Customer Reviews (500)

Sonia Thakur • 2025-08-07T01:50:54.633Z

vry bad

Ashok Godara • 2025-08-07T01:43:12.683Z

A very bed review from this app I suggest who open this app do not apply any loan offer this app is not provided you money he takes time ver bed experience from this app

Sk Muslem Ali • 2025-08-06T18:23:46.855Z

grate apps

Summary of Key Insights

LazyPay: Loan App & Pay Later receives mixed reviews, with a near equal distribution of 1-star and 5-star ratings. While some users praise its fast service, ease of use, and helpfulness in managing expenses, a significant number report negative experiences related to technical issues, poor customer service, aggressive collection practices, and unexpected fees. The app's value proposition is undermined by reports of limits not increasing, inability to use the credit at desired merchants, and difficulties in closing accounts. Overall sentiment is polarized, suggesting a need for significant improvements in app stability, customer support, and transparency. The app has a total of 500 reviews. The score distribution is almost equal between 1-star and 5-star ratings.

  • Strengths: Fast service, ease of use, helpful for bill payments.
  • Weaknesses: Technical issues, poor customer service, aggressive collection practices, unexpected fees, KYC problems, limit issues, account closure problems.

Quantitative Metrics:

  • Overall Rating: Mixed (based on review content, not directly provided in app details)
  • 5-Star Reviews: 46% (230/500)
  • 4-Star Reviews: 6% (30/500)
  • 3-Star Reviews: 2% (10/500)
  • 2-Star Reviews: 2.2% (11/500)
  • 1-Star Reviews: 43.8% (219/500)

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the nature of app reviews.
  • Analysis Methods:
    • Sentiment Analysis: Categorizing reviews as positive, negative, or neutral based on language used.
    • Keyword Extraction: Identifying frequently mentioned words and phrases related to issues, features, and overall sentiment.
    • Topic Modeling: Grouping reviews based on common themes (e.g., customer service, technical issues, loan terms).
    • Frequency Analysis: Counting the occurrences of specific complaints and requests.

Key User Pain Points

  • Technical Issues: App crashes, login problems (OTP not received), KYC verification failures ("Aadhar services down"), inability to open the app, bugs in the app.
    • Impact: Prevents users from accessing the app and its features, leading to frustration and inability to make payments.
  • Poor Customer Service: Unresponsive or unhelpful support, bot-like responses, difficulty reaching customer support, unresolved issues, long delays in issue resolution.
    • Impact: Exacerbates user frustration, particularly when dealing with billing issues or account problems.
  • Aggressive Collection Practices: Excessive calls for small overdue amounts, harassment, intimidation, rude staff.
    • Impact: Creates a negative perception of the app and its company, leading to user churn and negative reviews.
  • Unexpected Fees and Charges: High late fees, "bounce" charges, unclear billing practices, double charges.
    • Impact: Erodes user trust and makes the app seem predatory.
  • Limit Issues: Low credit limits, failure to increase limits despite on-time payments, inability to use the credit at desired merchants (e.g., petrol pumps, specific apps).
    • Impact: Reduces the app's usefulness and attractiveness compared to alternatives.
  • Account Closure Problems: Difficulty closing accounts, accounts remaining active on CIBIL even after closure, unresolved e-mandates.
    • Impact: Causes long-term financial implications and necessitates legal action in some cases.
  • OTP Issues: Not receiving OTP for login and transactions.
    • Impact: Prevents users from making transactions or even logging into the app.

Frequently Requested Features

  • Increased Credit Limits: Users frequently request higher credit limits, especially after consistently making on-time payments.
  • Wider Merchant Acceptance: Users want to be able to use LazyPay at more online stores, petrol pumps, and on more apps (e.g., food delivery, transport).
  • UPI Integration: Direct money transfer through UPI merchant.
  • Cash Withdrawal Option: Users desire the ability to withdraw cash from their LazyPay credit limit.
  • Credit Card Bill Payment Option: Some users specifically requested a credit card bill payment option, which was previously available but is now missing.
  • Foreclosure Option: Easier accessibility and clarity for loan foreclosure processes.
  • Investing Features: Adding features like MF, stocks, SIP.

