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Submit your complaint →Awish Aggarwal raises a complaint against Delhi Metro Rail Corporation (DMRC) for failed Paytm metro card recharge and delayed refunds. Learn about the issue, legal options, and how Choice4Voice.com can help.
Complaint Summary : DMRC Complaint – Awish Aggarwal Reports Metro Recharge Failure & Refund Issues
| Details | Information |
|---|---|
| Complainant Name | Awish Aggarwal |
| Company/Brand | Delhi Metro Rail Corporation (DMRC) |
| Complaint Type | Recharge Failure / Refund Delay |
| Product/Service | Metro Smart Card Recharge |
| Issue Description | Multiple recharge attempts failed via Paytm and metro counter, amount deducted twice, refund delayed (10 days). |
| Date of Incident | September 2025 |
| Company’s Response | Refund will be processed in 10 days; no immediate resolution |
| Complaint ID (if any) | Not disclosed |
| Original LinkedIn Post URL | View Complaint |
Full Complaint Details
Awish Aggarwal, a student and daily commuter, raised a complaint against Delhi Metro Rail Corporation (DMRC) regarding a failed metro card recharge and delayed refunds.
According to his account:
- He recharged her metro card via Paytm.
- Amount was deducted, but recharge did not reflect on his card.
- Customer care responded: “server down, try later.”
- He attempted again in the evening same issue.
- He then tried recharging at a metro counter again, amount deducted, card not recharged.
- Metro staff informed him that the refund would take 10 days.
Meanwhile, Awish had to spend extra money to buy QR tickets daily, which is unfair for students and commuters dependent on metro travel.
He questioned whether such repeated technical failures and refund delays were acceptable for DMRC and if other commuters were facing the same issue.
How Choice4Voice.com Can Help
Choice4Voice.com specializes in consumer advocacy and can play an important role in ensuring DMRC addresses such recurring issues.
- Public Exposure: Publishing complaints like Awish’s on our website and LinkedIn helps draw public attention to unresolved commuter issues.
- Regulatory Escalation: We can help escalate complaints to DMRC’s grievance redressal cell, Paytm grievance officer, and the Consumer Forum.
- Legal Guidance: Providing information on legal remedies available for refund delays, unfair practices, and service deficiency.
- Draft Templates: Ready-to-use drafts for filing complaints to DMRC, RBI (for payment gateway issues), and consumer forums.
- Continuous Follow-up: Ensuring the refund is processed within stipulated timelines and future recurrence is prevented.
Legal Cases That Can Be Filed
- Consumer Protection Act, 2019
- Grounds: Deficiency in service, unfair trade practice, and harassment due to delayed refund.
- RBI Ombudsman Complaint (if Paytm involved)
- As Paytm acts as a payment service provider regulated by RBI, failed transaction refunds must be credited within 5 working days.
- Information Technology Act, 2000
- If digital payment systems repeatedly fail, legal remedies under IT Act for electronic payment failures may apply.
- IPC Section 420 (Cheating)
- If it is established that the amount was wrongfully deducted without refund, intentional misrepresentation may be considered.
Departments & Authorities Where Complaints Can Be Filed
- DMRC Grievance Redressal Cell – First level escalation.
- Paytm Grievance Officer – For failed transaction disputes.
- RBI Ombudsman (Digital Transactions) – For refund delays beyond 5 working days.
- District Consumer Forum – For seeking refund + compensation.
- Cybercrime Portal – If fraud or misuse of funds suspected.
Pre-Drafted Complaint Templates
1. Complaint Email to DMRC
Subject: Failed Metro Card Recharge & Refund Delay – Request for Immediate Action
Dear Sir/Madam,
I recharged my metro card via Paytm and also at a metro counter, but both transactions failed despite deduction of money. I was informed that refunds would take 10 days. As a daily commuter, this has caused financial strain. I request urgent refund processing and corrective measures to prevent such issues.
