UPI payment debited but receiver hasn't received it even though it now shows successful — what should I do?
I’m really confused and worried about a UPI payment issue and would really appreciate some advice from anyone who has experienced something similar.
I was staying at a hotel recently, and I had to make a payment of ₹6,300. The first attempt from my phone didn't go through properly, so I made the payment from another account. That transaction also showed as pending.
The problem is that the money was debited from the account, but the hotel said they hadn't received it. We checked the receiver's payment history as well, and there was no ₹6,300 credit showing.
Since the first payment was still pending, another payment of ₹6,300 was also made. So in total, ₹12,600 was debited through two separate transactions.
Initially, both transactions showed Pending, with PhonePe saying that the receiver's bank was processing the payment and that it could take up to 48 hours. We waited because we assumed either the receiver would eventually get the money or it would automatically come back.
However, it's now been more than a week, and both transactions have changed to Successful on my side. The receiver is still saying that neither payment has reached his account.
The receiver has mentioned that his bank had some technical/banking issue during this period and that he needs to check with his bank. I also contacted PhonePe support, and they told me to contact my bank because the transaction is showing successful from their side.
I'm now really confused about where the money actually is. 😭
What should I do at this point? Should I contact my bank, should the receiver contact his bank, or should both of us contact our respective banks? Can the banks trace a successful UPI transaction and confirm whether the receiver's bank actually received the money?
I'm especially worried because it's ₹12,600, and it's been over a week with neither the receiver nor I having a clear answer about where the money went.
If anyone has gone through something similar, how was it eventually resolved and how long did it take?