How
to represent to the bank, when the amount has been withdrawn from the account
fraudulently using fake debit card?
Follow the procedure as per
the stages mentioned below::
Step: 01
Contact your branch immediately either through
helpline or email or in person and block your card for further use. The
fraudster is having one duplicate card/cloned card and and also your PIN number
stolen from your original card using skimming devices and since he has full control over the duplicate
card now he can change the PIN number like you at any time and it is nothing
but a parallel card for your original card. The only way to protect the
fraudster from using the fake card is to delink the original card from your
bank account.. Once the original card is delinked from the system/server, the
fake cards have no value. Delinking can be done by you since you have the
authority to represent to your banker as the accountholder and not by the
fraudster. You can block the card using toll free number/contacting the branch.
Get the confirmation from the bank that your card had been blocked for further
use. Once the entire issue is settled you can get another card or you can get
another card in the meantime by payment of fees/without fees under the
discretion of the branch manager.
In the meantime, if you have any transaction slips for
the withdrawal entries or automated teller machine pass sheets, keep them in
tact. Do not erase the message from your mobile number in regard to the SMS
message received from the bank for withdrawals from your account and if
possible you can generate screenshot print outs for the same. These records are
more important for future use and without these records, you cannot establish
your stand.
Step: 02
Prepare one letter in duplicate (as per Annexure 01
sent enclosed), fill the required details in the letter correctly, sign the
letters and submit the same to the branch and get the acknowledgment of the branch in
the duplicate copy of the letter without fail and this is more important for
further correspondence. Please note that in the case of any oral complaint, the
branch may deny in future that you had not taken up the matter at the right
time and they may also dispute that you had not submitted any complaint in this
connection. Documentary proof is a must for these types of serious issues. You
can also submit the complaint to the bank branch nearer to you in case your branch is far away from your
place. You can also send the letter through email and the email correspondence
will establish your intimation to the bank.
In case the branch manager is not willing to provide
you the acknowledgment in the duplicate copy of the letter or in their own
format for having received the complaint from you, send the letter as above with
full details to the branch by registered post acknowledgment due (not by speed
post or courier). This will serve the purpose of submitting the complaint to
the branch and retain the copy of the letter and post office receipt intact for
future correspondence.
Wait for 15 to 20 days and now it is the turn for the
branch to provide you a suitable reply. During this period, the branch should
have refunded the amount to your account basing upon the representation
submitted by you in person or through registered post and taking necessary
action or they should have sent to you any reply refusing your case.
Step: 03
In case of non receipt of the disputed amount in your
account or non receipt of any letter or any dispute over the transactions from
your branch, now send a letter to the customer service section of the bank and
their address is available from the bank website and the letter has to be sent
by registered post acknowledgment due (not by courier or speed post). For this
purpose use Annexure 02. The customer service section on receipt of your
representation will instruct the branch to act immediately and settle the
dispute.
Wait for 15 to 20 days and in case the bank had not
taken any steps to re credit the amount to your account or they had not sent
any reply to your representation sent to the customer service section, you have
to send a letter to banking ombudsman
Step:
04
Banking Ombudsman is an authority established by
Reserve Bank of India to deal with the complaints received from the customers
of the bank in regard to various issues and settle the complaints as early as
possible.
As of now you have not
received any letter from the customer service section of the bank or you have
received the reply and it is not helpful to you and the bank denies their
responsibility in refunding the amount to you and now send a letter to Banking
Ombudsman as per the jurisdiction of your bank branch (Use Annexure 3 for this
purpose enclosed herewith)
You can get the address of the
banking ombudsman using the following link through google search engine and you have to furnish
the details of transactions and the details of complaints sent to the bank
branch and the customer service section of the bank. You have to enclose the
copies of all earlier correspondence with the bank branch and customer service
section in this connection.
Important:
You have to follow up the matter vigorously with the
branch officials and it is your money and you have every right to fight for
your money and the amount can be as little as Rupees one. Do not leave your struggle in between.
Keep the copies of all correspondence safely till the
issue is settled and you may require them at a later stage for making further
complaints to the next authorities.
Warning:
·
You should be genuine and honest and you should not
raise a false complaint and in such cases you will end in trouble and there are
chances of imprisonment for such false complaints
Last
remedy:
·
In
case you are not able to get any reply from the branch/customer service
section/banking ombudsman;
·
You
had received the reply from the branch/customer service section/banking
ombudsman; however, you are not able to get your money back;
·
Now
you have to take up the matter with District Consumer Forum at your area and
this will cost you since you have to employ one lawyer
·
Even
you can send a representation to the Finance Ministry; however, after
exhausting all your efforts as mentioned in the abovementioned steps
Annexure-
01
(Debit
card with the customer – cash withdrawn using fake card)
From: Place:
Dated:
Name
…………………………………………...
Address
………………………………………..
……………………………............................
…………………………………………………..
…
Contact
Mobile No:
To:
The
Branch Manager,
.................Bank
Address.......................................................
Sir,
Sub:
My savings bank account Number:...........................................
with your branch/Your……………………………………………………….branch.
