Card Fraud, Disputed Charges and Complaints in India

Cards enabled at issue/re-issue only for contact-based use at ATMs and PoS in India; separate enabling of card-not-present, international and contactless use; switch on/off and limits 24x7 via mobile app, internet banking, ATMs and IVR.

No entity other than card issuers and card networks may store actual card data; tokenisation only with explicit customer consent validated by AFA; option to de-register tokens.

RBI introduced the exclusive '.bank.in' internet domain for banks to combat fraud in digital payments and strengthen cyber security; banks advised to complete migration not later than 31 October 2025; addressed to commercial, urban co-operative, state co-operative and district central co-operative banks.

Para 68: lost card blocked immediately; para 69: 24x7 multiple reporting channels and customer-initiated blocking; para 27: no charges on transactions disputed as fraud until resolved; para 85: Ombudsman after 30 days.

Para 66: banks to ask customers to register for SMS alerts; para 67: zero liability for bank-side contributory fraud/negligence/deficiency, or third-party breach reported within three working days; para 68: customer negligence such as sharing payment credentials means customer bears loss until reported; third-party breach reported in four to seven working days limited to lower of transaction value and Table 1 amount (credit card rows split by limit up to/above ₹5 lakh); para 69: beyond seven working days per board-approved policy; para 70 (Table 2): summary of liability by reporting time; para 72: shadow reversal within 10 working days; para 73: resolution within the board-approved timeline, not exceeding 90 days; para 75: burden of proof on the bank.

RBI press release of 24 June 2026: amendment directions on limiting customer liability issued, coming into effect from 1 January 2027; the draft proposed wider coverage of fraudulent electronic banking transactions, shorter complaint processing and compensation for small-value frauds.

SBI Card dispute reasons, transaction dispute form and documents, network-specific time limits (shorter for RuPay domestic than Visa/Mastercard/American Express), temporary credit during investigation.

RB-IOS 2026 in force from 1 July 2026; filing via cms.rbi.org.in, crpc@rbi.org.in or post; 30 days or longer RBI/NPCI/card network timeline; 90-day filing window; no fee; contact centre 14448 cannot take complaints; no limit on amount in dispute; compensation up to ₹30 lakh for consequential loss and up to ₹3 lakh for time, expenses and harassment.

Para 3(2): applies to electronic banking transactions on or after 1 January 2027; new section DA replaces paragraphs 64-76, covering fraudulent electronic banking transactions (including coercion and third-party breach), complaint response within 45 calendar days (domestic) or 60 (cross-border), and paragraph 76T compensation for small-value fraudulent transactions.