Mistakes, Fraud and Complaints
Credit card complaint in India: issuer first, then the RBI Ombudsman under the 2026 scheme
How to complain about a credit card in India in 2026 — issuer grievance route, billing disputes in 30 days, chargebacks, and the Reserve Bank – Integrated Ombudsman Scheme, 2026 on cms.rbi.org.in.
To complain about a credit card in India, write to the card issuer first through its official channel, then escalate to its grievance redressal or nodal officer. If the issuer rejects the complaint, you are not satisfied with the reply, or there is no reply within 30 days, file a free complaint with the RBI Ombudsman on cms.rbi.org.in. Since 1 July 2026 the Reserve Bank – Integrated Ombudsman Scheme, 2026 applies (complaints received earlier continue under the 2021 scheme), and you must file within 90 days of the issuer's reply or of the end of the 30-day period. The scheme covers banks, NBFCs (other than housing finance companies), payment system participants and credit information companies, so both bank and NBFC card issuers are covered.
This guide belongs to the credit card mistakes guide. It is general information, not legal advice.
Step 1: complain to the card issuer
- Use the issuer's app, website, email, phone banking or branch, and get a reference number.
- Give the card's last four digits, the transaction or charge, dates, amounts and what you want (reversal, refund, closure, correction, penalty payment).
- Attach evidence: statement, screenshots, SMS alerts, the KFS or MITC clause you rely on.
- If the first reply is unsatisfactory, escalate to the grievance redressal officer or principal nodal officer named on the issuer's website.
- Note the date. The 30-day clock for the Ombudsman starts from your complaint to the issuer.
Under the RBI's card directions, billing disputes must be answered within 30 days, and no charges may be levied on a transaction disputed as fraud until it is resolved. Grievance timelines are set in the issuer's board policy, which must be published on its website.
Step 2: the RBI Ombudsman
| Point | Reserve Bank – Integrated Ombudsman Scheme, 2026 |
|---|---|
| When you can file | After rejection, an unsatisfactory reply, or no reply within 30 days |
| Time limit | Within 90 days of the issuer's reply or the end of the 30-day period, whichever is later |
| How | Online on cms.rbi.org.in; email or post as the portal describes; RBI contact centre 14448 |
| Cost | Free |
| Amount in dispute | No upper limit |
| Compensation | Up to ₹30 lakh for consequential loss, plus up to ₹3 lakh for loss of time, expenses and harassment |
| Representation | You can file yourself; an advocate cannot represent you unless they are the aggrieved person |
| After an award | It lapses unless you accept it within 30 days; appeals go to the appellate authority within 30 days, extendable by 30 |
Check the scheme text on the RBI website for grounds on which a complaint is not entertained, such as a matter already before a court or another forum.
Card problems the Ombudsman can deal with
- Charges not disclosed in the KFS or MITC, or above them
- Annual fee charged despite meeting the waiver
- Card or upgrade issued without consent; limit increased without consent
- Closure delayed beyond seven working days, or ₹500-a-day penalty not paid
- Billing cycle change refused
- Reward points or cashback not credited as per published terms
- Unauthorised transactions and failure to apply the liability rules
- Wrong reporting to credit bureaus
- Harassment by recovery agents
Complaints about an issuer's commercial decisions — refusing you a card, setting your limit, or the reward rate it chose to offer — are generally outside the scheme.
Chargebacks for merchant problems
If a merchant did not deliver, charged twice or refused a refund, ask your issuer to raise a chargeback under the card network's rules. Act quickly; networks have time limits. Keep proof of the order, delivery failure and your contact with the merchant. For disputes over goods or services themselves, the National Consumer Helpline and consumer commissions under the Consumer Protection Act, 2019 are also available.
Worked example: a fee charged despite a waiver (illustrative)
The annual fee of ₹1,500 + GST (₹1,770) is billed though your card-year spend was ₹1,62,000 against a ₹1,50,000 waiver. You email the issuer on 3 May with the statement totals. No reply comes. On 2 June the 30-day period ends; the 90-day window runs to about 31 August. You file on CMS on 6 June asking for a ₹1,770 reversal. Dates are illustrative; count from your own.
Writing an effective complaint
Include your name and contact details, the issuer's name, the card's last four digits, the date and reference of your complaint to the issuer, a copy of the reply (or a statement that none came in 30 days), what happened with dates and amounts, and the remedy you want. Keep the CMS acknowledgement number.
Other routes
| Problem | Where to go |
|---|---|
| Online fraud, phishing, threats | National Cyber Crime Reporting Portal, helpline 1930 |
| Merchant or product dispute | National Consumer Helpline; chargeback via issuer |
| Credit report error | Dispute with the credit information company and issuer first |
| Unregulated "debt relief" or lending entities | RBI Sachet portal |
See also credit card fraud and closing a credit card.
Frequently asked questions
Do I need a lawyer to complain to the RBI Ombudsman?
No. The process is free and designed for individuals.
Can I complain about an NBFC credit card issuer?
Yes, NBFCs are covered by the scheme, except housing finance companies.
What if I filed before 1 July 2026?
Complaints received before that date continue under the 2021 scheme.
Can I go to the Ombudsman without complaining to the issuer?
Generally no. The scheme expects a prior written complaint to the regulated entity.
Sources
- RBI Complaint Management System — filing and tracking complaints
- Reserve Bank of India — Reserve Bank – Integrated Ombudsman Scheme, 2026 and card directions
- National Consumer Helpline — consumer disputes
- National Cyber Crime Reporting Portal — fraud reporting
- RBI Sachet portal — reporting unregulated entities
