विफल और अनधिकृत लेनदेन

Failed and unauthorised transactions

Money debited for a transaction that failed must come back by a fixed day, or the bank pays for the delay. Money taken by fraud you did not cause is the bank's loss, not yours, if you report it in time. Both rules turn on dates, so act on the day.

Guide: R-6
Category: D-1
Report fraud: At once
Reviewed: October 2026

3working days

to report a third-party fraud for zero liability

10working days

for the bank to credit the disputed amount to you

T+5days

the outer limit for reversing a failed ATM debit

₹100a day

compensation for each day of delay beyond the limit

Part 1

Failed transactions

विफल लेनदेन

Under the RBI's framework on turnaround time for failed transactions, in force since October 2019.³

Failed transaction	Reversal due by	Compensation after that
ATM: account debited, cash not dispensed	T + 5 days	₹100 a day
Card to card transfer: beneficiary not credited	T + 1 day	₹100 a day
Card at a shop (PoS): account debited, merchant not confirmed	T + 5 days	₹100 a day
IMPS: account debited, beneficiary not credited	T + 1 day	₹100 a day
UPI to a person: beneficiary not credited	T + 1 day	₹100 a day
UPI to a merchant: account debited, merchant not confirmed	T + 5 days	₹100 a day

T is the day of the transaction. The reversal, and any compensation due, are to be made without your having to claim them. If they are not, claim them in writing with the transaction reference.³

Part 2

Unauthorised transactions

अनधिकृत लेनदेन

Under the RBI's directions on limiting the liability of customers in unauthorised electronic banking transactions.⁴

How the fraud happened, and when you reported it	Your liability
The bank's own fraud, negligence or deficiency, whether or not you reported it	Zero
A breach elsewhere in the system, neither yours nor the bank's, reported within 3 working days	Zero
A breach elsewhere in the system, reported within 4 to 7 working days	Limited to the transaction value or a cap of ₹5,000, ₹10,000 or ₹25,000, whichever is lower, according to the type of account
A breach elsewhere in the system, reported after 7 working days	As fixed by the bank's board-approved policy
Your own negligence, such as sharing an OTP, PIN or password	The whole loss until you report it; the bank bears any loss after your report

Credit within 10 working daysThe bank must credit the amount involved to your account within 10 working days of your report, pending its inquiry.⁴
Resolution within 90 daysThe complaint must be resolved, and your liability established, within 90 days of your report.⁴
The bank must prove itThe burden of proving that you are liable for an unauthorised transaction lies on the bank, not on you.⁴
No loss of interestYou are not to lose interest on a debit or bank account, or bear extra interest on a credit card, while the matter is resolved.⁴

Part 3

What to do

क्या करें

Within minutes
Block and reportBlock the card or UPI access through the bank's app or official helpline. Report the transaction to the bank through its official channel and note the reference with the date and time.
The same day, for fraud
Report to the cyber crime helplineCall 1930 or report at cybercrime.gov.in. Early reporting can help hold the money in the receiving account.⁵
Within 3 working days
Complain in writingSend the letter below to the bank's grievance officer, quoting the transaction references and your earlier report.
By working day 10
Check the creditFor an unauthorised transaction reported in time, the amount should be credited to you within 10 working days.
On delay or rejection
EscalateWrite to the Nodal Officer and Principal Nodal Officer, then file before the RBI Ombudsman, free of charge.⁶

Part 4

Letters to the bank

बैंक को पत्र

One for fraud, one for a failed transaction. Complete the bracketed particulars.

Unauthorised transactionsWithin 3 working days

To,
The Grievance Redressal Officer,
[Name of the bank], [Branch]

Subject: Unauthorised electronic transactions in Account / Card No. [last four digits]

Madam or Sir,

1. The following transactions in my account were not made or authorised by me:

   [Date and time]  [Channel: UPI / card / net banking]  [Amount]  [Reference]
   [Date and time]  [Channel]  [Amount]  [Reference]

2. I reported them to your institution on [date] at [time] through [channel], reference [number], and to the National Cyber Crime Helpline, acknowledgement [number].

3. I have not shared my OTP, PIN or password with any person. [State any relevant facts.]

4. Under the directions of the Reserve Bank of India on customer protection in unauthorised electronic banking transactions, I request you to:
   (a) credit the amount involved to my account within 10 working days of my report;
   (b) resolve the complaint within 90 days;
   (c) inform me in writing of the outcome, and of the basis of any liability you assert, the burden of proof of which lies on the bank.

[Name]
[Email address]
[Date]

Open in my email Have the Bureau send it

Failed transaction: reversal and compensationAfter the reversal date

To,
The Grievance Redressal Officer,
[Name of the bank], [Branch]

Subject: Reversal and compensation for failed transaction, Reference [number]

Madam or Sir,

1. On [date], my account was debited Rs. [amount] for a [ATM withdrawal / UPI payment / IMPS transfer / card payment], reference [number], which failed. [Cash was not dispensed / the beneficiary was not credited / the merchant did not confirm the payment.]

2. The amount [has not been reversed / was reversed only on (date)].

3. Under the framework of the Reserve Bank of India on turnaround time for failed transactions, the reversal was due by [T+1 / T+5], and compensation of Rs. 100 is payable for each day of delay beyond that date, without the customer having to claim it.

4. I request the reversal, if not already made, and the compensation due for the delay.

[Name]
[Email address]
[Date]

Open in my email Have the Bureau send it

Part 5

Evidence to keep

रखने योग्य प्रमाण

SMS and email alerts of each debit
Screenshots of the failed transaction with its reference
The time and reference of your report to the bank
The 1930 or cybercrime.gov.in acknowledgement
Your account statement for the period
Your written complaint and each reply

Part 6

Questions

प्रश्न

I shared an OTP with a caller. Will I get my money back?

Where the loss arises from the customer's own negligence, such as sharing an OTP, the customer bears the loss until the transaction is reported. Report it at once: the bank bears any loss after your report. Whether you were in fact negligent is for the bank to prove.⁴

The bank says I was negligent. Must I prove I was not?

No. The burden of proving customer liability in an unauthorised electronic transaction lies on the bank.⁴

My UPI payment failed but the money left my account. How long must I wait?

For a transfer to a person, the reversal is due by the next day. For a payment to a merchant, within five days. Beyond that, ₹100 a day is payable.³

Do these rules apply to wallets and NBFCs?

Similar rules on customer liability apply to prepaid payment instruments and to many NBFCs under their own RBI directions. Write to the provider's grievance officer in the same way, and escalate to the RBI Ombudsman, which covers them.

Part 7

Other guides

अन्य मार्गदर्शिकाएँ

Case Registry

A grievance left unanswered is a grievance not yet registered.