How to raise, track and escalate a complaint about a Mofuse Digital transaction or service.
Protect your credentialsNever share your OTP, UPI PIN, card PIN, CVV or banking password with support.
Mofuse Digital is committed to providing a transparent and convenient way to raise and resolve complaints relating to recharge, bill payments, transactions, refunds and other platform services.
This policy explains how complaints are submitted, recorded, reviewed and escalated. Mofuse Digital is operated by Mofuse Multi Recharge Pvt. Ltd.
Complaints may concern prepaid, postpaid, DTH, electricity, gas, water, broadband, landline or FASTag services; unsuccessful, pending, duplicate or unauthorized transactions; incorrect status; unreflected bill payments; refund delays; receipts, history, account access, privacy or other Mofuse Digital services.
In the Mofuse Digital app, open Recharge Report or Transaction History, locate the transaction, select Raise Complaint, choose the applicable reason, add the requested details and submit.
Keep the complaint reference and Transaction ID. You may also contact info@mofusedigital.com or +91 8653855244 and quote the relevant transaction reference.
Where applicable, provide your registered mobile number, name, Transaction ID, BBPS Transaction ID, operator or biller, consumer or account number, amount, date and time, complaint details, ticket reference and relevant supporting material.
Never provide an OTP, UPI PIN, card PIN, CVV, banking password, application password or other confidential authentication credential. Mofuse Digital support should never request them.
A complaint raised against a transaction may be linked to its information in the platform. Keep any generated ticket reference for tracking and future communication.
A complaint may be Open, In Process, Resolved or Closed. Exact terminology may vary with the complaint-management system or service provider.
We review available transaction information and customer details and may request additional information where reasonably necessary.
Resolution may require coordination with telecom or DTH operators, utility billers, banks, gateways, UPI providers, BBPS participants or other service and technology partners. Final status may depend on their confirmation.
A transaction may fail because of payment or network failure, provider downtime, technical error, timeout, incorrect information or another service-provider issue.
If money is debited but the recharge or payment fails, raise a complaint or contact support. Any applicable refund or reversal is handled under the provider process and our Refund & Cancellation Policy.
Pending means confirmation is awaited from a bank, gateway, operator, biller, payment network, BBPS participant or other provider.
Check the original transaction before attempting payment again. If it remains unresolved, use Raise Complaint or contact support.
First check the transaction status in the app. If it remains failed, pending or unresolved, raise a complaint against the transaction.
We will review the transaction and may coordinate with the relevant provider. An eligible refund or reversal follows the applicable banking or payment-provider process.
Keep the Transaction ID and digital receipt if a successful payment is not immediately reflected by the biller.
If it remains unreflected, raise a complaint. We may coordinate with the biller or relevant service participant to verify its status.
Raise a complaint against the applicable transaction and provide the original reference when a refund or reversal is delayed.
Eligibility and processing are governed by our Refund & Cancellation Policy and the applicable bank or payment-provider process. Credit time may depend on the relevant financial institution.
Customers must verify the mobile number, operator, consumer or account number, subscriber ID, biller, amount and other details before paying.
Cancellation or refund may not be possible where incorrect details were entered and successfully processed. We will provide reasonable assistance subject to relevant provider rules.
Raise a complaint and provide all related transaction references if the same recharge or bill payment appears to have been processed more than once.
The transactions will be reviewed using available records. Any applicable reversal depends on final status and the payment-provider process.
Contact us promptly, secure your account and payment instrument, and contact your bank, UPI provider, card issuer or other payment provider where appropriate.
We may request additional information reasonably necessary to investigate suspected unauthorized or fraudulent activity.
If initial support does not adequately resolve a complaint, request further review and provide the ticket reference, Transaction ID, registered mobile number, earlier communication, reason for escalation and supporting information.
We may review the matter internally and coordinate with relevant transaction participants. Further escalation follows the applicable payment or bill-payment framework.
Mofuse Multi Recharge Pvt. Ltd. currently receives grievances at info@mofusedigital.com and +91 8653855244.
Additional grievance-redressal contact details may be designated and published as required.
Provide accurate information and references, clearly explain the issue, include relevant support material, respond to reasonable information requests and keep contact details updated.
Do not submit false, misleading, fraudulent or abusive complaints.
Complaint information is handled under the Mofuse Digital Privacy Policy.
Information reasonably necessary for investigation, resolution, reconciliation, security or compliance may be shared with the relevant biller, operator, bank, gateway, payment provider, BBPS participant or service partner.
We will endeavor to investigate complaints and assist customers appropriately. Resolution time may vary where external participants must provide information, confirmation or action.
Any timeline prescribed by applicable law, regulation, network rule or provider requirement will apply.
This policy may be updated because of changes in services, complaint processes, technology, payment or biller arrangements, or legal and regulatory requirements.
The latest version and revision date will be published on the Mofuse Digital website or application.
Mofuse Multi Recharge Pvt. Ltd. · Mofuse Digital
741A, Dream Nest Building, Itinda Road, Basirhat Bazar, Basirhat, North Twenty Four Parganas, West Bengal – 743411, India.
Customer Support: +91 8653855244 · Email: info@mofusedigital.com
Keep your Transaction ID, BBPS Transaction ID and Complaint Reference available when contacting us.