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Issue Type

Money is deducted for failed payments
 

Initial Response

My name is ------and I am here to assist you on <issue> < Rs  >  < Dated ------- > vide <ref ID  ______________  . Is this the transaction that you are facing issue with?
 I will look into this issue, which may take a few minutes. Your patience is greatly appreciated. 
Thank you for being online, and I apologize for the longer wait.

Agent Action

1. Agent will login to the Admin Portal
 2. Click on the UPI section.
 3. Go to Customer search 
4. Enter the mobile number and click on apply. 
5. Navigate to UPI TRANSACTION tab Agent will check the details/ status of the transaction

Response

-

SR Closure Comment

If the customer comes within 48 hours of the transaction, 
As per records, the transaction of Rs. ------ dated ------- is failed. Incase of debit, the amount will be refunded to your account within 3 working days.
If the customer comes beyond 48 hours of the transaction, 
Our records shows that your payment of Rs, ------- dated -------- has failed due to the following reason.
........
In case of debit,  money will be refunded back to your account within 3 working days. You can check your bank account statement for the refund confirmation. 
In case the refund is not reflecting in your account, please reach out to your bank's customer care with the Txn ref number, Date of transaction and the amount.
If the issue remains unresolved and customer wants to escalate-  udir option is given
As mentioned, since you have already raised a complaint with the bank and  the complaint / grievance remains unresolved, you may further escalate the issue to NPCI for resolution by sharing the details on following link . The issue will be actioned and you shall receive a communication directly.
https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism