Money Transfer & UPI Services

If you have an issue with the Money Transfer & UPI Services, you could be entitled to a refund. Use our free tool to raise an issue with the service provider.

  • If you face an issue with Money transfers and Unified Payment Interface (UPI) transactions, a complaint can be resolved within 30 days by following the due procedure.
  • The National Payments Corporation of India (NPCI) governs and monitors the Indian digital payment platforms and settlement system. Transferring money from one authority to another can take place through bank transfers, online transfers, UPI transfers, money transfer apps and websites. 
  • Mobile-based apps like Google pay, PayTm, PayPal, Apple pay, PhonePay, Amazon Pay, Freecharge, Bhim app, etc. comes handy in case you want to transfer money when you have no cash in hand. Through these apps, money can be transferred through your mobile in a few seconds without visiting the bank. 

 

How to resolve complaints with your UPI service provider?

Under the supervision of the Reserve Bank of India, consumers can file complaints against prepaid instruments and other payment service providers before Digital Transactions Ombudsman. Digital Transactions Ombudsman is senior government official appointed by the Reserve Bank of India to resolve banking payments dispute and other banking services complaints. 

 

This ombudsman covers all types of banks - commercial, regional rural and co-operative. The procedure to be followed to resolve the dispute is -

 

  • Before filing a complaint, you should address the issue to the concerned digital payment service provider. If the reply has not received from the service provider within one month or the provider has denied the complaint or you are dissatisfied with the response of the provider, a complaint can be filed before the ombudsman. 
  • A complaint can be filed online or by sending emails to the ombudsman or by simply writing on a paper. You must mention the details regarding the service provider, your name and address, details of transactions with the value incurred and the relief sought. 
  • The ombudsman does not charge any kind of fee or expense for filing of consumer complaint. 
  • In the application, you can attach supporting documents as well.
  • Within one month of negotiation and mutual agreement, the ombudsman will pass an award. The copy of the award will be sent to the service provider free of cost. If you accept the award, it becomes binding and if you do not accept the award, you can reject it and appeal to the Appellate Authority (Deputy Governor of RBI) within 30 days from the receipt of the award. 
  • If the relief sought by you exceeds 20lakhs, the ombudsman would not be able to issue an award. You have to approach the Banking Ombudsman in that scenario.




How can RBI serve you?

The Reserve bank of India has initiated a UPI platform to transfer money from one wallet to another and eventually, from your wallets to bank accounts. Any person can have an e-wallet by verifying their phone number through a one-time password (OTP) and valid documents. 

 

RBI is the regulatory body which governs all the money transfers, UPI services and digital payment services. RBI has also created Digital Transactions Ombudsman to resolve consumer complaints about money transfers, UPI services and other digital money matters. In case, you are not satisfied with the award, you can appeal to the Appellate authority. 

 

Can I go for any Alternative Dispute Resolution (ADR) methods?

Issues related to funding transfers, UPI services, online payments and other digital services are dealt by RBI, through Digital Banking Ombudsman, therefore no other alternative dispute mechanism (ADR) is provided under Indian law. 

 

How Resolver will help you?

In the event that you have an issue, you can utilize Resolver to document an objection. Every one of the objections documented by us is legitimate complaints. Resolver will assist you with creating and deal with your case record with appropriate archives, records, messages, and so on. You can set updates and make notes about your case too. In the event that if the issue isn't settled, Resolver will raise the issue to a more recognizable expert, for example, the Payments Ombudsman.

 

How do money transfers and UPI work?

Rather than withdrawing cash from your bank account, money can be transferred from issuer’s bank account to the receiver’s bank account electronically. Common instances where you might transfer funds digitally-

  1. using a debit card at a store to purchase items (wire), 
  2. transfer of salary from the employer’s bank account to yours (Direct deposits), etc. 
  3. Making utility bill payments 
  4. Online shopping
  5. lending money to friends, family, etc. 
  6. online food deliveries 
  7. Other bill payments to ola, uber, departmental stores etc.

 

  • Online money transfers can work via the internet with provided information like phone number, email id linked to a bank account number to transfer the money instantaneously. 
  • UPI is a unique identifier email id which your bank uses to transfer money and make payments using IMPs. IMPs is an online payment method where the money is transferred using IFSc code or account number. 
  • With the help of UPI services you can do recharges, pay utility bills, pay for e-commerce order in case you have opted for cash for delivery and transfer money up to 1 Lakh if you have KYC. 

