File a Complaint Against a Credit Card Company

Dealing with a credit card company can sometimes be frustrating whether it’s unexpected charges, billing errors, or poor customer service. If you have faced such issues, knowing how to file a complaint against a credit card company can effectively help you resolve the matter quickly and protect your rights as a consumer. In this blog, we will guide you through the step-by-step process of filing a complaint against a credit card company in India, ensuring your grievance is heard and addressed. Read to know more.

Common Reasons for Complaints Against Credit Card Companies

Understanding the most common reasons for these complaints can help you take timely action and avoid financial stress. Here are the reasons that consumers usually raise against credit card companies:

Unauthorised Charges or Hidden Fees: Customers often report unexpected deductions such as annual fees, late payment penalties, or insurance charges that were never disclosed at the time of application. Such charges violate RBI guidelines, which mandate transparency in all fees and terms.

Incorrect Billing or Statement Errors: Incorrect statements, which show wrong due amounts or transactions, are a major concern. If not rectified quickly, they can lead to interest penalties and a negative credit score. RBI requires banks to address such issues within a set time frame.

Unsolicited Credit Card Issuance: Several complaints involve credit cards issued without consent, often due to aggressive sales tactics. This is a serious violation of consumer rights, and you can raise the matter with both the bank and the RBI Ombudsman.

Poor Customer Service and Delayed Responses: Banks are expected to resolve customer grievances within 30 days. Delayed or rude responses, failure to reverse disputed charges, or ignoring emails and calls are valid reasons for escalation.

Harassment by Recovery Agents: Recovery agents are legally prohibited from using abusive language or making threatening calls. Any such harassment should be immediately reported to the bank and police. RBI has strict rules to ensure fair recovery practices.

Technical Glitches in Auto-Pay or EMI Conversions: Many users complain about failed auto-pay instructions, improper EMI conversions, or duplicate payments, which can cause mental and financial stress.

Who Can File a Complaint Against Credit Card Companies?

The following details include who can file a complaint against credit card companies:

A Credit Card Holder: If you have a card issued by any bank or NBFC and face issues such as overcharging, fake transactions, billing errors, hidden charges, or miscommunication, you are eligible to raise a complaint.

A Co-Applicant or Supplementary Cardholder: If you are a secondary card user (for example, a spouse or family member using an add-on card) and face harassment or technical issues, you can also report the matter.

A Legal Heir or Nominee: If a credit card holder has passed away and the bank is still charging interest, recovering dues unfairly, or denying rightful closure, legal heirs or nominees can file a complaint.

Any Individual Harassed by Recovery Agents: Even if you are not the actual cardholder but are receiving recovery calls or threats by mistake, you can report the matter.

How to File a Complaint Against a Credit Card Company?

If you are facing issues such as unauthorised charges, poor service, rude recovery calls, or billing errors from your credit card company, you don’t have to accept it silently. The following details include the process to file a complaint against a credit card company:

Step 1: Collect All Relevant Proof and Details

Before filing your complaint, make sure you gather the necessary documents to support your case. These include:

Monthly credit card statements with disputed charges

Copies of emails or messages exchanged with customer service

Screenshots of failed transactions, over-limit charges, or technical errors

Call records if recovery agents harassed or threatened you

Previous complaint IDs, if already raised with the bank

These documents strengthen your complaint and provide clear evidence in case of escalation.

Step 2: Raise a Complaint with the Credit Card Issuer First

As per RBI guidelines, you must first raise the issue directly with the bank or Credit Card Company. Here is how:

Visit the official website or mobile app

Navigate to the “Grievance Redressal” or “Contact Us” section

Submit your complaint online or email the Grievance Redressal Officer

Mention your full name, registered mobile/email, card number (masked), and full details of the problem

Ask for a complaint reference or tracking number

Banks are required to respond within 30 days under RBI norms.

Step 3: Escalate to the RBI Ombudsman (If Unresolved)

If your issue is not resolved within 30 days or the bank refuses to help, you can file a complaint under the RBI Integrated Ombudsman Scheme, 2021.

Steps to File:

Visit the official page of the RBI

Click “File a Complaint”

Log in with your mobile number and OTP

Fill in your personal details, bank name, and issue summary

Upload your documents (PDF, JPG, etc.)

Submit the complaint and save the complaint ID

The Ombudsman will review your case and issue a decision. This service is free and legally binding on banks.

Step 4: Contact the Banking Ombudsman Office if the Portal Fails

If you cannot access the CMS portal or don’t receive confirmation:

Call 14448, the official RBI grievance helpline (Mon–Fri, 9:30 am–5:15 pm)

Email your complaint and documents to: crpc@rbi.org.in or cgmicrpc@rbi.org.in

You may also post a written complaint to your regional RBI Ombudsman office (address available on the RBI website)

Always mention:

Your name and registered contact details

The issue is clearly and professionally

Proof of all earlier communication with the bank

Request a written acknowledgement or docket number for tracking.

Step 5: Follow Up for Updates until Resolution

Most complaints are resolved within 30–60 days by the RBI. If there is no update:

Log in to the RBI portal

Click “Track Your Complaint”

Enter your reference number and registered mobile number

You may also email or call the Ombudsman's office directly

Keep records of every follow-up, including dates, officer names, and responses.

How to File a Consumer Complaint Against a Credit Card Company?

