As digital payment systems in India become more robust, there’s also a growing risk of users inadvertently transferring money to the wrong person. Fortunately, there are steps to reverse such transactions if you’ve mistakenly sent money to the wrong UPI ID.
Filing a Complaint for Unintentional UPI Transactions
If you’ve made an unintentional UPI transaction, follow these steps to seek redressal:
File a Complaint with the Payment System: Start by lodging a complaint with the payment system used. For UPI transactions, you can file a complaint on the NPCI (National Payments Corporation of India) portal.
NPCI Dispute Redressal: Visit the NPCI website (npci.org.in) and navigate to the ‘Dispute Redressal Mechanism’ section. There, under the ‘Complaint’ tab, you’ll find an online form requiring details such as:
UPI transaction ID
Virtual payment address
Amount transferred
Date of transaction
Email ID
Mobile number
You’ll also need to upload your bank statement showing the deduction.
When filling out the form, select ‘Incorrectly transferred to another account’ as the reason for your complaint.
According to the NPCI website, a complaint shall be first raised with the relevant TPAP, like Paytm, in respect to all UPI-related grievances/ complaints of the end-user customers on-boarded by the PSP Bank / TPAP (if the UPI transaction is made through TPAP app). In case the complaint/ grievance remains unresolved, the next level for escalation will be the PSP Bank, followed by the bank (where the end-user customer maintains its account) and NPCI, in the same order. After exercising these options, the end-user customer can approach the Banking Ombudsman and / or the Ombudsman for Digital Complaints, as the case may be.
The end-user customer shall be kept communicated by the PSP/ TPAP by means of updating the status of such end-user customer’s complaint on the relevant app itself.
RBI Ombudsman for Digital Transactions:
This official, appointed by the Reserve Bank of India (RBI), handles complaints against digital payment system participants.
When to File: If your complaint remains unresolved after one month or if you are dissatisfied with the response, you can escalate the issue to the RBI Ombudsman for Digital Transactions. Complaints should be filed in the jurisdiction where the system participant’s branch or office is located, or where the customer’s address is registered for centralised operations.
By following these steps, you can seek resolution for unintended digital payment errors and potentially recover funds lost through such mistakes.
