How to File a Complaint Against PhonePe in 2025: Complete Guide

Common PhonePe Issues Users Face

Before diving into the complaint process, let's understand the most common issues PhonePe users encounter:

1. Failed Transaction with Money Deducted

This is the most frustrating issue where your payment fails, but money gets debited from your bank account. The transaction shows as "failed" or "pending" in PhonePe, but your bank balance reflects the deduction.

2. Cashback and Rewards Not Credited

PhonePe frequently offers cashback on various transactions. Users often complain about:

• •Cashback promised but not credited
• •Scratch card rewards not added to wallet
• •Promotional offers not honored
• •Delayed cashback credits

3. Unauthorized or Fraudulent Transactions

Some users report unauthorized debits from their PhonePe wallet or linked bank accounts, potentially indicating:

• •Account hacking or unauthorized access
• •Fraudulent merchant transactions
• •UPI PIN compromise

4. Merchant Payment Disputes

Issues arising from merchant transactions include:

• •Double payment to the same merchant
• •Payment made but merchant claims non-receipt
• •Wrong amount charged
• •Refund not processed by merchant

5. Account and Technical Issues

Other common problems include:

• •Account suspended or blocked
• •Unable to link bank account
• •KYC verification issues
• •App crashes during transactions

Step 1: In-App Customer Support (First Contact)

PhonePe provides built-in customer support that should be your first point of contact for any issue.

How to Raise a Complaint in PhonePe App

• 1
  Open the PhonePe App on your smartphone
• 2
  Navigate to Profile: Tap on your profile icon in the top-left corner
• 3
  Select "Help & Support" or "Customer Care"
• 4
  Choose Your Issue Category:

- Payment Issues

- Wallet Issues

- Cashback & Offers

- Account Issues

- Transaction Disputes

• 5
  Select Specific Transaction: If related to a transaction, select it from your history
• 6
  Describe Your Issue: Provide clear details about the problem
• 7
  Submit the Complaint: You'll receive a ticket number for tracking

What Information to Provide

When raising a complaint, include:

• •Transaction ID (UPI Reference Number)
• •Date and time of transaction
• •Amount involved
• •Merchant name (if applicable)
• •Bank account details (last 4 digits)
• •Screenshots of error messages or transaction status
• •Clear description of the issue

Expected Response Time

• •Automated Response: Immediate
• •Initial Resolution Attempt: Within 24-48 hours
• •Failed Transaction Refunds: 5-7 working days
• •Complex Issues: 7-10 working days

Important: Save your ticket number and any reference numbers provided. Take screenshots of all communications for future reference.

Step 2: Email Complaint to PhonePe

If the in-app support doesn't resolve your issue satisfactorily, escalate via email.

Official PhonePe Email Addresses

Send your detailed complaint to:

• •General Support: support@phonepe.com
• •Payment Issues: payments@phonepe.com
• •Grievance Officer: grievance.officer@phonepe.com

Email Format for Effective Complaint

Subject Line: Complaint Regarding [Issue Type] - Transaction ID [XXXXXXXXX]

Email Body:

```

To,

The Customer Support Team / Grievance Officer

PhonePe Private Limited

Subject: Complaint Regarding Failed Transaction with Money Deducted

Dear Sir/Madam,

I am writing to lodge a formal complaint regarding a failed transaction on PhonePe where money was debited from my account but the transaction did not complete successfully.

Transaction Details:

• •PhonePe Transaction ID: [Your Transaction ID]
• •UPI Reference Number: [UPI Ref Number]
• •Date and Time: [DD/MM/YYYY, HH:MM]
• •Amount: Rs. [Amount]
• •Merchant/Payee Name: [Name]
• •Status Shown: Failed/Pending
• •My PhonePe Registered Mobile: [Your Number]
• •Linked Bank Account: [Bank Name - Last 4 digits]

Issue Description:

[Provide clear, detailed description of the issue. For example: "On January 10, 2025, I attempted to pay Rs. 2,500 to XYZ Store using PhonePe. The transaction showed as 'failed' on the app, but Rs. 2,500 was debited from my bank account. Despite waiting 7 days, the amount has not been refunded to my account."]

Previous Actions Taken:

• •Raised ticket via PhonePe app on [Date] - Ticket Number: [Number]
• •Received automated response but issue not resolved
• •[Any other actions taken]

Request:

I request you to investigate this matter urgently and:

• 1
  Refund the debited amount of Rs. [Amount] to my bank account immediately
• 2
  Provide written confirmation of the resolution
• 3
  Explain why this issue occurred

I have attached the following documents for your reference:

• 1
  Screenshot of failed transaction from PhonePe app
• 2
  Bank statement showing debit
• 3
  Previous communication with PhonePe support

I look forward to a prompt resolution within 7 working days. If this matter is not resolved satisfactorily, I will be compelled to escalate this complaint to the RBI Banking Ombudsman and the National Consumer Helpline.

Thanking you,

[Your Full Name]

[Your Address]

[Your Mobile Number]

[Your Email Address]

[Date]