Sincerely,
[Your Name]
2. RBI Ombudsman Complaint (if via Paytm)
Subject: Complaint Regarding Failed Digital Payment Refund
Respected Sir/Madam,
This is to lodge a complaint against Paytm for failure to process refund for metro card recharge within the RBI-mandated 5-day period. Kindly direct them to credit the amount immediately and ensure compliance.
Sincerely,
[Your Name]
Brand Background – Delhi Metro Rail Corporation (DMRC)
- Founded: 1995
- Headquarters: New Delhi
- Services: Metro rail operations across Delhi-NCR
- Customer Base: Millions of daily commuters
- Past Issues: Technical glitches in smart card recharge, QR ticket failures, refund delays, long queues at customer care.
Suggested Solutions
- Refunds must be processed within 48 hours of failed transactions.
- DMRC should integrate real-time refund mechanism with digital payment apps.
- Stronger customer grievance system with escalation timelines.
- Transparency for commuters through SMS/email updates on refunds.
Q&A Section – Detailed Consumer Guidance
1. Why do metro card recharges fail via Paytm or counters?
This usually happens due to server downtime, technical glitches between DMRC and payment gateways, or synchronization errors in card systems.
2. How long should refunds for failed metro recharge take?
RBI mandates that refunds for failed digital transactions must be processed within 5 working days.
3. What can commuters do if refunds are delayed beyond 5 days?
They can escalate the matter to Paytm grievance cell, DMRC customer care, and then file a complaint with the RBI Ombudsman.
4. Can a consumer file a complaint in the Consumer Forum for refund delay?
Yes. Refund delay is a form of deficiency in service, and consumers can seek compensation.
5. Can students and daily commuters claim compensation for financial losses?
Yes. Apart from refund, commuters may claim extra travel costs and mental harassment compensation.
6. What are RBI rules on failed transaction refunds?
RBI requires banks and payment gateways to refund failed transactions within T+5 working days (where T = date of transaction).
7. Is DMRC responsible or Paytm?
Both are responsible. DMRC handles recharge validation, while Paytm handles the payment side. The failure lies in system coordination.
8. How can commuters track refunds?
Refunds can be tracked via Paytm app, bank SMS alerts, or by contacting DMRC helpline.
9. What are DMRC’s refund policies?
Refunds for failed recharges usually take 7–10 working days, but in cases of RBI-regulated digital payments, it should not exceed 5 days.
10. Can Choice4Voice.com help in such disputes?
Yes. Choice4Voice.com can draft escalation complaints, amplify the issue, and guide through RBI Ombudsman or Consumer Court filings.
11. What legal remedy applies here?
The Consumer Protection Act, 2019 applies since commuters are consumers of DMRC services.
12. Is there a way to avoid recharge failures?
Yes, commuters should try recharging at non-peak hours, keep transaction proof, and ensure Paytm/UPI servers are working.
13. Can QR tickets be a permanent alternative to metro cards?
While QR tickets are a backup, they may cost slightly more and are not a substitute for the flexibility of smart cards.
14. Can commuters demand immediate cash refund at counters?
Generally, no. Refunds are processed digitally to the source account. However, DMRC should set up instant refund counters.
15. What happens if refund is never received?
Consumers can file a legal complaint in Consumer Court and demand double the deducted amount as compensation.
16. Can Paytm be penalized for system failure?
Yes. If proven non-compliant with RBI’s refund timelines, penalties can be imposed.
17. Are such failures common in metro systems?
Yes, but frequent failures highlight system inefficiency and poor infrastructure investment.
18. Can commuters join together for a collective complaint?
Yes. Multiple commuters facing similar issues can file a class-action complaint in Consumer Forum.
19. Is it safe to recharge metro cards online?
Yes, but only if the system is stable. Consumers must keep transaction IDs and screenshots as proof.
20. Can commuters request compensation for extra QR tickets bought?
Yes. In Consumer Forum, they can demand reimbursement of QR ticket costs along with refund of failed recharge.
