How To Register a UPI Complaint?

Unified Payments Interface (UPI) has revolutionized the way we handle financial transactions in India. Developed by the National Payments Corporation of India (NPCI), UPI allows for instant money transfers between bank accounts via a mobile platform. While UPI provides convenience and efficiency, users sometimes encounter issues that require resolution. If you face any problems while using UPI, knowing how to register a complaint is crucial. This guide will walk you through the process of registering a UPI complaint, ensuring your issues are addressed promptly and effectively.

Understanding UPI and Common Issues

Before delving into the complaint registration process, it’s essential to understand what UPI is and the common issues users might face.

What is UPI?

UPI is an instant real-time payment system that facilitates inter-bank transactions. It integrates multiple bank accounts into a single mobile application, merging several banking features and enabling seamless fund routing and merchant payments. Some of the popular UPI apps include BHIM, Google Pay, PhonePe, and Paytm.

Common UPI Issues

1. Failed Transactions: Sometimes, transactions fail due to network issues, bank server downtime, or other technical glitches.
2. Amount Deducted but Not Credited: The amount gets debited from your account but is not credited to the beneficiary’s account.
3. Wrong Beneficiary: Money was transferred to an incorrect recipient due to user error.
4. Unauthorized Transactions: Transactions made without your consent, indicate potential fraud.
5. Technical Glitches: Issues with the app, such as login failures, OTP not received, or app crashes.

Steps to Register a UPI Complaint

Now that we’ve covered the basics, let’s look at the step-by-step process to register a UPI complaint.

Step 1: Identify the Issue

The first step is to identify and understand the nature of your problem. Is it a failed transaction, an unauthorized deduction, or a technical issue? Document the details, including transaction ID, date, time, and any error messages received.

Step 2: Check Transaction Status

Before filing a complaint, check the transaction status in your UPI app. Often, pending transactions get resolved within a few hours. Most UPI apps provide a section where you can view the transaction history and status.

Step 3: Contact Customer Support of the UPI App

Each UPI app has its customer support system. Here’s how you can reach them:

• BHIM App: Go to ‘My Profile’ > ‘Raise a Complaint’ > Select the transaction > Describe the issue.
• Google Pay: Open the app > Tap on the profile picture > Help & Feedback > Select the transaction > Report issue.
• PhonePe: Open the app > Tap on ‘Help’ > Select the transaction > Raise a complaint.
• Paytm: Open the app > Go to ‘24×7 Help’ > Select the transaction > Report the issue.

Step 4: Contact Your Bank

If the issue is not resolved through the app’s customer support, the next step is to contact your bank. Most banks have dedicated UPI support. Provide them with the transaction details and any reference numbers given by the UPI app.

Step 5: Use the NPCI Portal

If your issue remains unresolved, you can escalate it to the NPCI. Here’s how:

1. Visit the NPCI website.
2. Navigate to the ‘UPI Complaint’ section.
3. Fill in the required details, including your name, contact information, bank details, and transaction details.
4. Submit the complaint form.

Detailed Instructions for Popular UPI Apps

Let’s dive deeper into the complaint registration process for some of the most popular UPI apps.

Registering a Complaint on the BHIM App

1. Open the BHIM App: Launch the app on your mobile device.
2. Navigate to My Profile: Tap on the ‘My Profile’ section at the bottom of the screen.
3. Raise a Complaint: Select ‘Raise a Complaint’ from the options available.
4. Select the Transaction: Choose the problematic transaction from your transaction history.
5. Describe the Issue: Provide a detailed description of the issue and any relevant information.
6. Submit: Once all details are filled in, submit the complaint.

Registering a Complaint on Google Pay

1. Open Google Pay: Launch the Google Pay app on your phone.
2. Go to Profile: Tap on your profile picture at the top right corner.
3. Help & Feedback: Select ‘Help & Feedback’ from the dropdown menu.
4. Select Transaction: Choose the transaction you want to report.
5. Report Issue: Tap on ‘Report Issue’ and provide all necessary details.
6. Submit: Submit your complaint and wait for a response.

Registering a Complaint on PhonePe

1. Open PhonePe: Open the PhonePe app on your mobile device.
2. Go to Help: Tap on the ‘Help’ icon.
3. Select Transaction: Choose the transaction you want to raise a complaint about.
4. Raise Complaint: Click on ‘Raise a Complaint’ and describe your issue.
5. Submit: Submit the complaint for review.

Registering a Complaint on Paytm

1. Open Paytm: Launch the Paytm app.
2. Navigate to 24×7 Help: Tap on the ‘24×7 Help’ section.
3. Select Transaction: Choose the transaction causing the issue.
4. Report Issue: Describe your problem and provide relevant details.
5. Submit: Submit your complaint for resolution.

