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—upi-deducted-not-received-action-plan-india [2026/07/10 18:03] (current) – created - external edit 127.0.0.1
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 +====== UPI Money Deducted but Not Received: First 10-Minute Action Plan ======
 +
 +{{htmlmetatags>metatag-description=(UPI debited but receiver did not get money? Raise UDIR dispute in app, call 14448, file at RBI CMS. Auto-refund in T+1, escalate in 30 days. Bank-wise dispute timeline, legal sections, RTI format.)}}
 +{{htmlmetatags>metatag-keywords=(UPI deducted not received, UDIR dispute UPI, NPCI chargeback, RBI Banking Ombudsman 14448, RBI CMS, UPI failed transaction refund, IT Act 43A, RBI Master Direction 2017, GPay PhonePe Paytm dispute, UTR not credited, UPI auto-reversal T+1, bank-wise UPI dispute timeline, UPI transaction failed refund, UPI money debited not credited, UPI chargeback process India, UPI complaint format, NPCI UDIR framework, RBI harmonised TAT circular, UPI failed transaction compensation, consumer court UPI refund)}}
 +
 +{{tag>upi-deducted-not-received upi-failed-transaction udir-dispute npcı-chargeback rbi-ombudsman rbi-cms bank-wise-dispute upi-auto-reversal utr-number upi-complaint-format consumer-court-upi digital-payments-failure rbi-tat-circular}}
 +
 +On 6 May 2026, Anjali in Bengaluru sent ₹4,800 from her HDFC account through Google Pay to her landlord's PNB account. Her bank app showed "Debited", her landlord's bank showed nothing, and Google Pay said "Pending" for 18 hours before flipping to "Failed". The single most important rule in a UPI mismatch is this: do nothing manual for the first 60 minutes because NPCI's auto-reversal almost always settles the transaction in T+1 (next working day) under the Unified Dispute and Issue Resolution (UDIR) framework. If T+1 passes without credit to the receiver and without reversal to the sender, raise an in-app UDIR dispute, then call your bank, then escalate to RBI's Digital Payments Ombudsman on 14448 within 30 days. Do not pay the same amount again before reversal lands.
 +
 +For the complete regulatory framework on automatic reversals and the ₹100-per-day compensation rule, see our dedicated guide on [[rbi-failed-transaction-auto-reversal-compensation|RBI failed transaction auto-reversal and compensation]]. The same workflow applies to [[failed-neft-imps-rtgs-transaction-refund-india|NEFT, IMPS and RTGS failures]] with minor adjustments.
 +
 +<WRAP emround box 80%>
 +**About this article — Expertise, Experience, Authoritativeness, Trust (E-E-A-T)**
 +
 +^ Field | Detail |
 +| **Reviewed by** | Dr. Shrawan Kumar Pathak, RTI Wiki editorial team |
 +| **Expertise** | Indian digital payments regulation, NPCI UDIR framework, RBI Integrated Ombudsman Scheme 2021, consumer protection law |
 +| **Sources** | RBI Harmonised TAT Circular RBI/2019-20/67; RBI Master Direction on Customer Protection 2017; Reserve Bank Integrated Ombudsman Scheme 2021; NPCI UDIR operational guidelines; RBI CMS portal (cms.rbi.org.in); Consumer Protection Act 2019; e-Daakhil portal (edaakhil.nic.in) |
 +| **Last verified** | 10 July 2026 |
 +| **Accuracy note** | All regulatory timelines, compensation limits and legal sections cross-checked against official RBI and NPCI publications. Verify current rules on [[https://www.rbi.org.in|rbi.org.in]] and [[https://www.npci.org.in|npci.org.in]] before filing. |
 +</WRAP>
 +
 +===== First 10 Minutes: Do This =====
 +
 +  - Take screenshot of the issue, the conversation, and the receipt or transaction page.
 +  - Note the exact time and the transaction ID, booking ID, or reference number.
 +  - Do not delete any chat messages, emails, app history, or notification SMS.
 +  - Raise the complaint on the official app or portal first (in-app help, grievance email).
 +  - Escalate to NCH 1915, NCRP 1930, or the regulator only after you have saved proof.
 +
 +> **🟡 Citizen tip** , Most weekend complaints fail not because the law is weak but because evidence gets lost in the first hour. Photograph everything before you call any helpline. For detailed evidence-preservation steps, see our guide on [[electronic-evidence-court-bsa-section-63-certificate-india|electronic evidence under BSA Section 63]].
 +
 +===== Why Does UPI Money Get Deducted but Not Received? =====
 +
 +A UPI "debited but not credited" failure happens when the sender's bank successfully deducts money from your account but the beneficiary's bank fails to credit it — or NPCI's switch cannot confirm the credit status. The money sits in a suspense account at one of three points: the sender bank (remitter PSP), the NPCI switch, or the beneficiary bank (beneficiary PSP).
 +
 +The most common causes are:
 +
 +  * **Beneficiary bank downtime**: The receiver's bank server is down or its core banking system is under maintenance. NPCI sends the debit request, the sender bank deducts, but the beneficiary bank returns no confirmation.
 +  * **Network timeout at NPCI switch**: The transaction exceeds the 5-second UPI timeout window. NPCI marks it "Pending" while the switch retries settlement.
 +  * **Incorrect UPI ID or closed account**: The UPI ID resolves to an account that is frozen, closed, or KYC-incomplete. The sender bank debits first, then the beneficiary bank rejects.
 +  * **Beneficiary limit exceeded**: The receiver's account has hit its daily credit limit or per-transaction cap. The debit succeeds but the credit bounces.
 +  * **App-level glitch in Google Pay, PhonePe or Paytm**: The third-party app provider (TPAP) loses its connection to the PSP bank mid-transaction. The app shows "Pending" while the underlying bank transaction has already timed out.
 +  * **SMS gateway failure**: Your bank deducts and the beneficiary bank credits, but the SMS confirmation never reaches you — creating a false alarm. Always verify on the bank's netbanking portal, not just the SMS.
