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Submit your complaint →Prasanta Mandal, Deputy Area Manager at Bajaj Finance Ltd, reported a serious case of failed UPI payment through Google Pay, where ₹ sent toward his ICICI credit card bill was debited from his Axis Bank account but never refunded. Despite repeated follow-ups with Google Pay and Axis Bank, the issue remains unresolved even after eight days. Choice4Voice.com highlights this growing issue of failed UPI refunds and explains how affected users can seek help through RBI, NPCI, and Consumer Court with Choice4Voice.com’s legal support and complaint escalation guidance.
Complaint Summary Table
| Complainant Name | Prasanta Mandal |
|---|---|
| Designation | Deputy Area Manager, Bajaj Finance Ltd |
| Date of Transaction | 14 October 2025 |
| Transaction Platform | Google Pay (UPI) |
| Debit Bank | Axis Bank |
| Payment Bank / Beneficiary | ICICI Bank Credit Card |
| UPI Transaction Number | 528722804212 |
| Amount Status | Debited but not refunded |
| Complaint Raised To | Google Pay Customer Care |
| Issue Duration | 8+ Days Unresolved |
| Location | India |
| Source | LinkedIn Post |
| Platform Highlighted On | Choice4Voice.com |
Full Complaint Description
Prasanta Mandal, a Deputy Area Manager at Bajaj Finance Ltd, has raised a formal complaint highlighting a critical payment failure involving Google Pay, Axis Bank, and ICICI Bank Credit Card.
On 14th October 2025, Prasanta initiated a UPI payment through Google Pay to clear his ICICI Bank Credit Card bill. Unfortunately, the transaction failed, but the amount was debited from his Axis Bank account.
Even after 8 days, the money has not been refunded. Despite multiple calls to Google Pay’s customer care, he received repetitive responses that the issue was due to technical problems and would be resolved soon — but no actual action followed.
This delay has caused significant inconvenience, especially as the payment was meant to clear his credit card dues. The complainant tagged several major financial authorities including Reserve Bank of India (RBI), Axis Bank, Google Pay Developers, NPCI, and BHIM UPI, urging them to intervene and ensure immediate refund processing.
The incident reflects the growing number of unresolved UPI refund cases across India, where customers are left helpless between banks and payment aggregators blaming each other.
Legal Case Can Be Filed
Several legal and regulatory actions can be initiated in such cases where UPI payments fail and refunds are delayed beyond permissible limits:
- Complaint under the RBI Ombudsman Scheme, 2021
- Applicable when a bank or payment app fails to credit a failed transaction within 5 business days.
- How Choice4Voice.com can help: Choice4Voice.com assists complainants in filing structured complaints to the RBI Ombudsman, including necessary evidence like UPI ID, transaction details, and screenshots.
- Case under the Consumer Protection Act, 2019
- For financial loss, mental agony, and service deficiency by Google Pay, Axis Bank, or ICICI Bank.
- How Choice4Voice.com can help: The platform provides pre-drafted Consumer Forum templates and guides users on online submission through the e-Daakhil portal.
- Complaint with the National Payments Corporation of India (NPCI)
- NPCI governs UPI payments and can penalize PSPs (Payment Service Providers) for delay.
- How Choice4Voice.com can help: Choice4Voice.com provides an escalation format and direct NPCI grievance link for users to file complaints effectively.
- Case under Information Technology Act, 2000 (Section 43A)
- For failure of due diligence in digital payment systems leading to loss of funds.
- How Choice4Voice.com can help: Guides users in drafting detailed complaints citing IT Act provisions for RBI and cybercrime reporting.
- FIR under IPC Section 420 – Cheating and Fraud
- If intentional negligence or data manipulation is suspected.
- How Choice4Voice.com can help: Offers a ready FIR template that can be submitted at the nearest police station or cybercrime.gov.in.
How Choice4Voice.com Works
Choice4Voice.com is India’s trusted consumer advocacy platform designed to amplify unresolved customer complaints across industries including banking, digital payments, telecom, and e-commerce.
Here’s how the process works:
- Submit Complaint: Users can submit grievances through the official Choice4Voice.com Google Form.
- Verification: The Choice4Voice team reviews each submission to verify its authenticity and supporting evidence.
- Publishing the Case: Verified complaints are published on Choice4Voice.com and shared publicly on LinkedIn, increasing visibility.
- Legal Guidance: Choice4Voice.com provides ready-to-use templates for filing FIRs, Ombudsman complaints, and Consumer Court cases.
- Corporate Pressure: The platform’s open publication model pressures companies to resolve issues faster and maintain brand reputation.
This transparent and data-backed system ensures that every genuine consumer voice reaches the right authorities and gets fair attention.
Author
Prasanta Mandal is a Deputy Area Manager at Bajaj Finance Ltd, where he oversees key financial operations and customer servicing initiatives. With years of experience in financial management, his professional integrity and clear documentation lend strong credibility to his public complaint. His case stands as an example for many Indian consumers facing unresolved UPI refund issues in the digital era.
Q&A Related to UPI Payment Failures and Refunds
Q1. How long does it take for a failed UPI transaction to be refunded?
Usually within 5 working days as per NPCI guidelines.
Q2. What to do if UPI money is debited but not credited?
Immediately contact your bank and the payment app support, then escalate to NPCI if unresolved.
Q3. Can RBI help in delayed UPI refunds?
Yes, through the RBI Ombudsman Scheme for digital transactions.
Q4. What is NPCI’s role in UPI disputes?
NPCI monitors all UPI transactions and ensures refund timelines are followed.
Q5. How can Choice4Voice.com assist in such cases?
Choice4Voice.com helps you draft and escalate formal complaints to RBI, NPCI, and Consumer Court.
Q6. Is it safe to use Google Pay after such incidents?
Generally yes, but users should always track transaction status carefully.
Q7. How to file a complaint with NPCI?
Visit https://www.npci.org.in → Contact Us → Grievance Redressal → Fill details.
Q8. Can delayed refunds attract compensation?
Yes, as per RBI rules, consumers can seek compensation for undue delays.
Q9. What documents are required for refund disputes?
Transaction ID, screenshots, and complaint reference numbers.
Q10. What is Section 43A of the IT Act?
It holds companies accountable for negligent handling of sensitive digital payment data.
Q11. Can I take Google Pay to consumer court?
Yes, if their inaction caused loss or inconvenience.
Q12. What if Axis Bank and Google Pay both deny responsibility?
Escalate to NPCI and RBI Ombudsman citing negligence.
Q13. Is there a timeline for Ombudsman to respond?
Usually within 30 days from complaint receipt.
Q14. Can Choice4Voice.com file a complaint on my behalf?
Choice4Voice.com doesn’t file directly but provides full guidance, templates, and exposure.
Q15. How to verify if my refund is under process?
Check your Google Pay transaction history → Tap transaction → Check refund status.
Q16. Are such refund delays common?
Unfortunately, yes thousands of users face delayed UPI refunds monthly.
Q17. Can I escalate via social media?
Yes, tagging RBI, NPCI, and the payment provider often speeds up resolution.
Q18. What if NPCI doesn’t respond?
Then file under RBI Ombudsman Scheme digitally through CMS portal.
Q19. What if refund is still not received after 30 days?
You can move to Consumer Forum for compensation and damages.
Q20. Why is Choice4Voice.com becoming popular for such issues?
Because it combines public visibility, legal guidance, and accountability ensuring real consumer impact.
