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If bonus or split-adjusted shares are missing after a corporate action, do not rely on the broker app’s displayed balance or assume the credit is merely late. First verify the issuer’s announcement, record date, ratio, ex-date, ISIN and your eligible holding. Then reconcile the complete depository statement with the broker or DP ledger and the issuer’s registrar (RTA) record. For a non-received corporate-action credit, SEBI’s investor guidance says to approach the company first; unresolved discrepancies can then be taken to the depository and SEBI’s SCORES platform.
Start with the entitlement, not the app balance
A bonus issue gives eligible shareholders additional shares under terms announced by the issuer. A stock split changes the face-value denomination and the number of shares, while a consolidation reduces the number of shares. In each case, entitlement is determined by the issuer’s published terms and the record-date holding—not by the date on which your broker app happens to refresh.
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Before raising a complaint, collect the corporate-action notice or exchange filing and verify these fields exactly:
- Action type: bonus, split, consolidation or another corporate action.
- Record date: the date used to identify eligible holders.
- Ratio: for example, the announced number of new shares for each qualifying share. Use the issuer’s exact notation.
- Ex-date: the date from which the security trades without the entitlement.
- ISIN: the identifier before and, where applicable, after the action.
- Your holding on the record date and the expected credited quantity.
Do not calculate an entitlement from a current balance if you bought, sold, transferred or pledged shares around the record date. The relevant quantity is the eligible holding established in the issuer’s records.
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How to check whether the shares are actually missing
Read the complete demat transaction statement
An account summary can lag behind the underlying ledger or omit a separate corporate-action entry. Download the full transaction statement from your depository participant (DP) or depository and search around the issuer’s processing date. Look for a distinct credit, a pending or rejected entry, a reversal, or a credit under a changed ISIN.
Check both the quantity and the narration. A split may appear as an additional quantity or as a debit and credit connected to an ISIN change. A bonus may be posted separately from the original holding. The exact presentation varies by issuer, registrar and depository, so preserve the original statement rather than relying on a screenshot of the app.
Compare three records
Put the following side by side for the same security and dates:
- The issuer’s corporate-action notice and any entitlement statement from its registrar/RTA.
- The broker or DP ledger, including back-office holdings and transaction entries.
- The complete NSDL or CDSL statement for the demat account.
Reconcile the ISIN, record-date quantity, credited quantity and current balance. If one record shows a credit that another does not, identify whether the difference is a display delay, a failed posting, an account mapping error or an issuer-side entitlement problem.
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Follow this escalation sequence
1. Ask the issuer or registrar to confirm your entitlement
For non-receipt of bonus, stock-split, consolidation or similar corporate-action shares, SEBI investor material directs investors to raise the matter with the company. Send the issuer and its registrar/RTA one complete request containing:
- Company name and security name.
- Corporate-action type, record date, ex-date and announced ratio.
- ISIN before and after the action, if it changed.
- Expected quantity and the quantity actually credited.
- DP ID and client ID, or the folio details used by the registrar.
- A dated demat statement extract showing the discrepancy.
- Any entitlement advice, broker ticket and prior correspondence.
Ask for a written confirmation of the eligible quantity, the posting status and the specific reason for any rejection or mismatch. Keep the issuer’s acknowledgement or case number.
2. Ask your broker or DP to reconcile its ledger
Send the same evidence to the broker or DP. Request a written reconciliation of the account ledger with the depository statement, including whether a corporate-action file is pending, rejected, reversed or posted under another ISIN. The DP can investigate account-side entries and pass the issue through its operational channel, but it may not be able to correct an issuer-side entitlement record. That is why the issuer/RTA correspondence should continue in parallel.
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3. Escalate to NSDL or CDSL when the discrepancy remains
Depositories facilitate automatic credit of bonus issues and stock splits. If the issuer/RTA and DP do not resolve the mismatch, use the applicable NSDL or CDSL investor-grievance route. Include the same record-date, ISIN and quantity evidence rather than opening a complaint with a different description.
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Ask the depository to determine whether the credit was sent, rejected, misdirected, or never received from the issuer-side process. A depository investigation can expose an account-posting problem, while the issuer or RTA must address an incorrect entitlement file.
4. File and track a complaint on SEBI SCORES
SEBI describes SCORES as “an online grievance redressal facilitation platform provided by SEBI.” It is a facilitation and tracking channel, not a substitute for first contacting the concerned entity and not an adjudicator of private disputes.
After approaching the company, registrar/RTA and relevant intermediary, lodge the complaint on SCORES if the matter remains unresolved. Attach the corporate-action notice, complete statements, ledger extracts, tickets, acknowledgements and all substantive correspondence. State the exact remedy sought—for example, credit of the verified quantity or a written explanation of a rejected entry—and preserve the SCORES complaint number and responses.
