Made under: RBI circular, 6 July 2017
Dispute and chargeback request to your bank — card or UPI fraud
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Exactly as it appears on your Aadhaar or ID.
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This is the number the bank traces the money with. Copy it character by character.
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The document
To,
The Branch Manager / Nodal Officer
________________
Subject: Dispute of an unauthorised / fraudulent transaction — request for chargeback, reversal, and a lien on the beneficiary account.
Made under: RBI circular DBR.No.Leg.BC.78/09.07.005/2017-18 dated 6 July 2017 (Customer Protection — Limiting Liability of Customers in Unauthorised Electronic Banking Transactions); the card network's chargeback rules and the NPCI dispute-resolution process for UPI.
Sir / Madam,
1. I am ________________, resident of ________________, mobile ________________, email ________________, holding account / card ending ________________ with your bank.
2. On ________________ the following transaction was made from my account without my authorisation / as a result of fraud:
Amount: ₹________________
Reference (UTR / RRN): ________________
Sent to: ________________
3. What happened:
________________
4. I reported this to the National Cyber Crime Reporting Portal / helpline 1930; the acknowledgement number is ________________.
5. Under the RBI circular of 6 July 2017, where a customer reports an unauthorised transaction within three working days, the customer's liability is nil; the bank must credit (shadow-reverse) the amount within ten working days of the notification, and must resolve the complaint within ninety days.
I therefore request that you:
(a) register this dispute and give me a complaint number;
(b) raise a chargeback / UPI dispute with the beneficiary bank and the network;
(c) request the beneficiary bank to mark a lien on, or freeze, the amount in the receiving account, quoting the cybercrime acknowledgement above;
(d) credit the amount to my account as the circular requires; and
(e) send me the transaction details and logs needed for the police complaint.
Yours faithfully,
________________
________________
Place: ________________
Date: ________________What to attach
- Tell the bank within three working days — that is what keeps your liability at nil.
- The 1930 / cybercrime.gov.in acknowledgement number.
- The bank statement and the transaction SMS or app screenshot.
- No satisfactory reply in 30 days: use the RBI Ombudsman draft.