“The RBI has advised us not to accept complaints about Google Pay transactions,” said SBI staff at my local branch.

not to accept complaints about Google Pay transactions

not to accept complaints about Google Pay transactions

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To cut a long tale short, I attempted to transfer money from my SBI account to an IOB account using Google Pay. The money became trapped (with IOB holding it in a temporary account), and the app stated that it would not reach the receiver until February 3rd. But this is a commercial deal, and my father required that it be delivered to the client by today. As a result, I decide to cancel the transaction and try another way. There seemed to be no way to cancel the transaction on the app, so I called Gpay customer care. After 20 minutes of music, I received the response that it is out of Google’s hands and it is up to me to take up the matter with SBI. When I called SBI customer service, I was directed to go to my local branch. I visited there. Then came the surprise. The peon gently told me that they couldn’t help me, but I could still go to the clerk (I’m not sure what his actual title is, but he sounded important). He didn’t even glance at me, but he was gracious enough to answer my questions in a slightly angry tone that most bankers use.

This is what occurred,

Sir, I’d like to cancel a Gpay transaction because of this.

The clerk: What is the purpose of using Gpay? Don’t you realise we have YONO?

Mind voice: me “Gpay is considerably simpler, faster, and better than Yono.” I apologise, sir.

The clerk: The government provides you with so many services, but you still choose private companies. The RBI has instructed us not to entertain any complaints about Google Pay.

Me: -astonished- So there’s nothing you can do, sir?

No, but you could file a written complaint with the branch manager.

So I decided to meet the branch manager in person; fortunately, she was not too busy at the time, and I entered her office at the first opportunity.

Excuse me, Ma’am.

I recounted what had occurred.

The Manager: I understand, but there is nothing I can do; the RBI has advised us not to entertain Gpay complaints; instead, you should contact Google Pay’s customer service. not to accept complaints about Google Pay transactions

Me: I already tried, Ma’am; they referred me here. Also, shouldn’t the RBI tell the whole public, not just bank staff, that banks will not assist us here?

The manager: Yes, it did; this was a public statement released by the RBI, which I saw in the media.

And this was the most crucial aspect.

“Even if you filed a complaint here, it would be ignored. We do not have a framework or procedures in place to handle the complaint you have filed.”

She truly is unable to process my issue.

So my best alternative is to wait, either for the transaction to fail, in which case the money will be returned to my account, or for it to succeed before February 3.

So I just want you to know that Gpay is not without its drawbacks, and it may be better to use the apps provided by banks, however buggy and slow they may be, because if you have a problem, you can rightfully question the bank, whereas with Gpay or other private companies, there appears to be no one you can take the issue with.

Thank you for taking the time to read this lengthy rant.

 

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CANDID ADVICE

 

Here I am the deputy manager of a nationalised bank. Gpay has the greatest transaction failure rate of any UPI app we’ve seen. If possible, avoid it. The same is true with PhonePe. They will accept no responsibility for txn failure and provide no customer support.

The money became trapped (with IOB holding it in a temporary account), and the app stated that it would not reach the receiver until February 3rd.

Unfortunately, there is nothing you can do here except wait. If you had utilised the YONO app, you could have forced the police to file a complaint with the appropriate department. There is a significant communication gap between banks and private companies such as Google, which the front desk (for example, the branch) simply cannot handle. At most, they can request that the backend staff look into issue, which takes time.

This was a public statement released by the RBI, which I read in the newspaper.

This is complete nonsense. Every bank additionally issues an internal circular if the RBI has clearly indicated so.

“Even if you filed a complaint here, it would be ignored. We do not have a framework or procedures in place to handle the complaint you have filed.”

This part contains some truth. There are no mechanisms to handle this type of issue, at least not at my bank. If the transaction fails fully after February 3 and money is not paid back, return to the branch and register a new complaint.

I believe there are numerous lawsuits pending between Gpay, the NCPI, the RBI, and the banks.

The RBI was in charge of payments and settlements. There have been numerous regulatory failures and issues since the opening of NCPI and the admission of private players.

There were proposals to create a separate regulator for payments and settlements, but the RBI was firmly opposed.

Nobody knows how these things work. In this aspect, we are at the mercy of banks.

You allow private enterprises to utilise UPI but refuse to investigate complaints. What type of rule is this?

A similar scenario occurred to me. I used GPay to make a purchase. It became stuck, however the payment was deducted from my account. The merchant denied receiving the funds. GPay was ineffective, and two banks (my and the merchant’s) blamed each other. The money was never returned. The sole saving grace was that the sum was not excessive. But after that, I resolved never to utilise upi for major transactions again.

Fill out a complaint form and send it to the Centralized Public Grievance Redress and Monitoring System.

It works, and my issue was resolved within a week. This is the only way to get SBI to pay attention. The complaint is filed with the Corporate Office, and the local branch executives are under intense pressure to reach an amicable resolution.

In theory, you wish to cancel a UPI transaction. It makes no difference whether the transaction is completed through Gpay, PhonePe, or Yono because the transaction takes place on NCPI and bank platforms.

They have long attempted to eliminate Gpay in order to favour JioPay, Airtel Money, (Alibaba-backed) PayTM, and (Wallmart-backed) PhonePe. not to accept complaints about Google Pay transactions

Yono is a good app, and as far as I know, it also requires an otp when you enter your upi pin, so you should give it a shot. The registration will take place only using the online banking Id and password, not through the debit card atm registration method ( it did not work when I was registering thru it.)

I believe you need to grasp the mechanism here; this is not a bank or Gpay issue.

Because Gpay cannot conduct the transaction on its own due to legal and infrastructure constraints, it has teamed with SBI. So the deal is that SBI provides essential banking infrastructure and Gpay offers clients. So when Gpay tells you that the problem is with the bank, they are correct because banking is the domain of SBI.

Because of the numerous challenges that banks encounter, you cannot simply cancel a financial transaction. To balance it, the bank must do a counter transaction. However, according to accounting practises, which are correct in my experience, this transaction cannot be completed immediately.

When a transaction fails, the record of the transaction is kept by either the service provider (Gpay) or the bank (SBI). They will total their records at the end of the day and discover that certain transactions are incomplete. The bank would be contacted, and the counter-procedure would begin. According to the bank, it would take 3 days.

If you want to revert a lawful transaction, you must tell the bank manager, who will ask you to submit an application similar to yours, and depending on the state of the transaction at the time, it may be reverted.

Your conclusion that Gpay is a bad software is incorrect because this is an accounting issue. Any bank or app cannot settle cancellation transactions promptly.

I didn’t come to the conclusion that Gpay was a bad app; I just wanted to say that if it had been an app from your bank, in my case yono, the bank officials you (the end user) could meet would have procedures in place to resolve issues and complaints; in my case, there was nobody I could meet or talk to who could, and everyone just pointed fingers at each other. This is what I meant by Gpay inconveniences. Regarding the accounting concerns you raised, I understand that the bank takes time to process, but there appears to be very little cooperation between banks and apps like Gpay. Thank you for your input.

It is not only a failure of GPay, but also of the UPI network.

My money was also stuck once when I was using Phonepe. It’s a problem with the UPI network. Transactions fail occasionally regardless of the app you use.

I’m aware that branches (and possibly bank customer service) rarely answer questions about Google Pay/PhonePe transactions.

I had gPay txns strike someplace in the cloud on multiple times. Does this imply that there is a deliberate plan to undermine it? or is it simply that gPay stinks and the RBI no longer wants to deal with them?

 

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not to accept complaints about Google Pay transactions

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