Partial refund on a disputed card transaction

Bank · Card dispute · chargeback credit-card

Complaint no.: N202324016005720
Against: Equitas Small Finance Bank
Filed: 19 Jun 2023
Closed: 10 Aug 2023
Time taken: 52 days
Scheme: RB-IOS 2021
Closure clause: 16(2)(a)
Did it help?: Did not help
Compensation: None

What happened

A disputed card transaction where only part of the amount (about ₹14,655) had come back. I wanted the bank to recover the rest.

What I asked the Ombudsman for

Recovery of the balance of a disputed card transaction.

What the entity said

The bank said it had raised a pre-arbitration with the card network on 31 July 2023, which has a 30-day turnaround.

What the Ombudsman decided

Because the bank was pursuing the dispute through the network process, the Ombudsman held it was not deficient and rejected the complaint.

Did not help

Did the Ombudsman help?

No, and the closure was two sentences long. In fairness the dispute was still inside the card network process when I filed.

What I took from it

While a chargeback or pre-arbitration is still running inside its prescribed timeline, the Ombudsman will usually say there is no deficiency yet. File after the network timeline has run out, not during it.

Summarised from the RBI closure letter and my own correspondence. Names of individuals, account numbers and reference numbers other than the complaint number have been removed.