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Submit your complaint →Mr. Suraj Kisroo from Jammu has accused HDFC Bank and Reliance Digital of negligence after a credit card payment for a mobile purchase was debited but not received by the merchant. Despite repeated follow-ups since October 16, 2025, no refund has been issued. The customer alleges rude behavior by HDFC Bank staff and non-compliance with RBI refund guidelines.
Complaint Summary
| Particulars | Details |
|---|---|
| Complainant Name | Suraj Kisroo |
| Complainant Role | Bachelor of Arts Student, Indira Gandhi National Open University |
| Date of Transaction | October 16, 2025 |
| Amount Involved | Not specified (Payment for mobile purchase) |
| Bank Name | HDFC Bank |
| Merchant Name | Reliance Digital, Jammu Jewel |
| Complaint Number | 25289536908 |
| Issue Type | Failed Transaction / Refund Delay / Staff Misconduct |
| People Involved (HDFC Bank) | Ms. Payal (Customer Support), Mr. Dheeraj (Escalation Team), Ms. Gaurangi (Dispute Department) |
| Complainant’s Concern | Amount debited but not received by merchant; no refund issued even after 13 days |
| Company’s Response | Repeated delays and inconsistent replies |
| Status | Unresolved as of October 28, 2025 |
Full Complaint Details
Mr. Suraj Kisroo, a student pursuing a Bachelor of Arts from Indira Gandhi National Open University, has lodged a serious complaint against HDFC Bank and Reliance Digital after facing an unresolved payment issue.
On October 16, 2025, Mr. Kisroo used his HDFC Bank credit card to purchase a mobile phone at Reliance Digital, Jammu Jewel. Although the amount was debited from his card, Reliance Digital did not receive the payment.
When he reached out to HDFC Bank customer support, the team assured him that the issue would be resolved within three working days. However, even after 13 days, there has been no refund or credit to his account.
During his interactions, Mr. Kisroo claims that the responses from customer support were inconsistent, with every representative providing a different explanation. He specifically named staff members Payal (Customer Support Executive), who was allegedly rude and unprofessional; Mr. Dheeraj (Escalation Team), who failed to resolve the complaint; and Ms. Gaurangi (Dispute Department), who allegedly stated that HDFC Bank does not follow RBI guidelines.
The complainant has accused HDFC Bank of customer harassment and non-compliance with RBI’s failed transaction refund policy. He has also warned both HDFC Bank and Reliance Digital of legal action, including complaints to the RBI, Consumer Court, and a potential police complaint.
Key Issues Highlighted
- Amount debited from HDFC Bank credit card but not received by Reliance Digital.
- Delay in refund beyond the RBI-prescribed 5-day timeline for failed transactions.
- Alleged unprofessional and rude behavior by HDFC Bank staff.
- Failure to provide a consistent or factual resolution.
- Possible violation of RBI Circular on Failed Digital Transactions.
- Emotional distress and harassment caused due to negligence and misinformation.
RBI Guidelines on Failed Transaction Refunds
As per the Reserve Bank of India (RBI) circular dated September 20, 2019, banks must:
- Credit customers for failed card transactions within 5 working days.
- Pay compensation of ₹100 per day for each day of delay beyond the deadline.
- Provide written acknowledgment and tracking for all complaints.
- Ensure escalation within 30 days to the Banking Ombudsman if unresolved.
HDFC Bank’s delay of over 13 days in refunding Mr. Kisroo’s money is a clear violation of RBI guidelines.
Legal Remedies Available
| Issue | Authority to Approach | Relief Available |
|---|---|---|
| Failed Credit Card Transaction | RBI Ombudsman | Refund + ₹100/day penalty |
| Deficiency in Banking Service | Consumer Forum | Compensation for mental distress |
| Rude Staff Behavior | HDFC Bank Nodal Officer | Disciplinary action on employees |
| Non-Compliance with RBI Guidelines | Reserve Bank of India | Regulatory penalty on the bank |
| Merchant Non-Receipt of Payment | Reliance Digital Grievance Cell | Coordination for refund confirmation |
Step-by-Step Guide to File a Complaint
Step 1: Write to HDFC Bank Grievance Redressal Team
Include complaint number, transaction details, and demand refund per RBI norms.
Email: grievance.redressal@hdfcbank.com
Website: https://leads.hdfcbank.com/applications/webforms/apply/grievance-redressal
Step 2: Escalate to HDFC Bank Nodal Officer
If unresolved within 7 working days, write to:
Email: nodalofficer@hdfcbank.com
Attach complaint number (25289536908), written communication, and transaction proof.
Step 3: File a Complaint with the RBI Ombudsman
If still unresolved after 30 days, escalate to RBI’s official portal:
Attach:
- Credit card statement showing the debit
- Bank acknowledgment of complaint
- Proof of correspondence
Step 4: File Case in Consumer Forum
If refund and compensation are not received, approach your district Consumer Forum.
Claim compensation for:
- Monetary loss
- Emotional distress
- Negligence and misbehavior by bank staff
Sample Email to HDFC Bank
Subject: Request for Urgent Refund – Failed Transaction at Reliance Digital (Complaint No: 25289536908)
Dear Sir/Madam,
On October 16, 2025, I made a credit card payment at Reliance Digital (Jammu Jewel). The amount was debited from my HDFC Bank card, but the merchant did not receive the payment. Despite multiple assurances, no refund has been processed after 13 days.
Please initiate an urgent reversal and confirm compliance with RBI’s refund guidelines.
Regards,
Suraj Kisroo
Credit Card Holder – HDFC Bank
How Choice4Voice.com Can Help
At Choice4Voice.com, we empower consumers like Mr. Suraj Kisroo who face unresolved issues with banks and merchants.
We help by:
- Drafting escalation emails and refund requests
- Filing RBI Ombudsman and Consumer Forum complaints
- Publishing verified cases to increase public accountability
- Guiding customers through the complete redressal process
If you’ve faced delayed refunds or failed transactions, submit your complaint via Choice4Voice.com to get professional help and visibility.
Frequently Asked Questions (FAQs)
Q1. How long should HDFC Bank take to refund a failed credit card transaction?
Within 5 working days as per RBI guidelines.
Q2. What compensation is applicable if the refund is delayed?
₹100 per day for each day of delay beyond the 5-day window.
Q3. Can I hold Reliance Digital responsible for a failed transaction?
If the merchant didn’t receive the payment, responsibility primarily lies with the bank to reverse the debit.
Q4. What is the RBI Complaint Management System?
It’s an official portal to file online complaints against banks – https://cms.rbi.org.in.
Q5. Can I file both police and consumer complaints simultaneously?
Yes, for financial loss and mental harassment, both remedies can be pursued.
Q6. How to prove that the transaction failed?
Provide screenshots of your credit card statement and merchant confirmation.
Q7. Are HDFC Bank employees accountable for rude behavior?
Yes, complaints against staff misconduct can lead to disciplinary action.
Q8. What happens if the merchant later receives the payment?
The refund request should be automatically canceled and the merchant must confirm receipt.
Q9. Does RBI intervene directly in customer disputes?
RBI oversees the complaint via the Ombudsman and can order refund and compensation.
Q10. What’s the role of Choice4Voice.com in such cases?
We ensure that unresolved consumer issues gain visibility and reach the right authorities through transparent escalation.
