Verified: 12 July 2026 05:30 am IST
Industry: Fintech & Neo-Banking (TPAP / Digital Lending)
Jurisdiction: India
Primary Regulator: Reserve Bank of India (RBI) / National Payments Corporation of India (NPCI)
Important Safety Warning: Beware of the “Fake Support & Screen Share Scam.” Scammers frequently buy ads on Google displaying fake Fi Money customer service helplines. This is a scam. Fi staff will never ask you to pay a “processing fee” to unlock a frozen account, share your UPI PIN, request an OTP, or ask you to download third-party screen-sharing apps (like AnyDesk/RustDesk) to troubleshoot a failed payment.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (failed UPI transfers, account blocks, card disputes, or loan queries) directly by using the in-app chat support on the Fi App or by emailing help@fi.care (or help@fi.money). For specific Federal Bank co-branded credit card issues, you can also call Federal Bank’s dedicated 24x7 Fi card helpline at 1800-296-1199. You must insist on receiving a unique “Ticket Number” - without this number, your complaint does not legally exist in the regulatory system.
Availability: The automated app portals operate 24x7.
Timeline: Fi Money aims to acknowledge complaints immediately and resolve Level 1 issues within a few business days, though the absolute regulatory maximum before external escalation is 30 days.
Level 2: Internal Escalation (Grievance Officer - EpiFi)
Who to contact: If Level 1 support fails, your repayment is not updated, or your account is unjustly blocked, you must escalate to EpiFi’s Grievance Officer. You must email your formal grievance, clearly stating your original Level 1 Ticket Number, to grievanceofficer@fi.care. Written legal notices regarding the app interface itself must be sent via physical post to their corporate headquarters (EpiFi Technologies Private Limited, Survey No. 77, Plot no.9, 06th Floor, Doddenakkundi I Phase Industrial Area, K.R. Puram Hobli Bangalore, 560048).
Timeline: The Grievance Officer must review the escalation and provide a reasoned resolution within the overall 30-day corporate resolution window.
Level 3: Final Banking Escalation (Principal Nodal Officer - Federal Bank)
Who to contact: Because Fi Money is not a bank, if your complaint involves missing funds, frozen savings accounts, or credit card billing errors, and EpiFi fails to resolve it, you must escalate to the actual license holder: Federal Bank. You must email Federal Bank’s Principal Nodal Officer at support@federalbank.co.in or the credit card escalation desk at creditcardescalation@federalbank.co.in.
Timeline: The total time from your initial Level 1 complaint to the final Bank Nodal Officer resolution must not exceed 30 days.
Level 4: Administrative Mediation (RBI Ombudsman & NPCI)
Authority: If the partner bank’s Nodal Officer rejects your claim, or 30 days have passed since your initial Level 1 complaint without a resolution, you have exhausted internal remedies. Your next step depends on the transaction type. For UPI-specific transaction failures, you should raise a dispute via the NPCI portal. For banking, frozen funds, or lending issues, you must approach the Reserve Bank of India (RBI) Integrated Ombudsman Scheme.
Portal/Contact: Register UPI disputes at https://www.npci.org.in/upi-complaint. File general banking/lending complaints with the RBI online at cms.rbi.org.in or by calling the toll-free number 14448. For critical security issues like cyber fraud or scams, you must immediately report it via the National Cyber Crime Reporting Portal at cybercrime.gov.in or call 1930.
Level 5: Legal Action (Final Step)
Pre-Litigation: If administrative mediation fails, or the entity refuses to comply with a demand for compensation regarding severe financial loss or destroyed CIBIL scores due to their error, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission against EpiFi Technologies Private Limited (and Federal Bank/Partner NBFC). You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in). You can also use the National Consumer Helpline (NCH) at 1915 for pre-litigation counseling.
Timeline: You must file the consumer case within two years from the date the cause of action occurred.
Community Action: Is Fi Money refusing to correct a false default report on your CIBIL score after 30 days, or are you looking for the correct template to formally escalate a frozen savings account to Federal Bank’s Nodal Officer? Reply below (do not share your passwords, bank details, or your exact phone numbers), and our community will point you to the right resources!