June 25, 2019

How to file online complaint with Ombudsman for Digital Transaction failures?

RBI Yesterday launched an online platform where you can file an online complaint with Ombudsman for digital transaction failures. I think this is a wonderful move for all of us.

file online complaint with Ombudsman for Digital Transaction failures

Before jumping into understanding the procedure to file an online complaint with Ombudsman for digital transaction failures, let us understand what is a digital transaction and how many options are currently available in India to transfer the fund.

What is the meaning of Digital Transaction?

It is the way of payment or money transfer from one hand to another without using the cash, cheque or DD mode of payment. It is also called as electronic payment. It is an instant and convenient way of making payments or receive the payments.

Think about how the transactions used to happen just a few years back. We have to visit the bank or ATM to withdraw cash. Whenever we buy something or have to make a payment, we have to do it through cash, cheque or DD mode. The receiver has to visit the bank to deposit the cash, cheque or DD.

However, due to digital transaction mode, neither payer nor receiver needs to visit the bank.

Types of Digital Transactions in India

Types of Digital Payments in India

Currently, there are 10 modes of digital transactions in India. Let us discuss in a simple way about each of them.

# Banking Cards

I no need to explain how one can make a payment using the Bank Cards (whether it may be Debit or Credit Card). It is the simple way of digital transaction, where you swap the card, enter your PIN and the transaction get completed.

# USSD

USSD Banking or *99# Banking is one more simple of doing banking transactions. You no need to have a smartphone to operate this facility. You can use this service for many financial and non-financial operations such as checking balance, sending money, changing MPIN and getting MMID.

USSD banking has a transaction limit of Rs. 5000 per day per customer. RBI has also set a maximum charge of Rs. 2.5 per operation.

#AEPS

AEPS means Aadhaar Enabled Payment System. Using this facility, you can do the transactions like Balance Enquiry, Cash Withdrawal, Cash Deposit, Aadhaar to Aadhaar funds transfer or Payment Transactions (C2B, C2G Transactions).

Fund transfer will be limited as per your bank’s guidance.

# UPI

UPI or Unified Payments Interface is a system that powers multiple bank accounts into a single mobile application (of any participating bank), merging several banking features, seamless fund routing & merchant payments into one hood.

Each Bank provides its own UPI App for Android, Windows and iOS mobile platform(s). You can do the transactions like Balance Enquiry, Transaction History, Send / Pay Money, Virtual Address (A/c no. & IFSC code, Mobile no. and MMID, Aadhaar (to be made functional)),  Collect Money (Virtual Address),  Add bank account, Change / Set MPIN, Notifications and A/c Management.

The limit as of now is Rs.1 lakh per transaction. You need a smartphone with an internet connection.

There are many good UPI apps available such as BHIM, SBI UPI app, HDFC UPI App, iMobile, PhonePe app etc. It is not mandatory to use the UPI app from your bank to enjoy UPI service. You can download and use any UPI app.

# Mobile Wallets

A mobile wallet is a way to carry cash in digital format. You can link your credit card or debit card information in a mobile device to mobile wallet application or you can transfer money online to a mobile wallet. Instead of using your physical plastic card to make purchases, you can pay with your smartphone, tablet, or smartwatch. An individual’s account is required to be linked to the digital wallet to load money in it. Most banks have their e-wallets and some private companies. e.g. Paytm, Freecharge, Mobikwik, Oxigen, mRuppee, Airtel Money, Jio Money, SBI Buddy, itz Cash, Citrus Pay, Vodafone M-Pesa, Axis Bank Lime, ICICI Pockets, SpeedPay etc.

I no need to explain in detail about Mobile Wallets as it is the most popular way of digital transactions.

# Banks Pre-Paid Cards

Using the banks provided Pre-Paid Cards, you do the online transactions. You have to load the money to the card using a branch or internet banking facility. Once it is loaded, then you can do the transactions. Loading wallet is mostly free. Transaction cost may vary from bank to bank.

