How to Resolve a Duplicate Payment on a Loan Statement

A duplicate payment entry on your loan statement may indicate an error, but similar entries can also relate to separate repayment obligations. Compare your loan statement, bank statement and payment receipts before reporting a discrepancy. Check transaction dates, amounts and reference numbers to understand how each payment was recorded.

• Compare your loan statement, bank statement and payment confirmations to verify the entries.
• Confirm whether an entry relates to an advance EMI, an overdue instalment or another obligation.
• Share transaction details and supporting documents through an authorised Bajaj Finance service channel to report the discrepancy.
• Ask how the payment affects your outstanding balance, overdue amount and repayment schedule.
• Keep your service request number and review your updated loan statement after the investigation.

If your complaint remains unresolved, the Reserve Bank of India (RBI) provides an escalation route for eligible complaints against regulated entities. Under its grievance framework, a complaint may qualify for escalation if the entity does not respond within 30 days or you are dissatisfied with its response, subject to the applicable scheme requirements.

A duplicate payment entry appears when your loan statement records the same payment more than once. However, you should verify the transactions before confirming an error. Your Statement of Account (SOA) records transactions associated with your loan, including repayments and other applicable entries. Entries showing the same amount, similar dates or matching transaction references do not always indicate duplication. One entry may relate to an overdue instalment, while another may cover your current EMI. An advance EMI or a separate payment may also explain why the entries appear similar. To investigate the discrepancy, compare the transaction date, amount, reference number and payment purpose across your bank statement, loan statement and payment receipts. Check whether each entry corresponds to an actual bank debit and a separate repayment obligation. If the records remain inconsistent after these checks, contact Bajaj Finance through an authorised channel. Ask the service team to verify how each payment was recorded and allocated to your loan account, and request clarification if any entry appears incorrect.

Why might duplicate payment entries appear on your loan statement?

Duplicate-looking entries can reflect separate repayment obligations, differences in transaction records, or a possible account discrepancy. Check the underlying transactions before assuming your loan account contains an error.

Consider these possible explanations:

• Overlapping payments: You may have paid an EMI manually while an automatic debit was also being processed.
• Earlier overdue instalments: An entry may relate to an outstanding instalment rather than the current EMI.
• Advance EMI: A payment may cover an upcoming instalment rather than represent a duplicate transaction.
• Separate loan transactions: Similar amounts may relate to different repayment obligations.
• Processing or recording differences: Your bank and loan statement may display transactions differently or require reconciliation.
• Possible duplicate recording: An entry may need investigation if the transaction details do not match a separate payment or valid obligation.

Each situation requires a different response. Two bank debits for the same EMI may require a different investigation from two loan statement entries that correspond to one bank debit. Compare the transaction references and payment purposes. If you cannot explain an entry, report the discrepancy through an authorised service channel and request a review of your loan account.

How can you verify a duplicate payment on your loan statement?

You can verify a suspected duplicate payment by comparing your loan statement with your bank statement and payment confirmations. Review the transaction details instead of relying on the number of entries alone.

Follow these six steps to investigate the discrepancy:

1. Open your loan statement: Sign in to the Bajaj Finance My Account portal or the app where available, and select the relevant loan account to access your Statement of Account.
2. Identify the entries: Note the dates, amounts, descriptions and transaction references of the entries that appear duplicated.
3. Check your bank statement: Find the corresponding debit transactions and confirm whether one or both payments were deducted from your bank account.
4. Review payment confirmations: Compare receipts and transaction references with the loan statement to understand the purpose of each payment.
5. Check your repayment schedule: Review the EMI due dates and determine whether an entry relates to another instalment or repayment obligation.
6. Record the discrepancy: List the entries you cannot reconcile and keep copies of the relevant supporting documents.

If your bank statement shows one debit but your loan statement shows two entries, report the mismatch. If your bank statement shows two debits for the same EMI, contact your bank and the lender to investigate the possible duplicate deduction. Neither situation automatically confirms that you qualify for a refund. Ask the service team to verify the transactions and explain how they affect your outstanding balance and repayment obligations.

You can report a suspected duplicate payment through the authorised customer service channels available to you. Provide clear transaction details and supporting records so the service team can identify the entries and investigate the discrepancy.

Keep these details ready before raising a request:

• Your Loan Account Number (LAN), or the identifying loan details requested through the authorised channel.
• The dates and amounts of the suspected duplicate entries.
• A bank statement showing the relevant debit transactions.
• Payment receipts or transaction reference numbers, where available.
• A loan statement showing the entries in question.
• A brief explanation of why the entries appear inconsistent.

Sign in to the Bajaj Finance My Account portal and look for the Help and Support or service-request options. Select the relevant loan account and choose the closest available payment-related query option. Explain the discrepancy clearly and attach supporting records if the platform permits attachments. After submitting your request, retain the service request number for follow-up. Ask the service team to confirm whether the entries represent separate transactions, whether a duplicate was recorded and how the outcome affects your account.

If you cannot find a suitable request option, use an authorised customer service channel to ask about the applicable investigation process. Do not assume a specific refund amount or completion date.

How can a duplicate payment affect your outstanding loan balance?

A duplicate-looking entry does not automatically mean your principal has reduced twice or that your next EMI has been paid. The lender must verify the transactions and confirm how it has applied each payment.

The outcome depends on the transactions and the lender's findings. Do not assume that a duplicate entry automatically triggers a refund, reduces a future EMI or changes your repayment schedule. Ask the lender to confirm the result and review your updated account records.

What can you do if your duplicate payment complaint remains unresolved?

If the discrepancy remains unresolved, follow up with the lender using your existing service request number. Provide the transaction dates, amounts, payment references and relevant bank statement entries again if needed. Ask the service team to explain which transactions it verified, how it recorded the payment and whether it needs further information from you. If you receive a correction or adjustment confirmation, review your latest loan statement to check that the relevant entry and balance reflect the outcome. If your complaint concerns a regulated entity covered by the RBI's grievance framework, you may be able to escalate it through the applicable scheme. The Reserve Bank - Integrated Ombudsman Scheme, 2026, effective from 1 July 2026, provides a grievance redress mechanism for eligible complaints. You must first approach the regulated entity. You may qualify to escalate if you do not receive a response within 30 days or are dissatisfied with the response, subject to the scheme's conditions.  Keep your original complaint, service request number, transaction records and responses. Continue meeting your existing repayment obligations unless your lender confirms a change.