Unauthorized / Fraud withdrawal of 20000 from my account?

Question

Hi All, There was an unauthorized amount withdrawal of 20000 from ATM after i had performed my transaction of 6000 and it was done in the ATM that was present next to the ATM in which I had withdrawn the amount my transaction completed at 30-Sep-2015 7:16 pm and the other transaction of 20000 was done at 30-Sep-2015 7:22 pm. Its my salary account and i had raised the ticket with  Customer Care  And no response or resolution yet whenever i call the customer care they say they are working on it but i don't see if that is really being worked. I had done withdrawal from ATM only and the fraud withdrawal had happened on  ATM Only. Not sure why is that they are taking so long to investigate. And there are 5 ATM's in same place in 2 Shop's in the 1st shop there are 3 ATM's which has no security guard at all. I have done a bigger mistake banking with these people. Kindly get the issue resolved.

Answer 1

Dear Kempraaj

At the outset, let me clarify that this site is designed by a group of Senior Banking Professionals to assist Bank Customers to provide guidance for resolution of any complain/query in respect of financial services. This site does not belong to any Bank or a regulator, which may please be noted.

The sequence narrated is confusing.  You withdrew Rs.6000/- from one ATM at 7:16 pm and from another adjoining ATM a cash withdrawal of Rs.20000/- took place from your account at 7:22 pm.  In the absence of both the Debit Card and PIN, no cash withdrawal is possible from ATMs.  The Debit Card was in your possession and the PIN is known only to you.  Then, how the 2nd cash withdrawal could take place on another ATM in a matter of 6 minutes.  You must have also received an insta message on your mobile regarding the 2nd debit too. Trust, you were careful enough to ensure that no other person was near you/ATM, while you withdrew the amount.

Notwithstanding the above, if the 2nd cash withdrawal was not done by you, please report the matter in writing to your home branch, giving full details under acknowledgement.  You should also insist for CCTV footage / clipping / images of the purportedly fraudulent withdrawal to understand / check as to who had withdrawn the amount from your account.  If the responses from the branch/bank are not to your satisfaction, you may take it up further as per the following process.

1.    Go to your Bank’s website and search for grievance redressal (or similar name) button and submit your complaint online.

2.    If you do not receive any reply / satisfactory reply within 10 days, lodge your complaint with the Nodal officer of the Bank (either through email or letter)

3.    If you do not receive any reply / satisfactory reply within 10 days from the Nodal officer, lodge your complaint with the Principal Nodal officer of the Bank (either through email or letter)

4.     If you are still not satisfied with the reply / do not receive reply from the Principal Nodal officer within 10 days, lodge your complaint with the Banking Ombudsman (either through letter or email)

RAJA