Immediate response genuine or fraud call i don't know.?

Question

After submitting complain immediate a call received from bank demanding details regarding this account & also demand any other account details of any bank. My account no. is XXXXXXXXXXX0309 farkhpur branch dist. Yamuna Nagar On 29th evening at 06.00 PM i tried to withdrawal Rs 10, 000/- from ATM but cash not dispensed. On 1st march at very morning 04.35 AM message received from your Bank that Rs. 10, 000/- debited to my account.I visit the branch but they are not give me satisfactory answer. I tried to file complain on bank site but there are no any option to submit complain. Now you are requested to please look into the matter & arrange to credit the amount.
Thanks, 

Answer 1

Dear Vjaini

At the outset, let me clarify that this site is designed and managed 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.

The possibility is that, once you left the ATM, assuming that the ATM would not dispense the cash for the withdrawal, someone waiting for the opportunity might have taken away the cash in an ingenious way, say by fraud.  Since the branch is not responding, you may take up your grievance, as per the process given here under.

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

RAJA

Answer 2

Dear Vijaini,

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.

I look at the issue raised by you from two angles, as under:

1. The transaction attempted by you on 29th evening was successful. That means you had received cash. But due to technical reasons SMS was triggered immediately. Instead you received the SMS on  Ist March morning at 4.35 . Accordingly, your claim on non dispensation of cash by the ATM may become questionable.  You have not indicated in your complaint if you had lodged a complaint with the bank regarding  non-receipt of cash on 29th itself. This is only a view and should not be construed as casting any aspersion on your integrity.

2. In the second scenario, if you have not accessed the ATM at 4.35 on 1st March 2016  but your account was debited even as the debit card was in your possession, there was a possibility of your having become victim of skimming fraud. If this is proved, then the bank may reinstate the amount to your account subject to your fulfilling the bank's requirements as may be advised to you. 

Only a thorough investigation by your bank can establish the true facts. On your part, if you have not withdrawn the amount at all either on 29th or on 1st, you must lodge a written complaint with  your bank and demand satisfactory explanation. If the bank fails to respond to your satisfaction within 30 days from date of your complaint, you may lodge a complaint with the Banking Ombudsman narrating the sequence of events in general and your grievances in particular.

I am sure the BO would get the matter resolved.For address of the Office of the Banking Ombudsman, Area of Operation (jurisdiction) and the procedure for lodging complaint, you may access the website https://bankingombudsman.rbi.org.in/

 

Regards

 

J R Mohandas