Understanding and Reporting UPI Complaints: A Comprehensive Guide

The Unified Payment Interface (UPI) has become the go-to digital payment mechanism for millions of users in India. However, just like with any other payment system, UPI is not always free from hitches. When transactions go awry, understanding the complaint process is crucial. This article will guide you through filing a complaint for UPI, whether you are using a specific app like BHIM or another platform.

How to Report a UPI Complaint

It’s important to address issues related to UPI transactions as soon as possible to minimize inconvenience. Here are the steps to file a UPI complaint:

Contact Your Bank

The first step is to contact your bank. Most UPI transactions are processed through your bank, and their customer service can provide valuable assistance. Providing them with the details of the issue will help resolve it more efficiently.

Use the BHIM App to File a Complaint

If you made the UPI transaction through the BHIM app, you can use the app to register a complaint directly:

Visit the BHIM UPI app on your mobile device. Navigate to the transaction history and select the specific transaction you wish to complain about. You will see an option to raise a concern or call the bank. Choose the concern option and mention the issue in the online complaint form provided. Alternatively, if you prefer to speak to the customer care team, choose the 'call bank' option to connect to the customer care service on the toll-free number 1800-120-1740.

Visit NPCIs Website or Call the Customer Care Number

If you cannot resolve the issue through your bank or the BHIM app, contact the National Payments Corporation of India (NPCI) directly:

Visit NPCIs official website and look for the 'Customer Care' section. Alternatively, call their customer care number 1800-120-1267 to report the complaint.

Tracking and Understanding Your Transaction

To ensure a smooth process, it’s important to keep track of your transaction details, such as the date, amount, and recipient’s UPI ID. These details will be necessary for your complaint.

Common UPI Complaints and Solutions

UPI transactions can sometimes face issues such as failed payments or discrepancies in fund transfers. Here are some common scenarios and solutions:

Failed Payment or Unsuccessful Money Transfer

If a payment is shown as successful but the recipient does not receive the funds, check that the information you provided is correct. If this issue persists, it might be due to communication delays between banks. In such cases, NPCI will handle the reconciliation and the funds will typically be credited within 2 working days.

Using the 'Get in Touch' Service in BHIM UPI

The 'Get in Touch' service in BHIM UPI is a dedicated portal for users to file complaints and seek assistance with various issues. Here’s how you can file a complaint using this service:

Navigate to the 'Get in Touch' page in the BHIM UPI app. Select the 'Complaint' segment and choose the type of complaint (e.g., transaction, cashback, login issue). Fill in the required details, including the type of issue, virtual payment address (VPA), email ID, date of transaction, mobile number, and a brief explanation of the issue. Enter the CAPTCHA code and submit the form. Customer support will respond to your complaint via email, usually within a few business days.

By following these steps, you can address any issues related to UPI transactions effectively. Whether you are using the BHIM app or another platform, understanding the complaint process is essential for a smooth user experience.