WhatsApp, the ubiquitous messaging app owned by Meta (formerly Facebook), has become an essential tool for communication across the globe. Beyond texting and calling, WhatsApp now extends its services to include a payment platform.
WhatsApp has transformed the way we communicate, and its integration of WhatsApp Payment through UPI (Unified Payments Interface) offers users in India a seamless way to send and receive money directly within the app.
Users may encounter issues such as account suspension, business services, WhatsApp UPI payments, transaction failures, delays, or unauthorized transactions. Technical glitches, such as app crashes, blocked accounts, or connectivity problems, can also affect the user experience.
However, like any service, technical issues, payment problems, or account-related concerns may arise. Here’s where to go for support and filing a complaint about WhatsApp services:
Level 1: File a Complaint to Customer Care, WhatsApp
As per the service policy of WhatsApp and WhatsApp Business, you can complain to WhatsApp support through the available customer service number, email, or online complaint form. The support services are available for customers/users, businesses, UPI Payments (India), and enterprise solutions.
You can use these communication methods for lodging your grievance to the respective department.
1. WhatsApp Support
For any problems regarding WhatsApp App services, you may contact:
- In-app Help: Go to WhatsApp Settings > Help > Contact Us. Describe your issue in detail and attach screenshots if relevant.
- Online Complaint: File a Complaint
You may also get help from the resources available in FAQs and Help Center pages of WhatsApp for any technical or specific problems for an instant solution.
2. WhatsApp Business Support
If you are using WhatsApp Business App and facing any problems, contact Business support here:
- In-app Help: Open the WhatsApp Business app. Navigate to Settings > Help > Contact Us.
- Email: smb_web@support.whatsapp.com
- Chat: Through the WhatsApp Business App
For any disputes regarding WhatsApp Business Enterprise Solutions, you may email or submit a complaint form from the contact page of the WhatsApp portal.
If you need help regarding WhatsApp Accessibility and assistive technical services, email accessibility@support.whatsapp.com with relevant information.
3. WhatsApp Payment (UPI)
If you have disputes regarding UPI payment services of WhatsApp such as payment failure, no transactions, blocked UPI, or other issues, register your complaint using these contact details:
- In-app Help: Go to WhatsApp Settings > Payments > Help. Select the issue you’re encountering and follow the instructions.
- WhatsApp Helpline Number: 18002128552
- Complain online to WhatsApp: From help in the payments section of the app.
Note: For any financial fraud or online scams through WhatsApp, register your complaint online to Cyber Police through the National Cyber Crime Reporting Portal or instantly dial 1930.
If the UPI payment problem is not resolved, you should file a complaint to your respective bank and the associated payment partner bank of WhatsApp. Currently, the Payment Service Providers (PSP) are HDFC Bank, Axis Bank, ICICI Bank, and SBI, where you can get help regarding any payment disputes with WhatsApp UPI.
In your written complaint or online form, you should provide:
- Account Information: WhatsApp phone number, associated email (if applicable).
- Clear Problem Description: Explain the issue factually (dates, times, etc.).
- Screenshots: These can be invaluable for demonstrating glitches.
- Transaction IDs: Include these for any payment-related disputes.
- Others: Describe the issue regarding account suspension, blocking, or any type of fraud/scam, if any.
Still, not resolved by WhatsApp Support? You may escalate the complaint to the Grievance Officer, appointed by the company.
Note: For the violation of consumer rights by the company or its listed Businesses, you can file a consumer complaint to the National Consumer Helpline (NCH) of the Department of Consumer Affairs.
Level 2: Grievance Officer, WhatsApp, Inc
As per the IT rules, 2000, WhatsApp has appointed a Grievance Officer in India for the redressal of any disputes regarding WhatsApp services, privacy concerns, and regulatory rules. So, for your unresolved issues or serious complaints, contact WhatsApp’s Grievance Officer for India:
Contact Details of the Grievance Officer:
- Email: grievance_officer_wa@support.whatsapp.com
- Complaint Form: Click to Submit
- Postal Address: WhatsApp, LLC, Attention: Grievance Officer, Unit B8 and B10, The Executive Center, Level 18, DLF Cyber City, Building No. 5, Tower A, Phase III, Gurgaon – 122002.
- HQ Address: WhatsApp Inc., 1601 Willow Road, Menlo Park, California 94025, United States
But, don’t forget to include the reference/ticket ID of previously lodged complaints with the reason for dissatisfaction. Law enforcement agencies (as a statutory, government, or legal body) may also directly contact the officer to send any legal notices or request any information for any specific cases.
For legal notices, use the same postal address as above. It is highly advisable to seek legal counsel before sending official notices.
Legal notices can be sent to WhatsApp electronically, which is recognized by Indian courts as a valid service. The Supreme Court has allowed the service of notices through email and messaging services like WhatsApp.
Level 3: Appellate Authority
If all the available methods of communication cannot resolve your disputed matter to your expectations or are ignored by the WhatsApp officials, you can file a complaint against WhatsApp and within respective regulatory or appellate authorities overseeing these services in India:
- National Payments Corporation of India (NPCI): You can file an online grievance to NPCI regarding the UPI payment disputes with WhatsApp.
- Reserve Bank of India (RBI): If your complaints regarding payments are not resolved within 30 days, file a complaint to the Banking Ombudsman of RBI for financial services.
- Consumer Commission: For any disputes regarding business, products, or violation of consumer rights, you can appeal to the District, State, or National Consumer Disputes Redressal Commission (NCDRC) through E-DAAKHIL to demand compensation for any monetary losses or relief of any consumer dispute.
For any grievance regarding the privacy policy or disputes related to the business conduct of WhatsApp in India, you may lodge a grievance to the Ministry of Electronics and Information Technology (Meity) through CPGRAMS, PG Portal of Central Government.
Complaints against WhatsApp services can also be filed with the Telecom Regulatory Authority of India (TRAI).
Important Advice
Keep records of all communications with WhatsApp support. You should keep patient while resolution may take time, especially for complex issues. Finally, use these appellate authorities as a last resort after exhausting WhatsApp’s internal channels.
For a simpler and faster experience, you may use the Complaint Hub App for filing a complaint to WhatsApp and other companies. At Complaint Hub, you can easily contact the respective regulatory authorities. The DooAI Assistant will help you to write drafts for complaints and legal notices. You can also do research, find public services, and procedures, and understand legal terms and laws in easy format or do any other creative task.
You can download or install the Complaint Hub App from the Play Store. We hope that your issues regarding WhatsApp are resolved as per your expectations.
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