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Different participants hold different records. Sending the right evidence to the right party prevents circular replies and makes escalation more effective.
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| Party | Record it controls | Can it correct the ledger? | Evidence to provide | Acknowledgement and escalation role |
|---|---|---|---|---|
| Issuer and registrar/RTA | Corporate-action terms, record-date entitlement file and shareholder-level processing record | Can correct or reprocess an issuer-side entitlement or instruct the relevant posting process | Notice, record date, ratio, ISIN, expected quantity, DP ID/client ID or folio, statements and correspondence | Request a written case acknowledgement; first point of contact for non-receipt under SEBI investor guidance |
| Broker or DP | Account ledger, client-level entries and the intermediary’s view of demat postings | Can investigate and correct account-side posting issues within its control | Complete statement, broker ledger, account identifiers and issuer/RTA response | Request a ticket or written reconciliation; operational intermediary for account-side escalation |
| NSDL or CDSL | Depository-level transaction and holding records and investor-grievance processing | Can investigate depository-side discrepancies and coordinate with the relevant participant or issuer process | Statements, DP details, corporate-action notice, case numbers and prior replies | Provides a depository grievance route after the first-level approach |
| SEBI SCORES | Complaint submission, responses and escalation tracking | Facilitates redressal but does not itself adjudicate the underlying dispute | Supporting documents, acknowledgements, tickets and correspondence | Tracks the complaint after the concerned entity has been approached |
Common situations and the right check
The record date has passed but no bonus entry appears
Confirm that your record-date holding appears in the issuer or RTA entitlement record. Then search the full statement for a separate credit or pending entry. If the entitlement record is correct but the statement is not, ask the DP to trace the posting. If the entitlement record itself is wrong, seek correction from the issuer/RTA and attach proof of the eligible holding.
A split occurred, but the old quantity is still displayed
Check whether the split involved a new ISIN or a debit-and-credit sequence. Compare the pre-action and post-action ISINs in the statement and ask the DP whether the app is showing a stale security line. Do not infer that the split failed solely from an unchanged display balance.
The credited quantity is different from your calculation
Recalculate using only the announced ratio and the eligible record-date quantity. Check how the issuer treats fractional entitlements, if the notice addresses them, and whether any sale or transfer changed the record-date position. Ask the RTA for the calculation in writing instead of relying on a broker estimate.
The credit appears, then disappears
Look for a reversal, rejection or correction entry in the complete statement. Preserve both entries and ask the issuer/RTA and DP which event triggered the reversal. A temporary display followed by a reversal is not proof that the final entitlement is settled.
Build an evidence packet before contacting anyone
A complete packet reduces back-and-forth and keeps every party working from the same identifiers. Use a single chronology and label each attachment with its date.
- Corporate-action announcement showing the action, ratio, record date and ex-date.
- Security identifiers, including every relevant ISIN.
- Record-date holding proof and the complete demat transaction statement.
- Broker or DP ledger extract and screenshots only as supplementary evidence.
- Registrar/RTA entitlement advice, if issued.
- Copies of emails, service tickets, acknowledgements and replies.
- A one-line calculation of expected versus credited quantity.
Keep the original files and submission receipts. Redact unrelated account information when sharing documents, but leave the DP ID, client ID or folio and transaction dates visible enough for verification.
Use a precise written request
Your subject line should identify the action and security, such as “Non-receipt of bonus shares—[company name], record date, ISIN.” In the message, state the expected quantity, actual quantity, account identifier and the remedy requested. Ask the recipient to confirm whether the issue is an entitlement-record error, an unprocessed instruction, a rejected credit, an ISIN transition or an account-posting problem.
Send the request through the issuer/RTA’s published investor channel and your broker/DP’s support channel. Save the sent message, attachments and acknowledgement. When escalating, quote the earlier case number so the next party can see that the first-level process was attempted.
What not to do while the record is unresolved
- Do not treat a missing app display as proof that the entitlement does not exist.
- Do not assume the broker alone can correct an issuer-side entitlement file.
- Do not open multiple complaints with different quantities or dates.
- Do not discard statements after the balance appears to change.
- Do not trade on an uncorrected balance. Verify the corrected quantity and any adjusted price in a subsequent official statement before using the position for a trade, portfolio valuation or tax record.
Verify the final correction
When a party says the issue is fixed, obtain a fresh complete statement rather than relying only on an email or app refresh. Confirm the final quantity, ISIN, transaction narration and any related price adjustment. Match the result against the issuer/RTA’s written entitlement confirmation. If any field still differs, reply on the existing case and attach the new statement so the unresolved discrepancy remains traceable.
There is no universal credit timetable that applies to every bonus or split. Processing depends on the specific issuer action, its announced terms and the current status of the issuer-side and depository postings. Use the dates and status supplied for that action, not a generic promise of when shares “should” appear.
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