Axis Bank Credit Card Customer Care: Practical, Expert Guide

Axis Bank is India’s third-largest private-sector bank by assets and services tens of millions of cardholders. If you use an Axis credit card, knowing exactly how to reach the right customer care channel can save you time, protect you from fraud losses, and speed up dispute resolution. This guide distills the most useful, verified ways to contact Axis, what information to keep handy, service timelines you can expect under Indian regulations, and how to escalate if something isn’t resolved.

Below you will find precise phone numbers used widely across India, official web links, key addresses, and step-by-step instructions tailored to common card scenarios such as blocking a lost card, disputing transactions, and changing limits. You’ll also see RBI-backed timelines and consumer protection rules that matter during chargebacks or fraud reporting.

When to Contact Axis Credit Card Customer Care

Reach out immediately if your card is lost, stolen, skimmed, or if you see any unauthorized transaction (including small “test” charges). Early reporting is crucial: under RBI’s July 2017 customer liability guidelines, your liability is sharply limited or zero if you report promptly, especially within three working days of noticing the issue. A quick call to block the card followed by a formal dispute (if needed) is the safest sequence.

Customer care also helps with routine needs: PIN resets, e-statement issues, limits and controls, rewards redemption clarifications, fee reversals where eligible, EMI conversions, and updating contact details. For planned requests (like a limit enhancement based on income), the in-app path is typically faster; for urgent or suspicious activity, call first and use the app/web later for documentation.

Official Contact Channels (Phones, Web, Addresses)

Axis operates multiple digital and phone touchpoints for credit card servicing. Keep your card number (or last 4 digits), date of birth, registered mobile, and recent transaction details ready for verification. Avoid sharing full card/PIN/CVV/OTP with anyone over phone or social media—Axis will never ask for these.

• Phone Banking (India): 1860-419-5555 and 1860-500-5555. These are widely used Axis customer care lines for cards and operate 24×7 via IVR. Charges are as per your telecom plan (1860 numbers are not toll-free) and may not be reachable from outside India. Use them for card hotlisting, dispute initiation, and service requests.
• Website: https://www.axisbank.com. For card help, see Support/Contact Us at https://www.axisbank.com/contact-us and the Disputes/Service Requests section under Support. For raising or tracking service requests, use Internet Banking or log in to the Axis Mobile app.
• Mobile App: Axis Mobile (Android/iOS). Navigate: Cards > Select your credit card > Manage Card/Services (block/unblock, set limits/channels, convert to EMI, raise a dispute/service request). App requests typically generate a reference number instantly.
• Address (Corporate Office): Axis House, C-2, Wadia International Centre, Pandurang Budhkar Marg, Worli, Mumbai 400025. This is useful for written correspondence, escalations, or couriering signed dispute forms if requested.
• Social Care: X (Twitter) handle @AxisBankSupport and the official Axis Bank Facebook page. Use these only for general assistance and to get routed; never share card/PIN/CVV/OTP or full account details publicly or via direct messages.

If you are traveling abroad, the safest option is to use the number printed on the back of your credit card or initiate a callback via the Axis Mobile app/Internet Banking. Overseas calling to 1860 numbers usually won’t work; using the app or the back-of-card number is more reliable.

Blocking a Lost/Stolen Card and Hotlisting

If your card is lost or compromised, block it immediately. The fastest options are: call 1860-419-5555 or 1860-500-5555 and use the IVR card hotlist option, or open Axis Mobile > Cards > Manage Card > Block Card. Hotlisting is a 24×7 service and takes effect as soon as the request is submitted.

After blocking, check the last 7–30 days of transactions. If you spot anything unrecognized, raise a formal dispute right away via the app/Internet Banking or request the agent to log it on the call. You may be asked to submit a signed dispute form and supporting documents (for example, a police acknowledgement for theft, if applicable). Keep your service request number for tracking.

Disputing a Transaction and Chargeback Timelines

To dispute a transaction: gather the date, amount, merchant name, and a brief reason (e.g., “card not present”, “canceled subscription still charged”, “goods not received”). Initiate the dispute via Axis Mobile/Internet Banking (preferred) or by calling customer care. You may be asked to upload or email evidence (merchant emails, cancellation proofs, delivery failures). For recurring charges, cancel with the merchant and share proof.

Resolution times depend on the card network and merchant geography. Domestic disputes typically conclude faster; cross-border cases can take longer. Industry-standard windows are often 30–120 days for final chargeback resolution, depending on the case type and network rules. Banks may provide provisional credit during investigation—monitor SMS/email for updates and respond promptly to any document requests to avoid closure for “no response.”

