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Submit your complaint →Tourism professional Geetanjali Kakkar raises a complaint against HDFC Bank after a failed UPI transaction deducted ₹20,000 during her solo travel abroad. Choice4Voice.com explains legal options, complaint process, and how customers can seek faster resolutions.
Complaint Summary : HDFC Bank Complaint – Geetanjali Kakkar Alleges UPI Failure Abroad, ₹20,000 Stuck During Travel
| Details | Information |
|---|---|
| Complainant Name | Geetanjali Kakkar |
| Company/Brand | HDFC Bank |
| Complaint Type | Failed UPI transaction / Service failure |
| Product/Service | HDFC Bank UPI/Card transaction |
| Issue Description | ₹20,000 deducted for failed UPI payment abroad; HDFC Bank stated refund may take up to 1 month |
| Date of Incident | During ongoing travel abroad |
| Company’s Response | Advised 30-day resolution timeline |
| Current Status | Complaint unresolved |
Full Complaint Story
Tourism professional Geetanjali Kakkar recently shared her frustrating experience with HDFC Bank’s customer service while traveling solo abroad.
She attempted to make a UPI payment worth ₹20,000 to a local merchant using her HDFC card. Although the merchant did not receive the payment, the amount was instantly deducted from her account.
When she contacted HDFC Bank, she was informed that the resolution and refund process could take up to one month. For a solo traveler relying on a fixed budget, this delay created a serious financial crisis during her journey.
Geetanjali highlighted her disappointment with how HDFC Bank prioritizes aggressive sales targets such as credit cards and new products over strengthening their customer service systems. She emphasized that banks must prioritize resolving critical issues, especially for customers in vulnerable situations abroad.
This complaint raises broader questions about banking transparency, dispute resolution timelines, and consumer rights in digital payments.
How Choice4Voice.com Can Help
At Choice4Voice.com, we assist consumers like Geetanjali in ensuring their complaints are taken seriously. Our role includes:
- Publishing Complaints Publicly – We amplify consumer voices on our website and LinkedIn, making it difficult for large institutions to ignore customer grievances.
- Drafting Legal Complaint Letters – We provide pre-drafted templates for filing complaints with bank grievance cells, RBI Ombudsman, and consumer forums.
- Guidance on Escalation – We explain step-by-step how to escalate unresolved issues from bank-level complaints to regulatory authorities.
- Consumer Awareness – By covering such cases, we push for stronger accountability in banking services, ensuring that customer experience is not neglected.
Applicable Legal Cases
Several legal and regulatory remedies may apply in this case:
- Banking Ombudsman Complaint (RBI):
- Applicable under RBI’s Ombudsman Scheme for deficiency in banking services.
- Case: Failed UPI transaction, delayed refund, negligence in customer support.
- Consumer Protection Act, 2019:
- Case: Deficiency in Service – Unreasonable delay in resolving failed transactions, causing financial hardship.
- Information Technology Act, 2000:
- Case: Technical failure in digital transactions leading to financial loss.
- Contractual Liability:
- As per RBI guidelines, banks are required to ensure timely refunds for failed transactions. Non-compliance may lead to penalties.
Departments Where Complaint Can Be Filed
- HDFC Bank Internal Grievance Redressal Cell
- First step: Submit a written/email complaint to the bank’s nodal officer.
- Reserve Bank of India (RBI) Ombudsman
- If unresolved within 30 days by the bank, escalate to the RBI Ombudsman through the CMS Portal.
- National Consumer Helpline (NCH) / Consumer Court
- File complaint under deficiency in service.
- Cybercrime Reporting Portal (if linked to technical frauds).
Step-by-Step Complaint Filing Guide
- Contact HDFC Bank (Level 1)
- File a written complaint with the branch manager or via official grievance email.
- Keep acknowledgment for proof.
- Escalate to HDFC Nodal Officer (Level 2)
- If no resolution within 7 days, approach the nodal officer.
- RBI Ombudsman (Level 3)
- File complaint online via RBI’s CMS portal: https://cms.rbi.org.in
- Attach transaction details, screenshots, and previous complaint reference numbers.
- Consumer Court (Final Step)
- If refund is excessively delayed, file under Consumer Protection Act for compensation.
