The face of digital payments in India has rapidly changed, and the Unified Payments Interface (UPI) has become the backbone of the country’s digital economy. Its use has increased at every level, from small shopkeepers to large businesses. UPI has also established a strong presence globally. According to international reports, it has become the world’s largest real-time payment system, accounting for nearly half of global real-time payment transactions.
UPI’s dominance in the retail digital payment system in India has steadily increased, and its share of total digital retail payments has become a significant one, making it the primary mode of everyday payment for ordinary people.
But as UPI’s use has increased, so too have the risks of fraud, incorrect transfers, technical failures, and cyber fraud. Therefore, it is crucial for users to understand the correct procedures to ensure they can get their money back if needed.
Growing Risks with the Growing Use of UPI
UPI’s greatest strength is its speed and simplicity. Money is transferred from one account to another in seconds. However, this speed can sometimes become a problem. If money is accidentally transferred to the wrong UPI ID, or if a transaction is made through a fraudulent call or link, there is a potential for loss.
Cybercriminals often try to trap users through phishing links, fake collect requests, or calls. Therefore, it is crucial to remain vigilant and report a complaint in a timely manner.
What to Do First in Case of a Problem with a UPI Transaction
If money is deducted but not received by the recipient, transferred to the wrong account, or fraud occurs, there is no need to panic. A record of every transaction is stored in the system, and an investigation begins upon filing a complaint.
It is important to preserve evidence such as the transaction ID, date, amount, and screenshots. This information is useful in the subsequent complaint process.
How to File a Complaint Through a UPI App
The easiest and fastest way to file a complaint is through the app you used to make the payment. Go to the transaction history in the app and select the relevant transaction. There’s usually an option to “Report an Issue,” “Help,” or “Raise a Complaint.”
Selecting the issue type and submitting the details will register the complaint, and in most cases, the investigation process begins within a few working days.
Filling a Complaint Through the Bank
If the app doesn’t resolve the issue, contacting your bank is the next step. A complaint can be filed through the bank’s helpline, branch, or internet banking.
The transaction ID, date, amount, and full details of the issue are required. The bank will investigate the matter and attempt to resolve it.
Fill a Complaint Through NPCI
If a satisfactory resolution isn’t received from either the app or the bank, the National Payments Corporation of India’s dispute resolution mechanism can be utilized.
- First, visit the official NPCI website (npci.org.in).
- Then click on “UPI” – “Dispute Redressal Mechanism.”
- Go to the complaint section and select the ‘Transaction’ option.
- Select the transaction type (P2P, P2M) and the problem (erroneous transfer, failed but debited, fraudulent, etc.)
- Enter the transaction details, UPI ID, amount, date, and email address and submit.
- You will then receive a Complaint Reference Number (CRN) through which you can track the status.
- You can also contact the NPCI helpline number 1800-120-1740 (24×7).
When to escalate a complaint to the RBI
If a complaint remains unresolved for approximately 1 month, or 30 days, you can file a complaint with the RBI’s Complaint Management System. This is the official platform for processing complaints related to banking and digital payments.
Important Ways to Avoid UPI Fraud
Always take certain precautions when making digital payments. Never trust any unknown links or calls. Never share your OTP, UPI PIN, or bank details with anyone.
Always check the name and UPI ID when receiving a collect request. It’s safer to avoid making payments over public Wi-Fi and only download apps from official app stores.
Rohit P
My name is Rohit Pal, and I have been working in the field of journalism for the past five years. During this time, I have written on a variety of topics, including business, automobiles, technology, and politics. I have worked with several major organizations and am currently working with Timesbull.
