Axis Bank — atm cash withdrawal issue

Jul 12, 2019

Updated by Mubarak B Dear Axis Bank customer support Team,

Please look into this issue and refund the pending amount as soon as possible.

Regards,
Mubarak
[protected]

Jul 16, 2019

Updated by Mubarak B I have checked with Account holding bank and they advised that Axis Bank team not responding for refund and register the complaint with RBI.

Received message:
We refer to your communication addressed to ICICI Bank.

At the outset, we sincerely regret the inconvenience caused to you.

We reiterate that, in view of the denial from the acquiring bank (Axis Bank, in this case), we are constrained to treat the transaction as valid and will not be in a position to refund the amount to your account.

In case you are not satisfied with our response and wish to further pursue the matter, you may write to the Office of the Banking Ombudsman, Reserve Bank of India of your region (contact details given below) for redressal of your grievances whose services are offered "free of cost". The scheme of Banking Ombudsman promoted by Reserve Bank of India is prominently displayed at all branches of ICICI Bank and their website:

https://www.rbi.org.in/Commonman/English/scripts/AgainstBankABO.aspx
Alternatively, you may also register your complaint by following the appended path:

www.rbi.org.in >Complaints >Banking Ombudsman Scheme > Complaint Form.

We have referred the case details to our Internal Ombudsman of the Bank (Appointed on the directive of Reserve Bank of India to look in to the complaints), who has examined the case and expressed that the reply being given by the Bank's internal grievance redressal mechanism is in order.
Please treat this as final decision of Office of the Internal Ombudsman. A Copy of this response is being shared with Bank's internal grievance mechanism.

We affirm that ICICI Bank at all times acts with diligence, in good faith and in no manner prejudicial to the interests of its customers.

Sincerely,

Mohammed Hussain
Office of Head Service Quality

Jul 16, 2019

Updated by Mubarak B This is not valid transaction .Please verify the CCTV and update to my account holding bank.
Already they requested to your team but still not updated.

Refer below mail:

We refer to your communication addressed to ICICI Bank.

At the outset, we sincerely regret the inconvenience caused to you.

We understand you are disputing that the appended transaction is unsuccessful.

NFS/SWCW6774/CASH WDL/20-05-19 DEBIT 10000.00 S73683518
NFS/SWCW6774/CASH WDL/20-05-19 DEBIT 10000.00 S73672284.

0675/SWCW6774/[protected]
1108/SWCW6774/[protected].

Please be informed that as per our records you had done two transaction from Axis Bank on May 20, 2019 of Rs. 10000.00 each.

Based on previous escalation for the RRN Number[protected], we have raised chargeback on June 11, 2019 and Axis Bank represented the transaction as successful on June 17, 2019.

We have raised Pre arbitration on June 18, 2019 and the Turn Around Time (TAT) is 17 Days.

For the RRN Number[protected], we have raised chargeback on May 21, 2019 and Axis Bank represented the transaction as successful on May 28, 2019.

We have raised Prearbitration on May 29, 2019 and Axis Bank represented the transaction as successful on June 13, 2019.

We have sent a reminder e-mail to Axis Bank. However, revert is Awaited from them.

We will keep you updated in this regard on July 8, 2019.

In case of any clarification, you may contact the undersigned at[protected]on working days from Monday to Friday between 9:00 a.m. and 6:00 p.m).

We appreciate your patience and request your cooperation in the said matter.


Sincerely,

Mohammed Hussain

Office of Head Service Quality

NEVER SHARE your OTP, CVV, URN, User ID, password with anyone, even if the caller claims to be from ICICI Bank, Bank employees will never ask you for these details. Please safeguard these account details as sharing it can lead to unauthorised access to your account.

CONFIDENTIALITY INFORMATION AND DISCLAIMER
"This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender.You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects.The notice appended to the emails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act of done with the endorsement of ICICI Bank."

Dear Mr. Mubarak,

We refer to your communication addressed to ICICI Bank.

At the outset, we sincerely regret the inconvenience caused to you.

We understand you are disputing that the appended transaction is unsuccessful.

NFS/SWCW6774/CASH WDL/20-05-19 DEBIT 10000.00 S73683518
NFS/SWCW6774/CASH WDL/20-05-19 DEBIT 10000.00 S73672284.

0675/SWCW6774/[protected]
1108/SWCW6774/[protected].

Please be informed that as per our records you had done two transaction from Axis Bank on May 20, 2019 of Rs. 10000.00 each.

Based on your complaint, we have raised a claim on Axis Bank for cash withdrawal transaction of Rs. 20, 000.00 (10, 000.00 * 2) done by you from their ATM on May 20, 2019. The claim was raised under the dispute handling mechanism of National Payments Corporation of India (NPCI), an entity formed to enable transfer of funds between banks, including usage of ATMs of one bank by card holders of another bank. We regret to state that the acquiring bank (Axis Bank, in this case) has informed us through the dispute resolution mechanism that the transaction was successful as per their records and they will not be able to refund the amount.

Since you were not satisfied with the original response received from the acquiring bank (Axis Bank, in this case), we had raised a pre-arbitration proceeding under the NPCI dispute resolution mechanism. Your complaint was reconsidered by the dispute resolution forum and based on the evidence provided by acquiring bank (Axis Bank, in this case), the transaction was considered to be successful.

We had also approached acquiring bank (Axis Bank, in this case) independently requesting them to review the transaction once again on good faith basis. However, Axis Bank has rejected the claim stating it to be a successful transaction on May 20, 2019.

We have also approached acquiring bank (Axis Bank, in this case) for CCTV footage. However, the revert is awaited.

In view of the denial from the acquiring bank (Axis Bank, in this case), we are constrained to treat the transaction as valid and will not be in a position to refund the amount to your account.

In case of any clarification, you may contact the undersigned at[protected]on working days from Monday to Friday between 9:00 a.m. and 6:00 p.m).

We affirm that ICICI Bank at all times acts with diligence, in good faith and in no manner prejudicial to the interests of its customers.

Jul 22, 2019

Updated by Mubarak B Please don't withdraw cash from any Axis Bank ATM.
If you withdraw INR 10000 you will get only INR 500.but they will detect INR 10000 and they will show in records as valid transaction.

I have registered service request but I got update as below and the have simply closed the complaint.

SR[protected]: Dear Customer, We are unable to reverse the ATM trxn of INR 9500 in Account XX3820 as it was a sucessful transaction. For details, call Customer Care.

Jul 23, 2019

Updated by Mubarak B Dear Axis Bank Team,

Verify once again and update

Aug 24, 2019

Updated by Mubarak B Dear Axis Bank Team,

Please verify above transaction and update

Oct 12, 2020

Updated by Mubarak B Not resolved.

Oct 12, 2020

Updated by Mubarak B I have tried my best to get my money back but they simply Axis bank responded to ICICI bank as valid transaction and closed the below bank complaint no.

Complaint No [protected]

This is not acceptable.