Pre-Drafted Complaint Templates
We provide ready-to-use templates for:
- FIR / Police complaint (if fraud suspected)
- RBI Ombudsman complaint
- Consumer Forum petition
- Bank grievance escalation email
(Templates available at Choice4Voice.com upon request.)
HDFC Bank – Company Background
- Founded: 1994
- Headquarters: Mumbai, India
- Services: Banking, UPI, credit cards, loans, insurance, investments
- Known Issues: Customer service delays, hidden charges, sales pressure tactics
Official Contact:
- Website: www.hdfcbank.com
- Email (Customer Care): support@hdfcbank.com
- RBI Ombudsman: cms.rbi.org.in
Q&A Section
Q1. What should I do if my UPI payment fails but money is deducted?
If a UPI payment fails but the amount is deducted, first check if the refund is processed automatically within 24–48 hours. If not, raise a complaint with your bank immediately with the transaction ID.
Q2. How long does HDFC Bank take to refund failed UPI transactions?
HDFC Bank generally takes T+1 working day (transaction day + 1) as per NPCI rules, but in some cases, it can take up to 30 days, which can be challenged under RBI guidelines.
Q3. Can I file a case if the bank delays my refund?
Yes. Under the Consumer Protection Act, 2019, customers can file for deficiency in service if banks delay refunds unreasonably.
Q4. What are my rights as a banking consumer in India?
As per RBI guidelines, banks must ensure:
- Refund for failed transactions within 5 days (UPI/IMPS).
- No unfair charges without prior consent.
- Proper grievance redressal within 30 days.
Q5. Can a failed UPI transaction cause financial hardship during travel?
Yes. For travelers, such failures can freeze essential funds. In such cases, consumers can demand faster intervention citing emergency needs.
Q6. How to file a complaint with RBI Ombudsman?
Visit https://cms.rbi.org.in, select “Banking” as the category, upload proof, and submit the complaint.
Q7. What happens if the bank ignores my complaint?
If the bank ignores or delays your complaint beyond 30 days, the RBI Ombudsman will take over, and compensation may also be awarded.
Q8. Is HDFC Bank known for customer service delays?
Many customers have reported delays in grievance redressal, particularly in failed digital transactions and credit card disputes.
Q9. Can I approach Consumer Court against HDFC Bank?
Yes. File under deficiency in service and claim compensation for financial loss and mental stress.
Q10. What are the RBI rules for failed UPI transactions?
- Refund must be initiated within T+1 working day.
- In case of delay, the bank is liable to pay compensation.
Q11. Can failed UPI transactions happen abroad?
Yes, if the card is linked to UPI or used on international platforms, technical errors may still occur.
Q12. How can I track my HDFC Bank complaint status?
You can track via the official HDFC grievance redressal page or by calling customer care with your complaint reference number.
Q13. What is the National Consumer Helpline number?
The NCH toll-free helpline is 1800-11-4000. Complaints can also be filed at consumerhelpline.gov.in.
Q14. How to ensure my refund is processed faster?
Escalate immediately to the nodal officer and provide written proof that the funds are urgently required.
Q15. Can a bank legally hold customer money for one month?
Not for failed UPI transactions. RBI mandates faster settlements. A one-month delay is unacceptable and challengeable.
Q16. Does RBI allow banks to delay refunds during travel emergencies?
No. RBI requires all failed transaction refunds to be completed quickly. Emergency circumstances make a stronger case for immediate resolution.
Q17. Can I demand compensation from HDFC Bank?
Yes. If you face financial or mental stress due to delays, you can demand compensation through Consumer Court or Ombudsman.
Q18. What documents are required for filing a case?
- Transaction ID
- Bank statement
- Complaint reference numbers
- Emails exchanged with the bank
Q19. Can Choice4Voice.com help me with drafting complaints?
Yes. Choice4Voice.com provides pre-drafted FIRs, Ombudsman complaints, and consumer forum templates to make filing easier.
Q20. What lessons can travelers learn from this case?
Always keep multiple payment options, monitor transactions in real time, and know your rights under RBI’s refund rules.
Author Section
Complainant: Geetanjali Kakkar
Profession: Tourism Professional
Complaint Against: HDFC Bank