---------
With
reference to my savings bank account with your branch as mentioned above, I regret to inform you that I got message through my mobile phone/I found
from my pass book that my account had been debited for certain cash
transactions purported to have been done by me using the debit card. In this connection I would inform you that I
am having my debit card with me and I and I was informed that cash had been
delivered through automated teller machine/amount withdrawn using POS terminals
as detailed below. . For the fraudulent transactions in my account, I am at no
fault since I had not initiated the transactions using my card and as such I
request you to kindly refund the amount
to my account as soon as possible
Name of
the account holder
|
|||
Account
Number
|
|||
Debit
card number
|
|||
Name of
the bank and branch where the account
is maintained
|
|||
Date of
transaction
|
|||
Transaction
time
|
|||
Transaction
amount
|
Rs.
|
Rs.
|
Rs.
|
Location
of automated teller machine
|
|||
ATM
machine pertains to which (Bank/service provider)
|
|||
Details
of complaint
|
On
the date and time as mentioned above, I was having the card with me and it
has been found that cash had been withdrawn from automated teller machine/amount
utilised through POS terminals and I am at not fault for the
abovementioned transactions since the
transactions were not initiated by me.
|
||
In
view of the circumstances as mentioned above, I request you to kindly arrange
to re credit the amount to my account at the earliest. I shall cooperate with
you for
Yours
faithfully
Signature
Enc:
Annexure-
02
(Debit
card with the customer – cash withdrawn using fake card)
From: Place:
Dated:
Name
…………………………………………...
Address
………………………………………..
……………………………............................
…………………………………………………..
…
Contact
Mobile No:
To:
The
Customer Service Section,
.................Bank
Address.......................................................
Dear
Sir,
Sub:
My savings bank account
Number:........................................... with your____________________branch
---------
With
reference to my savings bank account number with your branch as mentioned above,
I regret to inform you that I got message through my mobile phone/I found
from my pass book that my account had been debited for certain cash
transactions purported to have been done by me using the debit card. In this connection I would inform you that I
am having my debit card with me and I was informed that cash had been delivered
through automated teller machine/utilised through POS terminals . For the fraudulent transactions in my
account, I am at no fault and as such I request you to kindly credit the amount
to my account as soon as possible
Name of
the account holder
|
|||
Account
Number
|
|||
Debit
card number
|
|||
Name of
the bank and branch where the account
is maintained
|
|||
Date of
transaction
|
|||
Transaction
time
|
|||
Transaction
amount
|
Rs.
|
Rs.
|
Rs.
|
Location
of automated teller machine
|
|||
ATM
machine pertains to which (Bank/service provider)
|
|||
Details
of complaint
|
On
the date and time as mentioned above, I was having the card with me and it has been
found that cash had been withdrawn from automated teller machine/amount
utilised through POS terminals I am at not fault for the abovementioned transactions since the transactions were
not initiated by me.
|
||
In this connection,
I had already furnished the details to
your abovementioned branch on ___________and
they have neither recredited the amount to my account nor provided me
any reply for my representation In view of the circumstances as mentioned
above, I request you to kindly arrange to re credit the amount to my account at
the earliest.
Yours
faithfully
Signature
Enc:
Annexure-
03
(Debit
card with the customer – cash withdrawn using fake card)
From: Place:
Dated:
Name
…………………………………………...
Address
………………………………………..
……………………………............................
…………………………………………………..
…
Contact
Mobile No:
To:
The
Banking Ombudsman,
Address.......................................................
Dear
Sir,
Sub: My savings bank account Number:...........................................
with ___________________Bank, ____________________branch
---------
With
reference to my savings bank account number with bank branch as mentioned above,
I regret to inform you that I got message through my mobile phone/I found
from my pass book that my account had been debited for certain cash
transactions purported to have been done by me using the debit card. In this connection I would inform you that I
am having my debit card with me and I was informed that cash had been delivered
through automated teller machine/utilised through POS terminals . For the
fraudulent transactions in my account, I am at no fault and as such I request
you to kindly arrange to refund t the amount to my account as soon as possible
Name of
the account holder
|
|||
Account
Number
|
|||
Debit
card number
|
|||
Name of
the bank and branch where the account
is maintained
|
|||
Date of
transaction
|
|||
Transaction
time
|
|||
Transaction
amount
|
Rs.
|
Rs.
|
Rs.
|
Location
of automated teller machine
|
|||
ATM
machine pertains to which (Bank/service provider)
|
|||
Details
of complaint
|
On
the date and time as mentioned above, I was having the card with me and it has been
found that cash had been withdrawn from automated teller machine/utilised
using POS terminals. I am at not fault for the abovementioned transactions since the transactions were
not initiated by me.
|
||
In this connection,
I had already furnished the details to the abovementioned branch on ___________and also to their customer service section of the
bank on ____________ and they have neither recredited the amount to my account
nor provided me any reply for my representation In view of the circumstances as
mentioned above, I request your goodselves to kindly look into the matter and
arrange to re credit the amount to my
account at the earliest. I enclose the copies of correspondence for your kind
information and perusal
Yours
faithfully
Signature
Enc:
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