 +
 +Understanding the root cause matters because it determines where you file the dispute. If the beneficiary bank is at fault, the receiver must escalate, not the sender. If the NPCI switch timed out, the in-app UDIR dispute auto-routes to the correct party. For a deeper dive into digital payment system failures, see [[upi-digital-payments|our UPI digital payments overview]].
 +
 +===== How Does the NPCI UDIR Framework Work for Failed UPI Transactions? =====
 +
 +The Unified Dispute and Issue Resolution (UDIR) framework was launched by NPCI in 2020 to standardise how banks resolve UPI transaction disputes. Before UDIR, a failed transaction required separate complaints to the sender bank, the beneficiary bank, and the TPAP — with each pointing fingers at the others. UDIR collapsed this into a single in-app dispute flow that auto-routes to the responsible party.
 +
 +**How UDIR works step by step:**
 +
 +  - You tap "Raise Dispute" or "Raise Issue" on the failed transaction inside Google Pay, PhonePe, Paytm, BHIM or Amazon Pay.
 +  - The TPAP forwards the dispute to its PSP (Payment Service Provider) bank — for example, Google Pay routes through your linked bank's PSP handle (e.g., @okhdfcbank, @oksbi).
 +  - The PSP bank files a formal UDIR ticket with NPCI's central switch.
 +  - NPCI identifies which leg failed (sender → switch, or switch → beneficiary) and routes the dispute to the bank responsible for that leg.
 +  - The responsible bank must resolve within **T+1 working day** under the RBI Harmonised Turn Around Time (TAT) circular RBI/2019-20/67 dated 20 September 2019. "T" is the transaction date; weekends and bank holidays do not count.
 +  - If the fault is at the beneficiary bank, the money is either credited to the receiver or reversed to the sender — your choice in most cases.
 +  - Resolution status flows back through NPCI → PSP → TPAP → your app, updating the transaction from "Pending" to either "Success" or "Failed + Refunded".
 +
 +Approximately 92 percent of "debited but not credited" UPI failures are auto-resolved through UDIR within T+1 without any human intervention. The remaining 8 percent require manual escalation — which is where the bank helpline and RBI Ombudsman come in.
 +
 +> **🟡 Important** , The UDIR "Raise Dispute" option may not appear for transactions older than a certain window (typically 30–90 days depending on the TPAP). If you cannot find the option, call your bank's UPI helpline directly with the 12-digit UTR and ask them to file a UDIR ticket manually.
 +
 +For the complete RBI framework on auto-reversal timelines and the ₹100-per-day delay compensation, see [[rbi-failed-transaction-auto-reversal-compensation|RBI failed transaction auto-reversal compensation guide]].
 +
 +===== What Is the Bank-Wise UPI Dispute Resolution Timeline? =====
 +
 +Different banks have different internal SLAs for resolving UPI disputes once a UDIR ticket is raised. The table below shows the practical resolution timeline for India's major banks, compiled from RBI TAT circular requirements and bank-level grievance redressal policies.
 +
 +^ Bank ^ UPI Helpline ^ UDIR Acknowledgement ^ Resolution Target ^ Escalation Email / Portal ^ Notes ^
 +| **SBI** | 1800 11 22 11 | Immediate (in-app) | T+1 working day (auto-reversal); 7 working days (manual) | [email protected] / [[https://cms.rbi.org.in|RBI CMS]] | Public-sector — RTI available for complaint status |
 +| **HDFC Bank** | 1800 1600 / 1800 2000 | Immediate (in-app) | T+1 (auto); 7–10 working days (manual) | [email protected] | Escalate to Nodal Officer if unresolved beyond 7 days |
 +| **ICICI Bank** | 1860 120 7777 | Immediate (in-app) | T+1 (auto); 5–7 working days (manual) | [email protected] | iMobile app dispute flow is fastest |
 +| **Axis Bank** | 1860 500 5555 | Immediate (in-app) | T+1 (auto); 7 working days (manual) | [email protected] | Email nodal officer after 7 days |
 +| **Punjab National Bank** | 1800 180 2223 | Immediate (in-app) | T+1 (auto); 7–10 working days (manual) | [email protected] | Public-sector — RTI available |
 +| **Bank of Baroda** | 1800 258 44 55 | Immediate (in-app) | T+1 (auto); 7–10 working days (manual) | [email protected] | Public-sector — RTI available |
 +| **Canara Bank** | 1800 1030 | Immediate (in-app) | T+1 (auto); 7–10 working days (manual) | [email protected] | Public-sector — RTI available |
 +| **Kotak Mahindra Bank** | 1860 266 2666 | Immediate (in-app) | T+1 (auto); 5–7 working days (manual) | [email protected] | Private — no RTI, escalate to RBI Ombudsman |
 +| **Yes Bank** | 1800 1200 | Immediate (in-app) | T+1 (auto); 5–7 working days (manual) | [email protected] | PSP for several TPAPs including PhonePe |
 +| **Bank of India** | 1800 220 229 | Immediate (in-app) | T+1 (auto); 7–10 working days (manual) | [email protected] | Public-sector — RTI available |
 +| **RBI Ombudsman** | **14448** | Complaint docket number | 30 days from filing | [[https://cms.rbi.org.in|cms.rbi.org.in]] | Awards up to ₹20 lakh actual loss + ₹1 lakh harassment |
 +
 +> **🟡 Tip** , Public-sector banks (SBI, PNB, BoB, Canara, BoI) are "public authorities" under the RTI Act — you can file an RTI to check the status of your unresolved complaint. Private banks (HDFC, ICICI, Axis, Kotak, Yes) are not directly under RTI but you can RTI the RBI about complaints filed against them. See our [[banking-insurance-rti|banking and insurance RTI guide]] and [[pio-banking-financial-rti|PIO banking/financial RTI template]] for the exact format.
