Archive · 26 Sep 2025
RBI Highlights Customer Support Issues in FinTech
The RBI released a report about FinTech apps in India.
The main problem is customer support and service.
Users are often unhappy with slow responses, difficult complaint processes, and limited ways to contact support.
Technical issues like app crashes also cause issues.
The good news is that people generally feel positive emotions like trust, but negative emotions such as anger and fear also appear, underscoring the need for improvements.
Payment and lending apps are downloaded more often.
Customer support and service is a major concern across sectors.
Unresponsive support and inadequate grievance resolution are primary issues.
Technical issues and app functionality are significant concerns.
Positive emotions like trust are prevalent, but negative emotions are also present.
Payment and lending apps are more likely to be installed.
- Who
- RBI
- What
- Report on FinTech customer experience
- When
- Unspecified (Report Release)
- Where
- India
- Why
- To analyze customer experience in FinTech apps
Customer Issues
FinTech Strengths
Customer Service
Customer Issues
Customers face unresponsive support and limited contact options.
FinTech Strengths
The study highlights a mostly positive user experience.
- Source
- RBI
- Main Concern
- Customer support and service
- Positive Emotions
- Trust, anticipation, joy
- Negative Emotions
- Anger, fear, sadness
- India's Fintech Downloads Q4 2023
- 481 million
Sources
Payment & Lending Applications More Likely To Get Installed Than Banking Apps: RBI Bulletin
Indian Economy Resilient Despite Global Uncertainty; RBI Bulletin Highlights Growth, Fintech And UPI Adoption
Lending & payment apps more likely to get installed than banking apps: Report
