- Website Name
- Amazon
- Loss Amount
- 15000
- Ratings
Subject: Wrong Billing – Amazon-Confirmed Refunds Not Reflected in Outstanding Amount Due, and Disappearing Transaction Record – axio Pay Later (CapFloat Financial Services Pvt Ltd)
I am writing to raise a formal complaint against axio (CapFloat Financial Services Private Limited), an RBI-registered NBFC, regarding incorrect billing on my Amazon Pay Later account managed by axio.
Issue 1: Refunds not reflected in Outstanding Amount Due
My axio statement of account (Outstanding Amounts Due, August 2026) does not correctly reflect refunds that Amazon Pay has already confirmed and credited against my purchases. There are two distinct problems:
1. Cancellation recorded but not deducted from Total Amount Due:
- Transaction No. 90 (Purchase Date 01-06-2026, Amount ₹3,192.08): Cancellation of ₹382.28 (Amazon refund confirmed 16-06-2026) is shown in the statement, but Total Amount Due still shows the full ₹971.66, with no deduction made.
- Transaction No. 94 (Purchase Date 08-07-2026, Amount ₹1,709.00): Cancellation of ₹469.80 (Amazon refund confirmed 24-07-2026) is shown in the statement, but Total Amount Due still shows the full ₹1,239.20, with no deduction made.
2. Amazon-confirmed refunds missing from axio's statement entirely (shown as ₹0.00 cancellation):
- Transaction No. 91 (Purchase Date 07-06-2026, Amount ₹2,620.49): Amazon confirmed a refund of ₹458.62 (credited 06-07-2026), but axio's statement shows ₹0.00 cancellation for this transaction.
- Transaction No. 92 (Purchase Date 17-06-2026, Amount ₹2,287.34): Amazon confirmed a refund of ₹458.62 (credited 06-07-2026), but axio's statement shows ₹0.00 cancellation for this transaction.
- Transaction No. 93 (Purchase Date 24-06-2026, Amount ₹5,481.35, Order IDs 171-9463919-2497925, 171-2326502-0161148, 171-9834206-9293100, 171-6696195-8948368): Amazon confirmed a refund of ₹966.60 (credited 08-07-2026), but axio's statement shows ₹0.00 cancellation for this transaction.
In total, ₹852.08 in cancellations is acknowledged by axio but not deducted from my Total Amount Due, and a further ₹1,883.84 in Amazon-confirmed refunds is not recorded by axio at all — a combined discrepancy of ₹2,735.92 against my outstanding balance.
Issue 2: Transaction record altered/removed after the fact
On 01 August 2026, my Amazon Pay transaction history showed a refund of ₹1,360.51 credited to my account, which I screenshotted at the time. This entry subsequently disappeared from my transaction history. I am attaching the timestamped screenshot as evidence. I am raising serious concern that a legitimate transaction record was altered or removed from view after being displayed to me, which raises questions about the reliability and integrity of the transaction ledger I am being shown.
Urgency: I have an EMI payment due imminently and am being asked to pay the full amount shown by axio, despite the unresolved discrepancies above. I am proceeding to pay the currently stated due amount to avoid penalty/late fees, while formally disputing the correctness of that amount through this complaint.
Steps already taken:
I raised this issue with axio through all levels of their grievance redressal mechanism:
- ask@axio.co.in / help@axio.co.in
- customersuccess@axio.co.in (Complaints Management Cell)
- head.customersuccess@axio.co.in (Head of Customer Service)
- pno@axio.co.in (Grievance Redressal Officer / Principal Nodal Officer)
Despite escalating through every level, the matter remains unresolved and I have not received a satisfactory response or correction to my outstanding amount.
Resolution sought:
I request that axio (1) recalculate my correct outstanding amount after adjusting all five refund/cancellation amounts listed above (Transactions 90, 91, 92, 93, and 94), (2) provide a corrected statement reflecting the accurate Total Amount Due, and (3) explain in writing why the ₹1,360.51 refund entry dated 01 August 2026 was removed from my transaction history after being displayed.
I am attaching:
1. Screenshots of Amazon Pay transaction history showing all refunds with expected/confirmed credit dates, matched to each purchase.
2. axio's own statement (Outstanding Amounts Due, August 2026) showing cancellation amounts either not deducted or missing entirely.
3. Screenshot of the order details for Transaction 93 confirming purchase value and EMI breakup.
4. Timestamped screenshot of the ₹1,360.51 refund entry that was later removed from my transaction history.
I request the Reserve Bank of India to look into this matter and direct axio to resolve the billing discrepancy and account integrity concern at the earliest.