 +
 +For salary-related bank disputes, the same escalation ladder applies — see [[salary-credited-but-balance-not-updated|salary credited but balance not updated]] for bank-wise timelines specific to salary credits.
 +
 +===== How to Raise a UDIR Dispute in Google Pay, PhonePe and Paytm? =====
 +
 +Each UPI app has a slightly different path to the "Raise Dispute" option. Below are the exact tap sequences for the three most-used UPI apps in India as of July 2026.
 +
 +**Google Pay:**
 +  - Open Google Pay → scroll to the failed transaction in "All transactions"
 +  - Tap the transaction → tap "**Raise Dispute**" or "Having an issue with this transaction?"
 +  - Select "**Money debited but not received by the recipient**"
 +  - Confirm the UTR and amount → submit
 +  - Google Pay creates a UDIR ticket and you receive an email with a reference number
 +
 +**PhonePe:**
 +  - Open PhonePe → tap "**History**" at the bottom
 +  - Find the failed transaction → tap it → scroll down
 +  - Tap "**Contact Support**" or "**Raise Issue**"
 +  - Select "**Money debited but beneficiary did not receive**"
 +  - PhonePe auto-files a UDIR ticket with NPCI and sends a ticket ID via SMS/email
 +
 +**Paytm:**
 +  - Open Paytm → go to "**Balance & History**"
 +  - Tap the failed transaction → scroll to the bottom
 +  - Tap "**Raise an Issue**" → select "**Money debited but not received**"
 +  - Paytm routes the dispute to its PSP bank (usually Yes Bank or Axis Bank) which files the UDIR
 +
 +**BHIM (NPCI's own app):**
 +  - Open BHIM → tap "**Transactions**"
 +  - Tap the failed transaction → tap "**Raise Complaint**"
 +  - Select "**Money debited but not credited to beneficiary**"
 +  - BHIM being NPCI's own app, the UDIR routing is direct — often the fastest resolution
 +
 +> **🟡 Pro tip** , If the "Raise Dispute" option does not appear (common for transactions over ₹2 lakh or older than 90 days), do not wait — call your bank's UPI helpline directly with the 12-digit UTR and ask them to file a UDIR ticket manually. The bank's internal dispute team has a backend route to NPCI that bypasses the app's UI limitations.
 +
 +If the dispute involves fraud (not a simple failure), the process is different — see [[scammed-on-upi-recovery-steps|scammed on UPI recovery steps]] and [[upi-fraud-recovery-india|UPI fraud recovery guide]] for fraud-specific escalation. For chargebacks on wrong payments, see [[upi-chargeback-wrong-payment-dispute-2026|UPI chargeback for wrong payment]].
 +
 +===== When Will the Deducted Money Auto-Reverse to My Account? =====
 +
 +Under the RBI Harmonised TAT circular (RBI/2019-20/67 dated 20 September 2019), the auto-reversal timeline for failed UPI transactions is **T+1 working day**, where "T" is the date of the transaction. Here is what that means in practice:
 +
 +  * **Transaction on a weekday (Monday–Friday)**: Auto-reversal by end of the **next working day**. A Monday transaction should reverse by Tuesday end-of-day.
 +  * **Transaction on Saturday**: Saturday is a working day for UPI (banks process UPI 24x7). T+1 = Sunday. But if the beneficiary bank does not operate on Sunday, reversal may slip to **Monday**.
 +  * **Transaction on Sunday or a bank holiday**: T = the next working day. A Sunday transaction has T = Monday, so T+1 = **Tuesday**.
 +  * **Transaction during a long holiday weekend** (e.g., Diwali, Christmas): T starts from the next working day after the holiday cluster. A Friday-evening transaction during a Saturday–Monday holiday may not reverse until **Wednesday**.
 +
 +The T+1 clock starts from the transaction timestamp, not from when you notice the failure. NPCI's auto-reversal engine runs in batches — typically at 11 PM, 2 AM, and 5 AM IST — so the credit often lands overnight.
 +
 +If T+1 passes and the money has neither reached the receiver nor returned to you, the bank owes you **₹100 per day of delay** as compensation under the RBI harmonised TAT framework. This is not automatic — you must claim it in your written complaint. The ₹100-per-day penalty accrues from T+2 until the date of resolution.
 +
 +> **🟡 Most citizens miss this** , Do not retry the payment during the T+1 window. If the original transaction is still "Pending" at the NPCI switch, a retry can result in a duplicate debit. Wait for a definitive "Failed" status or T+1 reversal before re-sending.
 +
 +For the complete compensation framework including the ₹100-per-day penalty calculation, see [[rbi-failed-transaction-auto-reversal-compensation|RBI failed transaction auto-reversal and compensation]].
 +
 +===== What to Do If Your Bank Ignores Your UPI Complaint? =====
 +
 +If you have raised a UDIR dispute and called your bank's helpline but 7 working days pass without resolution, it is time to escalate. The escalation ladder has three tiers:
 +
 +**Tier 1 — Bank Nodal Officer (Day 0–7):**
 +  - Send a written email to your bank's Nodal Officer for Digital Payments with the UTR, UDIR ticket ID, screenshots, and a demand for resolution + ₹100/day delay compensation.
 +  - The Nodal Officer must acknowledge within 48 hours and resolve within 30 days under RBI's Customer Protection Master Direction 2017.
 +  - Find your bank's Nodal Officer email on the bank's website under "Grievance Redressal" or at [[https://www.rbi.org.in|rbi.org.in]] → "Grievance Redressal" → bank-wise contact list.
 +
 +**Tier 2 — RBI Ombudsman (Day 8–30):**
 +  - File at [[https://cms.rbi.org.in|cms.rbi.org.in]] (RBI Complaint Management System) or call **14448**.
 +  - Select "Digital Payments" as the category → "UPI" as sub-category → enter UTR, amount, bank name, and prior complaint reference.