Strengths and Positive Aspects

  • Ease of Use: Many users find the app easy to use and navigate.
  • Fast Payments: Some users appreciate the speed and convenience of making payments through the app.
  • Helpful for Bill Payments: Users find the app useful for managing and paying utility bills.
  • Convenient Pay Later Feature: Users find the pay later feature helpful for managing expenses and budgeting.
  • Quick Loan Disbursal: Some users have reported fast and simple loan services.

Prioritized Action Recommendations

High Priority:

  1. Address Technical Issues:
    • Fix app crashes and login problems (OTP issues).
    • Improve KYC verification process to reduce failures.
    • Ensure app stability and reliability.
  2. Improve Customer Service:
    • Provide more responsive and helpful support.
    • Reduce response times and resolve issues effectively.
    • Train support staff to handle inquiries professionally and empathetically.
    • Implement a better chatbot system or provide human agent access.
  3. Revise Collection Practices:
    • Reduce the frequency and intensity of collection calls.
    • Offer more flexible payment options and grace periods.
    • Ensure collection practices are respectful and compliant with regulations.
  4. Increase Transparency and Reduce Unexpected Fees:
    • Clearly communicate all fees and charges upfront.
    • Eliminate or reduce "bounce" charges.
    • Provide clear and detailed billing statements.
  5. Resolve Account Closure Problems:
    • Streamline the account closure process.
    • Ensure accounts are properly closed on CIBIL.
    • Address e-mandate issues promptly.

Medium Priority:

  1. Increase Credit Limits:
    • Offer higher credit limits to users with good payment history.
    • Provide a clear path for increasing credit limits.
  2. Expand Merchant Acceptance:
    • Partner with more online stores and merchants.
    • Enable LazyPay usage at petrol pumps and other frequently used services.
  3. Improve App Performance and UI/UX:
    • Address slow app performance and lagging issues.
    • Improve the app's user interface and user experience based on user feedback.

Low Priority:

  1. Consider UPI Integration: Explore the feasibility of integrating UPI for direct money transfers.
  2. Evaluate Cash Withdrawal Option: Assess the demand and risks associated with offering cash withdrawals.
  3. Reintroduce Credit Card Bill Payment: Reconsider offering credit card bill payment if there is sufficient user demand.
  4. Add Investing Features: Consider adding investing features based on market research and user interest.

Opportunities for Startup Ideas

  • CIBIL Monitoring and Remediation Service: A service that helps users monitor their CIBIL score and resolve issues related to incorrectly reported accounts, potentially partnering with LazyPay to offer this as a premium service.
  • Ethical Debt Collection Platform: A platform that uses AI and behavioral science to offer more empathetic and effective debt collection practices, potentially replacing LazyPay's current collection methods.
  • Financial Literacy and Budgeting App: An app that integrates with LazyPay to help users better understand their spending habits and manage their credit responsibly.
  • KYC Verification as a Service: A streamlined KYC verification service that addresses the common issues users face, potentially offering a more reliable alternative for LazyPay.

Trends and Observations

  • Language Preference: Predominantly English and Hindi reviews, indicating a significant user base in India.
  • Polarized Sentiment: A large number of both positive and negative reviews, suggesting a highly variable user experience.
  • Recurring Themes: Customer service issues, technical glitches, and billing disputes are consistent themes across negative reviews.
  • Impact of Payment Delays: Users express frustration with aggressive collection tactics and high late fees, especially for small delays.
  • KYC Issues: A significant number of users are facing problems with KYC verification, which is preventing them from using the app.

Conclusion

LazyPay presents a mixed bag of user experiences. While some appreciate its convenience and speed, a significant portion of users are plagued by technical issues, poor customer service, and aggressive collection practices. To improve its reputation and retain users, LazyPay needs to prioritize addressing these pain points, particularly those related to app stability, customer support responsiveness, and transparent billing practices. Improving the KYC process and offering higher credit limits could also significantly enhance the app's appeal. Overall, a strategic overhaul focusing on user experience and ethical practices is crucial for LazyPay's long-term success.

Original App Link

https://play.google.com/work/apps/details?id=com.citrus.citruspay