A Real Case Walkthrough + Step-by-Step Resolution
Big thanks for those who helped me out earlier. I dedicate this post to them.
#only try if you strictly used it for personal use. For those who used it for commercial usage, avoid
I have tagged my previous post at #2
🔍 Context (My Experience)
I’ve been facing a persistent Axis mobile app KYC update issue for over a year. After raising it with the RBI Ombudsman in April 2025, Axis Bank blocked my Flipkart Axis Credit Card citing “non-personal usage” — despite all transactions being for personal/family use.
They pointed to:
-Volume of transactions and non-peronal use
After weeks of escalations, the card was finally unblocked. Here’s a step-by-step guide if you ever face this frustrating scenario.
> 💡 Note: My total card spend was ₹2.8L across 53 transactions:
🔸 31 were under ₹1000
🔸 9 were above ₹5000
🔸 Purchases included 6 phones, 2 laptops, 1 refrigerator, and other personal/home items
🔸 Due to my hybrid work setup and staying with relatives/grandparents, name/address mismatches happened
🔸 Belong to a large joint family, so multiple devices were bought for family use
⚠️ This is my personal scenario — your spending pattern or context may vary.
---
🧭 Step-by-Step Guide to Resolve It
---
✅ Step 1: Upload Invoices via Axis Chat Support
Go to Axis Bank's official chat support
Upload all invoices, especially for high-ticket items (laptops, mobiles, etc.)
If you have too many invoices rename it like this which might help organising it "15Apr25_17895.pdf".
Just upload – no need to explain here.
Save the Service Request (SR) number
> 📝 Tip: Combine invoices into a single PDF and name it clearly (e.g., Flipkart_Axis_Invoices.pdf)
---
✅ Step 2: Email the Nodal Officer
📧 Email: nodal.officer@axisbank.com
📌 Include:
Your SR number
Clearly mention:
Transactions were for personal/family use, ask them why they consider it non-personal use.
Different names due to delivery constraints
Address variation due to hybrid work or staying with relatives
You belong to a joint family — hence multiple phones/devices were ordered(my case)
Request a call back and say:
> “Kindly call to discuss further — I will be recording the conversation with mutual consent to avoid future misrepresentation.”
---
✅ Step 3: Escalate to Principal Nodal Officer (PNO)
📧 Email: pno@axisbank.com
📌 Include:
SR number and previous mail trail
A detailed explanation of all purchases
(e.g. 6 phones, 2 laptops, refrigerator, other items — all personal)
Clearly state: None of the transactions were for commercial use
Ask again for a call and record it with consent
> ⚠️ In my case, a PNO team member first acknowledged my explanation on call, but later flipped the script in their email(they said that I agreed that it is non-personal usage and the okay with card blocking).
Recording helped me prove my side later.
---
✅ Step 4: Escalate to MD & CEO’s Office
📧 Email: amitabh.chaudhry@axisbank.com
📌 Write a concise but firm escalation:
Timeline of the issue
Your earlier KYC/app issue pending for over a year(my personal case, not applicable for everyone)
Mention your RBI Ombudsman escalation (if applicable)
Explain that after that complaint, the card was blocked under “non-personal usage”
Reiterate: all transactions were strictly personal
Request call back and note that conversation will be recorded
---
✅ Optional Last Resort: RBI Ombudsman
If all above fails:
📍 Visit: https://cms.rbi.org.in
File a complaint with full supporting documents, invoices, and escalation trail.
> ⚠️ Note: This is a long, time-consuming process — expect weeks/months of follow-up and documentation. But it works if you're persistent.
---
✅ Final Learnings from My Case
📌 Be ready to send multiple emails at each stage
📲 Record every phone call with consent, especially from PNO team
📎 Upload invoices only once — at Step 1
🧾 Keep all invoices and documents organized
⚠️ Be patient, the process is slow — but possible to win if you're clear and consistent
🧠 Mentioning my RBI Ombudsman complaint helped improve Axis’s response drastically
---
🎯 My Outcome
Flipkart Axis Credit Card was unblocked
Mobile app login still under investigation, but hope progress will be made soon.
