If money left your bank account through UPI without your permission, report it immediately to the bank that holds the debited account. Use the bank’s official fraud or unauthorized-electronic-transaction channel, obtain a complaint number, preserve the transaction evidence and report time, and ask the bank to block further unauthorized activity. You can also raise an eligible issue in your UPI app, but an app complaint does not replace notifying the account-holding bank. A refund depends on the facts, your conduct, the reporting time and the rules that apply to your bank; it is not automatic.
What to do first
- Contact the bank holding the debited account immediately. Use its current app, website, phone-banking, branch or other official fraud-reporting route. State clearly: “I did not authorize this UPI transaction.” Ask the bank to register an unauthorized electronic transaction complaint, stop further unauthorized debits where possible and give you the complaint or acknowledgment number.
- Save proof. Keep the bank alert, account statement, UPI app screen, transaction date and time, amount, UPI transaction number or RRN, the account involved, the app used and every message exchanged with the bank. Record exactly when you reported the transaction.
- Raise an in-app dispute if the transaction qualifies. A participating bank’s UPI app or UPI Help may offer a grievance or status option. Use it as an additional record, not as a substitute for the bank’s fraud channel.
- Secure access. Change compromised banking or app credentials through official channels, ask the bank whether your UPI profile, debit card or other payment instruments should be disabled, and do not share a UPI PIN, one-time password or screen access with anyone claiming to process a refund.
NPCI directs complaints about fraudulent, unidentified or unauthorized transactions to the customer’s respective bank. NPCI can route a complaint to the relevant member and provide status facilities, but the bank or member institution is responsible for resolving the complaint.
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Why the account-holding bank is the correct first contact
A UPI payment may involve a UPI app, a payer bank, a beneficiary bank and NPCI’s payment infrastructure. The practical liability and refund decision, however, starts with the bank whose account was debited. That bank can authenticate the transaction, review device and account records, place protective restrictions, contact the other member institution and apply the customer-liability rules relevant to the account.
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Step-by-step dispute and refund process
1. Identify the debit and stop further exposure
Open the account statement or UPI history and identify each unfamiliar debit. Do not assume that a transaction you do not recognize is merely a failed payment. Note whether the entry is successful, pending, reversed or otherwise unclear. If several debits occurred, list each one separately.
If you suspect that your phone, SIM, banking login, debit card or UPI credentials were compromised, tell the bank during the same contact. Ask what it can block or reset and follow its official instructions. Do not delete messages or uninstall the app before saving the relevant evidence.
2. File an unauthorized-transaction complaint with the bank
Use the bank’s 24-hour reporting channel where available: its mobile or internet banking route, fraud helpline, branch or another channel listed by the bank. RBI’s customer-protection directions require covered banks to provide round-the-clock access through multiple channels and to send an acknowledgment with a complaint number.
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Give the bank a precise description:
- that you did not initiate or authorize the UPI payment;
- the amount, date and time;
- the UPI transaction number or RRN, if shown;
- the debited account and the UPI app used;
- when you first received the alert or noticed the debit; and
- any suspected compromise, such as a disclosed PIN, lost phone or unexpected SIM event.
Request that the bank investigate it as an unauthorized electronic transaction, protect the account from further debits and explain the next documents or declarations it requires. Ask whether it has sent an interbank recovery or dispute request and how you can track it.
3. Preserve a complete evidence file
Create one folder containing screenshots, downloaded statements, SMS or email alerts, the complaint acknowledgment, call or branch details and later replies. Write a simple chronology with the time of the debit, the time you discovered it and the time you reported it. NPCI’s complaint form asks for information such as the bank, transaction date, transaction number or RRN, account number and amount; having those details ready reduces delays.
Do not edit screenshots or forward your UPI PIN, one-time password or full credentials to a supposed investigator. A legitimate bank employee should not ask you to approve a “refund” by entering your PIN on a collect request or by sharing remote access.
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4. Use the UPI app’s grievance option when it supports the transaction
NPCI says users can raise a grievance or check UPI transaction status through the UPI app of a participating bank. The UPI Help guidance published in July 2023 describes complaint eligibility for certain debit transactions. It excludes successful person-to-person transactions from that route and does not support complaints on credit transactions. Eligibility and app screens can change, so follow the current options displayed by your bank’s app.
