Google PayKriti Gupta reports a failed Google Pay payment of ₹1,18,156 from ICICI Bank to HDFC Bank credit card. Refund still pending despite repeated complaints. Choice4Voice.com explains consumer rights, legal remedies, and escalation process.
Complaint Summary : Google Pay Refund Complaint: Kriti Gupta’s ₹1,18,156 Failed Transaction Case
| Details | Information |
|---|---|
| Complainant Name | Kriti Gupta |
| Not Disclosed | |
| Complaint Type | Refund Not Issued |
| Company/Brand | Google Pay |
| Product/Service | UPI Transaction (ICICI Bank → HDFC Bank Credit Card) |
| Transaction Amount | ₹1,18,156 |
| Order/Transaction Date | 3 September 2025 |
| Company’s Response | “Issue escalated, please wait” |
| Additional Comments | Refund not processed, credit card due date 21 September 2025, risk of penalties and credit score damage. |
Detailed Complaint Report
On 3rd September 2025, Kriti Gupta attempted to pay her HDFC Bank credit card bill of ₹1,18,156 through Google Pay from her ICICI Bank account. The transaction failed, but the amount was debited.
Since then, she has raised multiple complaints with Google Pay support, providing all transaction details. However, she only receives a generic response: “Issue escalated, please wait”, with no concrete resolution.
The delay has placed her at serious financial risk since her credit card due date is 21st September 2025. If the refund does not happen immediately, she could face late payment charges, heavy interest, and damage to her credit history.
Such unresolved payment failures highlight significant lapses in accountability from Google Pay, ICICI Bank, and HDFC Bank.
Legal Remedies Available
If Google Pay and the concerned banks do not resolve the issue, the complainant has the following legal options:
- Consumer Protection Act, 2019
- Case for deficiency in service can be filed in Consumer Disputes Redressal Commission.
- RBI Regulations on Failed Transactions
- RBI mandates that failed UPI transactions must be reversed within 5 working days. Violation can be escalated to RBI Ombudsman.
- NPCI (National Payments Corporation of India) Guidelines
- NPCI enforces settlement timelines. Delays can be challenged via NPCI grievance redressal.
- Bharatiya Nyaya Sanhita (BNS), 2023
- Section 316 – Cheating (taking money without service).
- Section 337 – Criminal Breach of Trust (withholding refund).
- Section 292 – Fraudulent Misrepresentation in financial transactions.
- Information Technology Act, 2000
- Section 66 penalizes false or misleading electronic representations.
Choice4Voice.com’s Intervention
At Choice4Voice.com, featuring this case is the first step to ensure public accountability and awareness.
If the issue remains unresolved, Choice4Voice.com will file a legal case under the following authorities and departments on behalf of the complainant:
- District Consumer Forum under Consumer Protection Act, 2019.
- RBI Ombudsman for violation of refund timelines.
- NPCI Grievance Redressal against delayed UPI reversal.
- Cybercrime Cell under IT Act, 2000 for electronic misrepresentation.
- Local Police / Magistrate Court under BNS sections (Cheating & Breach of Trust).
Thus, Choice4Voice.com ensures not only public attention but also direct legal escalation if brands and financial platforms fail to resolve genuine consumer grievances.
FAQs on Google Pay Refund Delays
Q1. How long should Google Pay take to refund a failed UPI transaction?
As per RBI guidelines, refunds must be processed within 5 working days.
Q2. What can I do if Google Pay does not refund my money?
You can raise a complaint with RBI Ombudsman, NPCI, or file a case under Consumer Protection Act, 2019.
Q3. Can I claim compensation for late refund from Google Pay?
Yes, under the Consumer Protection Act, you may claim compensation for financial loss and harassment.
Q4. Can ICICI Bank or HDFC Bank be held responsible in this case?
Yes. Both banks are part of the UPI transaction chain and share accountability.
Q5. What is the role of NPCI in UPI complaints?
NPCI manages the UPI system and enforces settlement timelines. Consumers can escalate disputes through NPCI.
Q6. Can late refunds affect my credit score?
Yes, if the amount is linked to a credit card payment, delay may cause late fees and negative credit score impact.
Q7. Can I approach Cybercrime Cell for such issues?
Yes, especially if there is evidence of digital fraud or misrepresentation.
Q8. What laws apply to Google Pay refund delays in India?
- Consumer Protection Act, 2019
- RBI UPI Guidelines
- NPCI Rules
- BNS (Cheating & Breach of Trust)
- IT Act, 2000
Q9. Can I demand interest on delayed refunds?
Yes. Courts may award interest on withheld amounts.
Q10. How do I file a complaint with RBI Ombudsman?
Via the RBI Complaint Management System (CMS) online portal.
Q11. What evidence should I keep for legal escalation?
Maintain transaction ID, bank SMS, screenshots, and support emails.
Q12. Can I file a joint complaint against Google Pay and banks?
Yes. Both Google Pay, ICICI Bank, and HDFC Bank can be made parties in a consumer case.
Q13. Does RBI penalize payment apps for refund delays?
Yes. Non-compliance with RBI timelines can attract penalties.
Q14. Can I file an FIR under cheating laws?
Yes, under BNS Section 316 (Cheating) and Section 337 (Breach of Trust).
Q15. What happens if refund is not processed before my credit card due date?
You should pay separately to avoid penalties and later claim reimbursement + damages.
Q16. Can Choice4Voice.com take legal action on my behalf?
Yes. Choice4Voice.com can assist in filing cases in Consumer Court, RBI Ombudsman, NPCI, and Cybercrime Cell.
Q17. Is Google Pay accountable under Indian law?
Yes. Google Pay operates under RBI and NPCI regulations.
Q18. Can I seek damages for mental harassment in such cases?
Yes. Courts may award compensation for stress and inconvenience.
Q19. What is the safest way to escalate unresolved UPI complaints?
Escalate first with the bank → NPCI → RBI Ombudsman → Consumer Forum.
Q20. Does this case qualify as financial fraud?
Yes, if refund is deliberately withheld, it can be classified as financial fraud under BNS and IT Act.
Final Word
The complaint raised by Kriti Gupta highlights the grave risks consumers face with digital payment platforms like Google Pay when large-value transactions fail.
Choice4Voice.com has published this case as the first step of awareness. If unresolved, we will escalate under Consumer Protection Act, RBI Ombudsman Scheme, NPCI guidelines, Cybercrime Cell (IT Act), and BNS criminal provisions.
Consumers must remain vigilant and aware of their legal rights and remedies in financial transaction disputes.
