Fraudulent transaction on atm card?

Question

Dear Sir I used my atm debit card at the atm located in sec 7 branch faridabad on 18th Oct 2015. The atm was poorly guarded 4 or 5 people were allowed inside the atm. When i used my card the options on the screen of the machine froze and stopped responding . . It started working after sometime and i wanted to wthdraw 200 rupees but the atm gave message that it has only 500, so i cancelled the transaction. That same day in the evening i withdrew 500 rupees from atm and i was shocked to know that 20000 rupees were deducted from my account which is a fraudulent transaction without my knowledge. It is my hard earned money that i lost. I have lost trust in  bank atms. Kindly help me get my money back.I also shud get access to the cctv footage so that i can understand the problem. I have reported this to banks customer care and the complaint I was not satisfied with the customer care experience. Kindly help me from these problem

 

Answer 1

Hi Nitin

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 query / complaint / grievance in respect of financial services.  This site does not belong to any Bank or a Regulator, which may please be noted. 

It appears from your mail that there is debit of Rs.20000/- in your account on account  of ATM transaction. First of all when you had declined to withdraw Rs.200/- where you satisfied with the balance shown Rs.500/- Secondly did you transact infront of other persons were also present in the ATM.  We need to know exactly what happened. The reason is you say machine shown Rs.500 as balance and later in the evening you withdraw Rs.500/- but the question is did you check the balance or do you have transaction slip showing balance after withdrawal of Rs.500/-.

Please provide us with the full details of the transaction on that day to enable us to study with and provide best reply. In the meantime kindly approach your branch manager and ask for all the details. Please note for future not to enter ATM when already some one is already there and not to seek help of anyone for transaction.

 

Uday

Answer 2

Mr Nitin Chandra,

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 query / complaint / grievance in respect of financial services.  This site does not belong to any Bank or a Regulator, which may please be noted. 

The unauthorised withdrawal through ATM appears to be a case of debit/ATM card skimming where a device is installed on the card insertion slot of the ATM in order to capture card details on the magnetic strip. There is also a possibility of capturing your PIN either through a camera or using an artificial number pad. You will have to report the matter to the nodal officer - grievances whose coordinates (contact) would be available on the Bank's website. If you do not get satisfactory response within a reasonable period, you may approach Banking Ombudsman/Consumer Forum for resolution of your complaint.

It appears that you have not opted for SMS alert facility as you got to know about fraudulent withdrawal when you went to withdraw funds in the evening. It is advisable to have SMS alert facility for the transactions carried out in your account.

Regards

Deepak