```

Attachments to Include

• 1
  Screenshot of transaction from PhonePe app showing failure/pending status
• 2
  Bank statement showing the debit (highlight the relevant entry)
• 3
  Previous complaint tickets and responses
• 4
  Screenshot of promotional offer (for cashback issues)
• 5
  Any other relevant documentation

Pro Tip: Send the email from the email address registered with your PhonePe account for faster verification.

Step 3: Contact PhonePe Nodal Officer

If your complaint remains unresolved after 30 days, escalate to PhonePe's Nodal Officer as per RBI guidelines.

Nodal Officer Contact Details

Name: As per latest RBI guidelines, PhonePe must designate a Nodal Officer

Email: nodal.officer@phonepe.com

Address:

PhonePe Private Limited

Salarpuria Softzone,

Green Glen Layout, Bellandur,

Bengaluru - 560103, Karnataka

What to Include in Nodal Officer Complaint

• 1
  Reference to Previous Complaints: Mention all previous ticket numbers and dates
• 2
  Timeline of Issue: Chronological account of the problem and your attempts to resolve it
• 3
  Specific Relief Sought: Clearly state what resolution you expect
• 4
  Supporting Documents: All evidence and previous correspondence
• 5
  Deadline: Request resolution within 15 days

Format: Use the same formal complaint letter format as above, but explicitly mention this is an escalation to the Nodal Officer level due to non-resolution of earlier complaints.

Step 4: File Complaint with National Payments Corporation of India (NPCI)

Since PhonePe operates on the UPI platform regulated by NPCI, you can file complaints for UPI-related issues directly with NPCI.

How to Complain to NPCI

• 1
  Visit NPCI Website: https://www.npci.org.in
• 2
  Navigate to: "Grievance Redressal" section
• 3
  Fill Online Form with:

- UPI Transaction ID

- PhonePe details

- Issue description

- Previous complaint attempts

• 4
  Upload Documents: Bank statements, screenshots, complaint records

NPCI Contact Details

Email: upidispute@npci.org.in

Phone: 022-2596 8080

Address:

National Payments Corporation of India

1001 A, B wing, 10th Floor,

The Capital, Bandra-Kurla Complex,

Bandra (East), Mumbai - 400051

Important: NPCI complaints are particularly effective for:

• •Failed UPI transactions
• •Delayed refunds
• •Technical issues with UPI payments
• •Inter-bank transaction disputes

Step 5: Reserve Bank of India (RBI) Complaint

The RBI regulates digital payment systems in India. You can file a complaint through the RBI's Complaint Management System (CMS).

Filing Complaint on RBI CMS Portal

• 1
  Visit: https://cms.rbi.org.in
• 2
  Click: "File a Complaint"
• 3
  Select Complaint Type: "ATMs, Prepaid Cards, Online Banking, and Other Digital Banking Channels"
• 4
  Fill Details:

- Select "Other Digital Banking Channels"

- Choose "PhonePe Private Limited" as the entity

- Provide transaction details

- Upload supporting documents

• 5
  Submit and Save complaint reference number

Required Documents for RBI Complaint

• •Copy of complaint sent to PhonePe
• •PhonePe's response (if any)
• •Bank statements
• •Transaction screenshots
• •Timeline of events
• •Identity proof (Aadhaar/PAN)

RBI CMS Features

• •Online Tracking: Track complaint status using reference number
• •Automated Follow-up: RBI forwards complaint to PhonePe and mandates response
• •Time-Bound Resolution: Companies must respond within 30 days
• •Escalation to Banking Ombudsman: If unresolved, CMS facilitates ombudsman complaint

Timeline: After filing with RBI, PhonePe typically responds within 15-30 days as they're required to address RBI-forwarded complaints promptly.

Step 6: Consumer Forum Complaint

For monetary disputes and compensation claims, approaching a Consumer Forum is highly effective.

