How to File a UPI Refund Complaint and NPCI Complaint Online in India
The rise of digital payments has made sending and receiving money easier than ever. Among the most used platforms is the Unified Payments Interface (UPI), which powers apps like PhonePe, Google Pay, Paytm, and many banking apps. However, with this convenience comes the occasional glitch — such as failed transactions, delayed payments, or accidental transfers. In such cases, knowing how to file a upi refund complaint and escalate issues through the National Payments Corporation of India (NPCI) becomes crucial.
In this article, we’ll walk you through the process of raising a complaint for failed UPI transactions and how to file an NPCI complaint online in a smooth, step-by-step manner.
Common UPI Issues That May Require Complaints
Before diving into the resolution process, here are some scenarios where you might need to raise a complaint:
- Transaction failed but money debited from your account.
- Money sent to the wrong UPI ID or mobile number.
- Refund not received after a failed merchant payment.
- UPI payments stuck in “processing” status for too long.
- Funds not credited to the recipient but deducted from your account.
While most UPI apps resolve these issues within 24 to 48 hours, if your case remains unresolved, further steps can be taken.
Step-by-Step Guide: Filing a UPI Refund Complaint
- Contact the UPI App Support First
Whether you’re using Google Pay, PhonePe, Paytm, or BHIM, go to the app’s Help or Support section.- Find the specific transaction in question.
- Click on “Raise a complaint” or “Report a problem.”
- Submit the form with the issue category (e.g., failed transaction, refund not received).
- Use the UPI App’s Grievance Redressal System
All UPI apps are mandated to provide an in-app grievance redressal system. If your problem persists beyond 3 days:- Go to the “Help” section again.
- Escalate the ticket number to Level 2 or “Grievance Officer.”
- Note the Transaction ID (UTR Number)
Always keep a record of the UPI transaction ID. You’ll need this to raise complaints further with NPCI.
How to File NPCI Complaint Online
If the app or bank fails to resolve your complaint, you can escalate it directly to the National Payments Corporation of India (NPCI) using their Dispute Redressal Mechanism:
- Visit the NPCI Complaint Portal
Go to: https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism - Click on “Raise Dispute”
You’ll be redirected to the UPI complaint page. - Fill in the Required Details
Provide the following:- UPI transaction ID (UTR)
- Date and time of transaction
- Bank name and UPI app name
- Nature of complaint (e.g., failed transaction, amount not refunded)
- Your name, email, and mobile number
- Submit the Complaint
Once submitted, you’ll receive a ticket ID. NPCI typically responds within 3–7 business days.
Tips to Avoid Future UPI Disputes
- Double-check recipient’s UPI ID or mobile number before transferring.
- Avoid sending large sums in a single transaction — split if needed.
- Ensure stable internet connectivity during transactions.
- Keep screenshots of successful transactions until the receiver confirms receipt.
- Regularly update your UPI apps to avoid bugs or security issues.
Final Thoughts
Digital payments are a boon, but when things go wrong, it’s vital to know your rights and the proper procedure to fix issues. By following the steps above, you can confidently raise a UPI refund complaint and, if needed, escalate your concerns by filing an npci complaint online. Always remember to document everything — including screenshots, reference numbers, and dates — to make your case stronger.
Still unresolved after filing with NPCI? You can escalate the matter to the Banking Ombudsman of the Reserve Bank of India (RBI) as a final resort.