Axis Credit Card Customer Care: An Expert, In‑Depth Guide

24×7 phone lines and when to use them

Axis Bank runs round‑the‑clock phone support for credit cards. The two primary lines for customers calling from within India are 1860 419 5555 and 1860 500 5555. These are “1860” shared‑cost numbers (not toll‑free); charges depend on your telecom plan. For customers traveling or living abroad, the bank offers an international helpline at +91 22 6798 7700. All three lines operate 24×7 for card emergencies such as loss, theft, fraud, and card‑blocking, and can also handle routine servicing like statement queries, limit management, and reward redemption.

Use the phone lines when you need immediate action (for example, card hotlisting or reporting suspicious transactions), when the mobile app shows an error, or when documentation needs to be read out and confirmed. For non‑urgent requests—such as updating an email address or requesting a physical statement—digital channels via the Axis Mobile app or Internet Banking may be faster. Always call from your registered mobile number to speed up authentication, and keep your card’s last four digits ready.

Quick reference: verified phone numbers and links

The following contact points are commonly used by Axis Bank credit cardholders. Save them on your phone so you can act quickly if needed. If a number changes, the latest details are always published on the bank’s support page.

• Within India (24×7): 1860 419 5555; 1860 500 5555 (charges as per plan)
• Outside India (24×7): +91 22 6798 7700 (ISD charges apply)
• Support and service requests: https://www.axisbank.com/support
• Registered office (for formal correspondence, not walk‑in service): Axis Bank Limited, Axis House, C‑2, Wadia International Centre, Pandurang Budhkar Marg, Worli, Mumbai 400025, Maharashtra, India

When you call, expect an IVR that triages by product. Select Credit Cards to reach the specialized team and have your one‑time password (OTP) ready if the system offers call‑based authentication. If you hang up mid‑process, you can call back and choose the “last request” or “talk to an agent” option to avoid repeating earlier steps.

How to reach the right team fast

From the IVR main menu, choosing the credit card option routes you to agents trained on billing cycles, EMI conversions, rewards programs, card controls, and chargebacks. If your issue concerns a suspicious charge or lost card, say “report fraud” or “lost card” when prompted—most systems prioritize these to the emergency desk. If your need is administrative (address change, e‑mail update), mention “service request” or “profile update.”

If the queue is long, use the callback feature when offered; it usually retains your position without incurring call charges while you wait. For complex issues (for example, recurring merchant debits, international declines, or dual‑card portfolio questions), ask for a “service request number” (SR number) before ending the call. This SR number anchors your case and helps you escalate if timelines slip.

Blocking a lost or stolen Axis credit card

If your card is lost, stolen, or compromised online, block it immediately via any one of these channels: the 24×7 helplines noted above, the Axis Mobile app (Card Controls or Hotlist Card), or Internet Banking. Blocking is instantaneous once confirmed, and you should receive an SMS/e‑mail confirmation along with a reference number. For international travel, use the app or the +91 22 6798 7700 number if your Indian SIM is inactive.

Request a replacement card in the same interaction; delivery in metro locations typically takes 3–5 working days and 5–7 working days elsewhere, subject to courier coverage. Ask the agent to confirm whether your existing standing instructions and rewards will carry forward. Per Reserve Bank of India (RBI) guidelines on unauthorized electronic transactions (July 2017), your liability is zero if you report the loss/fraud within three working days of discovery; always note the date and time of reporting and keep the confirmation message.

Disputes, chargebacks, and failed transactions

For incorrect billing or merchant disputes (for example, charged twice, cancelled but not refunded, goods not received), raise a dispute within 60 days of the statement date to preserve all scheme (Visa/Mastercard/RuPay) rights. You can initiate via Phone Banking, via the support page’s dispute forms, or through Internet Banking. Provide the transaction date, amount, merchant name, and any supporting proof (cancellation e‑mails, refund promises, delivery correspondence). Ask for an acknowledgement with SR number.

Provisional credit is considered case‑by‑case and depends on transaction type; card‑not‑present frauds are generally prioritized. Investigation timelines typically range from 45 to 90 days because they involve scheme rules and merchant acquiring banks; cross‑border transactions can take longer. For failed transactions where debit is posted but service was not delivered, Axis Bank generally follows RBI timelines for reversal; if a promised reversal window lapses, call and request immediate follow‑up referencing your earlier SR.

Fees, interest, and statement corrections

If you see a late fee or interest that you believe is incorrect (for example, payment credited but posted after cut‑off), call and request a “fee reversal review.” Keep proof of payment with UTR/IMPS reference and time of transfer. Many such cases are resolved on first contact if the payment reached the bank within the grace window. If an EMI was set up inadvertently, ask for the “EMI cancellation and re‑age to retail” option; be mindful that interest posted to date may not be reversible.

For annual fee waivers tied to spend milestones, the system often evaluates automatically at the end of the card year, but agents can check your exact threshold and current achievement (for example, a spend milestone of a specified rupee amount within 365 days of card setup). If a waiver does not apply automatically despite meeting criteria, raise an SR with proof of eligible spends; resolution is typically within one to two billing cycles.

Secure digital channels: app and Internet Banking

The Axis Mobile app and Internet Banking portal allow self‑service for most card needs: blocking/unblocking, domestic/international usage toggles, e‑commerce enable/disable, per‑transaction limits, PIN set/reset, statement download, and dispute initiation. Using these reduces wait times and gives you an instant audit trail via in‑app notifications and e‑mails.

Download the app from your device’s official store and access support via https://www.axisbank.com/support for forms and guided flows. Never share OTPs, CVV, or full card numbers over e‑mail or with anyone claiming to be from the bank. Axis Bank agents will not ask you to install remote‑control apps; if such a request occurs, terminate the call and report the incident on the 24×7 helpline.

Grievance escalation and regulatory recourse

If a service request remains unresolved, escalate in stages. Stage 1 is the standard customer care team (phone or support page). Stage 2 is the bank’s grievance redressal desk/Nodal Office—use the escalation link on the support page and quote your SR number; the bank aims to reply within a defined TAT (often 7–10 working days for most issues). Keep all communication in writing where possible.

If you are not satisfied within 30 days of raising a complaint with the bank, you may approach the RBI’s Integrated Ombudsman through the Complaint Management System at https://cms.rbi.org.in. Provide your Axis SR number, copies of correspondence, and evidence. Before approaching the Ombudsman, ensure you have completed the bank’s internal escalation to avoid rejection for prematurity.

What to keep handy before you call

Preparation reduces call time and improves accuracy. Keep identity and transaction details ready, especially when disputing charges or changing sensitive settings. This also helps the agent perform verified actions without multiple callbacks.

• Last 4 digits of your Axis credit card and registered mobile number
• Date of birth and address PIN code for verification; PAN if needed for profile checks
• Recent transaction details (date, amount, merchant) for disputes or verification
• Payment references (UTR/IMPS/NEFT) and statement date for billing queries
• E‑mail ID on record to receive SR numbers, confirmations, and statements

For travel‑related issues, note your travel dates and countries so the agent can check international usage settings. If your number has changed, first update it via an Axis branch or authenticated digital channel to enable OTP‑based service on calls.