NPCI has just 10 people providing customer support for UPI related problems

[Sushubh]

Chinks in UPI armour begin to show; users lose money on failed transactions | Business Standard News

“Banks are adding capacity but the growth in transactions is much higher than capacity addition. So, these problems are bound to arise. There is a help desk of about 10 people at NPCI, too, which works round the clock. But, we don’t advertise it much because we don’t want people to call. Every call costs us about Rs 60. So, we prefer to receive complaints through Twitter or through the app,” he said. The official added they were trying to reduce the failure rates and it had been brought down from 10 per cent to about two per cent. The benchmark was to reach a one per cent failure rate.

this article is very fascinating. failure rate used to be as high as 20% though they now claim it is around 2% these days and they are aiming to bring it down to 1%.