With the rise of digital transactions, Unified Payments Interface (UPI) has revolutionized the way Indians transfer money. However, failed transactions, delays, or incorrect transfers can sometimes frustrate users. If your money is stuck or not refunded after a failed UPI transaction, don’t worry — there’s a clear process to raise a complaint and get your issue resolved.
This article provides a step-by-step guide on how to file a upi refund complaint and escalate the issue through the National Payments Corporation of India (NPCI) if needed.
Why UPI Transactions Fail
Before jumping into the complaint process, it’s important to understand why UPI transactions might fail:
- Bank server downtime or maintenance
- Internet connectivity issues
- Technical glitches in UPI apps (Google Pay, PhonePe, Paytm, etc.)
- Incorrect UPI ID or bank details
- Exceeding transaction limits
In most cases, the deducted amount is auto-refunded within 1–3 working days. If not, you need to take action.
Step 1: Contact the UPI App’s Customer Support
Whether you’re using Google Pay, PhonePe, Paytm, BHIM, or any other UPI-enabled app, your first step is to contact their in-app support system.
For example:
- Google Pay: Tap the transaction > “Having trouble?” > “Fix this issue”
- PhonePe: Go to “Help” > Select transaction > Tap on the issue
- Paytm: Visit “Help & Support” > Choose the relevant transaction > Raise a ticket
Most apps offer chatbot support, and if your issue is genuine, they’ll escalate it to the bank or NPCI automatically.
Step 2: Lodge a Complaint with Your Bank
If the UPI app doesn’t resolve your complaint, the next level is contacting your bank directly. Since the actual transaction happens between banks via UPI rails, your bank has the authority to trace, investigate, and initiate a refund.
- Call customer care or visit the branch
- Provide transaction ID (UTR number), date, and UPI app details
- File a formal complaint and note the complaint reference number
Step 3: Raise an NPCI Complaint Online
If your issue remains unresolved for more than 3–5 days, you can now escalate it to NPCI — the umbrella organization that operates the UPI platform.
How to file an NPCI complaint online:
- Go to the official NPCI dispute portal: https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism
- Click on “Dispute Redressal Mechanism” or use this direct link: https://crcf.npci.org.in/
- Choose “UPI” as the payment method
- Fill in details like:
- Your name
- Mobile number linked with UPI
- Bank name
- Transaction date and time
- UTR/Transaction ID
- Screenshot of the failed transaction
- Submit the complaint and keep a record of the complaint number
NPCI usually responds within 7 working days.
Step 4: Escalate to the Banking Ombudsman (If Needed)
If even NPCI doesn’t resolve your problem or if you feel your issue is being ignored, you have the option to escalate it to the RBI-appointed Banking Ombudsman.
Visit: https://cms.rbi.org.in
Choose “File a complaint” > Select “Digital transactions” > Fill in your details.
Tips to Ensure Smooth UPI Transactions
- Always double-check UPI IDs before sending money
- Avoid transactions during peak hours or known server maintenance windows
- Keep transaction IDs and screenshots for reference
- Use trusted apps and keep them updated
- Enable app notifications to track real-time UPI activity
Final Thoughts
Digital payments are here to stay, and while most UPI transactions are seamless, errors can happen. The good news? There’s a proper system in place to help you recover your money — from the app level to the bank and even npci complaint online portals.
So, if you’ve faced a failed payment or delay, don’t panic. Follow the steps above and take action quickly to get your hard-earned money back.