No commercial tag on my account anymore
Still following up on missing cashback
Big thanks for those who helped me out earlier. I dedicate this post to them.
#only try if you strictly used it for personal use. For those who used it for commercial usage, avoid
I have tagged my previous post at #2
🔍 Context (My Experience)
I’ve been facing a persistent Axis mobile app KYC update issue for over a year. After raising it with the RBI Ombudsman in April 2025, Axis Bank blocked my Flipkart Axis Credit Card citing “non-personal usage” — despite all transactions being for personal/family use.
They pointed to:
-Volume of transactions and non-peronal use
After weeks of escalations, the card was finally unblocked. Here’s a step-by-step guide if you ever face this frustrating scenario.
> 💡 Note: My total card spend was ₹2.8L across 53 transactions:
🔸 31 were under ₹1000
🔸 9 were above ₹5000
🔸 Purchases included 6 phones, 2 laptops, 1 refrigerator, and other personal/home items
🔸 Due to my hybrid work setup and staying with relatives/grandparents, name/address mismatches happened
🔸 Belong to a large joint family, so multiple devices were bought for family use
⚠️ This is my personal scenario — your spending pattern or context may vary.
---
🧭 Step-by-Step Guide to Resolve It
---
✅ Step 1: Upload Invoices via Axis Chat Support
Go to Axis Bank's official chat support
Upload all invoices, especially for high-ticket items (laptops, mobiles, etc.)
If you have too many invoices rename it like this which might help organising it "15Apr25_17895.pdf".
Just upload – no need to explain here.
Save the Service Request (SR) number
> 📝 Tip: Combine invoices into a single PDF and name it clearly (e.g., Flipkart_Axis_Invoices.pdf)
---
✅ Step 2: Email the Nodal Officer
📧 Email: nodal.officer@axisbank.com
📌 Include:
Your SR number
Clearly mention:
Transactions were for personal/family use, ask them why they consider it non-personal use.
Different names due to delivery constraints
Address variation due to hybrid work or staying with relatives
You belong to a joint family — hence multiple phones/devices were ordered(my case)
Request a call back and say:
> “Kindly call to discuss further — I will be recording the conversation with mutual consent to avoid future misrepresentation.”
---
✅ Step 3: Escalate to Principal Nodal Officer (PNO)
📧 Email: pno@axisbank.com
📌 Include:
SR number and previous mail trail
A detailed explanation of all purchases
(e.g. 6 phones, 2 laptops, refrigerator, other items — all personal)
Clearly state: None of the transactions were for commercial use
Ask again for a call and record it with consent
> ⚠️ In my case, a PNO team member first acknowledged my explanation on call, but later flipped the script in their email(they said that I agreed that it is non-personal usage and the okay with card blocking).
Recording helped me prove my side later.
---
✅ Step 4: Escalate to MD & CEO’s Office
📧 Email: amitabh.chaudhry@axisbank.com
📌 Write a concise but firm escalation:
Timeline of the issue
Your earlier KYC/app issue pending for over a year(my personal case, not applicable for everyone)
Mention your RBI Ombudsman escalation (if applicable)
Explain that after that complaint, the card was blocked under “non-personal usage”
Reiterate: all transactions were strictly personal
Request call back and note that conversation will be recorded
---
✅ Optional Last Resort: RBI Ombudsman
If all above fails:
📍 Visit: https://cms.rbi.org.in
File a complaint with full supporting documents, invoices, and escalation trail.
> ⚠️ Note: This is a long, time-consuming process — expect weeks/months of follow-up and documentation. But it works if you're persistent.
---
✅ Final Learnings from My Case
📌 Be ready to send multiple emails at each stage
📲 Record every phone call with consent, especially from PNO team
📎 Upload invoices only once — at Step 1
🧾 Keep all invoices and documents organized
⚠️ Be patient, the process is slow — but possible to win if you're clear and consistent
🧠 Mentioning my RBI Ombudsman complaint helped improve Axis’s response drastically
---
🎯 My Outcome
Flipkart Axis Credit Card was unblocked
Mobile app login still under investigation, but hope progress will be made soon.
No commercial tag on my account anymore
Still following up on missing cashback
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