Which Consumer Forum to Approach

Based on the claim amount:

• •Up to Rs. 50 lakhs: District Consumer Disputes Redressal Commission
• •Rs. 50 lakhs to Rs. 2 crores: State Consumer Disputes Redressal Commission
• •Above Rs. 2 crores: National Consumer Disputes Redressal Commission

How to File Consumer Forum Complaint

Online Filing (Recommended):

• 1
  Visit: https://edaakhil.nic.in
• 2
  Create account and login
• 3
  Fill "Consumer Complaint Form"
• 4
  Pay required court fee (typically Rs. 100-200 for small claims)
• 5
  Upload all supporting documents
• 6
  Submit and receive case number

Offline Filing:

• 1
  Draft complaint on stamp paper (Rs. 10-20)
• 2
  Attach all evidence documents
• 3
  Submit in person at nearest Consumer Forum office
• 4
  Pay court fee

Complaint Contents

Your consumer forum complaint should include:

• 1
  Parties: Your details (complainant) vs PhonePe Private Limited (opposite party)
• 2
  Jurisdiction: Why this forum has jurisdiction (your location/transaction location)
• 3
  Facts: Chronological narration of events
• 4
  Deficiency in Service: How PhonePe's service was deficient
• 5
  Loss Suffered: Financial loss and mental harassment
• 6
  Relief Sought:

- Refund of money

- Compensation for harassment

- Interest on delayed refund

- Legal costs

• 7
  Prayer: Final request to the forum
• 8
  Verification: Your signature with date

Expected Outcome

• •Consumer forums typically award compensation ranging from 100% to 200% of the disputed amount
• •Additional compensation for mental harassment (Rs. 5,000-50,000)
• •Legal costs reimbursement
• •Cases usually resolved within 6-12 months

Success Rate: Consumer forums have a good track record with digital payment disputes, with complainants winning 60-70% of cases where proper evidence is provided.

Step 7: Police Complaint (For Fraud Cases)

If you suspect fraud, unauthorized transactions, or criminal activity, file a police complaint immediately.

When to File Police Complaint

• •Unauthorized transactions suggesting account hacking
• •Phishing or fraud where someone accessed your UPI PIN
• •Identity theft related to PhonePe account
• •Merchant fraud in collusion with payment issues
• •Any cybercrime involving your PhonePe account

How to File Cybercrime Complaint

Online (Preferred for Cyber Crimes):

• 1
  Visit: https://cybercrime.gov.in
• 2
  Click "Report Cybercrime"
• 3
  Select "Financial Fraud"
• 4
  Fill details of fraud
• 5
  Upload evidence
• 6
  Submit and save acknowledgment number

Offline:

• 1
  Visit nearest police station with cybercrime cell
• 2
  File FIR with all details and evidence
• 3
  Obtain FIR copy

Important: Filing a police complaint can significantly pressure PhonePe to resolve the issue quickly. Mention the FIR number in all subsequent communications with PhonePe.

Documentation: What to Keep Ready

Proper documentation significantly improves your chances of successful complaint resolution. Maintain:

Essential Documents Checklist

• •[ ] PhonePe transaction ID and UPI reference number
• •[ ] Screenshots of failed/pending transaction from PhonePe app
• •[ ] Bank statement showing debit (highlighted)
• •[ ] Screenshot of promotional offer (for cashback issues)
• •[ ] All email communications with PhonePe
• •[ ] In-app complaint ticket numbers and responses
• •[ ] Timeline document showing all your complaint attempts
• •[ ] Identity proof (Aadhaar/PAN/Driving License)
• •[ ] Bank account statement for last 3 months
• •[ ] PhonePe account registration details

Creating a Complaint Timeline

Maintain a chronological record:

```

Date | Action Taken | PhonePe Response | Status

-----|--------------|------------------|--------

10/01/2025 | Transaction failed, money deducted | N/A | Issue occurred

10/01/2025 | Raised in-app complaint #XXXX | Auto-response received | Pending

12/01/2025 | Follow-up on app | "Being investigated" | Pending

15/01/2025 | Email to support@phonepe.com | No response | Pending

20/01/2025 | Email to grievance officer | Received generic reply | Unsatisfactory

25/01/2025 | Filed RBI CMS complaint #YYYY | Awaiting response | Escalated

```

This timeline is crucial evidence showing your due diligence in attempting resolution.

Tips for Faster Resolution

1. Be Specific and Factual

• •Avoid emotional language in complaints
• •Stick to facts with exact dates, times, and amounts
• •Provide specific transaction IDs and reference numbers

2. Follow Up Regularly

• •Don't wait passively after filing complaint
• •Send follow-up emails every 3-4 days
• •Reference previous complaint numbers in follow-ups

3. Use Multiple Channels Simultaneously

• •Don't wait for one channel to fail before trying another
• •After 7 days of no response, escalate to next level while continuing with current channel
• •Social media mentions can sometimes expedite resolution (Twitter: @PhonePe)

4. Mention Regulatory Escalation

• •In your complaints, mention that you will escalate to RBI/Consumer Forum if not resolved
• •This often prompts faster action as companies want to avoid regulatory complaints

