Step-by-Step Guide to Raise a UPI Complaint with NPCI (National Payments Corporation of India)
While UPI transactions are generally smooth and reliable, sometimes issues arise – money gets debited but not credited, transactions fail unexpectedly, or you encounter fraudulent activity. After trying to resolve the issue with your UPI app (like Paytm, PhonePe, GPay) and your bank, the next crucial step for an unresolved UPI complaint is to escalate it to the National Payments Corporation of India (NPCI). NPCI is the umbrella organization for retail payments and settlement systems in India, including UPI. Here's a detailed, step-by-step guide to help you file a complaint directly with NPCI.
Before you begin: You should ideally exhaust the complaint mechanisms of your UPI app and your bank first. NPCI usually acts as an escalation point if those channels fail to resolve your issue within a reasonable timeframe (e.g., 3-5 business days from your initial complaint).
When to Raise a Complaint with NPCI?
You should consider raising a complaint with NPCI if your UPI issue falls into one of these categories and remains unresolved after contacting your payment app and bank:
- Amount Debited but Not Credited to Beneficiary: The most common issue where your money left your account but the recipient didn't receive it.
- Transaction Failed but Amount Debited: Similar to the above, but the transaction explicitly failed on your end.
- Incorrectly Transferred to Another Account: If you accidentally sent money to the wrong UPI ID/account.
- Transaction Timed Out but Amount Debited: The transaction got stuck, but your account was still debited.
- Fraudulent Transaction: If an unauthorized UPI transaction occurred from your account.
- Transaction Pending/Declined: When the status remains stuck or is wrongly declined with a debit.
Information You'll Need Before Filing Your Complaint
Gather the following details to ensure a smooth complaint process:
- UPI Transaction ID (UTR): This is a 12-digit unique reference number for your transaction. It's essential.
- Date and Time of Transaction: The exact date and time the transaction occurred.
- Transaction Amount: The exact amount that was debited.
- Nature of Transaction: Whether it was Person-to-Person (P2P) or Person-to-Merchant (P2M).
- Your UPI ID (VPA): Your Virtual Payment Address (e.g., yourname@bankname).
- Your Bank Name: The name of the bank associated with your UPI account.
- Recipient's UPI ID/Account Details: If applicable, the UPI ID or bank details of the person/merchant you were trying to pay.
- Recipient's Bank Name: The name of the recipient's bank.
- Issue Type: A clear description of what went wrong (e.g., "Amount debited but not credited").
- Supporting Documents: Screenshots of the failed/pending transaction from your UPI app, bank debit SMS, or bank statement showing the debit.
- Your Contact Details: Your registered mobile number and email ID.
- Bank Complaint Date (Optional): If you've already filed a complaint with your bank, note the date.
Step-by-Step Process to File a UPI Complaint with NPCI
Step 1: Visit the NPCI Dispute Redressal Portal
Open your web browser and go to the official NPCI website. Navigate to the UPI Dispute Redressal Mechanism section.
Direct Link: https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism
Step 2: Navigate to the Complaint Section
On the "Dispute Redressal Mechanism" page, scroll down. Under the 'Complaint' section, you will see different options. Click on 'Transaction' as your complaint is related to a UPI transaction.
Step 3: Select Nature of Transaction and Issue Type
You will be presented with a form. Carefully fill in the details:
- Nature of transaction: Select either 'Person to Person' (P2P) or 'Person to Merchant' (P2M), depending on your transaction.
- Issue Type: From the dropdown list, select the option that best describes your problem (e.g., "Amount debited but not credited to beneficiaries account," "Transaction failed but amount debited," "Fraudulent transaction," etc.).
Step 4: Enter Transaction and Personal Details
This is where you'll input all the information you gathered earlier:
- Comments: Provide a brief but clear explanation of your issue (e.g., "UPI transaction failed, amount debited from my account but not received by merchant. UTR: [Your UTR number]. Auto-reversal not done within 3 days."). Keep it concise, typically under 500 characters.
- Transaction ID: Enter the 12-digit UTR number.
- Bank Name: Select your bank from the dropdown list.
- VPA (Virtual Payment Address): Enter your UPI ID (e.g., mobile_number@upi).
- Amount: Enter the exact transaction amount.
- Date of Transaction: Select the date of the transaction.
- Email ID & Registered Mobile Number: Provide your active email ID and mobile number so NPCI can contact you.
Step 5: Attach Supporting Documents (If Applicable)
The form usually provides an option to upload supporting documents. It's highly recommended to attach:
- A screenshot of the failed/pending transaction from your UPI app.
- A screenshot of your bank statement showing the debit.
Ensure documents are in accepted formats (e.g., .jpg, .png, .pdf).
Step 6: Submit the Complaint and Note the Reference Number
Review all the information you've entered for accuracy. Once confirmed, click on the 'Submit' button.
Upon successful submission, you will receive a Complaint Reference Number (CRN). Make sure to note this down carefully, as it's crucial for tracking the status of your complaint.
Checking Your UPI Complaint Status with NPCI
Once you've filed your complaint, you can track its progress:
- Go to the NPCI website: npci.org.in.
- Navigate to the 'User Complaint Status' page (often linked from the Dispute Redressal section or found by searching the site).
- You will need to select the 'Product Type' (UPI), your 'Bank Name', and enter your Complaint Reference Number (CRN).
- Enter the Captcha code and click 'Get Status'.
The status will be displayed, indicating whether it's under review, being processed by your bank, or resolved.
What Happens After You File an NPCI Complaint?
NPCI acts as an oversight body. Your complaint will be forwarded to the relevant banks (your bank and the recipient's bank) for investigation. NPCI monitors the resolution process. They may review transaction logs and interbank communications to ensure a fair and timely resolution. While there isn't a fixed timeline, NPCI aims for resolution as quickly as possible. If the issue remains unresolved, or you are not satisfied with the resolution after a reasonable period (e.g., 30 days from your initial complaint to your bank), you can further escalate to the Banking Ombudsman appointed by the RBI.
