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A bank is a financial institution licensed to receive deposits and make loans. Banks may also provide financial services such as wealth management, currency exchange, and safe deposit boxes. There are several kinds of banks - retail banks, commercial or corporate banks, investment banks, payment banks etc
You should contact your bank and raise a dispute as this
is an option for all the consumers. This dispute can be raised by visiting the
bank personally, via telephonic conversation or in writing an email to bank
support.
RBI has mandated a minimum number of free transactions at
ATMs. Banks may offer more number of free transactions or put charges for
more transactions at ATMs. Please refer to the website of the Bank where your
account is for more information.
Cards
can be classified on the basis of their issuance, usage and payment by the card
holder. There are four types of cards (a) debit, (b) credit, (c) prepaid, and
(d) electronic.
Debit
cards are issued by banks and are linked to a bank account. Credit cards are
generally issued by banks. Prepaid cards or wallets are issued by
banks/non-banks against the value paid in advance by the cardholder and stored
in such cards.
The
limits on cash withdrawal at ATMs and for purchase of goods and services are
decided by the card issuer. Cash withdrawal using debit cards and open system
prepaid cards at PoS terminals has been allowed by Reserve Bank of India (RBI).
Cardholders can check with their issuers for details of such facilities
provided by them, if any.
The customer should lodge a complaint with the
card-issuing bank at the earliest. This process is applicable even if the
transaction was carried out at another bank's ATM.
Yes,
the card issuing bank has to re-credit the customer’s amount within five
calendar days from the date of the failed ATM transaction.
You can raise your
grievance on the Digital Complaint Management System (CMS) Portal: https://cms.rbi.org.in/cms/IndexPage.aspx.
This this is the unified portal
for Banking, NBFC as well as Digital Transactions related grievances. Citizens
can access the CMS portal at RBI’s website to lodge their grievances against
any of the entities regulated by RBI. This site is very user friendly and
provides information like ‘How to File a Complaint, Details /Documents required
for filing a complaint, how to track your complaint, how to file an appeal
against the OMBUDSMAN as well as the addresses& mailing list of Consumers’
Education and Protection Cells.
The coverage of the Internal Ombudsman Scheme
is extended to all scheduled commercial banks (other than Regional Rural Banks)
having 10 or more banking outlets in India. The objective of setting up the Internal
Ombudsman is to ensure that undivided attention is given to resolution of
consumer grievances in banks and the bank’s customers get an independent and
auto-review of their grievances so that they are not partially or wholly
unaddressed before they approach the Banking Ombudsman.
The
Banking Ombudsman is a senior official appointed by the Reserve Bank of India
to redress customer complaints against deficiency in certain banking services
covered under the grounds of complaint specified under Clause 8 of the Banking
Ombudsman Scheme 2006 (As amended upto July 1, 2017).
All
Scheduled Commercial Banks, Regional Rural Banks and Scheduled Primary
Co-operative Banks are covered under the Scheme.
One
can file a complaint before the Banking Ombudsman if a reply is not received from
the bank for a period of 30 days or the bank rejects the complaint, or if the
complainant is not satisfied with the reply given by the bank.
No.
The Banking Ombudsman does not charge any fee for filing and resolving
customers’ complaints.
For more information please visit https://cms.rbi.org.in/cms/IndexPage.aspx