The Pune District Consumer Disputes Redressal Forum (consumer court) has directed the State Bank of India (SBI) to pay a compensation of Rs 10,000 to a woman whose account was debited of Rs 5,000 despite a failed ATM transaction of the said amount.
On July 14, 2010, Nirmala Mahadeo Hande from Pimple Saudagar had tried to withdraw Rs 5,000 from SBI’s ATM at Narpatgir chowk in Somwar Peth. However, the first ATM machine failed to dispense money even after entering the PIN. She therefore cancelled the transaction and moved on to the second ATM machine next to the first one. She had withdrawn Rs 7,000 from that machine but the ATM receipt reflected a debit amount of Rs 12,000.
Hande immediately lodged written complaint in this regard with SBI’s main branch in Pune. After continuous follow-up, the Bank deposited Rs 5,000 in her account on August 7, 2010, but on September 28, 2010, the Bank froze the account citing that internal investigation by the Bank was pending. When Hande demanded to see the CCTV footage of the ATM centre, the Bank refused to show it to her. She later approached the consumer court against the bank.
After hearing both sides, the consumer court bench headed by its president Anjali Deshmukh and member S K Kapse in their order held SBI guilty of negligence and responsible for deficiency in service. “The SBI took over an year to conclude its investigation and the complainant was unable to use principal amount from July 14, 2010 to September 10,2011,” the order stated.
On July 14, 2010, Nirmala Mahadeo Hande from Pimple Saudagar had tried to withdraw Rs 5,000 from SBI’s ATM at Narpatgir chowk in Somwar Peth. However, the first ATM machine failed to dispense money even after entering the PIN. She therefore cancelled the transaction and moved on to the second ATM machine next to the first one. She had withdrawn Rs 7,000 from that machine but the ATM receipt reflected a debit amount of Rs 12,000.
Hande immediately lodged written complaint in this regard with SBI’s main branch in Pune. After continuous follow-up, the Bank deposited Rs 5,000 in her account on August 7, 2010, but on September 28, 2010, the Bank froze the account citing that internal investigation by the Bank was pending. When Hande demanded to see the CCTV footage of the ATM centre, the Bank refused to show it to her. She later approached the consumer court against the bank.
After hearing both sides, the consumer court bench headed by its president Anjali Deshmukh and member S K Kapse in their order held SBI guilty of negligence and responsible for deficiency in service. “The SBI took over an year to conclude its investigation and the complainant was unable to use principal amount from July 14, 2010 to September 10,2011,” the order stated.
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