NEFT/ RTGS Customer Facilitation Centres

Frequently asked questions

• How to contact NEFT/ RTGS customer care?

  Customers can contact NEFT/RTGS support by reaching out to their bank's designated NEFT/RTGS Customer Facilitation Centre, whose contact details are published on each member bank's website. For unresolved or systemic issues, complaints can be escalated to the Reserve Bank - Integrated Ombudsman Scheme (RB-IOS) through the Complaint Management System portal at cms.rbi.org.in.

• Does NEFT/ RTGS Customer Facilitation Centres have WhatsApp support?

  No, NEFT/RTGS Customer Facilitation Centres under the Reserve Bank of India do not currently offer WhatsApp support. Customers are advised to use their bank's designated CFC contact or escalate through the RBI Complaint Management System at cms.rbi.org.in.

• How to file a complaint with NEFT/ RTGS?

  First, raise the issue with your bank's NEFT/RTGS Customer Facilitation Centre, which is the nodal point for all transaction-related complaints. If the CFC does not resolve the issue within the prescribed time, file an online complaint via the RBI Complaint Management System at cms.rbi.org.in under the Reserve Bank - Integrated Ombudsman Scheme (RB-IOS), 2021.

• What transactions does NEFT/RTGS Customer Facilitation Centre cover?

  The Customer Facilitation Centre handles complaints related to NEFT and RTGS transactions such as failed credits, delayed credits, amount debited but not credited to the beneficiary, and refund-related issues. These are the standard grievance categories under the RBI payments framework.

• Who operates the NEFT/RTGS Customer Facilitation Centres?

  Each NEFT/RTGS member bank is required to designate its own Customer Facilitation Centre, while the regulatory framework and payment systems themselves are operated by the Reserve Bank of India.