5. Keep Records of Everything

• •Take screenshots before they disappear
• •Download bank statements immediately
• •Save all email responses from PhonePe
• •Record dates and times of phone calls (if any)

6. Be Persistent but Professional

• •Remain polite and professional in all communications
• •Persistence works - many users get resolution after multiple follow-ups
• •Don't accept generic responses; ask for specific timelines

PhonePe's Legal Obligations

Understanding PhonePe's legal obligations can strengthen your complaint:

RBI Guidelines on Failed Transactions

According to RBI's 2019 circular on failed transactions:

• •Auto-reversal: Failed transactions must be auto-reversed within T+1 day (next day)
• •Maximum Timeline: If not auto-reversed, refund must be processed within T+5 days
• •Compensation: Delays beyond T+5 attract penalty of Rs. 100 per day payable to customer
• •Maximum Compensation: Up to Rs. 1,000 for delays beyond T+15 days

Consumer Protection Act Rights

Under Consumer Protection Act, 2019:

• •Right to be protected against deficiency in services
• •Right to seek redressal against unfair trade practices
• •Right to compensation for loss suffered due to service deficiency
• •Right to file complaint within 2 years of cause of action

Payment and Settlement Systems Act, 2007

PhonePe operates under this Act and must:

• •Maintain proper records of all transactions
• •Ensure customer grievance redressal mechanism
• •Comply with RBI directions on payment systems
• •Protect customer data and privacy

Legal Tip: Mentioning these legal provisions in your complaint demonstrates seriousness and often leads to faster resolution.

Sample Success Timeline

Based on real user experiences, here's a typical successful complaint resolution timeline:

Day 1: Transaction fails, money deducted

Day 1: Immediately raise in-app complaint

Day 3: Follow up on in-app complaint

Day 7: Send detailed email to support@phonepe.com

Day 10: Send reminder email with deadline

Day 15: Email to grievance.officer@phonepe.com

Day 18: File RBI CMS complaint

Day 25: Mention RBI complaint in email to PhonePe

Day 28: PhonePe contacts for resolution discussion

Day 30: Amount refunded with compensation

Key Success Factors: Multiple escalations, proper documentation, regulatory complaints, and persistent follow-up.

Frequently Asked Questions

Q1: How long does PhonePe take to refund failed transactions?

A: As per RBI guidelines, auto-reversal should happen within 24 hours. If not, refunds must be processed within 5-7 working days. Delays beyond this warrant complaints and compensation.

Q2: Will I get compensation for delayed refunds?

A: Yes. RBI guidelines mandate Rs. 100 per day compensation for delays beyond T+5 days, up to Rs. 1,000. You may also claim additional compensation for mental harassment through consumer forums.

Q3: Can PhonePe block my account for raising complaints?

A: No. Filing legitimate complaints is your legal right. Any retaliatory action would be illegal and can be challenged in consumer forums and with RBI.

Q4: What if PhonePe doesn't respond to my complaint at all?

A: Escalate immediately to RBI CMS and consumer forum. Non-response is considered deficiency in service and strengthens your case for compensation.

Q5: Is there a PhonePe customer care number to call?

A: PhonePe primarily operates through in-app support. They have limited phone support. For urgent issues, use email (support@phonepe.com) and in-app channels, which are more effective than phone calls.

Q6: Can I sue PhonePe for mental harassment due to payment issues?

A: Yes, consumer forums regularly award compensation for mental harassment in digital payment disputes. Typical awards range from Rs. 5,000 to Rs. 50,000 depending on the severity and duration of the issue.

Conclusion: Your Rights Matter

Filing a complaint against PhonePe might seem daunting, but remember that you have strong legal protections under RBI guidelines and Consumer Protection laws. Most issues get resolved within 30 days if you follow the proper escalation process with adequate documentation.

Key Takeaways:

• •Start with in-app support, but don't wait more than 7 days before escalating
• •Maintain detailed documentation of all transactions and communications
• •Use multiple complaint channels (PhonePe, RBI, Consumer Forum) for serious issues
• •Know your rights under RBI's failed transaction guidelines
• •Be persistent, professional, and patient throughout the process

PhonePe, like all payment service providers, has legal obligations to resolve customer complaints. By following this comprehensive guide and maintaining proper documentation, you significantly increase your chances of successful resolution.

Remember: Failed transactions, unauthorized debits, and cashback disputes are service deficiencies that entitle you to refunds and compensation. Don't hesitate to assert your consumer rights.

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Disclaimer: This guide is for informational purposes only and does not constitute legal advice. For specific legal guidance, consult a qualified legal professional. Company contact details and procedures are subject to change; always verify current information on official websites.

Last Updated: January 2025

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