Bank responsible for failed ATM transaction: Consumer panel

Ramkrishan Upadhyay

Tribune news service

Chandigarh, July 7

In a significant judgment, the District Consumer Disputes Redressal Commission here has directed a bank to pay Rs 7,000 compensation to a consumer for not crediting into his account the amount for an unsuccessful ATM transaction.

While holding the bank guilty of deficiency in service, the commission directed it to refund Rs 12,000, along with interest (at 7.5%) from the date of the disputed transaction till its realisation, to the complainant.

In his complaint to the commission, Daljit Singh, a resident of Sector 45, Chandigarh, said he was a customer of Punjab National Bank, Chandigarh, and used the ATM machine of Sector 18 branch to withdraw Rs 12,000 but no money was dispensed.

He said, in the second attempt, he tried to withdraw Rs 10,000 but again the machine failed to dispense the cash.

While both transactions remained unsuccessful, the amount was debited from my account, claimed Daljit.

Daljit said the customer care representatives first sought seven days’ time to answer his query and then they asked him to wait for some more time for the refund of Rs 12,000.

Later, the bank in a written statement told Daljit as per the records an amount of Rs 10,000 was credited into his account for being an unsuccessful transaction. However, the second transaction of Rs 12,000 was reported to be successful.

The bank claimed that they had taken up the matter with the competent authority and after examining the record, it was observed that the transaction of Rs 12,000 was a successful one and the claim was rightfully rejected.

After hearing both sides, the commission said an internal email clearly reveals that the disputed ATM transaction was declined with response code 112A.

Besides this, the bank has failed to place on record any reliable and tangible documentary evidence to show that the disputed transaction was successful and the amount was actually dispensed to the complainant.

In view of this, the deficiency in service on part of the bank is proved, the commission observed and directed the bank to refund Rs 12,000 along with interest to the complainant.

The bank has also been told to pay a compensation of Rs 7,000 to the complainant on account of mental agony and physical harassment as well as litigation expenses.