Accidentally Recharged the Wrong Mobile Number? Here's What You Can Do

Kathmandu: With the rise of mobile banking and digital wallets, topping up your mobile balance is just a few taps away. There's no need to buy physical recharge cards anymore. But with this convenience comes a common risk mistakenly recharging the wrong mobile number.

A small error while entering a number can send your money to someone else. In such cases, many users are left wondering whether they can get their money back.

If a mistaken bank transfer is made to the wrong account, there are official ways to recover the amount. But when it comes to mobile recharge, the chances of getting a refund are very low. While digital wallets and telecom providers claim to assist with such issues, the refund process is often difficult and time-consuming.

Why Refunds Are So Complicated

The main issue lies in taxation. Once a recharge is completed, taxes on the amount are immediately deposited into government revenue. This makes reversing the transaction nearly impossible. Digital wallets and telecom companies say they try to help, but customers often face frustrating delays and unclear processes when seeking refunds.

Digital Wallets Are Just Facilitators

If you make a mistake while recharging through platforms like eSewa or Khalti, these companies only act as intermediaries. The final decision on whether a refund is possible lies with the telecom providers, Nepal Telecom or Ncell.

Ravi Shakya, Chief Strategy Officer at eSewa, said, “As soon as we receive a complaint, we forward it to the concerned telecom provider and request a refund. The telecom company is responsible for resolving the issue.” According to him, eSewa has helped many users get refunds this way especially with support from Nepal Telecom. However, he noted that Ncell is often less responsive in such cases. Khalti also says Nepal Telecom responds quickly to such cases.

How to File a Complaint on eSewa

• Open the eSewa app and tap the Support button at the bottom.

• Select Load Money or Get Support, then explain your issue and mention the wrongly recharged number.

• Once your complaint is registered, a company representative will contact you to follow up.

How to File a Complaint on Khalti

• Open the Khalti app and go to Help and Support at the bottom.

• Use the available messaging options (Viber or WhatsApp) for direct chat.

• You can also go to Report Issues and submit your complaint along with proof (such as a screenshot).

What Do Nepal Telecom and Ncell Say?

Both telecom providers acknowledge that refunds are difficult once a recharge is successful and taxes are deducted. However, they have differing opinions on the responsibility of refund. 

Ncell considers the issue primarily a transaction between the customer and the wallet. A company representative said, “Although we’re not directly responsible, we try to help by coordinating with the wallet if a complaint is filed.” Ncell also said that most mistaken recharges happen during money transfers, and they try to resolve such issues through coordination.

Nepal Telecom co-spokesperson Nabin Kumar Mishra explained why refunds are nearly impossible. “It may seem like a small mistake to the customer, but for our system, it’s very complex,” he said. “Once the 13% telecom service charge and 13% VAT are deducted, the money goes directly to government revenue, making refunds extremely difficult.” Still, he noted that in exceptional cases, individual refund requests are sometimes addressed.

So, What’s the Best Solution?

When the official refund process is so complex, what should users do? According to Mishra, the most practical solution is to directly contact the person whose number was mistakenly recharged and request the money back. While this depends on the other party’s willingness, it is often faster than going through official channels.

As digital transactions become more common, users need to be extra cautious. Double-checking the mobile number before recharging can prevent unnecessary hassle and financial loss. In cases like these, prevention is far easier than chasing a refund later.

 

पछिल्लो अध्यावधिक: साउन १५, २०८२ १४:१७

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