Atm - money not dispensed but debited?

Question

Hi, I am Kavitha Vani, I Tried to withdraw money from ATM Tulsinagar Branch, Hyderabad on 28 Feb, 2016 1:20 PM (approx). The amount I Tried to withdraw was 10, 000. When I entered the details the I didn't get any money or slip from ATM machine. The person next was able to withdraw the money without any issues. I didnt knew the problem why. I tried multiple times and ATM was blocked. I took a cab and left, within 5 mins i got a message indicating the amount debited from my account. I quickly ran to the ATM and check, but was no help (Watchman said the money didn't come out of it). I tried to complain the (the ATM was just beside the bank) they said go complain to your bank. I went to bank  the next day, I gave a written letter to manager regarding the same, no update after that . Its been more than 2 weeks no clue where my money is. 

Answer 1

Dear Kavitha

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.

Since it was 2 weeks that you gave a written complaint to the bank, they should have responded to you with facts, viz., whether it was a successful transaction or was a technical glitch.  I stated successful, because after you left the ATM, assuming without cancelling the withdrawal you tried, someone who was observing, might have played a fraud and would have withdrawn money of the live system.  This probability can be checked from the CCTV recording, which you should be demanding from the bank.  Since the branch is not responding, you may complain to the Nodal Officer of the bank.  The process is stated hereunder.

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