After switching SBI Card variant from Prime Visa to RuPay in Nov 2024, UPI transactions kept failing for months despite multiple service tickets. Filed an RBI Ombudsman (RB-IOS) complaint on 14 Apr 2025. Post RBIO follow-ups and sharing email evidence, SBI Card replaced the card number free of cost, reversed the annual fee, and—after ~6 months—RBIO ordered SBI Card to pay ₹20,000 compensation.
Background
- Original card: SBI Card Prime (Visa).
- Variant change: Switched to RuPay in Nov 2024 to use RuPay credit on UPI.
- Problem: UPI transactions repeatedly failed across apps even after relinking. Support kept asking to “wait 24–48 hours” or relink, with no durable fix.
Symptoms observed
- UPI collect and QR P2M transactions failing with generic declines.
- Card visible in UPI apps under “RuPay Credit on UPI” but payments not going through.
- Re-provisioning, deleting/re-adding, and toggling UPI enablement did not help.
Escalation path and dates
- Nov 2024: Variant change to RuPay.
- Nov 2024–Mar 2025: 3–4 months of service tickets and email escalations with SBI Card.
- 14 Apr 2025: RBI CMS complaint filed under RB-IOS (cms.rbi.org.in).
- Post-complaint: RBIO sought details; shared all email threads and screenshots.
- During proceedings: SBI Card replaced card number free, and reversed annual fee.
- ~Oct 2025: Case closed. RBIO directed SBI Card to pay ₹20,000 compensation.
How to file and what to include (for others facing this)
- File at: cms.rbi.org.in → Cards → “Deficiency in services” (choose relevant category).
- Before filing, escalate once to SBI Card Nodal/Grievance Officer and wait the stated TAT, or proceed if timelines already breached.
- Attach evidence:
- Service request numbers with dates.
- Email/SMS screenshots showing repeated failures and issuer responses.
- UPI app error screenshots (mask personal details).
- Statement entries if any reversals/charges are involved.
- Ask for relief explicitly:
- Fix UPI enablement at BIN/PAN level (NPCI mapping refresh).
- Free card replacement if mapping is stuck on old PAN.
- Reversal of fees/charges caused by the issue.
- Compensation for delay/deficiency under RB-IOS.
Key takeaways
- Variant changes can break UPI if NPCI mappings aren’t refreshed at the BIN/PAN level.
- If issuer cycles generic fixes for weeks, a formal CMS complaint with evidence drives accountability.
- RB-IOS can and does award compensation where there’s clear deficiency and delays.
- Card replacement plus fee reversal is a reasonable interim relief while the case is heard.
