KYC pending for 25+ days — ₹6,000 stuck, support is useless
Added money to my wallet with zero KYC restriction at the time. Now that I want to spend it, the app suddenly demands KYC — which has been “pending” for 25 days straight. My ₹6,000 is completely stuck.
Called customer care over 10 times. Every single time it’s the same scripted response: “It has been highlighted to the backend team, please wait 24 hours.” 25 days later, still nothing. No update, no resolution, no accountability.
This is unacceptable for an app handling people’s money. If you can’t verify KYC before letting users load funds, don’t block withdrawal/spending after the fact and then leave them stranded with no timeline. Escalating this to RBI’s grievance portal since internal support has failed completely.
Avoid until they fix their KYC processing and actually train support to solve problems instead of repeating a script.
Called customer care over 10 times. Every single time it’s the same scripted response: “It has been highlighted to the backend team, please wait 24 hours.” 25 days later, still nothing. No update, no resolution, no accountability.
This is unacceptable for an app handling people’s money. If you can’t verify KYC before letting users load funds, don’t block withdrawal/spending after the fact and then leave them stranded with no timeline. Escalating this to RBI’s grievance portal since internal support has failed completely.
Avoid until they fix their KYC processing and actually train support to solve problems instead of repeating a script.
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UNRESOLVED SUPPORT AND VERY POOR CUSTOMER SUPPORT
I made multiple attempts to complete my KYC with HP Pay, despite having all the required documents, but every single attempt failed. What made the experience even worse was the complete lack of support from customer care. I contacted them several times, yet no one could provide a proper solution.
I even emailed customer support, but the responses appeared to be auto-generated AI replies with no real understanding of the issue. Instead of addressing my concern, they repeatedly redirected me to the oil industry customer care helpline, which mainly handles LPG-related queries. My issue is specifically about completing KYC for cashless fuel payments at HP fuel stations through HP Pay.
This entire experience has been extremely frustrating and disappointing. A service meant to simplify fuel payments has turned into a stressful and time-consuming process. Because of this poor support and unresolved issue, I am now seriously considering switching to another fuel provider.
I hope someone from HP pay will look into this and will improve HP pay customer support.
I even emailed customer support, but the responses appeared to be auto-generated AI replies with no real understanding of the issue. Instead of addressing my concern, they repeatedly redirected me to the oil industry customer care helpline, which mainly handles LPG-related queries. My issue is specifically about completing KYC for cashless fuel payments at HP fuel stations through HP Pay.
This entire experience has been extremely frustrating and disappointing. A service meant to simplify fuel payments has turned into a stressful and time-consuming process. Because of this poor support and unresolved issue, I am now seriously considering switching to another fuel provider.
I hope someone from HP pay will look into this and will improve HP pay customer support.
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You are temporary hot listed customer
I have been unable to access my HP Pay account for the last 25 days because the app keeps showing the message: “You are a temporary hotlisted customer. Please contact HP Pay customer care.” I have contacted customer support multiple times and sent emails 5 times, but my issue is still unresolved. Every time I call, I am only asked to wait, with no actual solution provided. This has been extremely frustrating and inconvenient, especially when I need the app for fuel payments. Very disappointing customer service and poor issue resolution. Please fix this problem urgently.
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Good ideas behind a bad app
The app crashes multiple times previously, but this time after updating it start crashing when the time was very crucial. It is a time of LPG shortage. I understand, that companies like HP don’t want to receive more bookings or some same kind of issues. But at the same time app is crashing, IVR is not working. Agencies are not sporting. It’s a complete failure of the system that has been built throughout the years, experience, faith, and the stakes. All gone with just a crisis that is happening thousand miles away. I’m going to delete this app. I don’t think so. I can believe on the kind of apps that has been backed up by that huge public sector company and still lack the basic things that can be achieved by a single person developer, sorry to say that, but goodbye.
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Unable to book an LPG connection
The the submit button is not working after uploading an ID on the Proof of identity page. I'd rather book a connection through a different provider. I'm facing similar issues through the website registration! I've already tried uploading through different available options / uploading different files. Hire better engineers or do not provide online options if you can't maintain them at all!
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