I am writing to raise a formal complaint against axio (CapFloat Financial Services Private Limited), an RBI-registered NBFC, regarding incorrect billing on my Amazon Pay Later account managed by axio.
Issue 1: Refunds not reflected in Outstanding Amount Due
My axio statement of account (Outstanding Amounts Due, August 2026) does not correctly reflect refunds that Amazon Pay has already confirmed and credited against my purchases. There are two distinct problems:
1. Cancellation recorded but not deducted from Total Amount Due:
- Transaction No. 90 (Purchase Date 01-06-2026, Amount ₹3,192.08): Cancellation of ₹382.28 (Amazon refund confirmed 16-06-2026) is shown in the statement, but Total Amount Due still shows the full ₹971.66, with no deduction made.
- Transaction No. 94 (Purchase Date 08-07-2026, Amount ₹1,709.00): Cancellation of ₹469.80 (Amazon refund confirmed 24-07-2026) is shown in the statement, but Total Amount Due still shows the full ₹1,239.20, with no deduction made.
2. Amazon-confirmed refunds missing from axio's statement entirely (shown as ₹0.00 cancellation):
- Transaction No. 91 (Purchase Date 07-06-2026, Amount ₹2,620.49): Amazon confirmed a refund of ₹458.62 (credited 06-07-2026), but axio's statement shows ₹0.00 cancellation for this transaction.
- Transaction No. 92 (Purchase Date 17-06-2026, Amount ₹2,287.34): Amazon confirmed a refund of ₹458.62 (credited 06-07-2026), but axio's statement shows ₹0.00 cancellation for this transaction.
- Transaction No. 93 (Purchase Date 24-06-2026, Amount ₹5,481.35, Order IDs 171-9463919-2497925, 171-2326502-0161148, 171-9834206-9293100, 171-6696195-8948368): Amazon confirmed a refund of ₹966.60 (credited 08-07-2026), but axio's statement shows ₹0.00 cancellation for this transaction.
In total, ₹852.08 in cancellations is acknowledged by axio but not deducted from my Total Amount Due, and a further ₹1,883.84 in Amazon-confirmed refunds is not recorded by axio at all — a combined discrepancy of ₹2,735.92 against my outstanding balance.
Issue 2: Transaction record altered/removed after the fact
On 01 August 2026, my Amazon Pay transaction history showed a refund of ₹1,360.51 credited to my account, which I screenshotted at the time. This entry subsequently disappeared from my transaction history. I am attaching the timestamped screenshot as evidence. I am raising serious concern that a legitimate transaction record was altered or removed from view after being displayed to me, which raises questions about the reliability and integrity of the transaction ledger I am being shown.
Urgency: I have an EMI payment due imminently and am being asked to pay the full amount shown by axio, despite the unresolved discrepancies above. I am proceeding to pay the currently stated due amount to avoid penalty/late fees, while formally disputing the correctness of that amount through this complaint.
Steps already taken:
I raised this issue with axio through all levels of their grievance redressal mechanism:
- ask@axio.co.in / help@axio.co.in
- customersuccess@axio.co.in (Complaints Management Cell)
- head.customersuccess@axio.co.in (Head of Customer Service)
- pno@axio.co.in (Grievance Redressal Officer / Principal Nodal Officer)
Despite escalating through every level, the matter remains unresolved and I have not received a satisfactory response or correction to my outstanding amount.
Resolution sought:
I request that axio (1) recalculate my correct outstanding amount after adjusting all five refund/cancellation amounts listed above (Transactions 90, 91, 92, 93, and 94), (2) provide a corrected statement reflecting the accurate Total Amount Due, and (3) explain in writing why the ₹1,360.51 refund entry dated 01 August 2026 was removed from my transaction history after being displayed.
I am attaching:
1. Screenshots of Amazon Pay transaction history showing all refunds with expected/confirmed credit dates, matched to each purchase.
2. axio's own statement (Outstanding Amounts Due, August 2026) showing cancellation amounts either not deducted or missing entirely.
3. Screenshot of the order details for Transaction 93 confirming purchase value and EMI breakup.
4. Timestamped screenshot of the ₹1,360.51 refund entry that was later removed from my transaction history.
I request the Reserve Bank of India to look into this matter and direct axio to resolve the billing discrepancy and account integrity concern at the earliest.