Even when an in-app option is available, tell the bank separately that the debit was unauthorized. The app route helps identify the transaction and creates an additional status trail; it does not transfer the bank’s investigation responsibility to NPCI or the app provider.
5. Keep the bank’s reference and request traceable updates
Ask when the bank expects its next update, whether it needs a written statement or identity verification and how it will communicate the decision. Keep every reference number. If the bank says the transaction was authenticated, ask for the basis of that conclusion and explain any facts showing that you did not authorize it.
Do not confuse fraud with a failed or pending UPI payment
The remedy depends first on whether you authorized the payment.
| What happened | Initial route | Relevant handling |
|---|---|---|
| You did not authorize a debit | Report immediately to the account-holding bank; also use an eligible in-app dispute route | The bank investigates under the applicable customer-liability and redress rules. Preserve the report time and complaint reference. |
| You initiated the payment, but it failed | Check status in the UPI app and contact the bank if the debit remains | NPCI says a failed debit should be refunded and advises contacting bank support if the refund has not arrived within one hour. This is operational guidance for failed transactions, not a guaranteed timeline for an unauthorized-payment investigation. |
| You initiated the payment, but it is pending | Check status and ask the bank to trace it | NPCI says a pending transaction may reflect a delay at the beneficiary bank. Do not describe it as fraud unless you did not authorize it. |
A completed UPI transfer cannot be stopped once initiated, according to NPCI’s FAQ. After an unauthorized or mistaken transfer, the appropriate action is a report and dispute, not a cancellation request.
How RBI customer-liability rules affect a refund
RBI’s customer-protection circular dated 6 July 2017 covers scheduled commercial banks, including regional rural banks, small finance banks and payments banks. It separates bank fault, a third-party or system breach where neither the bank nor customer is at fault, and loss caused by the customer’s own negligence. The exact rule for your account can depend on the institution and product; co-operative banks and prepaid-payment-instrument issuers have separate RBI directions. Ask the bank which current framework it is applying.
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| Situation described in the RBI framework | Effect of reporting |
|---|---|
| Deficiency or fault by the bank | The customer-protection framework provides zero customer liability where the bank is at fault, subject to the applicable directions and facts. |
| Third-party breach, with neither bank nor customer at fault, reported within three working days of receiving the bank’s communication | Zero customer liability under the cited circular. |
| That third-party breach reported within four to seven working days | Customer liability is capped at the transaction value or the applicable RBI table amount, whichever is lower. |
| That third-party breach reported after seven working days | The bank’s board-approved policy applies. |
| Loss caused by the customer’s negligence, such as sharing payment credentials | The customer bears the loss until notifying the bank. Losses occurring after notification are borne by the bank under the cited framework. |
The three-working-day calculation in the circular excludes the date on which the bank’s communication was received and uses the working schedule of the customer’s home branch. Because reporting time affects the outcome, notify the bank as soon as you discover the debit even if you are still gathering documents.
RBI states: “The burden of proving customer liability in case of unauthorised electronic banking transactions shall lie on the bank.” That does not mean every disputed debit is automatically refunded. The bank still investigates the authorization, the account security events, the customer’s conduct and the rule applicable to the institution.
Refund and resolution timelines
Shadow reversal: up to 10 working days in covered cases
Where zero or limited liability applies, RBI says the bank must provide a “shadow reversal” within 10 working days after the customer notifies it. The credit is value-dated as of the original transaction date. This is an interim protection under the cited framework, not a promise that every unauthorized UPI complaint will receive a credit.
Final decision: no more than 90 days under the cited framework
The bank must resolve the complaint and establish any customer liability within its board-approved timeline, and that timeline cannot exceed 90 days under the circular. The bank may ask for information during the investigation. Continue to respond through traceable channels and keep copies of what you provide.
One-hour guidance applies only to failed debits
NPCI’s one-hour advice concerns a failed UPI debit whose automatic refund has not arrived. It should not be quoted as the expected refund period for a payment you did not authorize. An unauthorized transaction follows the bank’s fraud investigation and the applicable RBI liability process.
What to do if the bank rejects or ignores the complaint
- Ask for the decision in writing or through a traceable message. Request the reason for rejection, the transaction evidence relied on and the bank’s explanation of customer liability.
