As a grievance redressal mechanism for users facing issues and difficulties while carrying out UPI transactions, the National Payments Corporation of India (NPCI) on March 16 went live with UPI-Help on Bharat Interface for Money (BHIM) app. The launch was part of the NPCI's Digi-Help stack.
The UPI or unified payments interface largely facilitates instant fund transfer, utility bill payment among others. As per the RBI's annual report of ombudsman schemes for FY 2019-20, of the total complaints 44% were related to fund transfer done via UPI-based mobile apps including Google Pay, BHIM, Phone Pe and Amazon Pay, among others.
What is UPI-Help on BHIM app?
Several times when you execute a fund transfer transaction using your BHIM UPI app, the amount gets debited from your bank account but the app still reflects that the transaction is being processed. And if you have also faced a similar situation, now UPI-Help will enable you to access their app for knowing the status of your pending transaction, raise grievance in relation to transactions that are left unprocessed or money not credited into the beneficiary's account.
Also, in a case when the fund transfer transaction has been stucked and user does not takes any step, the UPI-Help functionality will proactively get on to auto-update the final status of the transaction over the app.
Banks that have enabled the UPI-Help feature
Initially, the UPI-Help feature has been rolled out on the BHIM app for the customers of State Bank of India (SBI), AXIS Bank, HDFC Bank and ICICI Bank. Further the umbrella body for fintech companies NPCI said that soon Paytm Payments Bank and TJSB Sahakari Bank will also be able to use the service.
How to log a transaction-related grievance?
In the BHIM UPI app, under the option saying 'raise a complaint', you can find your transaction history. Now choose the transaction against which you wish to raise the complaint. Now, two options shall flash on the screen
1. Raise concern
2. Call bank
If you confront any issue in the transaction, select 'raise concern' and provide the details of the grievance in the online complaint form and submit.
And in case you wish to connect to the customer representative of the BHIM app for raising the complaint, you need to choose ' Call Bank' and it will connect you to the customer care of BHIM on the toll-free number: 1800-120-1740. You can also contact the UPI customer care helpline number directly to lodge the complaint.
'Get in Touch' service in BHIM UPI
'Get in Touch' is a platform for customer care that helps customers in lodging their BHIM UPI related complaints. Herein any issues concerninglogin, registration, transaction, cashback, PIN, bank account, etc. can be recorded.