[Resolved]  Indusind Bank — Received Single OTP and Debited Twice for Same Amount

I’m holding a Savings A/c –[protected] by the name of Nitin Ramchandani in IndusInd Bank. I use my Debit Card to pay my Utility Bills from PhonePe App every Month. On Friday 9th September 2022, I wanted to make a payment of ₹5, 109 to KESCO. After Entering the CVV I was redirected to your Bank’s OTP page. OTP was received for the amount ₹5, 109 at 6:15 p.m. to my registered Mobile No. [protected], I entered the same to complete the process. The Transaction was Successful, but I received 2 SMS instantly from the Bank debiting 2 times the same amount of ₹5, 109. The available Balance before the transaction was ₹13, 588, 1st SMS stated the balance as ₹8, 479 and the 2nd to ₹3, 370.

I contacted PhonePe support team, but they have received ₹5, 109 only once, I had a talk with the Bank’s Customer Care representative as well and discussed the same. They have Assigned a Request ID 26177701 for POS Transaction Chargeback. I have attached screenshots regarding the matter, IndusInd Bank has asked for 5 Working Days to process my request.

I received an SMS from Bank:
We have resolved your IndusInd Bank Request 26177701 related to POS Transaction Chargeback. We hope the resolution meets your expectation. For any feedback or assistance, please call [protected] - IndusInd Bank

Contacted the Bank's customer care again, I tried to explain how can 2 amounts of the same value be debited on 1 OTP? Transactions done by debit card can be trackable. I have also submitted a letter and hard copies (Statement Screenshots PhonePe and savings account as well as SMS Screenshots) to your branch. They have given me another Request No. 26283182.

I am not satisfied with the process. It's a technical error by the bank. If this issue will not resolve. I'll be heading To RBI and will be closing my Savings and Current Accounts with your Bank.
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Sep 15, 2022
Complaint marked as Resolved 
Refund Received, Account credited with the amount ₹5, 109. Thank you IndusInd Bank &
IndusInd Bank customer support has been notified about the posted complaint.
Sep 12, 2022
Updated by ramchandani08

Verified Support
Sep 13, 2022
IndusInd Bank Customer Care's response
Dear Customer,

We will respond to your concerns vide service reference number: 26295828. We request your support and co-operation in the interim.

Team IndusInd Bank
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