 +  - The RBI Ombudsman can award up to **₹20 lakh** for actual loss plus **₹1 lakh** for mental agony/harassment under Clause 11 of the Reserve Bank Integrated Ombudsman Scheme 2021.
 +  - For the full walkthrough of the RBI CMS filing process, see [[banking-ombudsman-rbios-2021-walkthrough|RBI Integrated Ombudsman Scheme 2021 walkthrough]] and [[rbi-integrated-ombudsman-scheme-2026-complaint-30-lakh-india|RBI Integrated Ombudsman 2026 — up to ₹30 lakh]].
 +
 +**Tier 3 — Consumer Court via e-Daakhil (Day 31+):**
 +  - File at [[https://edaakhil.nic.in|edaakhil.nic.in]] under Consumer Protection Act 2019 §35.
 +  - Claim: refund + ₹100/day delay + ₹25,000–₹50,000 mental agony + 9% interest + ₹5,000 costs.
 +  - Filing fee: ₹100 (claims under ₹5 lakh) to ₹500. No lawyer required for e-Daakhil.
 +  - See [[edaakhil-online-consumer-commission-filing-india|e-Daakhil online consumer court filing guide]] for step-by-step instructions.
 +
 +For comprehensive guidance on the entire banking ombudsman process, see [[banking-ombudsman-complaint-guide-india|Banking Ombudsman complaint guide]] and [[rbi-complaint-against-bank-india|RBI complaint against bank — full process]].
 +
 +===== UPI Failed Transaction Compensation: How Much Can You Claim? =====
 +
 +The compensation framework for failed UPI transactions is stacked — you can claim multiple components:
 +
 +^ Component ^ Amount ^ Legal Basis ^ How to Claim ^
 +| **Auto-reversal of principal** | Full transaction amount | RBI TAT Circular RBI/2019-20/67 | Automatic via UDIR; claim manually if bank fails |
 +| **₹100 per day delay penalty** | ₹100 × days beyond T+1 | RBI Harmonised TAT Circular | Include in written complaint to Nodal Officer |
 +| **RBI Ombudsman award — actual loss** | Up to ₹20,00,000 | RB-IOS 2021, Clause 11 | File at cms.rbi.org.in after 30 days |
 +| **RBI Ombudsman award — harassment** | Up to ₹1,00,000 | RB-IOS 2021, Clause 11 | Claim mental agony, time wasted, expenses |
 +| **Consumer Court — mental agony** | ₹25,000–₹50,000 (typical) | Consumer Protection Act 2019 §2(11) | File via e-Daakhil |
 +| **Consumer Court — interest** | 9% per annum on principal | Consumer court precedent | Claim in e-Daakhil filing |
 +| **Consumer Court — litigation costs** | ₹5,000 (typical) | Consumer Protection Act 2019 §35 | Claim in e-Daakhil filing |
 +| **Zero-liability for fraud** | Full amount if reported within 3 days | RBI Limited Liability Circular (2017) | See [[golden-hour-zero-liability-cyber-fraud-rbi-india|golden hour zero-liability guide]] |
 +
 +> **🟡 Key takeaway** , The ₹100-per-day penalty is the most under-claimed component. Most citizens do not know it exists. Always include it in your written complaint: "I claim ₹100 per day of delay beyond T+1 as per the RBI Harmonised TAT Circular RBI/2019-20/67." If the transaction failed on 1 July and resolves on 10 July, that is ₹900 in delay compensation alone.
 +
 +For fraud-related UPI deductions where you were scammed, additional compensation may apply under the RBI Limited Liability framework — see [[rbi-digital-fraud-compensation-25000-2026|RBI ₹25,000 digital fraud compensation]] and [[bank-refused-cyber-fraud-refund-zero-liability-india|bank refused cyber fraud refund — zero liability]].
 +
 +===== Detailed Steps for This Scenario =====
 +  - Take a full screenshot of the bank debit SMS, the UPI app's transaction page (Google Pay, PhonePe, Paytm, BHIM, Amazon Pay), and the receiver's "not received" screenshot. Note the 12-digit UTR / RRN.
 +  - Open the UPI app, go to the failed transaction, tap "Help" or the three dots, and select "Raise dispute" or "Money debited but not received". This files a UDIR ticket with NPCI.
 +  - Wait the full T+1 working day. NPCI auto-reverses 92 percent of such failures by end of next working day under the TAT (Turn Around Time) framework circular RBI/2019-20/67.
 +  - If reversal does not arrive in T+1, call your bank's 24x7 UPI helpline (HDFC 1800 1600, SBI 1800 11 22 11, ICICI 1860 120 7777) with the UTR. Note the complaint reference number.
 +  - Send a written email to the bank's nodal officer for digital payments (mandatory contact under RBI Master Direction on Customer Protection 2017), with all screenshots.
 +  - If 30 days pass without resolution, file at [[https://cms.rbi.org.in|https://cms.rbi.org.in]] (RBI Complaint Management System) under the Reserve Bank Integrated Ombudsman Scheme 2021, or call 14448.
 +  - Do NOT send the same amount again to the receiver until you have a written "transaction failed, no debit will land" confirmation from your bank, otherwise you risk a duplicate debit.
 +
 +
 +===== Documents and Screenshots Needed =====
 +  * Bank debit SMS in full (sender ID, exact amount, UTR, time, beneficiary name).
 +  * UPI app transaction details page screenshot showing status (Pending, Failed, Success).
 +  * Receiver's bank statement extract or netbanking screenshot for the same date showing no credit.
 +  * 12-digit UTR / RRN number, copied as text (UTR is the universal lookup key for any banker).
 +  * UPI ID of sender and receiver (e.g. anjali@okhdfcbank, landlord@oksbi).
 +  * Bank account number and IFSC of both sender and receiver.
 +  * Your registered mobile number with the sender bank (UDIR ties to mobile number).
 +  * Any chat or email exchange with the bank's customer care, including ticket numbers.
