ComplaintAdda
Fact CheckedLast Updated: 5 July 2026Reviewed By: ComplaintAdda Editorial Team

Unauthorized Transaction Complaint

RBI's 'zero liability' rules protect customers who report an unauthorized transaction within 3 working days of notification — the bank must credit the amount back while investigating, provided the customer wasn't negligent.

What Is It

A complaint filed when money is debited from a bank account, card, or wallet without the customer's authorization or consent — including online transactions, card cloning, or account takeover.

When To Use It

Report the moment you notice an unrecognized debit — the sooner you report, the stronger your zero-liability protection under RBI rules.

Step-by-Step Process

  1. 1Call your bank's 24x7 customer care immediately to block the card/account and report the transaction.
  2. 2Send a written complaint (email or app) within 3 working days to lock in zero-liability protection.
  3. 3Note the complaint reference number and the promised resolution date.
  4. 4If not resolved or resolved unfairly within 30 days, file on the RBI's Complaint Management System.
  5. 5If the transaction was fraud-related, also file on cybercrime.gov.in and call 1930.

Documents Required

  • Bank statement showing the unauthorized debit
  • Written complaint copy sent to the bank
  • Complaint reference number
  • ID proof and registered mobile number

Fees

Free at every stage of this process.

Processing Time

Banks must resolve within 90 days maximum, but zero-liability credit is often provisional within 10 working days.

Important Tips

  • Report within 3 working days of noticing the debit to get full zero-liability protection.
  • Keep transaction alerts turned on for every account and card.
  • A delay beyond 7 days (but within limits) may still get partial liability protection — always report anyway.

Frequently Asked Questions

If you report an unauthorized transaction within 3 working days and were not negligent, the bank must credit your account within 10 working days while it investigates.
This article is for general information only and does not constitute legal advice. Always verify with the official source before acting.