Hi Team, Greetings from OPEN! We hereby inform you that we have received a complaint/dispute from your customer regarding the following payment processed through our platform, which has been raised as a chargeback.

Transaction: 09 May 2026 | Payment ID: 388391130763 | PG Transaction ID: py_9B69fF4eE9Bc5EF | Disputed Amount: ₹296.00 | CB Reason: 1064 – Goods/services not provided/not received

Kindly provide: Invoice copy · Proof of delivery/service completion · Customer communication, by 12:00 PM on 22 May 2026.

Note: The disputed amount will be temporarily debited. If documents are not submitted in time, the chargeback will be closed in favour of the customer.

Dear Merchant, This is a gentle reminder regarding our earlier communication. Please share the required supporting documents within the timeline specified in our initial email.

Dear Merchant, This is a gentle reminder. Please share the required supporting documents within the stipulated timeline.

I already talking with Users and we don't know about this problem.

Customer got solutions. The service was delivered successfully.

Hi Shahidul Islam, As we have not received any proper proof of service delivery, we were not able to share the same. We have represented the chargeback for now. Please get the mail confirmation or any solid proof of service delivery for us to represent the same if we receive this as Pre-Arbitration.

This is the Strong Evidence or proof That Transaction is Successful ✅ (3 attachments sent, scanned by Gmail)

API response confirms: "status": "Success", TID: 327961809, Order ID: 1779782839524790, Mobile: 8954337953, Amount: ₹299.00, Operator ID: RJ1334330002R.

Hi Shahidul Islam, As the above shared proof of service delivery was not received before the mentioned timeline, we were not able to represent the chargeback.

Still debit freeze why? In my app I got many problems so please help me.

Any update on this?

Hi, Your ticket – chargeback received as on 18th May, 2026 – has been closed. We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reply to this email.

Hi Shahidul Islam,

Apologies for the delay in responding.

We require a few clarifications regarding your Business, and we have sent you an email from risk_team@bankopen.co to your registered mail ID dev.shahidul.official@gmail.com with the subject line: "Regarding your Open Account_DIGITAL HUB STUDIOS". Kindly review and respond to the email with the requested information and supporting documents so that we may complete our assessment and take the necessary action. Upon satisfactory review of the details provided, we will evaluate the possibility of re-enabling your account services.

Regards,
Team Open
1010779:1902234

Dear Zwitch Support Team, I am facing an issue with my payment gateway account. Whenever funds are available in my account, the debit/freeze status remains active and I am unable to use the funds properly.

I have already contacted support multiple times regarding this matter, but the issue is still unresolved. This problem is affecting my operations and I would appreciate your immediate assistance.

Kindly review my account and let me know: Why the debit freeze is still active · Whether any verification or compliance requirements are pending · Steps required to remove the freeze.

Hi Shahidul Islam, The account status is currently under debit freeze due to a chargeback issue. However, our relevant team has already communicated regarding this matter. [Redirects to Ticket 1010779]

Now what I do?

Hi Shahidul Islam, Thanks for your time. As mentioned, our team shall check and respond to that email itself, 1010779. Regards, Aruna — Team Open.

Still freeze why? I need solution now not later.

We request you to please refer to the ticket 1010779 so our team can update the status. Regards, Aruna — Team Open.

I am still waiting for your response.

Our team shall check and update in the same email. Please hold with us. Regards, Aruna — Team Open.

Hi Shahidul Islam, Thanks for your time. Please note that we cannot share any such details. Our team shall revert in the same email. Regards, Aruna — Team Open.

Dear KYC Team, My name is Shahidul Islam. I am facing a debit freeze issue on my account. Even though funds are available in my account, I am unable to use the balance due to the debit freeze status.

Kindly review: Why the debit freeze has been applied · Whether any KYC or verification documents are pending · What steps are required to remove the debit freeze.

Ticket Reference: #1014627

Registered Mobile Number: 8822194310 / 9365332833

Follow-up to KYC team. No response received. Still debit freeze. Please help resolve this issue. Ticket Reference: #1014627.

Dear Team, We have been continuously emailing your team since 18 May regarding issues and queries related to the Zwitch Payment Gateway. However, despite multiple follow-ups, we have not received any proper response, resolution, or update from your side.

This prolonged lack of communication is causing significant inconvenience and affecting our business operations.