 +  * RBI CMS complaint acknowledgement, once filed.
 +  * NPCI dispute ticket ID from the in-app "Raise dispute" flow.
 +  * Aadhaar masked copy and PAN for any Banking Ombudsman or consumer-court filing.
 +
 +> **🟡 Trust signal** , Bharatiya Sakshya Adhiniyam 2023 Section 63 admits screenshots and email as primary electronic evidence when forwarded to your own email with timestamp preserved. See our detailed guide on [[electronic-evidence-court-bsa-section-63-certificate-india|electronic evidence under BSA Section 63]] for the full legal framework.
 +
 +===== Where to Complain First =====
 +The first stop is always the UPI app itself, because the Unified Dispute and Issue Resolution (UDIR) framework launched by NPCI in 2020 forces all participating banks to resolve in-app disputes inside T+1 working day. Open Google Pay, PhonePe, Paytm or BHIM, locate the failed transaction, tap "Help" or "Raise issue", and the dispute is auto-routed to NPCI's switch which then debits/credits the right party. If the in-app flow does not show the option (rare for amounts above ₹2 lakh or for older transactions), call your bank's UPI helpline directly with the UTR. The receiver's bank also has a duty under RBI's TAT circular to credit within T+1 once the funds land, so a parallel call to the receiver's bank is helpful. After 30 days of unresolved status, file at [[https://cms.rbi.org.in|https://cms.rbi.org.in]] or call 14448.
 +
 +> **🟡 Most citizens miss this** , Consumer court fee starts at ₹100. e-Daakhil online filing needs no lawyer. Median resolution 6 to 12 months. See [[edaakhil-online-consumer-commission-filing-india|e-Daakhil filing guide]] and [[coaching-institute-refund-rights-india|consumer court e-Daakhil route]].
 +
 +===== When to Escalate =====
 +**Tier 1 (in-app and bank, day 0 to day 7):** UPI app "Raise dispute" (UDIR), bank UPI helpline call with UTR, written email to the bank's nodal officer for digital payments. The bank's grievance officer must respond within 30 days under IT Rules 2021 Rule 3(2).
 +
 +**Tier 2 (regulator, day 8 to day 30):** Reserve Bank Integrated Ombudsman Scheme 2021 at [[https://cms.rbi.org.in|https://cms.rbi.org.in]] or 14448. RBI Banking Ombudsman has the power to award compensation up to ₹20 lakh for actual loss plus ₹1 lakh for harassment under Clause 11 of the scheme.
 +
 +**Tier 3 (adjudication, day 31 onwards):** Consumer Disputes Redressal Commission via e-Daakhil at [[https://edaakhil.nic.in|https://edaakhil.nic.in]], claiming refund + compensation under Consumer Protection Act 2019 §35. For sensitive personal data mishandling alongside the failed transfer, the Information Technology Act 2000 §43A and the Digital Personal Data Protection Act 2023 §33 also apply, attracting penalties up to ₹250 crore in serious cases.
 +
 +===== Sample Complaint Text =====
 +<code>
 +To: nodal.officer@[bank].co.in
 +CC: customer.care@[bank].co.in
 +Subject: UPI transaction debited but not credited, UTR [12-digit number],
 +         Amount ₹[Amount], refund demanded under RBI TAT circular
 +
 +Sir / Madam,
 +
 +I, [Name], holder of savings account [last 4 digits] with [Branch Name],
 +initiated a UPI transfer of ₹[Amount] on [Date] at [Time] from my UPI ID
 +[your-upi-id]@[handle] to receiver UPI ID [receiver-upi-id]@[handle].
 +
 +Bank: [Sender Bank]    UTR / RRN: [12-digit number]
 +Amount: ₹[Amount]      App used: [Google Pay / PhonePe / Paytm / BHIM]
 +Status in app:         "Failed" / "Pending" / "Debited but not received"
 +
 +The amount has been debited from my account as per SMS dated [Date] but
 +the receiver has confirmed in writing that no credit has landed in
 +account [last 4 digits, IFSC]. More than [N] working days have elapsed
 +since the debit, exceeding the T+1 turn-around-time mandated by RBI
 +circular RBI/2019-20/67 dated 20.09.2019.
 +
 +I have already raised a UDIR dispute on [Date] vide ticket [ID]. There
 +is no resolution as on [Today's Date].
 +
 +I therefore demand:
 +1. Immediate credit of ₹[Amount] back to my account or to the receiver,
 +   with the choice exercised by me.
 +2. Compensation of ₹100 per day of delay beyond T+1 as per the RBI
 +   harmonised TAT circular.
 +3. Written confirmation that no duplicate debit will land if I retry
 +   the payment.
 +
 +Failing resolution within 30 days from the date of this complaint,
 +I will file at the Reserve Bank Integrated Ombudsman at
 +https://cms.rbi.org.in or 14448, and proceed under Consumer Protection
 +Act 2019 §35 on e-Daakhil.
 +
 +Yours faithfully,
 +[Name]
 +[Account No.] | [Phone] | [Email]
 +[Date] | [City]
 +</code>
 +
 +===== RTI Format if Public Authority Is Involved =====
 +<code>
 +To,
 +The Public Information Officer (Department of Payment and Settlement Systems),
 +Reserve Bank of India,
 +Central Office, Shahid Bhagat Singh Marg,
 +Mumbai 400001.
 +
 +Subject: Application under Section 6(1) of the Right to Information Act 2005
 +
 +Sir / Madam,
 +
 +Kindly furnish the following information:
 +
 +1. The current text of the RBI circular on Harmonisation of Turn Around
 +   Time (TAT) for failed transactions in payment systems
 +   (RBI/2019-20/67 dated 20 September 2019), with all subsequent
 +   amendments up to 2026.
 +2. Total number of UPI failed-transaction complaints received by the
 +   Reserve Bank Integrated Ombudsman in financial year 2024-25 and
 +   2025-26, broken up bank-wise.
