In today’s digital era, almost everyone is using UPI apps for various bill payments, starting from mobile recharge. But sometimes such a problem arises where you recharge, but it does not succeed, and the money is deducted from your bank account. There is no need to be worried or panicked in such a situation. According to the rules of the Reserve Bank of India, your deducted money will be refunded safely. For this, it is only important to know about the correct process and time limit.
Why does recharge fail even after the money is deducted?
Crores of UPI transactions are done every month in India. In this huge network, sometimes the transaction gets stuck in the middle due to excessive pressure on the bank server, interruption in the internet connection, or technical errors. When the payment process cannot be completed and the money does not reach the concerned telecom company, then it is considered a ‘failed transaction.’ In such cases, there is no fault of the customer; only a technical error is responsible for it.
What to do immediately if a recharge fails?
If your mobile is not recharged and money has been deducted from your account, then do not make a second payment immediately even by mistake. First, check the transaction status by going to your bank account statement and the ‘History’ section of the UPI app. Note down the transaction ID, date, time, and amount related to the transaction or keep a screenshot of it. This is very important for filing a complaint later. These days, almost all UPI apps have a ‘Check Status’ option. Clicking on it gets the correct information from the bank server, and in most cases, the money automatically returns to the account.
What do the RBI rules say?
The Reserve Bank of India has prepared clear guidelines for the protection of customers doing digital transactions. If there is a problem with any personal transaction, then the money should be refunded within the next working day. But in the case of merchant payments like mobile recharge, the bank has a maximum of 5 working days to issue a refund. If the customer does not get his money back within the stipulated 5 days, then as per RBI rules, the bank is required to compensate the customer at the rate of Rs 100 per day for the delay.
Where to file a complaint if the money is not refunded?
First of all, go to the help or support section of the UPI app you are using, such as PhonePe, Google Pay, or Paytm, and register a complaint. It is usually resolved within 24 hours. If it is not resolved through the app, then contact your bank’s customer care number and provide the transaction ID. If you do not get a satisfactory response from the bank, you can go to the official website of the National Payments Corporation of India (NPCI) and file a complaint. If the issue is not resolved even after 5 working days, the customer can file their complaint on the RBI’s CMS (Complaint Management System) portal. This is the final level of the complaint process, where the bank is required to respond.
Don’t panic; take the right steps:
Recharge failures and account deductions are certainly a matter of concern, but in the modern digital system, there are extensive rules for the protection of customers. Just keep your transaction details as evidence and file a complaint if necessary. RBI’s rules are always with you to protect your rights.
