Incorrect UPI Transaction: Even as the digital payment system is getting stronger in the country, people are also at risk of being swindled of their money digitally or paying to the wrong person unknowingly. There are a large number of cases where people have made payments to the wrong person by entering wrong UPI ID and treated it as a loss as a result of their mistake. However, in case of transfer to wrong account, remedial steps are available to reverse the transaction.
As per RBI guidelines, in case of inadvertent transaction through digital services, the aggrieved person should lodge a complaint with the payment system used earlier. For example, if the aggrieved person has wrongly transferred money through UPI platforms like Google Pay, PhonePe or Paytm, he/she can file a complaint on the NPCI portal.
Compliance in case of inadvertent digital transactions through UPI
According to the website of the National Payments Corporation of India (NPCI), you can make a complaint regarding a UPI transaction. The complaint can be made for both types of transactions – fund transfer and merchant transactions.
You can register a complaint on the npci.org.in website under the tab ‘Dispute Redressal Mechanism’. Under the tab, there is a section ‘Complaint’ where an online form is available. The form will require information such as UPI transaction ID, virtual payment address, amount transferred, date of transaction, email ID and mobile number. Apart from this, you will also need to upload the bank statement showing the deduction of the amount from your account.
While filling the form, you have to choose the option ‘Wrongly transferred to another account’ as the reason for the complaint.
As per NPCI website, in respect of all UPI-related complaints/grievances from end-user customers on-boarded by the PSP bank/TPAP (if UPI transaction takes place), first a complaint with the relevant TPAP, such as Paytm Will. TPAP is made through the app). If the grievance/complaint is not resolved, the next level for escalation would be PSP Bank, followed by the bank (where the end user customer maintains his account) and NPCI, in that order. After exercising these options, the End User Customer may approach the Banking Ombudsman and/or Ombudsman for Digital Grievances, as the case may be.
The End User Customer shall be informed by the PSP/TPAP by updating the status of the complaint of such End User Customer on the relevant App itself.
Who is the ombudsman of RBI for digital transactions?
The ombudsman for digital transactions is a senior official appointed by the Reserve Bank of India India To redress customer complaints against system participants.
When can a complaint be lodged with the RBI Ombudsman?
For redressal of the complaint, the complainant has to first approach the concerned system participant like Google Pay, PhonePe or Paytm, etc.
If the System Participant does not respond within a period of one month from the date of receipt of the complaint, or rejects the complaint, or if the complainant is not satisfied with the reply given, the complainant may file a complaint with the Ombudsman for Digital Transactions Jurisdiction within which the branch or office of the system participant against whom the complaint is made is situated.
For complaints arising out of centrally operated services, the same shall be filed with the Ombudsman for Digital Transactions in whose territorial jurisdiction the billing/declared address of the subscriber is located.
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