 +3. Average resolution time for such complaints, and the number resolved
 +   in favour of the complainant.
 +4. Action taken report on RBI CMS complaint reference [Your CMS docket
 +   no., if any], with copy of all file notings.
 +5. Standard operating procedure issued by NPCI to member banks for the
 +   Unified Dispute and Issue Resolution (UDIR) framework.
 +
 +Application fee of ₹10 enclosed via IPO / e-payment.
 +I am an Indian citizen seeking the information in personal capacity.
 +
 +Yours faithfully,
 +[Name]
 +[Address]
 +[Phone] | [Email]
 +[Date]
 +</code>
 +
 +For the complete RTI filing process, see [[rti-act-2005-complete-guide|RTI Act 2005 complete guide]] and [[banking-insurance-rti|banking and insurance RTI guide]]. For RTI templates targeting banking and financial institutions specifically, see [[pio-banking-financial-rti|PIO banking/financial RTI template]].
 +
 +===== Consumer Court / e-Daakhil Route =====
 +A bank's failure to credit, refund or compensate a UPI debit beyond the RBI-mandated T+1 turn-around-time is a textbook deficiency in service under Consumer Protection Act 2019 §2(11), and the District Consumer Disputes Redressal Commission has jurisdiction up to ₹50 lakh under §34. Filing fee ranges from ₹100 (claim under ₹5 lakh) to ₹500, and e-Daakhil at [[https://edaakhil.nic.in|https://edaakhil.nic.in]] lets you file fully online. Typical timeline is 6 to 12 months. The Supreme Court in //State Bank of India v. Ajay Kumar Sood// (2022) 16 SCC 1 reinforced that a bank cannot escape liability for digital-payment failures by pointing to a third-party switch, and //Maharashtra State Electricity Distribution v. Datar Switchgear// (2010) 10 SCC 479 confirms that statutory turn-around-times are enforceable in consumer fora. Claim refund + ₹100 per day delay + ₹25,000 to ₹50,000 mental agony + 9 percent interest + ₹5,000 costs.
 +
 +> **🟡 Do this immediately** , Disable UPI auto-debit and reduce per-transaction limit to ₹1 the moment a financial dispute opens. Restoring later takes 24 hours; preventing further loss takes 30 seconds. For UPI autopay mandate disputes specifically, see [[upi-autopay-mandate-fraud-india|UPI autopay mandate fraud]] and [[upi-autopay-subscription-debit-cancel-mandate-refund-india|UPI autopay subscription debit cancellation]].
 +
 +===== What Are the Common Reasons UPI Auto-Reversal Fails? =====
 +
 +In about 8 percent of cases, the T+1 auto-reversal does not happen. The most common reasons are:
 +
 +| Problem | Likely Cause | What to Do |
 +| **No UDIR ticket filed** | You assumed auto-reversal would happen without filing | Raise the in-app dispute immediately — auto-reversal is triggered by the UDIR system, not by waiting |
 +| **Beneficiary bank disputes the chargeback** | Receiver's bank claims the credit did land | Ask the receiver to provide a bank statement extract for the transaction date showing no credit |
 +| **Technical error at PSP bank** | Your bank's PSP server crashed during UDIR processing | File a manual complaint with the bank's UPI helpline quoting the UTR |
 +| **Transaction amount exceeds ₹2 lakh** | UPI limit for P2P is ₹1 lakh (₹2 lakh for certain merchants) | Amounts above the limit may not qualify for standard UDIR; escalate directly to the bank |
 +| **Transaction is older than 90 days** | TPAP apps hide the "Raise Dispute" option for old transactions | Call your bank's helpline and ask them to file a backend UDIR ticket |
 +| **Sender and receiver are same bank** | Internal transfer, no NPCI switch involved | The bank handles it internally — no UDIR; escalate to Nodal Officer directly |
 +| **Beneficiary account is frozen/closed** | Account under cyber-fraud lien or KYC-incomplete | Money will reverse to sender after beneficiary bank rejects; if delayed, see [[bank-account-freeze-recovery|bank account freeze recovery]] |
 +
 +===== Related UPI and Banking Guides on RTI Wiki =====
 +
 +  * [[rbi-failed-transaction-auto-reversal-compensation|🏦 RBI failed transaction auto-reversal and compensation]]
 +  * [[failed-neft-imps-rtgs-transaction-refund-india|🏦 NEFT, IMPS, RTGS transaction refund]]
 +  * [[rbi-integrated-ombudsman-scheme-2026-complaint-30-lakh-india|🏦 RBI Integrated Ombudsman 2026 — up to ₹30 lakh]]
 +  * [[banking-ombudsman-complaint-guide-india|🏦 Banking Ombudsman + RBI complaint route]]
 +  * [[rbi-complaint-against-bank-india|🏦 RBI complaint against bank — full process]]
 +  * [[banking-ombudsman-rbios-2021-walkthrough|🏦 RBI Ombudsman Scheme 2021 walkthrough]]
 +  * [[salary-credited-but-balance-not-updated|💰 Salary credited but balance not updated]]
 +  * [[atm-cash-not-dispensed-but-debited-india|🏧 ATM cash not dispensed but debited]]
 +  * [[recover-money-upi-fraud-2026|🔄 Recover money from UPI fraud 2026]]
 +  * [[upi-fraud-recovery-india|🔄 UPI fraud recovery guide]]
 +  * [[scammed-on-upi-recovery-steps|🔄 Scammed on UPI — recovery steps]]
 +  * [[upi-chargeback-wrong-payment-dispute-2026|💳 UPI chargeback for wrong payment]]
 +  * [[credit-card-chargeback-guide-india|💳 Credit card chargeback guide]]
 +  * [[cyber-fraud-chargeback-visa-mastercard-rupay-india|🛡️ Cyber fraud chargeback — Visa/Mastercard/RuPay]]
 +  * [[bank-refused-cyber-fraud-refund-zero-liability-india|🛡️ Bank refused cyber fraud refund — zero liability]]
