Credit Card Disputes — Your Rights in India
Your Basic Rights Under RBI Guidelines
The Reserve Bank of India (RBI) has issued clear guidelines protecting credit card holders:
- Zero Liability: If the fraud happened without any negligence on your part, you bear ZERO liability
- Limited Liability: If you reported fraud within 4–7 days, you have limited liability
- Chargeback Rights: You can dispute any transaction within 30–180 days (varies by reason)
Common Reasons to Dispute a Transaction
- Unauthorized transaction — you didn't make this purchase
- Double charge — same transaction charged twice
- Amount mismatch — charged more than the bill
- Product/service not received — paid but not delivered
- Defective product — received damaged/wrong item
- Subscription not cancelled — charged after cancellation
Step-by-Step: How to File a Chargeback
Step 1: Act Quickly
Report unauthorized transactions within 3 working days for zero liability protection.
Step 2: Call Your Bank
Call the 24/7 helpline on the back of your card. Say specifically:
"I want to dispute transaction [amount] on [date] to [merchant] and request a chargeback."
Block the card if fraud is suspected.
Step 3: Submit Written Dispute
Send a written complaint to your bank with:
- Transaction date and amount
- Name of merchant
- Reason for dispute
- Supporting documents (receipt, screenshots, email correspondence)
Most banks have an online dispute portal — check your bank's app or website.
Step 4: Provisional Credit
Under RBI rules, banks must give you provisional credit (shadow reversal) within 10 working days while investigating.
Step 5: Resolution Timeline
Banks must resolve disputes within 45–90 days under RBI guidelines.
If Bank Does Not Resolve in Time
Escalate to the Banking Ombudsman:
- Visit bankingombudsman.rbi.org.in or cms.rbi.org.in
- File your complaint with all previous correspondence
- The Ombudsman is free and doesn't require a lawyer
- Resolution typically within 30–60 days
Important Tips to Protect Your Card
- Enable SMS/email alerts for every transaction — free from your bank
- Set domestic-only transaction limits in your bank app
- Never share card details over phone, even with "bank staff"
- OTP is your last protection — never share it with anyone
- Use virtual card numbers for online shopping (available in most bank apps)
- Check your statement every month
Zero Liability — Know the Rules
| Scenario | Your Liability |
|---|---|
| Bank's negligence | Zero |
| Third-party breach, reported within 3 days | Zero |
| Third-party breach, reported in 4–7 days | Max ₹10,000 (depends on card type) |
| Reported after 7 days | Per bank policy |
| Your own negligence (shared PIN/OTP) | Full amount |
Helplines
- RBI Consumer Helpline: 14448
- Banking Ombudsman: cms.rbi.org.in
- Cybercrime (card fraud): 1930