in\/english-clone-2026\/bhim-upi-digital-customer-support-digital-india\/","title":{"rendered":"BHIM UPI – Where is the Digital Customer Support in Digital India?"},"content":{"rendered":"

BHIM UPI has seen an impressive growth in the number of transactions in the last three months. The number of transactions has gone up from 16.80 million in August 2017 to 76.96 million in October according to official figures<\/a>. This amounts to<\/a> a 358% growth in transactions as compared to a 61% growth in the June to August period. As India embraces a digital future, is the National Payments Corporation of India (NPCI) geared up to handle the customer service issues? Alt News reviews the recent posts of NPCI_BHIM and finds that the Twitter handle is slipping up in the way that it responds to customers.<\/p>\n

Inordinate delay in response<\/h3>\n

It was on October 13th<\/sup> that Twitter user Vikash Sharma wrote to @NPCI_BHIM for help. Three weeks later, on November 3rd<\/sup>, he was asked to send a direct message and confirm if he is still facing any issues.<\/p>\n

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Hi, regret the delay, kindly DM\/inbox and let us know if you are still facing any issues. Thanks! https:\/\/t.co\/e3AHQ90Coe<\/a><\/p>\n

— BHIM (@NPCI_BHIM) November 3, 2017<\/a><\/p><\/blockquote>\n

This is not a standalone case. In the first few days of November it seems that NPCI_BHIM cleared its weeks-long backlog and many of those who had written to them in early to mid-October finally got a response. The timeline is full of many more examples.<\/p>\n

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Hi Parav, kindly DM us your transaction details so that we can assist you better. You can also reach out to us at: https:\/\/t.co\/FMHn1OxLc8<\/a><\/p>\n

— BHIM (@NPCI_BHIM) November 3, 2017<\/a><\/p><\/blockquote>\n

Frustration with the helpline<\/h3>\n

In many instances, the customers have complained about the helpline. One person who reported about the helpline not being reachable on October 5th<\/sup> got a response on November 3rd<\/sup>. The response asked him to send a Direct Message if he was still facing issues.<\/p>\n

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Please use the in-app complaint mechanism to register your UPI transaction related grievance.<\/p>\n

— State Bank of India (@TheOfficialSBI) October 13, 2017<\/a><\/p><\/blockquote>\n

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Hi, regret the delay, kindly DM\/inbox and let us know if you are still facing any issues. Thanks! https:\/\/t.co\/e3AHQ8J1wG<\/a><\/p>\n

— BHIM (@NPCI_BHIM) November 3, 2017<\/a><\/p><\/blockquote>\n

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Hi, regret the delay, kindly DM\/inbox and let us know if you are still facing any issues. Thanks! https:\/\/t.co\/e3AHQ90Coe<\/a><\/p>\n

— BHIM (@NPCI_BHIM) November 3, 2017<\/a><\/p><\/blockquote>\n