Activities of Hackers with bank accounts of Railway Employees?

Question

I am working as Head Typist,I am having SB Account, through which I am drawing salary from 1996 onwards. On 3rd Oct’2015, when I could not get Rs.6000/- cash from Bank ATM due to server problem, after 20 min again I tried to draw Rs.6000/- which was dispensed. When I checked my account through internet I found that Rs.12, 000/- was debited from my account. I lodged a written complaint on the banks prescribed format with above branch on 7th Oct’2015. Till 15th Oct’2015, my complaint was not resolved. On 15th Oct’2015, at 12.30 hours which I enquired about the same, the bank Complaint Dealer told that my complaint is with the Branch Manager and it would be resolved in the evening or tomorrow. On the same day at 06.00 pm, I received a phone call from one Mr.Om Prakash Agarwal, who introduced himself as Manager, and also gave me the Bank code. Further, he conveyed all the details which I had written in the Complaint form, like Name, Address, Cell No., A/C No., ATM Card No, my complaint details also the Complaint Ticket No.and asked me to confirm the same. As the details he conveyed were correct, I believed that he is an authorized person from. Also, as the above Complaint Dealer had told me that the complaint would be resolved in the evening or next day, I believed it is related to my complaint itself. He asked me to read the SMS which I would receive very soon. As I read the SMS which contained OTP No., I found that my account was being debited to the tune of Rs.49, 496/- within 10 minutes. Sir, I humbly request your goodself to kindly initiate appropriate action in the matter Regards Umesh Bhat

Answer 1

Mr Umesh,

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.

There are two aspects to your complain, one reversal of Rs 6,000/- for the funds not dispensed by the ATM and second is about cheating by a fraudster to the tune of Rs 49,496/-. 

As regards first issue, normally funds are credited back to the account after the cash replenishment in the ATM by the Bank/Service Provider when it is known that funds were not dispensed for a particular transaction that gets recorded on ATM log. You may escalate the matter to the nodal officer - grievances whose coordinates (contact) would be available on the Bank's website. If your complain is not resolved by nodal officer within a reasonable period, you may approach Banking Ombudsman for resolution.

Second part of the complain is tedious, as you parted with the personal information like OTP believing the caller as authorised representative of the Bank as he perhaps was in possession of all the information relating to your complain. In this case, you have no other option but to approach Police Station for registering a FIR against unknown person (fraudster) by providing the number from which you received the call. The investigations will be carried out by the Investigating Official to find out the leakage of your complain and where about of the fraudster.

Regards

Deepak