What is the grievance redressal process for cardholders?

Credit Score
1

Bought something from a less known online retailer a while ago using my HDFC card, never received the merchandises. I filed a dispute with HDFC a month ago, but nothing is happening
Can anyone help.

2

So I had an issue with a weird charge on my HDFC credit card and here’s how the grievance process went for me (should be similar for most banks):

  1. Step 1 – Customer Care (basic tier):
    I first called HDFC customer care and explained the issue. They raised a complaint and gave me a reference number. The guy was polite, but nothing happened for 5 days. Typical canned responses via email — ‘we’re looking into it’ stuff.
  2. Step 2 – Grievance Redressal Officer:
    After no resolution, I Googled “HDFC grievance redressal officer” and found a form on their website. Filled it up, attached the complaint ID and screenshots. Got a reply from someone more senior within 2 days and they acknowledged the issue.
  3. Step 3 – Principal Nodal Officer:
    Still no refund after 10 days, so I escalated again to the Principal Nodal Officer (contact listed on the HDFC site). This actually worked. Within 3 days, I got a call and they processed the refund.
  4. Step 4 – RBI Ombudsman (didn’t need to go this far):
    I was about to file a complaint on cms.rbi.org.in — which is the RBI’s official grievance portal — but thankfully it got resolved before that.

Here is my whole timeline

First mail by me: 16th December 2025

HDFC replied: Only acknowledgement that they are looking into the matter, 17th December, new TAT 27th December

HDFC replied: 27th December, asking for some details and confirmation for an increase in limit.

I replied: 28th December with card’s last digits and confirmation. (I gave details for both of my cards.)

HDFC replied: 30th December, new TAT 6th January. Only acknowledgement

HDFC replied: 6th January, informing they can increase the limit on the primary card only.

I replied: 7th January, to proceed with the limit increase on the primary card.

HDFC replied: 7th January, this will be processed by 17th January.

HDFC replied: 13th January, with limit enhancement success.