Bank — Unauthorized ATM withdrawal?

Question

Dear Sir, On 12-Nov-2015 17:52 I got message through SMS in my mobile number that 10000 has been withdraw from ATM. I read the SMS at that time another two message received that 10000+5000 withdraw from ATM. I was in office at that time with ATM debit card. I immediately open on bank online details with userid and password and found that same transaction has been happened. I immediately inform the customer care by phone such matter. They block the card and logged the complain and shared complained id also. Today 13-Nov-2015 I got phone from bank that you have to submit with filling a form with signature for such matter in any nearest standard chartered branch. I have submitted form in DLF 7A building gurgaon. I informed that I never ever used this card for shopping but the incident came with me. They told me for investigating such matter in 48 hours but not confirmation for revert amount. I have lost 25000 amount the negligence of bank security. Please take action on same. Thanks Mrityunjay Ravi

Answer 1

Dear Mrityunjay,

 

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

It appears that your card data and also PIN got compromised and your account was accessed using a counterfeited card. It is a case of skimming fraud and in the normal course, your bank would compensate you for the loss. The bank may  do this after thorough investigation to satisfy that you indeed had become a victim of skimming fraud and you had no direct or indirect role  in the same, following a due process.

In case you bank fails to compensate and if you can prove that you were not present at the place of withdrawal and your card was in your custody, you may approach the Banking Ombudsman for resolution of your grievance.

For address of the Office of the Banking Ombudsman, Area of Operation of the BO (jurisdiction) and the procedure for lodging complaint you may visit https://bankingombudsman.rbi.org.in

Regards

 

J R Mohandas