It can be frustrating when you make a UPI payment and the money is debited from your account, but the recipient doesn’t get it. This is a common issue, and the key is to stay calm and follow a clear process to get it resolved.
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When a transaction seems to be stuck, it’s often due to a temporary server delay from either the bank or the UPI system. The first step is to wait for 30 to 60 minutes. During this time, the system is usually trying to resolve the issue.
- If the transaction status is ‘pending,’ the process is still ongoing. The money will either be successfully credited to the recipient or refunded to your account.
- If the transaction is marked as ‘failed’ and the money was still debited, you’ll need to take action. According to the NPCI (National Payments Corporation of India), the money should be automatically refunded to your account within an hour. If it’s not, it’s time to file a complaint.
How to Fix the Issue
If waiting doesn’t resolve the problem, follow these steps to get your money back:
- Use the in-app support. Most UPI apps have a built-in complaint system. You can raise a dispute directly within the app, providing the transaction ID and other details. This is usually the fastest way to get a resolution.
- Contact your bank directly. If the app’s support doesn’t resolve the issue within 24 hours, you should contact your bank’s customer support. According to RBI rules, banks are required to resolve UPI-related complaints within three working days.
- Escalate to the NPCI. If your bank fails to resolve the complaint within the three-day period, you can escalate the matter to the NPCI. You can raise a complaint on their official website.
- Approach the Banking Ombudsman. If the issue remains unresolved for 30 days, your final option is to contact the RBI’s Banking Ombudsman. This is a free-of-cost service that helps resolve customer complaints against banks.
