Binit Rai filed a complaint against Paytm for failed UPI transaction of ₹21,000 (Ref No. 691093061134). Refund not credited despite RBI guidelines and medical emergency. Choice4Voice.com explains legal remedies and how we help consumers.
Complaint Summary
| Details | Information |
|---|---|
| Complainant Name | Binit Rai |
| Hidden For Privacy | |
| Company/Brand | Paytm |
| Complaint Type | Refund Not Credited |
| Product/Service | UPI Transaction |
| Ticket / Ref No. | Ticket ID: 200000159651, UPI Ref No. 691093061134 |
| Transaction Amount | ₹21,000 |
| Issue Description | Transaction failed but money was debited. Refund not credited despite proof. |
| Date of Incident | September 2025 |
| Company’s Response | Misleading SMS marking issue as “resolved” |
| Additional Context | Complainant urgently needed funds due to medical emergency |
Detailed Complaint
On initiating a UPI payment of ₹21,000 through Paytm, the amount was deducted from the complainant’s bank account but the transaction failed.
Despite sharing a bank account statement as proof, Paytm repeatedly marked the case as “resolved” via SMS without actually refunding the money.
The seriousness of this case lies in the fact that Binit Rai is facing a medical emergency where immediate funds were required. Paytm’s lack of urgency has caused:
- Financial loss of ₹21,000
- Emotional distress due to medical urgency
- Trust issues with digital payment platforms
Legal Provisions Applicable
Here are the possible legal angles under which the complainant can seek remedy. In every case, Choice4Voice.com and our legal team can assist consumers step by step.
1. Consumer Protection Act, 2019
- Non-refund constitutes deficiency in service and unfair trade practice.
- The complainant can file a case at the Consumer Disputes Redressal Commission.
- How Choice4Voice.com helps: We draft and file complaints with District, State, or National Consumer Forum depending on the transaction amount. We also prepare legal notices on behalf of the consumer.
2. RBI Guidelines on UPI & Digital Payments
- RBI mandates that failed UPI transaction refunds must be completed within 5 working days.
- Non-compliance gives the right to escalate the matter to the Banking Ombudsman / RBI Ombudsman.
- How Choice4Voice.com helps: Our legal team prepares escalation letters to RBI and ensures Paytm complies with financial regulations.
3. Information Technology (E-commerce) Rules, 2020
- Digital intermediaries like Paytm must ensure timely refunds, transparency, and consumer protection.
- Violation of these rules allows the consumer to approach MeitY (Ministry of Electronics & IT).
- How Choice4Voice.com helps: We guide consumers in filing IT Act-based complaints with central regulators.
4. Indian Penal Code (IPC) – Cheating / Misrepresentation
- If funds are deducted without a valid transaction and not refunded, it may amount to criminal breach of trust (Section 406 IPC) or cheating (Section 420 IPC).
- How Choice4Voice.com helps: Our legal experts assist in drafting police complaints or FIRs if criminal elements are evident.
5. Contract Act, 1872
- Any digital transaction creates a contract between the consumer and the service provider. Non-performance (refund not processed) is a breach of contract.
- How Choice4Voice.com helps: We prepare legal notices under contract law, compelling companies to refund.
Choice4Voice.com – How We Help Consumers
At Choice4Voice.com, our mission is to empower consumers who are ignored by companies. Our business model ensures:
- Complaint Publication: Genuine cases are published on our website and shared widely on LinkedIn to create public pressure.
- Legal Assistance: Our in-house legal experts analyze each complaint and suggest remedies under consumer law, RBI rules, and IT regulations.
- Authority Escalation: We assist in filing cases with RBI, Ombudsman, NCH (National Consumer Helpline), Consumer Court, or Police authorities.
- Neutral Platform: We don’t favor either party. Our aim is resolution, not defamation.
- Community Power: By publishing real consumer stories, we ensure brands take responsibility faster due to public accountability.
Recommended Action for Paytm
- Immediate Refund of ₹21,000 to the original payment source.
- Written Clarification on why RBI’s 5-day refund rule was violated.
- Compensation for hardship caused during a medical emergency.
Frequently Asked Questions
Q1. What is the complaint against Paytm?
Refund of ₹21,000 not credited after failed UPI transaction.
Q2. Who is the complainant?
Binit Rai.
Q3. What proof is available?
Bank account statement confirming deduction.
Q4. How long has the refund been pending?
Over 48 hours, violating RBI’s 5-day rule.
Q5. Why is this case urgent?
The complainant is facing a medical emergency.
Q6. What law protects the consumer?
Consumer Protection Act, 2019.
Q7. What RBI guidelines apply here?
Refunds for failed UPI transactions must be completed in 5 working days.
Q8. Can Paytm be held accountable legally?
Yes, under consumer law, RBI rules, and IT Act.
Q9. What compensation can be claimed?
Refund of ₹21,000 plus compensation for stress and delay.
Q10. What support does Choice4Voice.com provide?
We help in filing consumer complaints, RBI escalation, and legal action.
Q11. Where can escalation be made?
Consumer Court, RBI Ombudsman, NCH, and MeitY.
Q12. What sections of IPC may apply?
Sections 406 (criminal breach of trust) and 420 (cheating).
Q13. What steps should Paytm take immediately?
Refund the money, issue written explanation, and offer compensation.
Q14. How can customers escalate if refund is delayed?
Approach RBI Ombudsman and Consumer Court.
Q15. Is refund mandatory if a UPI transaction fails?
Yes, refund is mandatory under RBI regulations.
Q16. What are IT Rules 2020 obligations for Paytm?
Transparency and timely refund.
Q17. Can Choice4Voice.com help in police complaints?
Yes, if cheating or fraud elements exist.
Q18. What makes this case different?
It involves a medical emergency, increasing urgency.
Q19. What is the expected outcome?
Refund of ₹21,000 + compensation.
Q20. How can consumers avoid such issues?
Keep proof of deductions, escalate quickly, and use platforms like Choice4Voice.com.
