Axis Customer Care India: Numbers, Hours, Escalation, and Practical Tips

Quick contacts and availability

Axis Bank operates a nationwide customer care network that blends 24×7 phone support with digital self-service and branch assistance. The primary phone banking numbers in India are 1860 419 5555 and 1860 500 5555. These are accessible round the clock for most core services, including account information, card hotlisting, and transaction support. Note that 1860 numbers are not toll‑free; they are charged by your telecom provider at standard rates within India.

For written queries, service requests, and guided troubleshooting, the bank’s official support portal is the most reliable starting point: https://www.axisbank.com/support. From there you can raise requests, track tickets, and access the Grievance Redressal workflow. If you are overseas, consult the support portal for the latest country-specific numbers and digital options; avoid using numbers found on third-party websites.

• Phone Banking (India): 1860 419 5555 | 1860 500 5555 (24×7; call charges apply)
• Support Portal (service requests, complaints, tracking): https://www.axisbank.com/support
• RBI Complaint Management System (after 30 days or if dissatisfied): https://cms.rbi.org.in | Helpline 14448
• Corporate Office (for formal correspondence): Axis House, C-2, Wadia International Centre, Pandurang Budhkar Marg, Worli, Mumbai 400025, Maharashtra
• Registered Office: “Trishul”, 3rd Floor, Opp. Samartheshwar Temple, Near Law Garden, Ellisbridge, Ahmedabad 380006, Gujarat

Branch service hours vary by location, but most branches operate roughly 10:00–16:00 (Mon–Fri) and limited hours on Saturdays. As per industry practice in India, the 2nd and 4th Saturdays of each month are bank holidays (along with Sundays and applicable public holidays). For time-sensitive requests, use phone banking or the mobile/internet banking channels for faster turnaround outside branch hours.

Phone banking and IVR: what to expect

When you call 1860 419 5555 or 1860 500 5555, you will be routed through an IVR that can handle common tasks such as balance inquiry, recent transactions, card hotlisting, and cheque-book requests. Keep your Customer ID/CRN and registered mobile phone handy. For sensitive actions, Axis Bank may require a Telebanking PIN (TPIN) and/or an OTP sent to your registered mobile. Do not share one-time passwords or CVV numbers with anyone, including callers claiming to be from the bank.

If you do not have a TPIN, the IVR typically offers a “create/re-generate TPIN” option after verifying your identity using your debit card details and an OTP. Once set, the TPIN enables faster authentication for future calls. For card loss or suspected fraud, use the IVR “hotlist/block card” path immediately—this service is available 24×7 and does not require an agent.

Live agents can help with more complex issues such as chargebacks, disputed transactions, address updates, and product-related queries. For efficiency, note down the date, time, and the service request number provided during the call. This reference becomes critical if you need to escalate later.

Digital support channels

Axis Mobile and Internet Banking provide end-to-end support for most routine needs: updating contact details, blocking and reissuing cards, raising chargebacks, managing beneficiaries, and downloading statements. The “Service Requests” or “Support/Help” sections also let you open and track tickets without calling. Logged-in channels are considered more secure because your identity is already verified.

The bank’s website hosts a virtual assistant that can guide you to relevant forms, FAQs, and processes. Use it to locate the right path for requests like EMI moratorium status, loan statements, or linking/unlinking UPI IDs. For dispute-related matters, prefer logged-in secure messaging over social platforms to avoid sharing sensitive data.

For fees on specific services (for example, card replacement, cheque book beyond free quota, or demand drafts), consult the Schedule of Charges through the main site: https://www.axisbank.com (navigate to “Service charges & fees”). Charges change periodically; always rely on the current published schedule.

In-branch support and documentation

Branches are best for KYC updates, complex account changes, locker services, and in-person verification. Carry government-issued identity and address proof (for example, Aadhaar, PAN, Passport, Voter ID, Driving Licence) as applicable to your request. Originals are typically required for verification, along with self-attested photocopies. For name changes, bring supporting documents such as a Gazette notification or marriage certificate.

For joint accounts or accounts with operating instructions (anyone/survivor, both/any two to sign), ensure all required signatories are present or have provided notarized/attested authorizations per the bank’s policy. For large-value drafts, premature FD closure, or high-value cash transactions, additional checks and forms may apply—plan for extra time during the visit.

If you need a physical service request reference, ask the branch for an acknowledgement with the ticket or inward number and the date. This helps track the timeline and simplifies escalation if the turnaround time is exceeded.

Escalation, TATs, and the RBI Ombudsman

Axis Bank follows a tiered grievance process. Start at Level 1 by raising a request via phone banking (1860 numbers), the support portal (https://www.axisbank.com/support), or at a branch. If you do not receive a satisfactory response, escalate to the Grievance Redressal team (Level 2) through the portal’s “Grievance” section; quote your original ticket number and attach supporting documents.

If your issue remains unresolved or you are dissatisfied after the bank’s final response—or if 30 days have elapsed since you first complained—you can approach the Reserve Bank of India under the Integrated Ombudsman Scheme via https://cms.rbi.org.in or by calling 14448. Keep copies of all correspondence, call logs, and acknowledgements. For failed ATM cash withdrawal disputes, RBI mandates reversal within 7 working days; for delays beyond this, banks are liable to pay compensation (currently Rs 100 per day) until the reversal is effected.

When escalating, provide a concise chronology: what happened, dates/times, amounts, masked account/card numbers, reference IDs, and the specific resolution you seek (refund, fee reversal, chargeback, correction of KYC, etc.). Clear documentation speeds up adjudication.

What to prepare before contacting customer care

Have your Customer ID/CRN, masked account or card number (last 4 digits), and registered mobile phone ready. Note key transaction details in advance: date, time, merchant or ATM ID, amount, and authorization reference if available (e.g., UPI reference number, POS approval code). For loan or credit card queries, keep your last statement on hand.

For address, email, or mobile updates, prepare accepted proofs and ensure your SIM is active to receive OTPs. If you suspect fraud, act immediately: hotlist the card or disable channels (UPI, netbanking) as needed through the IVR or app, then file a dispute with all evidence (screenshots, SMS, merchant responses). Faster reporting improves recovery chances and liability protection.

After every interaction, record the service request number and the promised turnaround time. If the deadline passes, follow up once, then escalate with your complete paper trail.

Security best practices when interacting with support

Banking fraud commonly exploits urgency and impersonation. Axis Bank will never ask for your full card number, CVV, OTP, netbanking password, or UPI PIN over phone, email, chat, or social media. If anyone does, disconnect and call the official 1860 numbers or use the support portal to verify. Always type the website address yourself and ensure you are on https://www.axisbank.com before entering any credentials.

• Never share OTP, CVV, UPI PIN, or full passwords with anyone—even if they claim to be bank staff or police.
• If you receive an unsolicited call, do not trust caller ID; hang up and call 1860 419 5555 or 1860 500 5555 yourself.
• Report fraud immediately. Under RBI’s customer liability framework (2017), prompt reporting (within 3 working days) can give you zero liability for unauthorized transactions not due to your negligence.
• Avoid clicking links in messages; access Axis services via the mobile app or by typing https://www.axisbank.com in your browser.
• Use only the secure, logged-in “Service Requests” or “Dispute” paths for sensitive issues; avoid sharing personal data over social media DMs.

For high-risk scenarios—lost phone with active banking apps, SIM swap suspicion, or repeated OTPs you did not request—immediately change your passwords, revoke app access, and hotlist cards. Follow up with a written complaint through the support portal to create an auditable record and preserve your protections under bank policy and RBI rules.