Customer service issues: For any new payment instrument to flourish it is necessary that it provides the same degree of comfort and convenience in its repeated and regular usage with minimum fail rate. Though banks should strive for a zero fail rate, it may not be feasible to eliminate failures fully. Such failures give rise to customer service issues.
Appropriate processes have to be implemented for speedy resolution of such complaints within a reasonable time period. RBI has taken a number of initiatives in improving the resolution time period especially in case of failed ATM transactions. However, there are a number of grey areas which need to be resolved.