Follow-Up and Resolution

Once you’ve registered your UPI complaint, follow-up is crucial to ensure timely resolution. Here’s a detailed guide on how to effectively follow up on your UPI complaint and what steps to take for resolution.

1. Track Your Complaint Status

After registering your complaint with your bank or UPI service provider, you should receive a reference or complaint number. Use this to track the status of your complaint:

Bank’s Customer Service:

• Most banks have a dedicated section on their website or mobile app for tracking complaint status.
• Log in to your account, navigate to the ‘Customer Service’ or ‘Support’ section, and enter your complaint reference number.

UPI App:

• Apps like Google Pay, PhonePe, and Paytm often provide real-time updates on your complaint status.
• Check the ‘Help’ or ‘Support’ section of the app for updates.

NPCI:

• If you have escalated your complaint to NPCI, you can track the status on their website using your complaint reference number.
• Visit the NPCI’s grievance redressal page and enter the required details.

2. Follow up with Customer Support

If you do not receive timely updates, proactively follow up with customer support. Here are some tips:

Phone Calls:

• Call the customer care number provided by your bank or UPI service provider.
• Have your complaint reference number and transaction details ready.
• Ask for an estimated time frame for resolution.

Emails:

• Send follow-up emails to the customer support team.
• Include your complaint reference number, transaction details, and previous correspondence.
• Request an update on the status of your complaint.

Social Media:

• Many banks and UPI service providers are active on social media platforms like Twitter and Facebook.
• You can tweet or message them with your complaint details for a quicker response.

3. Understand Resolution Timeframes

Banks and UPI service providers usually have set timeframes within which they aim to resolve complaints. Here’s what you can generally expect:

Bank’s Internal Resolution Time:

• Most banks aim to resolve complaints within 7-10 working days.
• Complex issues might take longer, but you should receive regular updates.

NPCI Resolution Time:

• NPCI typically takes up to 30 working days to resolve escalated complaints.
• They may contact you for additional information during this period.

4. Further Escalation if Unresolved

If your complaint remains unresolved within the stipulated time, you may need to take further steps:

Re-escalate to Bank’s Nodal Officer:

• Each bank has a Nodal Officer responsible for handling unresolved complaints.
• Contact the Nodal Officer with your complaint details and reference number.

Approach the Banking Ombudsman:

• If you have exhausted all options with your bank and NPCI, you can approach the Banking Ombudsman.
• Submit a detailed complaint along with all correspondence and documentation.
• The Ombudsman will review your case and work towards a resolution.

5. Documentation and Record-Keeping

Keep detailed records of all interactions and correspondence related to your complaint. This includes:

• Emails and messages exchanged with customer support
• Call logs and reference numbers
• Screenshots of the transaction and complaint status
• Any written acknowledgements received from the bank or UPI service provider

Maintaining comprehensive records will help you present a strong case if you need to escalate the issue further.

6. Understanding Possible Resolutions

Depending on the nature of your complaint, resolutions can vary. Here are some common outcomes:

Refund:

• If your money was debited but not credited to the beneficiary, the bank or UPI provider will process a refund to your account.

Correction of Transaction:

• In cases where the money was sent to the wrong beneficiary, the bank might reverse the transaction, depending on the circumstances and the recipient’s consent.

Account Blocking and Security:

• For unauthorized transactions, your bank might block your account temporarily and take additional security measures.

Technical Issue Fixes:

• If your complaint was related to a technical glitch, the UPI provider will work on fixing the issue and may provide compensation if applicable.

7. Feedback and Improvement

Once your complaint is resolved, providing feedback can help improve the services:

• Rate your experience with the bank’s or UPI provider’s customer service.
• Provide constructive feedback on areas that need improvement.
• Share your positive experiences if the issue was resolved satisfactorily.

Tips to Avoid UPI Issues

While knowing how to register a UPI complaint is essential, it’s equally important to take preventive measures to avoid issues in the first place. Here are some tips:

1. Double-check Beneficiary Details: Always verify the recipient’s UPI ID or account details before making a transfer.
2. Stable Internet Connection: Ensure you have a reliable Internet connection to avoid transaction failures.
3. Keep Apps Updated: Regularly update your UPI app to the latest version to benefit from security patches and new features.
4. Monitor Transactions: Regularly check your bank statements and transaction history for any discrepancies.
5. Secure Your UPI Account: Use strong passwords, enable biometric authentication, and never share your UPI PIN with anyone.

Conclusion

UPI has made financial transactions more convenient, but it’s crucial to know how to handle issues if they arise. By following the steps outlined in this guide, you can effectively register a UPI complaint and ensure a swift resolution. Always remember to keep your transaction details handy, contact your bank first, escalate to NPCI if necessary, and approach the Banking Ombudsman as a last resort.

By being proactive and informed, you can make the most of UPI while minimizing associated risks.