Zomato Support Agent Privately Texts Customer After Saving Personal Number: Reddit Post

A foreign national living in India has reported a privacy breach involving a customer support agent from the food delivery platform Zomato. The user, who shared the experience on Reddit, said the agent saved their personal phone number during a chat session and later began texting them on WhatsApp.

According to the Reddit post titled 'Guy from support used my personal phone number,' the issue began when the user placed an order through Zomato that never arrived. To resolve the missing delivery, they contacted Zomato's support. During the conversation, the agent asked for the user's personal mobile number, claiming it was necessary to resolve the issue. However, shortly after the user provided it, the agent said he no longer needed the details and processed a full refund instead.

Several days later, the same support agent reached out to the user privately on WhatsApp. The user wrote, '...at some point he admitted that he had saved my phone number for personal purposes. I was not happy with this, but was not too bothered because he seemed friendly.' The user added that the agent kept trying to contact them and became offended when they did not reply for a day, eventually blocking them.

The user expressed concern about the agent's access to their personal information: 'I'm concerned with the fact he got so offended over such a non-issue and that he's access to my government name, phone number and living address, because his reaction was unhinged to me.' They also noted that reporting to support is problematic since the agent works there, and they do not want the agent to lose their job.

The Reddit post drew reactions from online users, who advised on how to handle the situation. One user, claiming to have previously worked in Zomato Customer Support, strongly recommended reporting the incident to the Zomato team via email, calling it a serious privacy breach against company policy. Another user suggested posting on Twitter and tagging Delhi Police, while a third pointed out that such actions are tracked by the company.

This incident highlights concerns about data privacy and the misuse of personal information by customer support agents. Zomato has not yet issued a public statement regarding the matter.