The Cus­tomer-Side Sto­ries

Consumer Voice - - Atm Transactio­ns -

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.

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