I had a fantastically pointless chat with @GooglePay followed by an equally pointless chat with @TheOfficialSBI regarding a sizeable payment I’d made towards an insurance premium. The money which was instantly debited, never reached the insurance company. The money is now missing

After 10 days of radio silence after raising a dispute in app chat with @GooglePay customer care: “We’re just here for your convenience sir, but we can’t reverse charges or address disputes or take complaints about those disputes. That can only be done by the merchants.”

Next call @TheOfficialSBI : “Pls contact the ‘Google Pay dept’”.
Me: How can I speak to SBI’s Gpay dept?
SBI: You can’t. Call @GooglePay
Me: They redirected me to you, asking me to raise a cashback request
SBI: You can’t raise it if you’ve paid through a third party/UPI.

So, who really is responsible for your money if it’s lost in a @NPCI_BHIM transaction? If apps like @GooglePay have no liability, banks like @TheOfficialSBI have no liability if you use them, how/why should you use them for anything more than buying groceries?

Would love to know about the safeguards. Esp worrying considering the adoption + high failure rate of UPI transactions. For context on adoption: India did 2.2 bn UPI transactions amounting to Rs 3.9 trillion in November 20 alone.

+ apparently it crossed 4 lakh cr in Dec. https://twitter.com/_DigitalIndia/status/1346380922950569984