**Consumer Grievance Number: 2953282 | Grievance Reg Date: 2021-09-09 15:12:44
Payment of Rs.4046/- made twice to Merchant - Jockey wear at Dombivali East (Thane) location through SBI Yono App, however the amount was not credited to beneficiary and money got deducted from my account which has still not been reversed. Later I had to make 3rd payment through Gpay post which I got the product.
This email is in reference to the failed UPI payments that I had on 15th Jun’21 (2 months since then) with State Bank of India. I had twice made payment to Jockey wear through UPI from YONO app, however both transactions did not go through. The amount of Rs.4046 has been deducted twice, but merchant did not receive it. I called customer care same day, and was informed that the amount will be reversed within 48 hours of failed transaction but still it did not happen. I waited for a week to get the amount reversed but no luck. I called customer service and was asked to raise dispute through YONO app but every time I try to raise, it gave me an error message (photo attached) despite me selecting the correct dispute type. After all the struggle, I called up SBI YONO customer service team and an executive managed to raise complaints# 59122334/ 57938468/ 56695981 for me. On 3rd Aug, all 3 complaints were resolved by SBI requesting to provide transaction reference number although I had shared the details with executive. I called up again to YONO customer care confronting the same, but all I received was an apology statement and there were 2 new complaints# 61902240/ 61902705 raised by executive and I was given a turnaround time of 15 straight days (not working days). I agreed and waited for the same to be resolved. On 12th Aug, both complaints were resolved by SBI with comments - “We would like to inform you that we have raised a chargeback with the beneficiary bank for transaction reference number 116609309488 beneficiary bank will respond with the status within turnaround time of 15 days prescribed by NPCI. Regards, Bhim SBI Pay”. I reached out to customer care again to get the issue escalated and got a new complaint# 63499779. I reached out to twitter handle of SBI to get resolution, but till date, there has been no resolution to my complaint and even amount has not been reversed. With this complaint I am expecting my amount of 8092 to be reversed ASAP and also need compensation from State Bank of India for the harassment given being its customer.
Company remark on my grievance:
Madam/Dear Sir, We have checked with the Merchant Bank and Merchant has denied the refund request by confirming that either Goods / services has been provided to the customer or refund has been already processed. Please check with the merchant. Note: We hope you have downloaded the latest version of BHIM APP to enjoy a superior payment service. For any further queries/grievance request you to call on 1800-120-1740. Also if you are not satisfied with the resolution provided or if you want to provide more information on a previously lodged complaint, you can visit https://www.bhimupi.org.in/get-touch and click on “Others” category and provide your previous Complaint number for our reference.
Moreover, I even tried to seek help from shop owner but there was no assistance provided from his side. I tried reaching on https://www.bhimupi.org.in/get-touch for further help, however there was nothing that could be done on the link.