Verified: 11 July 2026 05:30 am IST
Industry: Fintech & Digital Lending (BNPL / Xpress Cash)
Jurisdiction: India
Primary Regulator: Reserve Bank of India (RBI)
Important Safety Warning: Beware of the “Fake Support & Screen Share Scam.” Scammers frequently buy ads on Google displaying fake LazyPay customer service helplines. This is a scam. LazyPay staff will never ask you to pay a “processing fee” to unlock your credit limit, share your UPI PIN, request an OTP, or ask you to download third-party screen-sharing apps (like AnyDesk/RustDesk) to troubleshoot a failed repayment.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (BNPL billing errors, repayment failures, merchant refunds, or Xpress Loan queries) directly by calling the official customer care numbers at 022-69821111. You can also log the complaint directly via the LazyPay App or email wecare@lazypay.in (or wecare@payufin.com). You must insist on receiving a unique “Ticket Number” - without this number, your complaint does not legally exist in the regulatory system.
Availability: The automated app portals and telephone helplines operate Monday to Sunday, 10:00 AM to 7:00 PM.
Timeline: PayU Finance aims to acknowledge complaints immediately and resolve Level 1 issues within a few business days, though the absolute regulatory maximum before external escalation is 30 days.
Level 2: Internal Escalation (Grievance Redressal Officer)
Who to contact: If Level 1 support fails, your repayment is not updated, or your credit limit is unjustly blocked, you must escalate to the Grievance Redressal Officer. You must email your formal grievance, clearly stating your original Level 1 Ticket Number, to grievanceredressalofficer@payufin.com.
Timeline: The Grievance Redressal Officer must review the escalation and provide a reasoned resolution within the overall 30-day corporate resolution window.
Level 3: Final Internal Escalation (Principal Nodal Officer)
Who to contact: If your complaint remains unresolved after escalating to the Grievance Redressal Officer, you must contact the final internal authority: the Principal Nodal Officer. You can email your appeal to nodalofficer@payufin.com or call the Nodal desk directly at 022-69821177 (Monday to Friday, 10:00 AM to 7:00 PM). Written legal notices must be sent via physical post to their corporate headquarters (PayU Finance India Private Limited Wallace Towers, Second Floor, Crossing of Sahar Road, Vile Parle East, Mumbai, Maharashtra, 400057 India).
Timeline: The total time from your initial Level 1 complaint to the final Nodal Officer resolution must not exceed 30 days.
Level 4: Administrative Mediation (RBI Ombudsman & Sachet Portal)
Authority: If PayU Finance’s Nodal Officer rejects your claim, or 30 days have passed since your initial Level 1 complaint without a resolution, you have exhausted internal remedies. For lending issues, unfair recovery practices, or systemic failures, you must approach the Reserve Bank of India (RBI) Integrated Ombudsman Scheme.
Portal/Contact: File general lending/fintech complaints with the RBI online at cms.rbi.org.in or by calling the toll-free number 14448. For complaints about unauthorized digital lending operations, you can use the RBI’s specialized Sachet portal (sachet.rbi.org.in). For critical security issues like cyber fraud or scams, you must immediately report it via the National Cyber Crime Reporting Portal at cybercrime.gov.in or call 1930.
Level 5: Legal Action (Final Step)
Pre-Litigation: If administrative mediation fails, or the company refuses to comply with a demand for compensation regarding severe financial loss or destroyed CIBIL scores due to their error, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission against PayU Finance India Private Limited. You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in). You can also use the National Consumer Helpline (NCH) at 1915 for pre-litigation counseling.
Timeline: You must file the consumer case within two years from the date the cause of action occurred.
Community Action: Is LazyPay refusing to correct a false default report on your CIBIL score after 30 days, or are you looking for the correct template to formally escalate a trapped loan cancellation to the Gurgaon Principal Nodal Officer? Reply below (do not share your passwords, bank details, or your exact phone numbers), and our community will point you to the right resources!