Several consumers have turned to the Unified Payment Interface (UPI) in light of the pandemic. As noted in June, UPI transactions were worth Rs 261,835 crore and registered volumes were Rs 134 crore, up 73% and 34%, respectively, since April. This includes existing and new consumers who transact through UPI applications. Common UPI-based mobile applications are Google Pay, PhonePe, Amazon Pay, Bharat Interface for Money (BHIM), among others.
The most common uses of UPI are to send and receive money instantly, pay utility bills, among others. In making these transactions, consumers have faced problems at times and there have been numerous complaints. The process for reporting transaction related complaints varies for each UPI mobile application.
Let’s take a look at the online complaint notification process for BHIM users. The application was developed by the National Payments Corporation of India (NPCI).
How should I report a transaction related complaint on the BHIM mobile app?
In the BHIM UPI application, under the “file a complaint” option, you will find your transaction history. You must choose the transaction for which you want to file a complaint. Then you will find two options on the screen: get attention and call the bank.
In case you have a problem with the transaction, click “raise concern”. Then mention the problem on the online claim form and submit it.
Suppose you want to speak to the BHIM app customer service to file the complaint, then select the second option, which is ‘Call Bank’. It will connect you to BHIM customer service at the toll free number 1800-120-1740. You can also dial the UPI customer service helpline number directly to file the complaint.
What is the “Get in Touch” service at BHIM UPI?
‘Get in Touch’ is a customer service platform that allows consumers to file complaints related to BHIM UPI. Any issues related to login, registration, transaction, refund, PIN, bank account etc. can be logged.
What are the steps to file a complaint using the “Get in Touch” service?
In case you have a complaint regarding any of the services mentioned above, follow the steps to file the complaint in the BHIM UPI app.
- Go to the “Contact” page through the BHIM UPI application or website. Here you will find three segments: complaints, inquiries and comments.
- From the claim segment, you must select the type of claim (transaction / cash back / login etc.) to register.
- Each complaint has several fields to fill in, such as the type of problem, your virtual payment address (VPA), transaction date, email ID, registered mobile phone number and comment box to briefly explain your problem.
After completing the required fields on the online complaint form, you must resolve the captcha and submit it. The BHIM UPI customer service team will send the response to your complaint to your registered email ID.
I have used my bank’s UPI application to make transactions. Where should I complain about any problems?
Some of you may be using your bank’s mobile app to perform UPI transactions instead of BHIM. In that case, for any complaint or transactional problem, you should contact your bank that has a separate customer service team instead of BHIM customer service. For example, if you transact with the BHIM SBI Pay mobile app, you should file your complaint with SBI customer service.