customer-service-information

A. Customer Service Information

  • 1. Paytm Payments Bank account can be opened only by a Resident Indian
  • 2. Paytm Payments Bank is allowed to hold a maximum balance of Rs.100,000/- per individual customer at the end of the day i.e. the combined balance of your wallet and savings accounts should not exceed Rs.100,000/- at the end of the day
  • 3. There is no minimum balance requirement to open an account with Paytm Payments Bank. Hence, you can open an account with us even with zero balance
  • 4. Paytm Payments Bank is not permitted to offer loans, overdrafts/advances against customer deposits, credit cards, term deposits, recurring deposits, PPF accounts, demat accounts etc. In case we offer such products, they will be powered by our partner institutions
  • 5. Nomination facility is available for all deposit accounts

B. Schedule of charges: Paytm Payments Bank Savings Account

Description Fee / Charge1 (In Rupees)
Minimum account balance Nil
Interest rate 4% per year, payable monthly
Online funds transfer
To another Paytm Payments Bank account or Paytm wallet Free unlimited
IMPS Free unlimited
UPI Free unlimited
NEFT Free unlimited
Debit card and cheque book
Rupay Debit Card Free
Annual subscription for physical Rupay Debit Card Rs. 100 + delivery charges
Lost card replacement Rs. 100 + delivery charges
Cheque book (10 leaves) Rs. 100 + delivery charges
ATM transactions
Non-metro locations 5 free every month; post that
- Cash withdrawal: Rs. 20/txn
- Balance check, Mini statement: Rs. 5/txn
Metro locations 3 free every month; post that
- Cash withdrawal: Rs. 20/txn
- Balance check, Mini statement: Rs. 5/txn
Statements and Certificates
Online passbook Free
Email statements Free
Physical statements / certificates Rs. 50 + delivery charges
Free for Women, Senior Citizens and Armed Forces Personnel
Time Norms for transactions
Mobile Banking 24 hrs
IMPS 24 hrs
UPI 24 hrs
NEFT 8:00 AM – 6:30 PM

C. Schedule of charges: Paytm Wallet

Nature of transaction Charges
Loading money into Paytm NIL
Purchase at merchant site NIL
Paytm to Paytm Wallet Transfer NIL
Paytm Wallet to Bank Transfer – Basic Customer 2% (Notice: Revision in Wallet to Bank Transfer fee/charges with effect from 1st August 2017 : 3%)
Paytm Wallet to Bank Transfer – KYC Customer 2% (Notice: Revision in Wallet to Bank Transfer fee/charges with effect from 1st August 2017 : 3%)
Paytm Wallet to Bank Transfer – Business Partner As per terms with Business Partner

D. Grievance Redressal

Level 1

If you have any grievances/complaints, please raise it via one of the below available options:

  • - Approach our Branch Official

Estimated timelines at various levels of queries/escalations*

  • - First response to a customer's query/concern - 2 working days
  • - Follow-up queries - 4 working days
  • - Escalated cases - 7 working days
  • - Customer grievances raised to Nodal officer - 15 working days

Level 2

If your issue is unresolved even after contacting various complaint resolution channels or if you are not satisfied with the response, you can reach out to our Nodal Officer at:

  • Nodal Officer
    Shri Rohan Lakhaiyar
    Paytm Payments Bank Limited,
    B-121, Sector 5, Noida, Uttar Pradesh-201301
    Phone No: 0120-4770439
    Email : nodalofficer@paytmbank.com

    *If any case needs additional time, we will inform you/regulator the reasons for the delay and provide expected timelines for resolution of the issue. In case we are liable to pay any compensation, the same will be paid to the complainant as per the provisions of our ‘Customer Compensation Policy’

Level 3

If the complaint is not resolved at the bank level within a month or if you are not satisfied with our grievance redressal, you may approach the Banking Ombusdman at:

  • Banking Ombudsman Shri R S Amar
    C/o Reserve Bank of India, Sansad Marg, New Delhi
    Phone No.: 011-23724856
    Fax No.: 23725218-19
    Email : bonewdelhi2@rbi.org.in

E. Branch and Registered Office

  • 1. Registered Address : 136, First floor, Devika Tower, Nehru Place, New Delhi - 110019
  • 2. Main Branch: B-121, Sector 5, Noida 201301
  • 3. Branch Timings : 10:00 am to 4:00 pm; 2nd & 4th Saturday & every Sunday holiday

F. Regulatory Disclosures Section

The Banking Code Rules
Citizen's Charter
Code of Bank's Commitment to Customers
Comprehensive Deposit Policy
Customer Compensation Policy
Customer Grievance Redressal Policy
Privacy Policy
Terms & Conditions