Location/place: RANCHI
Name of company/service: STATE BANK OF INDIA
I am Madhwa Nand Sharma, holding account with your bank SBI, Account Details Are:
# Savings Acc No: 00000010908132353
#Branch : Chirkunda
#card n0 : 4591510051786205
I have debitted 10,000 from SBI ATM, Tagore Hill Road,Ranchi, at 8 am on 14/08/2012, but when transaction
was about to complete there was power shutdown and machine turned off. After that, i checked the mini statement
at other atm of SBI, i found that 10,000 has been deducted from my account, i waited for 10 days then i am sending
mail to u about this.
I have also write the complain details at the guards book present at that atm.
I have also raised a complain regarding this online on the given number for atm complaint at 1800112211
complain no: AT39686019789 , but without resolving my complain my complain has been closed and a sms sent by customer care that contact your branch for the problem.
When i meet the manager of sbi chirkunda branch, dhanbad, he ask me to go to ranchi and contact the branch whose atm is associated with it.
After then i ask him if this problem is arise in mumbai then i have to go to mumbai, after then he asked me to register complain again for this. Then i again register complain AT39686196203 and gave it to take action on my problem.
As according to RBI Guidelines
RBI/2010/11/547
DPSS.PD.No.2632 / 02.10.002 / 2010-2011 May 27, 2011
The Chairman and Managing Director / Chief Executive Officers
All Scheduled Commercial Banks including RRBs /
Urban Co-operative Banks / State Co-operative Banks /
District Central Co-operative Banks
Madam / Dear Sir
Reconciliation of failed transactions at ATMs
Please refer to our letter DPSS No. 711 / 02.10.02 / 2008-2009, 1424 / 02.10.02 / 2008-
2009 and 101 / 02.10.02 / 2009-2010 dated October 23, 2008, February 11, 2009 and
July 17, 2009 respectively on the captioned subject.
2. Reserve Bank has been continuously monitoring the implementation of various
directions by the banks. Based on a review of the developments and with a view to
further improve the efficiency of operations, it has been decided as under :-
a. The time limit for resolution of customer complaints by the issuing banks shall
stand reduced from 12 working days to 7 working days from the date of receipt of
customer complaint. Accordingly, failure to recredit the customer’s account within
7 working days of receipt of the complaint shall entail payment of compensation
to the customer @ Rs. 100/- per day by the issuing bank.
b. Any customer is entitled to receive such compensation for delay, only if a claim is
lodged with the issuing bank within 30 days of the date of the transaction.
c. The number of free transactions permitted per month at other bank ATMs to
Savings Bank account holders shall be inclusive of all types of transactions,
financial or non-financial.
d. All disputes regarding ATM failed transactions shall be settled by the issuing
bank and the acquiring bank through the ATM system provider only. No bilateral
settlement arrangement outside the dispute resolution mechanism available with
the system provider is permissible. This measure is intended to bring down the
instances of disputes in payment of compensation between the issuing and
acquiring banks. 3. The directive is issued under section 18 of Payment and Settlement Systems Act
2007, (Act 51 of 2007).Non-adherence to the provisions of this circular shall attract
penalty as prescribed under the Payment and Settlement Systems Act 2007 (Act 51 of
2007).
4. This directive shall come into effect from July 01, 2011.
5. Banks may widely publicise these changes at all ATM locations and by individual
intimation to customers.
6. Please acknowledge receipt.
Yours faithfully
G Padmanabhan
Chief General Manager
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