Some credit-card problems do not fit neatly into billing, fraud, payment-failure or closure issues. This page covers several such situations and the practical steps you can take.
Received a credit card you never asked for?
RBI prohibits card issuers from issuing unsolicited credit cards. Prior and explicit consent of the customer is required before a credit card is issued.
If you receive a card that you did not request, do not activate it and do not provide consent for activation through OTP or any other method.
If activation consent is not received, the card issuer is required to close the credit-card account without cost to the customer within seven working days from the date it seeks confirmation from the customer, and inform the customer that the account has been closed.
What should you do?
After the issuer confirms closure
Destroy the physical card after you receive confirmation that the unsolicited credit-card account has been closed.
It is also sensible to check your credit report later and raise a correction request if the unsolicited account continues to appear incorrectly.
If the issuer does not resolve the issue
Raise the matter through the card issuer’s formal grievance process and keep the complaint reference number.
If the complaint remains unresolved after the applicable grievance process, you may escalate it through the RBI complaint mechanism, subject to eligibility.
Card received, but activation is not working?
First use only the issuer’s official app, website, IVR, ATM or other activation channel communicated by the issuer.
If activation fails:
- check whether the card is the latest card issued to you;
- verify that the registered mobile number is active;
- check whether the issuer has placed any restriction on activation;
- contact the issuer if repeated attempts fail.
Do not share OTP, PIN, CVV or card credentials with anyone who contacts you claiming that they can activate the card on your behalf.
Replacement or renewal card
RBI’s framework distinguishes renewal and replacement from an unsolicited new credit card.
For renewal of an existing card, the cardholder should be given an option to decline renewal before the renewed card is dispatched.
Where a card has been blocked at the cardholder’s request, a replacement card in place of the blocked card should be issued with the cardholder’s explicit consent.
When a replacement or renewed card arrives
Card upgraded without your consent?
RBI does not permit card issuers to unilaterally upgrade a credit card. Explicit consent of the cardholder is required where the upgrade changes the applicable terms and conditions.
If you receive an upgraded or different card variant that you did not agree to, ask the issuer:
- when and how your consent was obtained;
- whether the annual fee or other charges have changed;
- whether benefits or conditions have changed;
- whether your original card variant can be restored.
Do not assume “upgrade” always means better
A higher-tier card may carry a higher annual fee, different reward conditions or changed benefits. Check the revised terms before accepting an upgrade.
Keep your contact details correct and updated
When applying for or using a credit card, make sure your mobile number, email address and communication address are correctly recorded with the issuer.
Incorrect or outdated contact details can cause avoidable problems with:
- card delivery;
- OTPs and transaction alerts;
- statements and important notices;
- replacement or renewal cards;
- complaint communication;
- verification or other service requests.
If any of these details change later, update them through the issuer’s official channel.
Banking rules, contact details and procedures can change. If you notice information on this page that appears outdated or incorrect, please let us know.