Double debit on swiping the debit card?

Question

Hi, On 5th February, 2016 my account got debited twice when I swiped my debit card in the Reliance Digital store. I am following up with the branch for two months now but haven't received any update. This is a transaction of Rs. 21, 121 and I am losing out interest on this money for this period. I have attached the screenshots of the store's swiping machines on that particular date with my previous mail. It shows that they have received the money only once. I would like to get the money back with the interest for 2 months.
Thanks

Answer 1

Dear Sulemaan

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.

Why did you keep your cool for 2 months, when an amount of Rs.21121/- debited 'twice' from your account for a single transaction?  Have you given a written complaint to your home branch and obtained an acknowledgement?  Just on the strength of the swipe slips provided by the merchant, you can't be really sure that they got the amount only once.  Possibility is that, they might have got the money twice.  What was the response of your home branch regarding the issue of double debit in your account?  The bank can't simply make you wait for 2 months to clarify regarding the debits or reverse one of the entries.  If you are sure that the bank is at fault and home branch is not responding, you may take up the matter with the senior management and the process is appended here under, duly ensuring that Reliance Digital did not get the credit twice.  However, prior to that, the better course would be to visit the branch and seek a clarification from the related officials / manager.

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