RBI-Mandated Turnaround Times and Compensation

The Reserve Bank of India (RBI) has standardized turnaround times (TAT) for failed transactions and compensation. For card transactions that fail but are debited, the prescribed TATs (as per RBI’s 2019 harmonization circular) generally require re-credit within a few working days. If the bank misses the TAT, compensation of Rs. 100 per day of delay often applies until rectification, subject to the RBI framework.

Under the RBI’s July 2017 limited liability rules, customers have zero liability in unauthorised electronic transactions if they report within three working days of becoming aware (or of receiving the transaction alert), provided the fraud wasn’t due to the customer’s negligence. Reporting after that window may lead to limited liability as defined by the circular and bank policy. Prompt reporting via the numbers or app above is the best protection.

Routine Service Requests (Limits, PIN, Rewards, EMI)

For limit management, Axis Mobile lets you set domestic/international usage, online/POS/ATM enablement, and per-channel limits instantly. Permanent limit enhancement requests may require updated income documents; approvals typically reflect within a few working days after verification. For a temporary limit increase, ask via phone banking or the app and confirm the revert date to your original limit.

PIN reset options include Axis Mobile, Internet Banking, and IVR authentication. For rewards, check your card’s catalog and conversion rates in the app; redemptions (e-vouchers, statement credit, partner conversions) often complete instantly to 72 hours depending on the partner. EMI conversions for eligible transactions can be done from the app within a limited window (often 15–30 days from the transaction date). Always review processing fees, interest rates (APR), and pre-closure charges before converting.

Escalations and Grievance Redressal

If a request isn’t progressing or you disagree with an outcome, escalate methodically and keep records of dates, reference numbers, and all communication. Axis and the RBI prescribe a clear escalation ladder and outside remedy if internal avenues fail.

• Level 1: Raise/track your complaint via Axis Mobile/Internet Banking or call 1860-419-5555 / 1860-500-5555. You should receive a service request (SR) number and an expected resolution date.
• Level 2: Nodal Officer escalation. Use the dedicated escalation path at https://www.axisbank.com/grievance-redressal to contact the Nodal Officer with your SR number and supporting documents. Mention prior interactions and dates clearly.
• Level 3: Principal Nodal Officer. If unresolved, escalate further through the same grievance page. Written letters can also be sent to Axis House, C-2, Wadia International Centre, Pandurang Budhkar Marg, Worli, Mumbai 400025, citing all prior references.
• Beyond the Bank: RBI Integrated Ombudsman Scheme (RB-IOS, 2021). If your complaint remains unresolved for 30 days from first lodging with the bank, file at https://cms.rbi.org.in with all evidence and the bank’s responses.

Escalating with concise facts (SR number, dates, sums, and what exact remedy you seek) speeds outcomes. If you receive a partial resolution, respond within the timeframe the bank specifies—silence may auto-close the case.

Practical Tips to Get Faster, Better Help

Call during lower-traffic hours (early morning or late evening) for quicker agent access. When you get through, open your latest e-statement or app transaction list so you can confirm amounts and timestamps precisely. For disputes, a one-page summary with a timeline, screenshots, and receipts shortens back-and-forth and reduces the chance of “insufficient documentation” closures.

Turn on real-time SMS and email alerts for every card transaction. In the Axis Mobile app, enable transaction notifications and consider setting conservative per-transaction limits and channel controls (especially for international and contactless usage). These settings, plus rapid reporting through 1860-419-5555 / 1860-500-5555 or the app, meaningfully reduce liability and help customer care act faster.

Summary and Key References

For most credit card needs, start with Axis Mobile or call 1860-419-5555 / 1860-500-5555 (India). Use the app to manage the card, file disputes, and track SRs; call immediately to hotlist a lost card. Keep evidence handy and respond quickly to document requests. If unresolved, escalate via https://www.axisbank.com/grievance-redressal and, after 30 days, to the RBI Ombudsman at https://cms.rbi.org.in.

Official address: Axis House, C-2, Wadia International Centre, Pandurang Budhkar Marg, Worli, Mumbai 400025. Official site: https://www.axisbank.com. Social support: @AxisBankSupport on X. Follow RBI’s 2017 consumer liability and 2019 TAT/compensation frameworks to assert your rights effectively, and always avoid sharing sensitive data like PIN/CVV/OTP with anyone.