Credit card controls broken in the app for months

Bank · Mobile banking · digital-banking compensation

Complaint no.: N202627016014092
Against: Federal Bank
Filed: 2 Aug 2026
Closed: 2 Sep 2026
Time taken: 31 days
Scheme: RB-IOS 2026
Closure clause: 14(8)(a)
Did it help?: Partly helped
Compensation: ₹5,000

What happened

Card management features in the bank's app (PIN, transaction limits, card controls) did not work, and earlier complaints to the bank had not fixed it.

What I asked the Ombudsman for

A working app, a date for the fix, and compensation for the delay.

What the entity said

The bank said the fault had been identified and a permanent fix was being built, promised a root-cause analysis afterwards, pointed me to a separate web portal in the meantime, and offered ₹5,000 for the delay. I tested the interim portal: it failed with the same error. I accepted the payment in writing as partial and without prejudice.

My reply to the entity's response

I told the office that the interim portal the bank pointed to failed with the same error, and that I was accepting the ₹5,000 as partial only.

Did the closure deal with it? No.

What the Ombudsman decided

Closed as fully settled by the bank on intervention, in 31 days.

Partly helped

Did the Ombudsman help?

Partly. The complaint got the bank moving and the app was fixed two weeks after closure. But the case was closed as "fully settled" on the bank's statement about a workaround I had reported as broken.

What I took from it

"Fully settled" was recorded while the fix was still pending, the interim workaround did not work, and the ₹5,000 had not been paid. The app was fixed by the date the bank had committed to. The money took a second complaint.

Related complaints

Chasing the ₹5,000 that was not paid (Federal Bank, 2026) Resolved

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.