New Delhi: Cash withdrawal from ATM is a fairly simple process. You just need ATM card and ATM PIN. However, sometimes when customers are withdrawing money from the ATM, the transaction fails and the machine does not take cash, still the amount debited from the customer's bank account. Sometimes this happens due to machine malfunction, but sometimes ATM can be caused by fraud.
In the best case, the bank or ATM operator will know about any errors occurring during the transaction and will immediately refund the money debited to your account. However, it is important to know that if one fails to extract cash from an ATM, but the amount debits from your account, then the bank and ATM service provider should first report the incident.
Be sure to note the exact date, time and location of the transaction. Always click on the pictures of the ATM transaction slip or displayed message on the screen. Make sure you have enough evidence to return your complaint if you need it. In addition, if the transaction fails for the first time, but if the amount is debited, avoid using the same machine to withdraw money.
If the amount is debited, you can do that there is no cash.
1. Customer Care: Most banks have call centers providing ATM services where they have their employees, who are there to help the customers. Once you join the executive, tell them the whole incident. Share the transaction id, time, date and location of your transaction. Generally, the officers give a tracking number that you can use to track the status of your complaint. After verification, if the details provided by you have been confirmed and there is an error on behalf of the bank, they will refund your money to your account within 7 working days.
2. Visit the branch of the bank: If the problem has not been resolved by customer service and the funds still have not been credited back to your account, then go to the nearest bank branch to take up the problem. Helpdesk will take your complaint and direct it to the concerned person or team who will see the matter later. Once all the details are confirmed and the bank confirms that you have not actually received the cash, the transaction will be reversed and your money will be credited back to your account.
Enhancing: If the branch fails to resolve your issue and you do not get your money back into your account, then you need to forward the problem to the branch manager where you keep the account. Also know that every bank has a complaint cell which looks at the matter with full priority. To raise this issue, you will have to go to your bank's website and file a complaint. Home Branch Manager can give priority to your case and try to solve it as soon as possible. Keep all valid transaction evidence with you.
4. Ombudsman: Even if the amount is not reimbursed in spite of your follow-up action and you can get directly to the Reserve Bank of India (RBI) or the Banking Ombudsman. Someone can send written or online complaints directly through the RBI website. Please note that you can contact the Banking Ombudsman only after 30 days of sending your written complaint to the bank. Therefore, to solve the problem, you have to wait 30 days and if it still fails to do so, you can contact the Banking Ombudsman.
It is worth mentioning here that many banks are often aware of such failed transactions and they inform customers that money will be deposited in their account within 48 hours. However, in the case of ATM fraud etc, sometimes the bank can not know that the transaction has failed and this is very important for the customer to immediately inform such situations.