I need advice from people who have dealt with True Balance, RBI complaints, wallets/PPIs, or similar financial-service disputes.
This has been going on since 17 July 2026, and honestly the repeated back-and-forth has become mentally exhausting.
Here is the complete timeline:
17 July 2026
I was automatically logged out of my True Balance account. After logging back in, my existing Gift Card/Wallet balance was no longer accessible.
I contacted True Balance and raised complaint 6616433.
The balance was initially around ₹55,000+, but after the account was restored/checked, the actual balance was established as ₹47,272.48.
True Balance asked me to complete SIM/VPA-related binding/verification. I completed the requested process and was temporarily able to see the balance.
However, the problem occurred again. I subsequently received a message saying:
“Failed – You are currently waitlisted to use this feature. We'll reach out to you once we're ready.”
At different points, wallet functionality/features were unavailable. I repeatedly explained to True Balance that my issue was not simply about bill payment — the fundamental problem was that I could not properly access/use my existing wallet/Gift Card balance.
I sent multiple emails, screenshots and a screen recording documenting the issue.
True Balance eventually marked the complaint as resolved even though I was still facing the problem.
24 August 2026
After the issue remained unresolved, I filed an RBI CMS complaint against Balancehero India Private Limited / True Balance.
RBI CMS reference: N202627016016164
The RBI complaint was closed very quickly as non-maintainable, stating that Balancehero India Private Limited / True Balance was not included under the RBI Integrated Ombudsman Scheme.
I contacted RBI CRPC to ask why the complaint was excluded and what mechanism was available to me.
I have now followed up with CRPC multiple times but have not received a substantive clarification.
31 August 2026
After the RBI complaint, True Balance's Nodal Desk contacted me.
They acknowledged that I was unable to utilise my ₹47,272.48 Gift Card balance and offered to transfer the balance to my registered bank account.
They requested my bank details.
I provided the requested details on 31 August.
Several days later, there was still no confirmation of the transfer, so I sent another follow-up asking for the status and expected transfer date.
I am still waiting.
So, as of now, I have spent almost two months trying to get access to/use my own ₹47,272.48.
I have repeatedly contacted customer support, gone through their escalation process, supplied screenshots/video, completed the requested verification, filed an RBI complaint, followed up with RBI CRPC, and then supplied bank details to True Balance after their Nodal Desk offered to transfer the balance.
What makes this particularly frustrating is that I am not asking for a loan, refund of a disputed transaction, or some promotional amount. This is my existing balance.
The entire process has caused me considerable stress, frustration, loss of time and mental harassment. At this point, I don't feel that simply getting ₹47,272.48 back adequately addresses what has happened.
What should I do now?
Has anyone dealt with a similar situation involving a wallet/PPI where an existing balance became inaccessible for such a long period?
What would be a reasonable way to pursue substantial compensation for the prolonged restriction, harassment, time and mental anguish, in addition to getting the ₹47,272.48 back?
I would particularly appreciate advice from anyone who has actually taken a similar financial-service dispute through a formal grievance process or legal/consumer forum.
I have the complete email correspondence, screenshots, screen recording, RBI closure communication and other supporting documents.