NPCI Complaint Guide: How to File & Resolve UPI, RuPay Issues

The National Payments Corporation of India (NPCI) plays a crucial role in India’s digital payment ecosystem, managing platforms like UPI, RuPay, IMPS, and FASTag. However, users sometimes face issues like failed transactions, incorrect debits, or unauthorized payments. In such cases, filing an NPCI complaint is the best way to seek resolution.

This comprehensive guide covers:

• Types of NPCI complaints

• Step-by-step process to file a complaint

• Escalation mechanisms

• Helpline numbers and alternative resolutions

• FAQs and expert tips

 A person struggling with a failed UPI transaction on their phone, looking frustrated.)

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Types of NPCI Complaints

NPCI handles complaints related to multiple payment systems. The most common issues include:

1. UPI (Unified Payments Interface) Complaints

• Failed transactions (money debited but not received)

• Wrong transfers (sent to incorrect UPI ID)

• PIN issues (blocked or incorrect PIN)

• Account linking problems 27

2. RuPay Card Complaints

• Unauthorized transactions

• Declined payments

• Card blocking issues

3. FASTag Complaints

• Failed toll deductions

• Balance not updated

• Account linking errors 13

A split-screen showing UPI, RuPay, and FASTag logos with common issues listed.)

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How to File an NPCI Complaint Online

Step 1: Visit the Official NPCI Complaint Portal

• Go to https://www.npci.org.in/register-a-complaint 1

Step 2: Select the Relevant Product

• Choose UPI, RuPay, or FASTag based on your issue.

Step 3: Fill in Transaction Details

• Bank Name

• Transaction ID / RRN (12-digit number)

• Transaction Amount & Date

• Dispute Reason (e.g., “Incorrect transfer”) 711

Step 4: Upload Supporting Documents

• Screenshot of the transaction

• Bank statement (PDF/JPEG format)

Step 5: Submit & Note the CRN

• You’ll receive a Complaint Reference Number (CRN) for tracking.

 A step-by-step infographic showing the NPCI complaint filing process.)

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Alternative Ways to File an NPCI Complaint

1. Via UPI Apps (Google Pay, PhonePe, BHIM)

• Open the app → Go to Transaction History → Select the failed transaction → Click “Raise Complaint” 611

2. Through Your Bank

• Contact your bank’s customer care (e.g., SBI, HDFC, ICICI) 13

3. NPCI Helpline Numbers

• UPI Complaints: ☎️ 1800-120-1740

• DigiSaathi (24×7 Support): ☎️ 1800-891-3333 8

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How to Check NPCI Complaint Status

1. Visit https://www.npci.org.in/user-complaint-status

2. Enter CRN & Captcha

3. Click “Get Status” 9

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What If NPCI Doesn’t Resolve Your Complaint?

If NPCI or your bank fails to resolve the issue within 30 days, you can escalate to:
✔ Banking Ombudsman (RBI)
✔ Digital Complaints Ombudsman 27

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Expert Tips to Avoid NPCI Complaints

✅ Double-check UPI IDs before sending money.
✅ Use secure networks for transactions.
✅ Keep transaction screenshots as proof.

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FAQs on NPCI Complaints

1. Can I cancel a wrong UPI transaction?

No, once a UPI transaction is completed, you must request a refund from the recipient or file an NPCI complaint 6.

2. How long does NPCI take to resolve complaints?

Typically 3-7 working days, but complex cases may take longer 9.

3. Is there a time limit to file an NPCI complaint?

Yes, complaints must be filed within 3 days for faster resolution 6.

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Conclusion

Filing an NPCI complaint is straightforward if you follow the right steps. Whether it’s a failed UPI payment, RuPay dispute, or FASTag issue, NPCI’s dispute redressal mechanism ensures quick resolution.

For further assistance, contact:
📞 NPCI Helpline: 1800-120-1740
🌐 Website: https://www.npci.org.in