Bank dispute for an unauthorised transaction

Written and verified by the Grahak Mitra research team — an independent project documenting digital consumer self-help in India.

Last updated: 3 October 2026

To dispute an unauthorised transaction, notify your bank immediately and in writing, get a complaint reference number, and keep every record. The bank then investigates. If the bank has not replied within 30 days — or its reply does not satisfy you — you can escalate to the RBI Integrated Ombudsman, and you have 90 days to do it. Reporting quickly matters: under the RBI framework the sooner you report, the stronger your position.

If this was fraud (a third party got your money), also call 1930 and file at cybercrime.gov.in — start with the first-hour guide. For who bears the loss, see the RBI zero-liability rules. This page is the formal dispute process itself.

What to have ready before you file

The dispute, step by step

1. Notify the bank immediately — in writing. Use whichever is fastest: the bank's app, netbanking message centre, the registered dispute email, the 24×7 fraud helpline, or the branch. A written, dated notice is what protects you.
2. State clearly that the transaction was unauthorised and ask the bank to block further debits and, where relevant, the card or UPI.
3. Get a complaint reference number and note the date and time you reported. Ask for written acknowledgement.
4. Let the bank investigate. Banks are expected to acknowledge the complaint and investigate the disputed debit. Respond promptly to any request for details.
5. Follow up using your reference number and keep a dated log of every call, email, and reply.
6. If the bank has not replied within 30 days, or its reply does not satisfy you, escalate to the RBI Ombudsman — see below for the time limit.

How long it takes — honestly

Banks are expected to acknowledge your complaint and investigate the disputed transaction, and to keep you informed. The RBI sets specific time limits around complaint handling and, under the customer-liability framework, around how the disputed amount is treated while the case is examined — the exact day-counts are set by the RBI and can change, so the current figures are on the linked RBI source. The dependable shape to hold on to: report at once, get it in writing, and if the bank has not replied within 30 days, or its reply does not satisfy you, escalate within the Ombudsman's 90-day window. A refund is never automatic and is not guaranteed while the case is investigated.

Beware a second scam: the only ways to dispute a debit are your own bank, and — for fraud — 1930 and cybercrime.gov.in. Anyone who phones or messages offering to recover your money for a fee — a "recovery agent", "refund officer", or fake "cyber cell" — is a fresh fraud. No genuine dispute or refund requires you to pay first. Never pay to get your money back.

If the bank doesn't resolve it: escalate

A bank's refusal or silence is not the end. Keep every complaint reference, then escalate:

• RBI Integrated Ombudsman (cms.rbi.org.in) — the free, independent route for a bank or payment-system grievance the bank did not resolve. You must have complained to your bank first. If it has not replied within 30 days (or a longer time that RBI, NPCI or card-network rules set), or its reply does not satisfy you, you can file with the Ombudsman. File within 90 days of that waiting period ending or of the bank's last reply, whichever is later. You will need your bank complaint reference number.
• National Consumer Helpline (1915) — general consumer grievance support.

All of these are linked below so you can act directly.