We request that you provide a valid response at the earliest. If we do not receive a satisfactory response within this week, we will be compelled to initiate appropriate legal action, including filing an FIR and submitting formal complaints before the relevant authorities against Zwitch Payment Gateway and its parent company, Open Financial Technologies (Open Money), for failure to respond and resolve the matter despite repeated communications.

Regards, Shahidul Islam | Digital Hub Studios | Mobile: 8822194310 / 9706585795

Hi,

Thank you for reaching out to us.

This is to inform you that your query has been received and is currently under review. I will get back to you at the earliest with an appropriate resolution.

We appreciate your patience and cooperation in the meantime. Please feel free to reach out if you have any additional questions or updates regarding this request.

Regards,
Aruna
1016152:1902234

Hi Shahidul Islam,

Thank you for reaching out.

To assist you better, could you please provide more details about your query? This will help us ensure we address your concern accurately.

Looking forward to your response.

Regards,
Aruna
Team Open

Mera debit freeze thik nah karoge aesa hi honge

Hi Shahidul Islam,

Thanks for your time.

Please note that we have received a chargeback against your account, and the account has been put under a debit freeze. Our team shall verify and update the status in this ticket- 1010779.

Regards,
Aruna
Team Open
1016152:1902234

but wo kabtak thik honge uska koi aata pata nahi hai aur mail ka reply nahi milta bus automated milta hai so jaldi thik karo yaa ye domain campaign mein laga du

Hi Shahidul Islam,

We understand your concern. As informed earlier, the issue is already being tracked under the referenced ticket, and our team is actively working on it.

Any updates regarding progress or resolution will be communicated through the ticket. We request your patience and ask that you refer to the same ticket for further updates.

We understand the delay is frustrating, but please be assured that the matter is being addressed with priority.

Regards,
Aruna
Team Open

Dear Team,

As part of Open's ongoing transaction monitoring and Enhanced Due Diligence (EDD) obligations as a regulated Payment Aggregator, we have reviewed the collection activity on your account, which has processed a captured volume of INR 327,707 across 1,701 transactions.

We require your clarification on the following observation(s), supported by relevant sample transactions from your account:

1. Merchant-linked transactions: Proprietor, brand, and domain emails collectively appearing as customer across 59 transactions totalling INR 1,583. Clarify and provide invoices/proof.

2. High frequency single customer (Akaram Gavli): 146 transactions totalling INR 37,370 in round numbers. Clarify repeated purchases.

3. Low-value transactions: 210 transactions of INR 10 or less (including INR 1 and 2). Clarify if used for verification.

4. Transaction volume surge (26-Feb to 08-Mar): Surge of 649 transactions. Clarify onboarding/marketing campaigns.

In addition, kindly provide a description of the goods/services (MCC 4814), GSTR-3B, GST returns, business PAN, and settlement bank statements within 3 business days.

Regards,
Team Open

Dear Risk Team,

Thank you for your email. As the operator of the prepaid mobile recharge platform TrustVolt (trustvolt.in), registered under our business brand Digital Hub Studios, we provide clarifications and supporting details below:

1. Merchant-Linked Emails: These 59 transactions were internal test payments initiated by proprietor (Shahidul Islam) and spouse (Esima Khatun) to verify our live payment gateway integration, order logs, and settlement webhook callbacks after major backend/API configurations.

2. Single Customer "Akaram Gavli": Akaram Gavli is a highly active genuine customer who manages mobile recharges for family members and neighbors. Standard denominations (₹10, ₹100, ₹200, ₹500) match standard telecom talktime/data packs catalogued directly by operators (Jio, Airtel, Vi).

3. Low-Value Collections: Fractional payments (₹1, ₹2, ₹5) are webhook checks and wallet-top-up discrepancies (e.g. adding the exact difference to checkout a plan). ₹10 is a standard talktime pack.

4. Transaction Volume Surge: Volume surge was driven by our launch paid marketing campaign on Meta Ads (Facebook/Instagram). Once campaigns paused, volume normalized to organic baselines.

Consistency & Attachments: TrustVolt operations align perfectly with MCC 4814. Attached files: PAN card, bank statement of settlement account, GSTR-3B acknowledgment, full recharge report details (TrustVolt_Recharge_Report_2026-06-18.csv) containing operators and reference numbers (RRN), and Meta Ads Manager campaign spend screenshots.

Regards,
Shahidul Islam
Digital Hub Studios