The rapid adoption of digital payments in India has been largely driven by the success of UPI (Unified Payments Interface). It has revolutionized how we transfer money, pay bills, and shop online. However, with increasing UPI transactions, users are also facing challenges such as failed transactions, money debited but not credited, or sending funds to the wrong account. In such scenarios, knowing how to raise a upi refund complaint or submit an NPCI complaint online becomes essential.
In this guide, we’ll walk you through the step-by-step process to file complaints related to UPI transactions and how to escalate them to the NPCI if needed.
Common Issues in UPI Transactions
Before diving into the complaint process, let’s look at the common UPI issues:
- Amount debited but not credited to the recipient
- Transactions stuck in pending state
- Money sent to the wrong UPI ID or account
- Double debits or failed reversals
- Merchant refunds not received
If you’ve encountered any of the above, you are eligible to raise a complaint and seek resolution.
Step 1: Raise a Complaint via Your UPI App
The first thing you should do is report the issue using the UPI app through which the transaction was made. Most major apps like Google Pay, PhonePe, Paytm, BHIM, and bank apps provide an in-app grievance redressal feature.
How to file a UPI refund complaint via app:
- Open your UPI app.
- Navigate to the transaction history or passbook.
- Select the failed or disputed transaction.
- Tap on “Report Issue” or “Raise Dispute.”
- Choose the nature of the problem (e.g., “Money debited but not received”).
- Submit your complaint with remarks (if any).
- You will receive a ticket ID for tracking.
Most UPI apps resolve complaints within 3–5 working days. However, some refunds, especially failed transactions, are auto-reversed within 24–72 hours.
Step 2: Contact Your Bank’s Customer Care
If the app doesn’t resolve your issue or you need further clarification, reach out to your bank’s customer support:
- Use the toll-free number listed on the bank’s official website.
- Email your concern with transaction details like UTR number, date, and amount.
- Visit the nearest branch and submit a written complaint if necessary.
Always collect the complaint reference number for future follow-ups.
Step 3: File an NPCI Complaint Online
If your bank or UPI app doesn’t provide a satisfactory resolution, you can file an npci complaint online.
Here’s how:
- Visit the official NPCI dispute redressal portal:
https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism - Scroll down to the ‘Raise a Complaint’ section.
- Fill in the required details:
- Your name, email ID, and mobile number
- Bank name and UPI app used
- Transaction ID (UTR)
- Date and amount
- Nature of complaint
- A short description
- Submit the form and note the reference number.
NPCI will escalate the issue to the concerned bank for resolution. Keep in mind that it may take 7–10 business days for a final response.
Tips to Ensure Faster Resolution
- Always record your transaction IDs and screenshots when an issue occurs.
- Avoid raising multiple complaints for the same issue — it may delay processing.
- Keep your mobile number and UPI ID updated with your bank.
- Monitor your email and SMS for updates from the bank or NPCI.
Conclusion
UPI is fast and convenient, but like any financial system, issues can occur. The key is to act quickly and follow the correct complaint channels. Whether it’s through your app or the NPCI, rest assured that your concerns will be addressed. Knowing how to handle a UPI refund complaint and escalate it via NPCI complaint online gives you more control and peace of mind when using digital payments.
