Where And How To File A Complaint For Online Fraud, UPI scams And Otp Fraud?

India’s digital payment boom, powered by UPI, mobile banking, and contactless payment systems, has made day-to-day transactions faster as well as easier. But with this convenience comes a surge in online fraud: phishing scams, vishing (voice phishing), SIM-swap attacks, fake apps and websites, QR-code scams, and UPI PIN compromise.

Most of the victims often lose money within minutes, as well as resolving these disputes involves banks, NPCI, law enforcement, and consumer courts.

This article explains common types of UPI/OTP fraud, where you need to complain, RBI rules on customer protection, important court judgments, as well as the practical steps for recovery, making it valuable for victims, lawyers, banks, and policymakers.

Types of Fraud 

Phishing and Fake-App Traps That Look Real

There was a case where a WhatsApp link perfectly mimicked a bank’s official website. The victim entered card and UPI details, and within minutes, their account was emptied.

Vishing – When a “Bank Officer” Calls You

One client said, “The caller knew my last transaction and spoke like a professional banker.” It was all social engineering to get the OTP.

SIM-Swap Fraud – The Silent Account Takeover

In one matter, the victim’s phone suddenly lost network. By the time they contacted the telecom provider, a duplicate SIM had already been issued, and the fraudster had reset their bank passwords.

QR Code and Merchant Name Spoofing

There was a case where a shop’s QR sticker was swapped. Payments went straight to a mule account.

UPI PIN Compromise – The Most Misunderstood Scam

Many victims still think UPI uses OTP. It doesn’t. The 6-digit PIN is like your ATM PIN; once entered on a fake app, it’s game over.

Where to Advise Clients to Complain First?

From experience, the order of action matters:

1. Call your bank’s cyber fraud desk; don’t waste time on general customer care.
2. Email a written complaint so there’s a paper trail.
3. Lodge a cyber crime report at www.cybercrime.gov.in.
4. If no action in 24 hours, escalate to NPCI for UPI cases.
5. If the bank delays beyond RBI timelines, go to the Banking Ombudsman or Consumer Forum.

What the Law and RBI Guidelines Actually Mean?

From real disputes:

• RBI zero liability rule: If you report immediately and didn’t share PIN/OTP, you can get a full refund.
• Limited liability rule: If you delay reporting, your refund may be partial or denied.
• NPCI UPI rules: They can direct banks to credit your account if timelines are breached.
• IT Act and Penal Code: Let you pursue criminal action against fraudsters.

Court Cases That Have Shaped Legal Strategy

• Poona Auto Ancillaries v. PNB (2018): Banks can’t ignore KYC failures.
• Hare Ram Singh v. RBI (2024–25): Clarified when zero liability applies.
• SBI v. Rajesh Garg (2024): UPI PIN sharing = customer negligence.
• Consumer Forum Wins: There are clients who were awarded compensation for mental agony when banks delayed action.

 Golden Rules to Maximise Recovery: How to File?

1. Report within minutes, not hours.
2. Never admit to sharing an OTP or PIN; it can ruin your claim.
3. Document everything: emails, SMS, screenshots.
4. Push the bank to freeze beneficiary accounts immediately.
5. Escalate if there’s no update within RBI deadlines.

Real Case That Proves Quick Action Works

• A client lost ₹1.4 lakh via UPI fraud. 
• We at the law firm are helping a client to get the account blocked within 15 minutes through the Cyber cell 1930 complaint process.
• Sent legal notice to the beneficiary’s bank.
• Result: ₹1.05 lakh recovered in 19 days by the Cyber cell.
• Lesson: Speed and persistence are more powerful than waiting for the police alone.

Policy Gaps Noticed While Handling These Cases

• Telecom operators often issue duplicate SIMs too easily.
• Many bank employees don’t know RBI refund timelines.
• Victims aren’t aware that consumer forums can order refunds with interest.

Conclusion 

UPI and OTP frauds are not the end of the road. There are several clients who get full refunds when they act fast, keep evidence, and push through the right channels. If you remember nothing else from this article:

• Speed matters.
• Don’t share credentials.
• Escalate if the bank delays.

One can talk to a lawyer from Lead India for any kind of legal support. In India, free legal advice online can be obtained at Lead India. Along with receiving free legal advice online, one can also ask questions to the experts online for free through Lead India.

FAQs

1. How long does the bank take to refund money lost in UPI fraud?

As per RBI guidelines, banks must resolve unauthorised transaction complaints within 90 days, but refunds can happen earlier if the liability is clearly on the bank.

2. Can I file both a police complaint and a consumer court case for UPI fraud?

Yes. A police complaint addresses the criminal aspect, while a consumer court case can help you claim compensation for bank negligence.

3. What proof should I collect to strengthen my refund claim?

Save transaction IDs, SMS alerts, call logs, complaint reference numbers, and screenshots of any suspicious messages or apps.

4. Can NPCI directly refund my money in a UPI fraud case?

No, NPCI doesn’t process refunds directly. It directs your bank to follow UPI dispute resolution timelines.