The Customer-Side Stories

RBI has been reiterating their earlier instructions issued to all the banks (RBI circular dated 1 August 2013) with regard to guidelines. These are stated below: a) Non-availability of cash in ATM should be displayed before the transaction is initiated by the customer. b) Banks should make available the forms for lodging ATM-related complaints within the ATM premises and display the name and phone number of the officials to whom the complaint is to be lodged. c) Banks may make available sufficient toll-free phone numbers for lodging complaints/reporting and blocking lost cards to avoid delays and also Customers are frustrated when they find that there is no paper roll in the ATM to generate a paper receipt, after they have carried out a transaction and opted for the same. Many customers realize that after feeding the PIN and opting for cash withdrawal, cash is not dispensed. Many a time the security guard sits inside the ATM, thus not allowing privacy for carrying out an ATM transaction. ATMs sometimes dispense soiled/mutilated/ fake notes that are not exchanged at the branch cash counter, as the customer does not have any visible proof of having been dispensed such notes through the ATM. Customers feel that debiting of cash dispensed in the bank account should only take place after dispensing of the cash by the ATM – not viceversa. This complaint makes up about 70 per cent of the total ATM-related complaints and hence RBI should act in the matter urgently.

ATM Transactions – Security Tips

are operating it. Preferably do not seek their help either.

entering the PIN. the receipt generated by the ATM (cyber thieves can misuse them to withdraw money from a fake ATM card).

customer care with the bank’s nearest branch.