Verified: 10 May 2026 04:30 am IST
Industry: Banking & Financial Services
Jurisdiction: India
Primary Regulator: Reserve Bank of India (RBI)
Important Safety Warning: Beware of the “PNB Rewards Point” or “APK Update” scam. Scammers frequently buy ads on Google and Social Media displaying fake PNB customer care numbers. This is a scam. PNB staff will never ask for your PNB ONE password, Internet Banking login, ATM PIN, OTP, or request you to download screen-sharing apps like AnyDesk to “verify” your account.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (failed ATM withdrawals, unauthorized digital transactions, or branch service issues) directly via the Grievance Redressal Management System (GRMS) portal on the official PNB website. For immediate 24x7 telephonic assistance, call their primary toll-free centralized contact centers at 1800-180-2222, 1800-103-2222, or 0120-2490000. You can also email the central helpdesk directly at care@pnb.bank.in. For digital banking issues, you can lodge a ticket through the PNB ONE mobile application.
Availability: The toll-free IVR and digital portals operate 24x7. Branch banking hours are typically Monday to Friday 10:00 AM to 4:00 PM, and alternating Saturdays.
Timeline: PNB must acknowledge digital payment failure complaints immediately. They aim to resolve standard Level 1 queries within 7 working days. Complex cases involving third-party networks may take up to 30 days.
Level 2: Internal Escalation (Principal Nodal Officer)
Who to contact: If Level 1 support fails, your refund is stalled, or you receive an unsatisfactory resolution within 7 days, you must formally escalate. You must email the Principal Nodal Officer (PNO) directly at pno@pnb.bank.in. You must include your registered mobile number, Account Number, and your Level 1 Complaint Tracking Number. Written legal notices and formal grievances can be sent to their Corporate Office (Principal Nodal Officer, Punjab National Bank, Customer Care Centre, Plot No. 4, Sector-10, Dwarka, New Delhi - 110075).
Timeline: Under RBI banking regulations, the PNO must acknowledge the escalated dispute and provide a final, reasoned resolution within a maximum of 30 days from the initial date of the complaint.
Level 3: Regulatory Authority (RBI Integrated Ombudsman)
Authority: If the PNB Principal Nodal Officer rejects your claim, fails to provide a satisfactory resolution, or does not reply within 30 days, you must escalate the matter to the banking regulator.
Portal/Contact: You must submit your grievance to the Reserve Bank of India under the Reserve Bank - Integrated Ombudsman Scheme (RB-IOS). Complaints must be filed through the centralized Complaint Management System (CMS) portal at cms.rbi.org.in. Alternatively, you can email your complaint to the central processing center at crpc@rbi.org.in.
Timeline: Grievances escalated to the RBI Ombudsman are investigated with a targeted resolution window of 30 to 60 days. The Ombudsman can mandate compensation for financial loss and mental harassment.
Level 4: Legal Action (Final Step)
Pre-Litigation: Financial service deficiencies fall under the Consumer Protection Act. The RBI Ombudsman and the National Consumer Helpline (NCH - 1915) act as your final administrative mediation steps. Since PNB is a PSU, you should also utilize the CPGRAMS portal (pgportal.gov.in) to flag the issue to the Ministry of Finance.
Court/Arbitration: If you have suffered significant financial loss due to banking negligence or systemic failures (like unauthorized safe deposit locker access), you must file a formal complaint with the appropriate Consumer Disputes Redressal Commission using the newly integrated e-Jagriti portal (e-jagriti.gov.in).
Timeline: You must file the consumer case within two years from the date the cause of action (the financial service failure) occurred.
Community Action: Is PNB refusing to reverse a failed IMPS transaction, or are you looking for the correct template to formally escalate a branch-level misbehavior to the Dwarka Corporate Office? Reply below (do not share your passwords, bank details, or your exact Account Numbers), and our community will point you to the right resources!