Company · complaints
Something went wrong. Here's how to get it fixed.
A payment that failed but was debited, a refund that hasn't arrived, a settlement that looks short: this page explains where to raise it, how it escalates, and what to include so it can be resolved without back-and-forth.
Before you raise it: who holds the answer?
Most payment problems are resolved fastest by whoever holds the details. A customer who paid a shop online will usually get a quicker answer from the shop, which can see the order. A business using Peneu should contact Peneu support with the transaction reference.
Many “debited but failed” payments reverse on their own once the bank completes its checks. If yours hasn't, raise it with the reference from your bank statement or app.
| Problem | Start with |
|---|---|
| I paid a business and my order wasn't updated | The business you paid |
| Money debited, payment shows failed | The business, then your bank if not reversed |
| A refund hasn't arrived | The business that issued it, with the refund reference |
| I'm a merchant and a settlement looks short | Peneu support, with the settlement reference |
| I think a payment was fraudulent | Your bank or card issuer, immediately |
How a complaint is escalated
Complaints to Peneu move through three levels. Each level acknowledges the complaint and tells you what happens next; if you're not satisfied with the outcome, you can ask for it to go to the next level.
Level 1
Support
Raise the concern with Peneu's support team, through the contact form, email or your usual contact.
Level 2
Grievance Redressal Officer
If Level 1 doesn't resolve it, the complaint is escalated to the designated Grievance Redressal Officer.
Level 3
Nodal Officer
Complaints still unresolved move to the Nodal Officer for final internal review.
What to include, and what never to include
A complaint with the right references can usually be traced in minutes. Without them, the first reply is a request for information.
Who you are. Name, and email or phone for replies.
What was involved. The business or merchant account, date and amount.
References. Order number, payment ID, bank reference (UTR) or refund reference.
What happened. In a few lines, and what you'd like done.
Full card numbers, CVV, card PIN, UPI PIN, OTPs or passwords. No one handling a complaint needs them, and anyone who asks is attempting fraud.
Complaints about banks and payment providers
Payments are collected and settled by regulated banks and payment providers, which run their own grievance processes. When a complaint concerns a service one of them provided (a debit, a card transaction, a UPI payment), it may need to go through that entity too, and Peneu support can tell you which.
If a complaint against an RBI-regulated entity isn't resolved through its own process, RBI's Complaint Management System is the route to the RBI Ombudsman.
Your bank or card issuer
For unauthorised or disputed debits on your account or card.
The payment provider
For a transaction it processed, through its grievance process.
RBI's Complaint Management System
For complaints against RBI-regulated entities not resolved by them.
RBI's complaint portal: cms.rbi.org.in
The company
This process is operated by PENEU LIMITED. For anything that isn't a complaint, the contact page lists how to reach the team.
Complaint questions
Who can raise a grievance?
Merchants and businesses using Peneu, partners, and customers who paid a business through a payment involving Peneu. If you're a customer, it usually helps to contact the business you paid first, since it holds the order details.
What should I include in a complaint?
Your name and how to reach you, the business or account involved, the date and amount of the payment, any payment or bank reference (such as a UTR), what went wrong and what you'd like to happen. Never include card numbers, PINs, OTPs or passwords.
How long will it take?
Each level acknowledges your complaint and tells you what happens next. Timelines depend on the issue, particularly when a bank or payment provider has to investigate a transaction. You'll be kept informed until it's closed.
Will Peneu ever ask for my PIN or OTP?
No. Nobody resolving a complaint needs your card PIN, UPI PIN, OTP or password. If someone asks for them, it's fraud; stop and report it.
What if my complaint is about a bank or payment provider?
Payments are processed by regulated banks and payment providers, which have their own grievance processes. If a complaint about an RBI-regulated entity isn't resolved, RBI's Complaint Management System is the route for escalation to the RBI Ombudsman.