We deeply and sincerely apologize for getting caught and not being able to cover it up.

This is pretty normal in India unfortunately. Crony capitalism is the dominant business engine in the country, so pretty much any significant business, esp in regulated sectors like govt mandated services(which is the bulk of eMudhra's operations) is impossible to set up without significant bribes being paid.

As a consequence, these businesses are very well protected from normal market forces and are pretty much above the law. Had this incident not been an international one, they had a very good chance of getting away with it, and the people reporting this would have landed in jail.

It does, but I wonder how much of that phrasing is cultural.

When working with different businesses across the globe, I’ve noticed Indian correspondence to incidents tends to be more a show of strength even if it’s transparently obvious that there’s no merit to the content.

Whereas western European correspondence is often more apologetic and empathetic. Even if it might sound insincere to those affected.

But it’s all just words at the end of the day. It never means much unless the business is willing to back real change to mitigate similar issues in the future and resolve undisclosed existing problems. However there’s no way for us to know if this is happening or not.

The truth would have come out eventually- after a bunch of security cluster fuck incidents.