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

Address:

Karachi Khana, Kanpur - 208001

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.

Update:
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.