If you’re facing issues with Unified Payments Interface (UPI) transactions, such as money debited but not credited, accidentally transfer money to the wrong account, fraudulent activities, UPI issue (PIN, account, login, etc.), or transaction failures, follow this step-by-step guide to make your complaint to banks payment service providers, and NPCI to resolve your issue:
1. Contact UPI Payment Aggregator:
You can call on the provided customer care number to talk with the customer support team of the UPI app (payment aaggregator) you used to make the transaction. For example - Paytm, BHIM UPI, Google Pay, PhonePe, etc.
These aggregators also provides online chat support through their app by visiting the help section or previous transaction history page. In many cases, you can also contact the Payment Service Provider (PSP) to whom they have partnered for UPI services.
2. Complain to Your Bank or PSP:
If the app’s support doesn’t resolve the issue, contact your bank’s customer care. Provide them with transaction details, error messages, and any relevant information. You can contact your bank by their helpline numbers, online complaint forms, and email support or visit yourself at your branch office.
To resolve any payment disputes related to merchant payment or business transactions that you have paid but not settled, contact your merchant or business entity to confirm the payment.
3. Escalate to NPCI
If your payments through UPI is unresolved or have technical glitches, escalate the matter to the National Payments Corporation of India (NPCI). You can also register a complaint for BHIM UPI app-related issues by calling at BHIM toll-free number 18001201740.
Follow these steps to lodge your grievance with NPCI:
- Visit NPCI’s official website (npci.org.in).
- Navigation to “Get in touch” section of the menu.
- Select “UPI Complaint” to open the online UPI Dispute Redressal Mechanism form.
- Fill out required details including transaction ID and select the type of complaint.
- Submit the form.
Finally, note down the Complaint Reference Number (CRN) to track status.
For an issue regarding NFS ATM, RuPay, IMPS, and AEPS, or other products, you can also register an online complaint to NPCI or check the status.
Tips: To make your complaints about financial services, only visit the official websites or contact pages of the respective UPI app, bank, or NPCI.
4. Approach Banking Ombudsman
If your complaint isn’t resolved by bank or payment aggregator within 30 days, you can file a complaint with the Banking Ombudsman of the Reserve Bank of India (RBI). This authority provides an impartial resolution to banking-related grievances.