- Check the elapsed time. Keep the date of your first complaint and all subsequent references. The bank’s own resolution period remains subject to the maximum applicable under the relevant directions.
- Escalate within the bank. Use the bank’s grievance-redressal or nodal-officer process shown on its current website or statements, attaching the original complaint number and evidence.
- Consider the RBI Integrated Ombudsman Scheme. RBI’s scheme FAQ describes cost-free redress where a complaint against an RBI-regulated entity is not resolved to the customer’s satisfaction or receives no reply within 30 days, subject to the scheme’s eligibility and filing requirements. Use the current RBI filing process and include the bank complaint reference.
The Ombudsman route is an escalation mechanism; it does not replace the initial bank report. Keep the issue focused on the unauthorized debit, the bank’s response and the relief you seek.
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Information to include in a written complaint
A concise written complaint makes the timeline and requested remedy clear. Include:
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- your name and the last four digits or other identifying details the bank requests for the account;
- the UPI transaction date, time, amount and transaction number or RRN;
- the UPI app and bank shown in the transaction record;
- the date and time you discovered the debit;
- the date, time, channel and reference number of your first report;
- a direct statement that you did not authorize the payment;
- any suspected credential, phone, SIM or device compromise; and
- the remedy requested: investigation, protection against further debits, an interim shadow reversal where applicable and a written decision.
Attach copies rather than originals and redact information that is not needed, such as an entire card number. Follow the bank’s identity-verification instructions through its official channel.
Common mistakes that weaken a dispute
Waiting for the app to change status
An unfamiliar debit should be reported immediately even if the app labels it pending or the transaction description is incomplete. Status can change while the reporting clock continues.
Reporting only to the UPI app or NPCI
NPCI’s complaint facility can route or display status, but NPCI directs fraudulent, unidentified and unauthorized complaints to the respective bank. Make the bank complaint first and retain its acknowledgment.
Calling a number from an unverified message
Use the bank’s current official app, website, statement or branch information. Fraudsters may pose as recovery agents and ask for a PIN, one-time password, collect-request approval or remote access. None is required to report a transaction.
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A failed-payment refund and an unauthorized-transaction investigation follow different paths. Describe what actually happened and whether you initiated the payment.
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Assuming a refund is guaranteed
RBI’s framework allocates liability according to cause, reporting time, customer conduct, institution and account type. The bank’s investigation determines the individual outcome. Report quickly because delay can change the liability analysis.
Special scope questions
Does the same 2017 RBI circular cover every bank and payment product?
No. The cited circular expressly names scheduled commercial banks, small finance banks and payments banks. Co-operative banks have a separate RBI circular with similar language, and prepaid-payment-instrument issuers have separate directions. Confirm the rule and complaint route for the institution that holds your funds.
Can I cancel a UPI payment after sending it?
NPCI’s FAQ says a UPI transfer cannot be stopped once initiated. If you did not authorize it, report it as unauthorized. If you authorized it but sent it to the wrong person, tell the bank exactly that; do not misclassify a mistake as fraud.
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The official guidance used here identifies the account-holding bank as the initial channel but does not provide one universal number for every bank or case. Use your bank’s current official contact information.
Practical checklist before closing the case
- Every unauthorized debit is listed with its date, time, amount and transaction number or RRN.
- The bank complaint clearly says the transaction was not authorized.
- You have the acknowledgment and complaint reference.
- The reporting date and time are recorded.
- Statements, alerts, screenshots and correspondence are preserved.
- The bank has confirmed what protective action it took or why it could not take one.
- You know whether an interim shadow reversal was due under the applicable rules.
- You have a written final decision or a documented reason for escalation.
- If there was no satisfactory response or reply within 30 days, you have checked the current RBI Integrated Ombudsman Scheme requirements.
Bottom line for an unauthorized UPI debit
Report the debit immediately to the bank that holds the account, preserve proof of the transaction and report time, and obtain a complaint reference. Use an eligible UPI-app dispute as a supporting route, while distinguishing fraud from a failed or pending payment. RBI’s framework can provide zero or limited liability and a 10-working-day shadow reversal in qualifying cases, but the bank must investigate the facts and can take up to the applicable 90-day maximum to resolve the complaint and establish liability. If the bank does not provide a satisfactory response or remains silent for 30 days, use the current RBI Ombudsman process.
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