Here is a step-by-step process for filing your complaint to the Consumer Forum:

Step 1: Draft a Formal Written Complaint

Begin your complaint by addressing it to the Consumer Commission. Include your full name, address, contact number, and email. Mention the bank’s name, the last four digits of your credit card, and the date the issue began. Clearly explain the problem—unauthorised charges, incorrect billing, poor service, or harassment. List all communication with the bank, including dates and responses. State what you expect, refund, correction, account closure, or compensation. Keep your tone professional and focus on facts. A clear, structured complaint backed by evidence increases the chances of a fair and timely resolution.

Step 2: Collect and Organise Supporting Documents

Your complaint becomes stronger with proper documentation:

Credit card statements

Screenshots of SMS alerts or online account issues

Emails or customer service chats

Proof of disputed transactions

Recovery agent call logs or abusive messages

Any ID proof for verification (Aadhaar, PAN)

Step 3: Send a Notice to the Credit Card Company

Email the grievance with all documents to the bank’s Nodal Officer. If your complaint involves repeated negligence or emotional distress, you can serve a legal notice through a lawyer to show you are serious.

Step 4: Approach the Appropriate Consumer Forum

If you are not satisfied with the resolution from the bank or the RBI or if you want compensation for financial or mental loss, you can file a formal complaint under the Consumer Protection Act, 2019.

Choose the Forum Based on Your Claim Value:

District Consumer Disputes Redressal Commission (DCDRC): If the total value of your complaint, including the product cost, losses, and compensation, is up to Rs. 1 crore, you can file your case at the District Consumer Commission in your local area.

State Consumer Disputes Redressal Commission (SCDRC): This is for claims between Rs. 1 crore and Rs. 10 crore, and your complaint should be filed at the State Consumer Commission in the state where the issue occurred or where the company operates.

Commission National Consumer Disputes Redressal (NCDRC): If your complaint involves a claim exceeding Rs. 10 crore, you will need to take your case to the National Consumer Commission, which handles high-value and complex consumer disputes at the national level.

Step 5: Attend the Hearing and Present Your Case

Once your complaint is submitted, the consumer forum will send an official notice to the credit card company and schedule a hearing. You will need to appear on the assigned date with all your original documents and clearly explain your issue. The commission will review the evidence, listen to both sides, and then pass a final order. This decision is legally binding, meaning the company is required to follow it.

For those who want to avoid court visits and long waiting periods, there is a simpler solution, which is Online Dispute Resolution (ODR). With ODR, you can handle everything digitally. Just submit your complaint online, upload the required documents, and receive a valid outcome from the comfort of your home. It is fast, convenient, cost-effective, and ideal for people who want a smoother and stress-free resolution process.

What is Online Dispute Resolution?

Online Dispute Resolution is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings, negotiations, and final decisions. It incorporates traditional dispute resolution methods such as negotiation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online workflow enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods.

Why Choose Online Dispute Resolution?

Consumers prefer ODR for several reasons:

Cost-effective & Time-efficient

Online Dispute Resolution (ODR) significantly cuts down on expenses related to travel, legal representation, and court fees. Since the entire process takes place digitally, parties can save both time and money that would otherwise be spent attending physical hearings or waiting through lengthy legal procedures. Most disputes are resolved in a matter of days or weeks instead of the months—or even years—it often takes in traditional courts.

Accessible & Convenient

ODR platforms are designed to be user-friendly and available around the clock, allowing participants to engage in the process from anywhere in the world. This makes it especially beneficial for cross-border or interstate disputes where physical presence can be challenging. Whether you’re a consumer or a business, you can submit evidence, communicate with the other party, and attend virtual hearings—all from the comfort of your home or office.

Privacy & Security

Unlike traditional court proceedings that are often public, ODR ensures a higher degree of confidentiality. Sensitive documents, communications, and decisions are securely handled through encrypted digital platforms. This protects the privacy of both parties and provides a safe, confidential environment for resolving disputes without public exposure.

How to File a Complaint through ODR?

Filing a complaint through Online Dispute Resolution (ODR) is simple and follows a structured process. Here’s a step-by-step guide:

Step 1: Collect All Relevant Evidence

Before initiating your complaint, gather all documents and proofs that support your claim. These may include:

• Receipts or invoices
• Emails, chat transcripts, or messages with the company
• Photographs of defective products or damages
• Payment proofs or bank statements

Having organized and clear evidence strengthens your case and speeds up the resolution process.

Step 2: Submit Your Dispute Through an ODR Platform

You can file your complaint either through an official Government ODR Portal or a private ODR platform, such as Online Legal India. Provide all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.

Step 3: Participate in Mediation Proceedings

During the mediation, the mediator facilitates discussions between you and the other party via email, chat, or video call. Both parties present their viewpoints and approach for a resolution.

After the mediation process, the mediator will provide a mediation report summarizing the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:

• Refund of charges
• Compensation for damages
• Official apologies or service corrections
• Settlement of Disputes

Step 4: Settlement

If mediation is successful, the agreement is documented, and both parties are expected to comply with the terms. If you need assistance in filling your dispute, get in touch with Online Legal India.  

 Conclusion  

You don’t have to stay silent when your rights are violated by a credit card company. Whether it is hidden charges or harassment, today’s digital platforms, especially Online Dispute Resolution, make justice accessible, quick, and stress-free. This article provided you with a detailed guide on how to file a complaint against a credit card company. With help from trusted ODR platforms like Online Legal India. Get in touch with us today.