1. ATM Transaction Disputes
|
Level
|
Contact Point
|
Department
|
Contact
|
Response / Escalation Time
|
|---|---|---|---|---|
|
Level 1
|
WLA Recon Support
|
Recon Team
|
WLARecon@hitachi-payments.com | 022-69109292
|
Escalate if unresolved after 4 to 8 hours
|
|
Level 2
|
Mr. Abdul Shaikh
|
AVP - ATM-BNA Recon Operations
|
abdul.shaikh@hitachi-payments.com
|
Escalate if unresolved after 12 hours
|
|
Level 3
|
Mrs. Fazila Phoolwala
|
VP - ATM-BNA Recon Operations
|
fazila.phoolwala@hitachi-payments.com
|
Escalate if unresolved after 24 hours
|
|
Level 4
|
Mr. Cyril Mohapatra
|
Director - WLA Business
|
Cyril.Mohapatra@hitachi-payments.com
|
Escalate if unresolved after 48 hours
|
|
Level 5
|
Mr. Santhosh Nair
|
Director – Operations - Cash Business
|
Santhosh.nair@hitachi-payments.com
|
Escalate if unresolved after 72 hours
|
2. ATM Downtime / Technical Issues
|
Level
|
Contact Point
|
Department
|
Contact
|
Response / Escalation Time
|
|---|---|---|---|---|
|
Level 1
|
WLA Helpdesk
|
Technical Support
|
wlasupport@hitachi-payments.com | 95132 52112
|
Escalate if unresolved after 4 to 8 hours
|
|
Level 2
|
Amit Chaturvedi
|
DVP - HPY Help Desk
|
amit.chaturvedi@hitachi-payments.com
|
Escalate if unresolved after 12 hours
|
|
Level 3
|
Sudhakar Reddy
|
SVP - Service Delivery Operations
|
Sudhakar.reddy@hitachi-payments.com
|
Escalate if unresolved after 24 hours
|
|
Level 4
|
Mr. Cyril Mohapatra
|
Director - WLA Business
|
Cyril.Mohapatra@hitachi-payments.com
|
Escalate if unresolved after 48 hours
|
|
Level 5
|
Mr. Santhosh Nair
|
Director – Operations - Cash Business
|
Santhosh.nair@hitachi-payments.com
|
Escalate if unresolved after 72 hours
|
3. ATM Funding / Settlement
|
Level
|
Contact Point
|
Department
|
Contact
|
Response / Escalation Time
|
|---|---|---|---|---|
|
Level 1
|
Funding Helpdesk
|
Finance / Operations
|
wla.clf@hitachi-payments.com
|
Escalate if unresolved after 4 to 8 hours
|
|
Level 2
|
Mr. Satish Shetty
|
Sr. Manager - WLA Business
|
Satish.Shetty@hitachi-payments.com
|
Escalate if unresolved after 12 hours
|
|
Level 3
|
Mr. Nitin Gawade
|
AVP Manager - WLA Business
|
Nitin.Gawade@hitachi-payments.com
|
Escalate if unresolved after 24 hours
|
|
Level 4
|
Mr. Cyril Mohapatra
|
Director - WLA Business
|
Cyril.Mohapatra@hitachi-payments.com
|
Escalate if unresolved after 48 hours
|
|
Level 5
|
Mr. Santhosh Nair
|
Director – Operations - Cash Business
|
Santhosh.nair@hitachi-payments.com
|
Escalate if unresolved after 72 hours
|
4. Franchisee/Master Franchisee Payouts
|
Level
|
Contact Point
|
Department
|
Contact
|
Response / Escalation Time
|
|---|---|---|---|---|
|
Level 1
|
Payout Helpdesk
|
FR / MR Payouts
|
wlapayout@hitachi-payments.com
|
Escalate if unresolved after 4 to 8 hours
|
|
Level 2
|
Mr. Krishna Modak
|
Sr. Manager - WLA Business
|
krishna.modak@hitachi-payments.com
|
Escalate if unresolved after 12 hours
|
|
Level 3
|
Mr. Nitin Gawade
|
AVP Manager - WLA Business
|
Nitin.Gawade@hitachi-payments.com
|
Escalate if unresolved after 24 hours
|
|
Level 4
|
Mr. Cyril Mohapatra
|
Director - WLA Business
|
Cyril.Mohapatra@hitachi-payments.com
|
Escalate if unresolved after 48 hours
|
|
Level 5
|
Mr. Santhosh Nair
|
Director – Operations - Cash Business
|
Santhosh.nair@hitachi-payments.com
|
Escalate if unresolved after 72 hours
|