The Reserve Bank of India has set out specific safeguards for unauthorised digital transactions, along with a formal complaints route for customers who don’t get relief from their bank.
Flag unauthorised debits without delay
If you spot a transaction you never made, notify your bank immediately through its official channels. Under RBI norms, customers bear zero liability in certain cases, provided the unauthorised transaction is reported within three working days of the bank’s alert. Delaying the report can raise how much liability falls on you, so don’t wait until your next statement arrives to flag it.
Put your reversal request in writing
Calling the bank helps, but it shouldn’t be your only step. File a formal written complaint — through the bank’s app, portal, email, or a branch visit — specifying the date, amount and the reason the debit appears wrong. Hold on to the complaint reference number, email trails, screenshots and any bank responses. Where RBI’s unauthorised-transaction rules apply, banks must credit the disputed amount provisionally within 10 working days of being informed, subject to the liability rules in force.
When it’s an overcharge, not fraud
Sometimes the issue isn’t an unauthorised transaction but simply an incorrect charge — an unexplained fee, a repeated debit, or an amount that doesn’t match the bank’s stated tariff. Here, ask the bank to justify the charge with reference to its terms and show you the calculation. Preserve your account statement, the fee schedule and all related correspondence — a well-documented file strengthens your case considerably.
Let the bank respond before you escalate
You typically need to raise the issue with your bank first before taking it to the RBI Ombudsman. The Reserve Bank–Integrated Ombudsman Scheme, 2026, in force since July 1, 2026, offers a free redressal mechanism for service deficiencies by covered financial entities. You become eligible to approach the Ombudsman once 30 days pass without a reply, or if you’re unhappy with the bank’s response.
Take it to the RBI if the bank fails you
Should your bank not settle the matter to your satisfaction, you can lodge a complaint via RBI’s Complaint Management System. This process comes at no cost, and RBI’s helpline (14448) can guide you on complaint status and procedure. Complaints filed under the 2026 scheme must satisfy its eligibility conditions and be submitted within the specified window following the bank’s reply or the lapse of its response deadline.
Stay alert until it’s fully resolved
Filing a complaint doesn’t mean the matter is settled — keep monitoring your account for further irregular debits and track whether the reversal actually comes through. If a temporary credit is issued, hang on to all related proof until the case is formally closed. Going forward, turn on transaction alerts and check your statements regularly. No wrongful debit is too small to challenge — report anything unauthorised and question unexplained charges, and always keep your evidence in order.
