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SI have a family run buisness that accepts digital payments using the UPI system. In 2023 we made a merchant account on the Bajaj Finserv app and have been using it’s QR to accept payments ever since. In January 2025 a payment of Rs. 16,000 was made using the QR but it was never setlled into our personal bank account even after a week.
We contacted the company first via their merchant’s app then via email and customer service number regarding the issue. Since then I have provided to them numerous proofs about the legitimacy of the payment, including the our customers consent form and pan card. Last night I was informed via mail that my account has been disabled due to ‘high value payment’ and ‘suspecious activity’, and the decision of unblocking will be BFL’s discretion in accordance to their internal policy. This morning I contacted them via their customer service number and I was told that:
1. My account has been permanently disabled.
2. My account will not be reactivated.
3. I will not be given the unsettled amount.
When I asked if they can revert back the payment to the sender they refused and now have my money. When I asked for a solution to the problem they repeated the above three points and stated that this is the solution.
Now we have accepted payments of this amount or higher from the same customer as well others many times before but never faced any issue and suddenly our transctions are termed as high value, as if a buisness like ours is only supposed to accept payments of less than 1000 rupees each time.
The company refuses to provide an address for their office for a physical complaint query, refuses to state which policy allows them to take such actions and till now have not given any of the three points to me in written as evedenciary proof.
I would like to turn this into a legal case, and reach out to the RBI as well as Consumer Court. Please provide leagal advice regarding our case.
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Bthis is a classic case of a big company flexing its muscles, treating a small business like trash, and throwing up walls when it comes to accountability. Here’s the deal, straight up: Bajaj Finserv is messing with you, and they know they can get away with it because you’re not prepared to fight back. But trust me, you *can* fight back, and here’s how.
**1. Document everything.**
You’ve already got some documentation of your communication with them, but you need to get **everything** in writing now. Whatever conversations you have with their customer service, get it on email or a recorded call if possible. Right now, it’s all he said, she said. You need paper trails to make them sweat.**2. Look at the contract and policies.**
Go through the agreement you signed when you set up the merchant account. Bajaj Finserv *must* have terms and conditions. If they don’t want to show you their policies now, that’s a huge red flag. Any agreement they have should lay out exactly what grounds they have for blocking accounts or withholding funds. If their actions are not in line with what’s mentioned in the contract, you have a case. If you can’t get the policies or the terms from them, **this is a violation**.**3. RBI**
You’re right to think about going to the **RBI**. The Reserve Bank of India oversees UPI transactions and digital payment systems, and they’ve set guidelines for merchant account providers. Bajaj Finserv is likely violating those rules. File a formal complaint with the RBI against the company. Be specific in your complaint, give them all the details, and request they investigate the matter. The RBI can hold these payment providers accountable if they are not adhering to regulations.**4. Consumer Court**
Consumer court is your next stop. You’ve been denied a service you paid for. Bajaj Finserv has not only withheld your money but also given you the runaround and refused to provide documentation or support. **This is a clear consumer rights violation**. File a complaint with the **Consumer Court** of your state. They will look into the matter and force the company to respond to your claims. You might not get your Rs. 16,000 back immediately, but it’s a step toward justice and holding them accountable.**5. Take Legal Action**
You’ve got to hit them where it hurts — the legal way. Consult with a consumer lawyer who specializes in banking or digital payments. Get them to send a legal notice to Bajaj Finserv, demanding the release of your funds and a written explanation. Once you send a legal notice, they have to respond, and that’ll force them to act. If they don’t, you can take them to court. They’ll have to deal with it, or they’ll lose out in the long run.**6. Media Exposure**
If Bajaj Finserv keeps dodging you, it might be worth getting some media exposure. A little bad press can sometimes be the best way to get these companies to cough up what’s owed. They don’t want the negative attention, especially when it’s about scamming small businesses.Bottom line: You’ve been scammed, and they’re hiding behind their corporate policies to avoid paying you. But they’ve broken a lot of rules, and you’ve got ways to hit them back. **Don’t let them get away with it.** Go after the money, get legal advice, and make them sweat. The more you fight, the more likely they’ll give in or be forced to give you what’s owed.
Don’t let these jokers walk all over you.
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