MONITORING, RECEIPT AND DISPOSAL OF COMPLAINT

Steps :

  1. When customer raises any complaint, it will goes to HotRemit support team and Hotremit will suppose to raise a ticket and send a confirmation mail.
    Mail: “Apologies for the inconvenience caused to you!, Kindly provide the Transaction ID and the Mobile number”.
  2. Based on the complaint received from the customer, HotRemit support team will co-ordinate with the technical / non- technical team to resolve the issue.
  3. After receiving the information from technical / non-technical team, support team will respond to the customer with the solution, take the confirmation from customer regarding the issue.
  4. We will close the ticket once we received the satisfactory confirmation from the customer.

REDRESSAL OF CUSTOMER COMPLAINTS

Withdraw money from Hotremit but not credit my bank account

Solution :

Once we receive any complaint Hotremit support team will raise a ticket and send the below mail to the customer:

“Apologies for the inconvenience caused to you! As we have issue with the bank, we will let you know once we get the update, kindly provide the Transaction ID and the Mobile number”

Once we received the details from customer we will follow the below process to resolve the complaint:

  1. Check the balance in Hotremit account (particular date and time).
  2. Did customer load money through debit card/ credit card.
  3. Withdrawal money is possible only if your account is loaded with money using debit card.
    If Money loaded using credit card, it can only be used for payments and transfers not for withdraw.
  4. In case money loaded with debit card :-
  5. Check the withdraw is done as per the terms and conditions(transaction amount and transaction fee)
  6. If sufficient balance available, check the Escrow bank account whether withdraw transaction is success or not
  7. Suggest to customer for making successful withdraw transaction and close the ticket.

Request to Change email id with same mobile no:

Solution:

  1. Hotreit cannot change email id, Customer only can change his email id with same mobile no
  2. Explain to customer how to change an email id step by step.

    Mail:

    Thank you for your Mail

    Please follow the below step to change you email ID associated with Hotremit,

    1. Login to your Hotremit account
    2. Go to Settings
    3. click on Profile
    4. Select on Change Email option >Please enter your New Email >Confirm New Email > click on Save option.

    Please revert us back if any further assistance.

Load money transaction success but amount is not credited in Hotremit ewallet

Solution:

Once we receive any complaint Hotremit support team will raise a ticket and send the below mail to the customer:

“Apologies for the inconvenience caused to you! As we have issue with the bank, we will let you know once we get the update, kindly provide the Transaction ID and the Mobile number”.

Once we received the details from customer we will follow the below process to resolve the complaint:

  1. Check the balance in Hotremit account (particular date and time)..
  2. Did customer load money through debit card/ credit card.
  3. Check the Load is done as per the terms and conditions(transaction amount and transaction fee)
  4. Cross check the load transaction in Hotremit, accounts reporting system and Bank statement
  5. If Load amount is available in Hotremit account inform to customer about successful load transaction.
  6. If load amount is not available, check the reason why transaction is failed.
  7. While doing reconciliation Hotremit will refund the load amount due to technical problem.
  8. Check if any refund initiates while doing reconciliation.
  9. Suggest to customer for making successful Load transaction and close the ticket.

Did not provide the services by the agreed terms and conditions.

Solution:

Once we receive any complaint Hotremit support team will raise a ticket and send the below mail to the customer:

“Apologies for the inconvenience caused to you! As we have issue with the bank, we will let you know once we get the update, kindly provide the Transaction ID and the Mobile number”.

Once we received the details from customer we will follow the below process to resolve the complaint:

  1. Check the balance in Hotremit account (particular date and time).
  2. Check the loads and withdraw done as per our terms and conditions.
  3. Did customer load money through debit card/ credit card.
  4. Check the transaction amount and transaction fee as per terms.
  5. Did any load, withdraw, transfer transaction are failed
  6. If failed what are remedies has been taken
  7. Suggest to customer for making successful Load transaction and close the ticket.

Transaction failed, But money is debited from Hotremit account

Solution:

Once we receive any complaint Hotremit support team will raise a ticket and send the below mail to the customer:

“Apologies for the inconvenience caused to you! As we have issue with the bank, we will let you know once we get the update, kindly provide the Transaction ID and the Mobile number”.

Once we received the details from customer we will follow the below process to resolve the complaint:

  1. Check the balance in Hotremit account (particular date and time).
  2. Did customer load money through debit card/ credit card..
  3. Check the withdraw is done as per the terms and conditions(transaction amount and transaction fee)
  4. If sufficient balance available, check the Escrow statement whether withdraw transaction is success or not
  5. If transaction is success ok, if not check the bank details which was given by the customer.
  6. If transaction fails Hotremit team will initiate NEFT from escrow to customer account
  7. Check whether any NEFT initiated to that customer from escrow
  8. Suggest to customer for making successful Load transaction and close the ticket

Entered the same Load transaction more than once

Once we receive any complaint Hotremit support team will raise a ticket and send the below mail to the customer:

“Apologies for the inconvenience caused to you! As we have issue with the bank, we will let you know once we get the update, kindly provide the Transaction ID and the Mobile number”.

Once we received the details from customer we will follow the below process to resolve the complaint:

  1. Check the balance in Hotremit account (particular date and time).
  2. Did customer load money through debit card/ credit card.
  3. Check the Load is done as per the terms and conditions(transaction amount and transaction fee)
  4. Did customer load two different transactions
  5. Check whether two different transaction confirmation mails are send to the cardholder or not
  6. Check the time that two separate transactions were processed under same cardholder.
  7. Cross check with Bank MPR statement and Accounts for duplicate transaction.
  8. Suggest to customer for making successful Load transaction and close the ticket

Withdraw/Transfer same transaction two times

Once we receive any complaint Hotremit support team will raise a ticket and send the below mail to the customer:

“Apologies for the inconvenience caused to you! As we have issue with the bank, we will let you know once we get the update, kindly provide the Transaction ID and the Mobile number”.

Once we received the details from customer we will follow the below process to resolve the complaint:

  1. Check the balance in Hotremit account (particular date and time).
  2. Did customer Withdraw/Transfer money through debit card/ credit card.
  3. Check the Load is done as per the terms and conditions(transaction amount and transaction fee)
  4. Did Customer Withdraw/Transfer two different transactions
  5. Check whether two transaction confirmation mail is send to the cardholder or not
  6. Check the time that two separate transactions were processed under same cardholder.
  7. Cross check with Escrow statement for two different transactions.
  8. Suggest to customer for making successful withdraw/transfer transaction and close the ticket

Login/Registration Issues: I Am unable register in Hotremit account help me

We regret for the inconvenience caused to you!!

Thank you for your Interest in our Hot Remit services.

We have some very easy ways to welcome you to HotRemit. They are listed as follows

We request you to let us know through which option you are trying to register for Hotremit account.

For any queries please revert back to us.