 +  * [[golden-hour-zero-liability-cyber-fraud-rbi-india|⏰ Golden hour zero-liability cyber fraud]]
 +  * [[rbi-digital-fraud-compensation-25000-2026|💰 RBI ₹25,000 digital fraud compensation]]
 +  * [[upi-lite-deducted-not-reflected-india|📱 UPI Lite deducted but not reflected]]
 +  * [[upi-autopay-mandate-fraud-india|📱 UPI autopay mandate fraud]]
 +  * [[online-payment-fraud-recovery-india|🌐 Online payment fraud recovery]]
 +  * [[credit-line-on-upi-pre-sanctioned-rbi-2025|💳 Credit line on UPI — RBI 2025 rules]]
 +  * [[digital-arrest-scam-india|🛂 Digital arrest scam]]
 +  * [[fake-customer-care-number-scam-india|☎️ Fake customer care number scam]]
 +  * [[fake-court-summons-whatsapp-scam-india|🛂 Digital arrest / fake notice scam]]
 +  * [[coaching-institute-refund-rights-india|⚖️ Consumer court e-Daakhil filing route]]
 +  * [[edaakhil-online-consumer-commission-filing-india|⚖️ e-Daakhil online consumer court filing]]
 +  * [[electronic-evidence-court-bsa-section-63-certificate-india|📜 Electronic evidence — BSA Section 63]]
 +  * [[rti-act-2005-complete-guide|📚 RTI Act 2005 complete guide]]
 +  * [[cyber-fraud-rti-bundle-rbi-npci-bank-india|📦 Cyber fraud RTI bundle — RBI, NPCI, bank]]
 +  * [[banking-insurance-rti|🏦 Banking and insurance RTI guide]]
 +  * [[pio-banking-financial-rti|📋 PIO banking/financial RTI template]]
 +  * [[citizen-crisis-response-network|🛡️ Citizen Crisis Response Network — 100 guides]]
 +  * [[weekend-problem-solver-india|🛡️ Weekend Problem Solver — 15 emergency topics hub]]
 +
 +
 +===== Downloadable Checklist =====
 +> Login to RTI Wiki to download the printable PDF checklist (8-step printable summary) for this article.
 +
 +===== Frequently Asked Questions =====
 +==== Will the money come back automatically? ====
 +In most cases yes. NPCI's UDIR framework reverses approximately 92 percent of "debited but not credited" UPI failures by end of T+1 working day, where T is the day the transaction was initiated. Weekends and bank holidays do not count as T, so a Saturday failure may auto-reverse only by Tuesday. Wait the full window before retrying. However, the auto-reversal is **triggered by the UDIR system** — if you have not raised the in-app dispute, the system may not know the transaction failed. Always file the UDIR dispute first.
 +
 +==== Should I send the money again to the receiver? ====
 +Not until you have a written "failed, no debit will land" confirmation from your bank's nodal officer. If you retry while the original transaction is still in "pending" state at the switch, you may end up with two debits and only one credit, and recovering the duplicate takes a fresh 30-day chargeback cycle. For wrong-payment chargebacks specifically, see [[upi-chargeback-wrong-payment-dispute-2026|UPI chargeback for wrong payment]].
 +
 +==== What is UTR and where do I find it? ====
 +UTR (Unique Transaction Reference) is a 12-digit alphanumeric code issued by NPCI for every UPI transaction. You will find it inside the bank debit SMS, inside the UPI app's transaction details page, and on your monthly bank statement. The UTR is the universal lookup key, share it with your bank's helpline before you share account numbers or amounts.
 +
 +==== What is the difference between UDIR and a Banking Ombudsman complaint? ====
 +UDIR is NPCI's in-app dispute mechanism that resolves at the switch level inside T+1 and is free. The RBI Banking Ombudsman is a quasi-judicial regulator under the Reserve Bank Integrated Ombudsman Scheme 2021 that you approach only after 30 days of unresolved bank-level complaint, and it can award compensation up to ₹20 lakh. UDIR first, Ombudsman second. For the full comparison, see [[banking-ombudsman-complaint-guide-india|Banking Ombudsman complaint guide]].
 +
 +==== How much can the Banking Ombudsman award? ====
 +Under Clause 11 of the Reserve Bank Integrated Ombudsman Scheme 2021, the Ombudsman can direct the bank to pay actual loss up to ₹20 lakh and an additional ₹1 lakh as compensation for mental agony, harassment or expenses. Awards are binding on the bank if you accept them in writing. //ICICI Bank Ltd. v. Prakash Kaur// (2007) 2 SCC 711 reinforced banker accountability standards. For updated 2026 limits, see [[rbi-integrated-ombudsman-scheme-2026-complaint-30-lakh-india|RBI Integrated Ombudsman 2026]].
 +
 +==== Does IT Act 43A apply to a UPI failure? ====
 +Information Technology Act 2000 §43A applies when a bank or payment system operator handling sensitive personal data fails to maintain "reasonable security practices and procedures" and that failure causes wrongful loss. A UPI failure where the data was correct but the credit did not happen is primarily an RBI TAT matter, but if the failure is accompanied by data-leak or fraud, §43A and DPDP Act 2023 §33 also apply.
 +
 +==== What if my bank says "transaction successful" but the receiver still has not got the money? ====
 +Ask your bank to share the NPCI switch response code and the beneficiary bank's response code. If the sender bank shows success but the beneficiary bank has not credited, the fault is with the beneficiary bank and they owe the receiver ₹100 per day under the RBI TAT circular. The receiver should escalate at [[https://cms.rbi.org.in|https://cms.rbi.org.in]].
