How To Raise A UPI Transaction Complaint And Get It Resolved?

It often happens that users have their account debited and the amount is not credited to the account of the beneficiary. Some apps says that they are working with the concerned bank and the matter would be resolved. However, in the meantime users may get anxious. Here are a few steps that you can follow.

Every end-user customer can raise a complaint with respect to a UPI transaction, on the PSP app / TPAP app.

• End-user customer can select the relevant UPI transaction and raise a complaint in relation thereto
• A complaint shall be first raised with the relevant Third Party Application Providers (TPAP) in respect to all UPI related grievances / complaints of the end-user customers on-boarded by the PSP Bank / TPAP (if the UPI transaction is made through TPAP app). In case the complaint / grievance remains unresolved, the next level for escalation will be the PSP Bank, followed by the bank (where the end-user customer maintains its account) and NPCI, in the same order. After exercising these options, the end-user customer can approach the Banking Ombudsman and / or the Ombudsman for Digital Complaints, as the case may be.
• The complaint can be raised for both the types of transactions i.e. fund transfer and merchant transactions
• The end-user customer shall be kept communicated by the PSP / TPAP by means of updating the status of such end-user customer's complaint on the relevant app itself

Our own experience

We have noticed that if the intended recipient does not receive the money, due to things like a busy server, the amounts is credited back to the user. It rarely happens that it doe snot get credited. In fact, in case it does not, one can be assured that the amount has been received by the intended recipient. In case, one can follow the steps listed above, to raise a complaint.