While the country’s digital payment system is improving, people are often at risk of being duped digitally or paying the wrong person inadvertently. There have been numerous reports of people paying the wrong person after entering the wrong UPI ID and claiming a loss as a result of their error. However, there are steps available to reverse the transaction if it was transferred to the incorrect account.
In the case of unintentional transactions through digital services, at first, the afflicted personnel should file a complaint with the payment system used, according to RBI guidelines. For instance, if a person has been wrongfully transferred money through UPI platforms such as Google Pay, PhonePe, or Paytm, he or she can file a complaint at the NPCI portal.
Compliance can also be done in the incident of an unintentional digital transaction via UPI. You can file a complaint about a UPI transaction on the website of the National Payments Corporation of India (NPCI). Both types of transactions—fund transfers and merchant transactions—are eligible for a complaint. All can go to the “Dispute Redressal Mechanism” tab on the npci.org.in website and file a complaint. There is a “Compliant” section under the tab with an online form that will request information such as the UPI transaction ID, virtual payment address, amount transferred, transaction date, email address, and mobile number. Aside from that, you must also upload a bank statement showing the amount deducted from your account. When filling out the form, “Incorrectly transferred to another account” is selected as the reason for the complaint.
As per the NPCI website, all UPI-related grievances or complaints of end-user customers on-boarded by the PSP Bank or TPAP must first be lodged with the relevant TPAP, such as Paytm (if the UPI transaction is made through the TPAP app). If the complaint or grievance remains unresolved, the next level of escalation will be the PSP Bank, followed by the bank (where the end-user customer maintains its account) and NPCI, in that order. After exhausting these options, the end-user customer may contact the Banking Ombudsman and/or the Ombudsman for Digital Complaints, as applicable.
The PSP or TPAP shall keep the end-user customer informed by updating the status of such end-user customer’s complaint on the relevant app itself.
- In fact, the Reserve Bank of India appoints the Ombudsman for Digital Transactions to resolve customer complaints against system participants.
- In order to file a complaint, the complainant must first contact the system participant in question, such as Google Pay, PhonePe, or Paytm, among others.
If the system participant does not respond within one month of receiving the complaint, if the complaint is rejected, or if the complainant is dissatisfied with the response provided, the complainant may file a complaint with the Ombudsman for Digital Transactions, under whose jurisdiction the system participant complained about. Complaints about centralised services must be filed with the Ombudsman for Digital Transactions, whose territorial jurisdiction the customer’s billing or declared address falls under.
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