You will get the services like Balance Enquiry, Passbook/ Transaction history, Add money (Bank A/c, All Cards), Accept Money, Pay money (Another wallet (mobile no.) with same provider, Pay merchant, Bar Code reader, Cash-Out (Cash withdrawal), Touch and Pay), Manage Profile and Notifications.

# Point Of Sale

A point of sale (PoS) is the place where sales are made. On a macro level, a PoS may be a mall, a market or a city. On a micro level, retailers consider a PoS to be the area where a customer completes a transaction, such as a checkout counter. It is also known as a point of purchase.

# Internet Banking

Using Internet Banking, you can do many banking transactions online (inclusive of fund transfer) like a request for a card, address change, nominee change, create FD, RDs or request for cheque book.

Hence, using internet banking facility, one no need to visit the bank nowadays.

# Mobile Banking

Mobile banking is a service provided by a bank or other financial institution that allows its customers to conduct different types of financial transactions remotely using a mobile device such as a mobile phone or tablet. It uses software, usually called an app, provided by the banks or financial institution for the purpose. Each Bank provides its own mobile banking App for Android, Windows and iOS mobile platform(s).

# Micro ATMs

Micro ATM meant to be a device that is used by a million Business Correspondents (BC) to deliver basic banking services. The platform will enable Business Correspondents (who could be a local kirana shop owner and will act as ‘micro ATM’) to conduct instant transactions.

This would enable a person to instantly deposit or withdraw funds regardless of the bank associated with a particular BC. This device will be based on a mobile phone connection and would be made available at every BC. Customers would just have to get their identity authenticated and withdraw or put money into their bank accounts. This money will come from the cash drawer of the BC. Essentially, BCs will act as bank for the customers and all they need to do is verify the authenticity of the customer using customers’ UID. The basic transaction types, to be supported by micro ATM, are Deposit, Withdrawal, Fund transfer and Balance enquiry.

How to file online complaint with Ombudsman for Digital Transaction failures?

By now you understood the types of digital transactions and their importance in our day to day life. However, one of us may face certain issues or problems while doing transactions. There may be transaction failures also.

In such a situation, what to do?

You have to knock the Ombudsman for Digital transactions only when you followed the below process at first. Otherwise, your complaint will not be entertained with Ombudsman for Digital Transactions. Hence, bear these below points before knocking the Ombudsman for Digital Transactions.

# First write a complaint with System Participant in relation to your issues about the digital transaction.

# Wait for 30 days time from the System participant.

# In case of no or unsatisfactory response, within one year from the date of rejection of your complaint or 13 months from filing the complaint, then knock the Ombudsman.

# If you are dissatisfied with the ombudsman’s decision, you can approach the appellate authority— office of the deputy governor in charge of RBI’s department for overseeing the ombudsman.

# If this too fails, you can file a case in the consumer forums or approach the courts.

# Also, make sure that you have all valid proof before you jump into the complaint.

# The complaint must not be frivolous or vexatious in nature.

# The complaint must not pertain to disputes arising from a transaction between customers (you or your friend).

Now let us understand the procedure on how to file online complaint with Ombudsman for Digital Transaction Failures.

As I told earlier, RBI launched an online platform for this purpose calling as a “Complaint Management System” or CMS.

# Visit the CMS Website.

# It is a single platform to knock the ombudsman online, for Banking, NBFCs and Digital Transaction Failures.

# Documents required for knocking the Ombudsman are-Your name and postal/billing address with Telephone No., Fax no., Email address, Name and address of the branch/bank/entity or its registered office against which you are complaining, Facts of the case with supporting documents (if any), Your Account number/it card number for card related complaints/other details, Nature and extent of the loss caused and relief sought thereof and any other supporting documents.

# Knowing your Juristriction is also important. Hence, refer this list to know who is your Ombudsman for Digital Transaction.

# A complete tutorial on how to file online complaint with Ombudsman for digital transactions is explained nicely HERE.

# Using the above platform, you can also track your complaint online itself.

Hope this information will bring a sigh of relief for those who are facing the issues with Digital Transaction Failure settlements. Let us hope for the best and do share your experience with Ombudsman for Digital Transaction. This will really help the other readers too.

Refer my recent post related to online fund transfer:-

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