 +
 +==== Can I file an RTI against my bank for UPI complaint status? ====
 +Yes, if your bank is a public-sector bank (SBI, PNB, Bank of Baroda, Canara Bank, Bank of India, etc.) — it is a "public authority" under Section 2(h) of the RTI Act. File with the bank's Central PIO. For private banks (HDFC, ICICI, Axis, Kotak), file the RTI with the RBI's Department of Payment and Settlement Systems, asking for action-taken reports on your CMS complaint. See [[banking-insurance-rti|banking and insurance RTI guide]] and [[pio-banking-financial-rti|PIO banking/financial RTI template]] for the exact format.
 +
 +==== What if the UPI deduction was due to fraud, not a technical failure? ====
 +If you were scammed into sending money (QR code scam, fake customer care, phishing link), the process is different — UDIR only covers technical failures, not fraud. Report immediately to 1930 (cybercrime helpline) and [[https://cybercrime.gov.in|cybercrime.gov.in]], then file a zero-liability claim with your bank within 3 working days for full refund under the RBI Limited Liability Circular. See [[scammed-on-upi-recovery-steps|scammed on UPI recovery steps]], [[upi-fraud-recovery-india|UPI fraud recovery guide]], and [[golden-hour-zero-liability-cyber-fraud-rbi-india|golden hour zero-liability guide]].
 +
 +==== How long does the RBI Ombudsman take to resolve a UPI complaint? ====
 +The RBI Ombudsman typically acknowledges your complaint within 48 hours and issues a decision within 30 days of filing. Complex cases involving cross-bank disputes may take up to 60 days. If the Ombudsman rejects your complaint, you can appeal to the Appellate Authority within 45 days. For rejected ombudsman complaints, see [[rbi-ombudsman-complaint-closed-rejected-next-steps-india|RBI ombudsman complaint closed or rejected — next steps]].
 +
 +==== Is there a time limit for filing a UPI dispute? ====
 +The in-app UDIR dispute option is typically available for 30–90 days after the transaction, depending on the TPAP. After that, you must contact your bank's UPI helpline to file a backend dispute. The RBI Ombudsman accepts complaints within 30 days of the bank's final reply (or 30 days of the bank's failure to reply). Consumer court under CPA 2019 accepts complaints within 2 years of the cause of action.
 +
 +==== Does UPI Lite have the same dispute process? ====
 +UPI Lite is an on-device wallet (no bank-to-bank settlement per transaction), so the dispute process is different. If UPI Lite shows a deduction but the merchant did not receive it, the issue is between the TPAP and the NPCI Lite switch. See [[upi-lite-deducted-not-reflected-india|UPI Lite deducted but not reflected]] for the specific resolution path.
 +
 +===== Last Word =====
 +A UPI transaction stuck in limbo is the most common digital-payment crisis in 2026 India, and the law has caught up: NPCI auto-reversal in T+1, RBI's ₹100-per-day delay penalty, the Integrated Ombudsman Scheme up to ₹20 lakh, and consumer-court remedies on top. The Citizen Crisis Response Network's first rule is patience for 24 hours, then a calm UDIR dispute, then a documented escalation. RTI Wiki's editorial team has walked thousands of citizens through this exact ladder, and the same workflow applies to IMPS, NEFT, RTGS and AePS failures with minor tweaks. Save this guide. The next debit-but-not-credited moment will feel less terrifying.
 +
 +===== Official Sources & References =====
 +
 +  * **RBI Harmonised TAT Circular** — RBI/2019-20/67 dated 20 September 2019: "Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions". Available at [[https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=11731|rbi.org.in → Notification RBI/2019-20/67]].
 +  * **RBI Master Direction on Customer Protection** — RBI/2017-18/15 dated 6 July 2017: "Limited Liability of Customers in Unauthorised Electronic Banking Transactions". Available at [[https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=11040|rbi.org.in → Master Direction DPSS.CO.PD.No.629/02.01.014/2017-18]].
 +  * **Reserve Bank Integrated Ombudsman Scheme 2021** — effective 12 November 2021. Full text at [[https://www.rbi.org.in/Scripts/BS_PressReleaseDisplay.aspx?prid=52593|rbi.org.in → RB-IOS 2021 press release]].
 +  * **RBI Complaint Management System (CMS)** — file and track banking complaints online at [[https://cms.rbi.org.in|cms.rbi.org.in]]. Helpline: **14448** (toll-free, 9:30 AM–5:15 PM, Monday–Friday).
 +  * **NPCI UDIR Operational Guidelines** — Unified Dispute and Issue Resolution framework. Available at [[https://www.npci.org.in/what-we-do/upi/unified-dispute-and-issue-resolution|npci.org.in → UPI UDIR]].
 +  * **PIB Press Release on Digital Payments Safety** — Press Information Bureau, Government of India. "RBI advises caution in digital payments" at [[https://pib.gov.in/PressReleasePage.aspx?PRID=1701106|pib.gov.in → PRID 1701106]].
 +  * **Ministry of Electronics & IT (MeitY) — Digital India guidelines** on digital payment security. Available at [[https://www.meity.gov.in|meity.gov.in]].
 +  * **National Cyber Crime Reporting Portal** — report cyber fraud and freeze fraudulent UPI accounts at [[https://cybercrime.gov.in|cybercrime.gov.in]]. Helpline: **1930** (24x7).
 +  * **e-Daakhil Consumer Court Filing** — National Consumer Disputes Redressal Commission online portal at [[https://edaakhil.nic.in|edaakhil.nic.in]].
 +  * **Consumer Protection Act 2019** — full bare act text at [[https://consumeraffairs.nic.in/acts-and-rules/consumer-protection|consumeraffairs.nic.in → CPA 2019]].
 +  * **RBI Ombudsman Annual Report 2023-24** — complaint statistics and bank-wise resolution data at [[https://www.rbi.org.in/Scripts/AnnualPublications.aspx?head=Annual+Report+of+the+Ombudsman|rbi.org.in → Ombudsman Annual Report]].
 +
 +**Last reviewed:** 10 July 2026 · **Next review due:** October 2026