Airtel MD warns of surge in digital fraud, pushes Airtel Payments Bank for daily UPI use

Airtel vice chairman and MD Gopal Vittal (Courtesy: Reuters file photo)

Despite deploying AI-backed spam alerts and fraud-link blockers, Airtel says cybercriminals are still outsmarting users. It is now recommending that customers protect themselves by routing daily payments through an Airtel Payments Bank account instead of their main bank.

In a letter to subscribers, Airtel vice chairman and MD Gopal Vittal warned that digital scams have become "a part of our new normal", with fraudsters deploying increasingly inventive tactics—from fake parcel delivery alerts and reward links to threats of a "digital arrest". He said many innocent users continue to face the devastating fallout of such crimes despite the operator’s safeguards.

"Any crime or fraud on our network pains us all at Airtel. So for us, your safety is our top priority," Vittal wrote, noting that Airtel was the first telecom operator globally to roll out instant, AI-driven alerts on spam calls and messages. The company has also introduced technology that automatically blocks fraudulent links even when users click on them by mistake.

Vittal said fraud persists largely because most customers rely on a single primary bank account linked to their UPI handle or payment apps. This means every transaction—from buying groceries to booking flights—exposes their entire savings to risk. "A small mistake can therefore put your entire savings at risk," he cautioned.

To reduce that exposure, Airtel is positioning Airtel Payments Bank as a dedicated, low-risk account purely for digital payments. "Our model in the bank is simple. It is primarily for payments. That's why we want you to put a very small amount of money into this bank," Vittal said. Unlike traditional banks, Airtel Payments Bank doesn’t lend and therefore doesn’t require large balances, he added. Even small deposits earn interest, and separating daily payments from the main account ensures that "even if you make a mistake, you don’t lose your hard-earned money."

The process to open an Airtel Payments Bank account takes only a few minutes through the Airtel Thanks app. Users must download the app, complete KYC using Aadhaar, PAN and basic details, set an mPIN, and add a small amount to begin using the account. Topping up can be done through transfers from the primary bank or via cash deposits at any Airtel Payments Bank retail point.

"A few minutes is all I ask to keep your money safe. So go ahead. And stay safe," Vittal wrote, inviting customers to share suggestions on how Airtel can improve its services.