Sudhanshu Sharma, a Quality Analyst, shares his negative experience with Airtel Payments Bank’s NCMC card while commuting in New Delhi. From failed recharges to blocked metro exits, lack of top up machines, and poor customer support, commuters face serious inconvenience. This article highlights the complaint in detail, explores user pain points, and provides guidance for others facing similar issues.
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Complaint Summary
| Field | Details |
|---|---|
| Customer Name | Sudhanshu Sharma |
| Profession | Executive Quality Analyst |
| Company/Brand | Airtel Payments Bank |
| Product/Service | NCMC Card (National Common Mobility Card) |
| Issue Type | Metro commute issues – recharge, updates, blocked exits |
| Complaint Date | August 2025 |
| Location | New Delhi Metro |
| Issue Description | Recharges not updating in real-time, blocked exits, missing top-up infrastructure, poor customer care support |
| Status | Unresolved |
| Original LinkedIn Post | View Post Here |
Detailed Complaint by Sudhanshu Sharma
Sudhanshu Sharma, an experienced Executive Quality Analyst, expressed his deep frustration over Airtel Payments Bank’s NCMC (National Common Mobility Card), which he initially adopted to simplify his New Delhi Metro commutes. Instead of convenience, the card has created constant hassles and financial stress.
According to him:
- Each recharge leads to long customer care queues just to get the balance updated.
- Many times, the card does not show the latest balance, leading to denial of exit at metro gates.
- Even after topping up, the system often does not reflect the recharge until after the commuter pays a penalty.
- Critical infrastructure like top-up machines are absent in most metro stations (he notes 99% of stations lack them).
- The portable card update devices rarely work and depend heavily on network connectivity, which ironically often fails on Airtel’s own network.
- Complaints of similar issues are widespread across platforms like Reddit, Quora, and YouTube, proving it is not an isolated case.
Sudhanshu stated that if he had read reviews earlier, he would never have signed up for Airtel Payments Bank’s NCMC Card.
Why This Complaint Matters
The National Common Mobility Card (NCMC) was launched in India to make payments seamless for metro, bus, parking, and retail transactions. Airtel Payments Bank markets this product as a modern travel solution. However, Sudhanshu’s case highlights:
- Gaps between expectations and reality.
- Technical infrastructure failures that directly affect daily commuters.
- Customer inconvenience in critical public transport systems where reliability is non-negotiable.
- Lack of transparency and proactive communication by the bank.
When commuters face blocked gates, penalties, and failed recharges, the very purpose of a digital mobility card is defeated.
Key Problems Faced by Airtel Payments Bank NCMC Card Users
1. Recharge & Balance Update Delays
- Users recharge online but the amount does not reflect instantly.
- Balance updates only after additional effort, often after incurring penalties at metro gates.
2. Insufficient Infrastructure
- 99% metro stations lack top-up machines.
- Existing machines rarely function.
- Portable update devices fail without strong network signals.
3. Customer Care Inefficiency
- Long queues for balance updates.
- No quick resolutions at the spot.
- Repeated complaints remain unaddressed.
4. Financial Losses
- Paying penalties to exit gates despite having recharged.
- Losing transaction history after failed updates.
5. Broken Customer Trust
- Public transport is a necessity, not a luxury.
- Unreliable services shake consumer confidence in digital banking products.
Consumer Rights in Such Cases
Under RBI and consumer protection laws, commuters facing such issues have rights:
- Transparency: Banks must ensure clear, upfront communication about recharge timelines and processes.
- Refunds: If recharges fail or penalties are wrongly charged, customers can seek refunds.
- Grievance Redressal: Airtel Payments Bank is required to resolve complaints within 30 days.
- Escalation: If not resolved, consumers can escalate to Banking Ombudsman / RBI.
Steps Airtel Payments Bank Should Take
- Real-Time Recharge Updates – Ensure recharges reflect instantly at metro gates.
- Better Infrastructure – Install functional top-up machines across all stations.
- Training for Support Staff – Enable faster resolution at customer care counters.
- Transparency in Communication – Inform users about possible delays and workarounds.
- Public Acknowledgment – Address widespread complaints openly to rebuild trust.
Guidance for Consumers Facing Similar Problems
- Keep Proof of Transactions – Always save recharge receipts and screenshots.
- Escalate Complaints – First raise a ticket via Airtel Payments Bank app → escalate to nodal officer if unresolved.
- Approach Metro Authorities – File complaints with Delhi Metro Rail Corporation (DMRC).
- File RBI Ombudsman Complaint – If Airtel Payments Bank fails to respond in 30 days.
- Explore Alternatives – Consider NCMC cards issued by other banks like SBI, ICICI, or Paytm.
Q&A Section
1. What is an NCMC Card?
The National Common Mobility Card (NCMC) is a prepaid card that can be used for metro, bus, parking, retail, and toll payments.
2. Why is Sudhanshu Sharma unhappy with Airtel Payments Bank’s NCMC card?
Because the card often fails to update recharges, blocks metro exits, and causes penalties despite having funds.
3. Does Airtel NCMC card work instantly after recharge?
In many cases, no. Users report delays in balance updates.
4. What happens if my metro card does not update after recharge?
You may be forced to pay a penalty to exit and later see the recharge reflected.
5. Why are there no top-up machines at most metro stations?
Lack of proper infrastructure rollout is a major reason. Reports suggest 99% of stations lack machines.
6. Can Airtel NCMC card balance be updated online?
Recharge can be done online, but balance reflection often requires physical validation at a machine.
7. Is Airtel Payments Bank responsible for failed transactions?
Yes. As per RBI guidelines, the issuing bank is accountable for failures.
8. What can I do if my NCMC card is blocked at the metro gate?
Approach customer service, provide proof of recharge, and request manual validation.
9. Are there alternatives to Airtel NCMC cards?
Yes. Banks like SBI, ICICI, and Paytm Payments Bank issue NCMC cards.
10. Can I get a refund for penalties wrongly charged?
Yes. Customers can demand refunds from Airtel Payments Bank.
11. How do I file a complaint against Airtel Payments Bank?
You can complain via the Airtel Payments Bank app, their nodal officer email, or escalate to RBI Ombudsman.
12. How long should Airtel take to resolve NCMC issues?
As per RBI, the resolution must be provided within 30 days.
13. Why does my Airtel NCMC card not show transaction history?
Technical glitches often cause the loss of transaction data temporarily.
14. Does Delhi Metro support all NCMC cards?
Yes, but functionality depends on the issuing bank’s backend systems.
15. Can poor Airtel network cause NCMC card issues?
Yes. Portable update devices require strong signals, which often fail.
16. How reliable are NCMC cards in India?
They are still evolving. Some banks provide better support than others.
17. What is the benefit of using NCMC cards?
Convenience — one card for metro, bus, toll, and retail payments.
18. Why should Airtel improve its NCMC services?
Because public transport commuters rely on reliability even small failures cause daily disruption.
19. Can consumers sue Airtel Payments Bank?
Yes, consumers can file a case in the Consumer Court if issues remain unresolved.
20. Where can I read real user reviews about NCMC cards?
Platforms like Quora, Reddit, YouTube, and consumer forums share detailed experiences.
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