Amount debited but not received from atm?

Question

On 12th of Feb 2016 (Friday )at about 8 pm to 9Pm, I did a transaction of Rs 8, 000/-from my bank  ATM at bhati petrol pump Kile ki dhal, Nagaur along with my Nephew, but the amount was not received from ATM machine nor the slip was received from the machine, but later on SMS alert showed successful transaction .We were surprised to see that the transaction was successful, even without receiving money and the receipt of transaction. Then on, we informed home branch about the same and they told me contact customer  I call them and they provide me complaint Number for the reversal entry and tell me please wait for 5-7 days. But we waited nothing happened hence, we gave complaint in writing along with complaint Number in Home branch but Now after 7-8 days they said since the transaction was successful, so they cannot help. We also contact Home branch manager but they verbally replied the same. I will be grateful to you and request to help in this matter  

Answer 1

Dear Manjur

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.

I assume that, since the cash withdrawal transaction was attempted at an offsite ATM, that too at a petrol pump, there could be a possibility of some fraudster/s taking away the amount.  However, you may email your complaint to the Nodal Officer of the bank (details available on their website) and in the absence of his response, might explore the possibility of complaining to Banking Ombudsman, provided you strongly feel that there was no negligence on your part, when you tried the ATM withdrawal, like not waiting for couple of minutes for the cash / leaving the ATM in a hurry etc, which might have enabled the fraudsters to take away your money.

RAJA