PrimeXBT Deposit Missing After ₹34,951.99 UPI Payment via Navi

On March 19, I deposited ₹34,951.99 into my PrimeXBT account using the UPI QR code payment option on the official PrimeXBT website. The payment was made through my Navi app, and the transaction was successful on my end, with the amount debited from my account. However, the funds have still not been credited to my PrimeXBT wallet.

After the deposit did not appear, I opened a support ticket with PrimeXBT. Their representative responded by stating that the recipient bank details do not belong to them and suggested that the payment was not made to PrimeXBT. However, I completed the transaction directly on the official PrimeXBT website using their UPI QR code option, and everything in the process appeared normal.

This is part of my daily routine, and I am very familiar with the process—I did not make any mistake. I also contacted Navi regarding this transaction, and they confirmed that the payment was successfully credited to the recipient account, which should be PrimeXBT since I used their QR code.

At this point, I have effectively lost ₹34,951.99 despite following all the correct steps on the official platform. I request that PrimeXBT urgently investigate this UPI QR code transaction made on March 19 through Navi, confirm the recipient account, and either credit ₹34,951.99 to my PrimeXBT wallet or refund the full amount to my source account as soon as possible. I also request a clear written explanation of what occurred.