 

What kind of complaints can be filed with the Digital Transactions Ombudsman?

Complaints related to UPI, Bharat bill payment system, UPI QR code can fall within the scope of banking ombudsman. Moreover, grounds like unauthorized fund transfer, delay in payment of cheques, refusal or delay in closing the account, non-observance of RBI guidelines, failure to effect online payment, online payment failed, failure to refund money in case of a failed transaction, etc. can be used to file a complaint before the ombudsman. 

 

Point to Remember - Make sure that your complaint should fall within the grounds mentioned by the Reserve Bank of India on their official website. The complaint will be rejected by the Ombudsman if you have already filed a complaint before any other forum. Remember to keep all the appropriate documents, records, bills, to build up your case.

 

How much can I claim from Digital Transactions Ombudsman?

Rs. 20 Lakhs is the maximum limit for compensation provided by the Digital Payments Ombudsman. Rs. 1 Lakh can be claimed on the ground of mental agony, loss of customers’ time and expenses incurred by you during the proceedings. 

 

Things to remember before you undergo a UPI transaction

  • Avoid fake customer care numbers available on social media platforms like twitter, facebook or websites. It is always better to connect through the company’s official accounts and customer care numbers. You can also submit your issue via resolver as all the complaints filed via resolver are credible and will reach the concerned department. 
  • Don't allow any third party to access your bank account details. Sometimes, fraudsters disguise themselves as technicians and take a hold on your personal details. Under all circumstances, you must be mindful of giving access to your mobile device to anyone.
  • If any contact in your phone-book is labelled as spam, immediately delete the contact. Don't save contact numbers that you are not aware of. 
  • When you are receiving money online, remember that you don't have to share your PIN to  receive the money transfer




I didn't receive an OTP on my phone, what should I do?

  • First check your network connectivity if your network signal is weak, move to a better location where network signal is strong.
  • If there is no such issue with network connectivity, go to your messaging app and request to resend the OTP. If you haven’t received OTP, try restarting your phone. 
  • If the problem still persists, try restoring your default messaging settings. Sometimes, your phone filters the messages and that is why you have not received any messages from banks.

 

The amount has been debited from my account but the transaction shows ‘Pending’, is there any problem?

This might happen have happened due to some issue at the beneficiary(receiver) bank end. The amount will reach the receiver within 48 hours, once the bank is done with its daily settlements. Your transaction is successful. 

 

My account has been debited but my transaction has failed, what to do?

You are entitled to a refund from the bank. Generally, it takes 1-2 hours to get the refund. If you haven't received any refund from the bank, escalate your issue with the bank via resolver. 

Do I have to re-register for UPI if I change my sim/phone?

Yes, in case you have changed your sim or mobile or PSP(Phone service provider) application, you need to re-register for UPI. 

 

Does the beneficiary(receiver) also have to register for UPI for receiving funds?

In case of Virtual ID transaction, the beneficiary(receiver) needs to have a Virtual ID and in turn, be registered with UPI but in case of Account + IFSC or Aadhaar number, the beneficiary(receiver) need not be registered for UPI. 

 

What are the different ways of transferring funds using UPI?

 

  • Send/Collect through Virtual ID
  • Account Number + IFSC
  • Aadhaar Number

I didn't authorize this money transfer, what should I do?

Fraudulent transactions are punishable under Indian Criminal Laws as it amounts to cheating and deceiving someone to deliver any property.

 

  1. If the fraud happened due to the bank’s negligence, you are not liable. Approach the bank within 3 days of receiving the SMS alert.
  2. If the fraud happened due to your negligence, you should contact the bank and get it resolved.

 

I transferred money to a wrong account

It is very easy to go wrong in cases of National Electronic Funds Transfer (NEFT) than in normal direct banking transactions. A slip of any minor detail at any point can divert your money into someone else’s account. If the wrong account number that you typed does exist, the transaction will take place and it cannot be reversed. In such a case, raise an issue with the help of Resolver to:

  1. Inform your branch or branch manager as soon as possible.
  2. Approach your bank with a written request to reverse the payment from the account of the unintended beneficiary.
  3. Follow up regularly via emails or letters.
  4. In case the beneficiary is of another bank, you will have to go personally to that particular branch and meet the bank manager to get the solution done.
  5. The money will not be reversed if the beneficiary disagrees with your request. 








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