ATM SNAG: Bank asked to pay ten times the amount

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Kochi: Banks should give due attention to complaints from customers regarding mal-functioning of ATMs – or, rules have it that they will end up paying through their nose to the aggrieved.
The officials of a bank learned it the hard way when they were ordered to give ten times the amount of the dispute to a complainant – an official of Hindustan Insecticides Ltd, Eloor, who approached the RBI ombudsman when the bank failed to redress his complaint of non-receipt of Rs 2,000 from an ATM.
The complainant, K.K. Manoj Kumar, was in for a shock when he tried to withdraw Rs 2,000 from a Bank of India ATM counter at Kakkanad on August 22 last year. Though he didn’t receive any cash, the money had been debited from his account.
“Immediately, I called up the toll-free number and filed complaints at the concerned branch and zonal offices. In the next two weeks, I was made to run from pillar to post, and finally I decided to file a complaint with the RBI ombudsman on September 3,” Kumar said.