[Resolved]  State Bank Of Bikaner And Jaipur — APPEAL TO JUSTICE :- False debit of Rs 38000/- against my account A/C No [protected] dated 17/12/2010 (Complaint No [protected])

Address:

Delhi

Dear Sir,

I am Dr Payal Mehra, facing problem with the SBBJ bank.This is reference to below mails with SBBJ bank regarding false debit of 38000 Rs from my ATM due to SBBJ ATM machine error due to which wrong transaction from my account has been done on 17th Dec'2010.

We made an immediate complaint(complaint no [protected]) with the bank over the issue on 18th Dec'2010, however nothing has been resolved from bank side. I have tried to followup from last 2 months with bank but case is still not taken care.Please see below mails and my constant followup.

I have personally viewed the video footage of ATM transaction along with SBBJ, Kirti Nagar , AGM Mr Ghai and in the footage the ATM is showing in a crystal clear manner that there is an error in the machine.The error of the ATM machine has been earlier agreed upon by the AGM itself in the footage.However, now it is being crafted that machine was working fine.

Sir, i am highly disappointment by the of adressal of my problem. I am loosing hope to get any assistance or proper communication from the bank. No body is listerning to the customer's complaints.

I am unable to think other than to share the incident with the media and to file a case against the Bank, to get it published so that others could be aware about the dullness and rudeness of the SBBJ executives.

I need your guidance to handle the case. I would appreciate if you kindly suppport me to get my money back

Looking forward for your kind response.

Thanks and Regards,
Dr Payal Mehra
Mob: [protected]
A/c No-[protected] (SBBJ, kirti Nagar)
Complaint no: [protected].

[protected] Forwarded message[protected]
From: Payal Mehra <[protected]@googlemail.com>
Date: Thu, Feb 10, 2011 at 6:34 PM
Subject: Re: FW: APPEAL TO JUSTICE :- False debit of Rs 38000/- against my account A/C No [protected] dated 17/12/2010 (Complaint No [protected])
To: kajari majumdar <asc.[protected]@sbi.co.in>
Cc: [protected]@sbbj.co.in, [protected]@sbbj.co.in, [protected]@sbi.co.in


Dear Sir,
Thanks for replying.The case has not been resolved by SBBJ branch
I had already reverted back on 23rd Jan'11 to you over the letter received from SBBJ
I had discussed in detail about how the case is being articulated as per the wishes of the SBBJ Managers to hide facts
I once again i request you to go in detail in to the case. I request a detailed reply from your side over the actions taken over my reply to letter on 23rd Jan'11
Please send me a CD of ATM footage and log details of both the ATMs of the booth.There is a clear error in machine operation that cannot be denied. You can personally view the same.
I need my money (38000 Rs) which has been falsely debited by your ATM error
Please coordinate for faster action and please help me by getting my money back. I have decided that if case is not be solved at your end, i would raise the level of the above issue for justice by saturday (12th Feb'11)/
Regards,
Dr Payal Mehra
[protected]
On Thu, Feb 10, 2011 at 11:33 AM, kajari majumdar <asc.[protected]@sbi.co.in> wrote:
Dear customer,
The disputed transaction took place in SBBJ ATM and the Branch Manager has given a detailed reply to you stating the facts and circumstances under which the transaction could have taken place. Please contact the SBBJ Branch for further clarification.
Regards,
Kajari Majumdar
Asst. General Manager
State Bank of India
ATM Switch
CBD Belapur



From: Payal Mehra [mailto:[protected]@googlemail.com]
Sent: 09 February 2011 21:54
To: kajari majumdar; [protected]@sbbj.co.in; [protected]@sbbj.co.in

Cc: [protected]@sbi.co.in
Subject: Re: FW: APPEAL TO JUSTICE :- False debit of Rs 38000/- against my account A/C No [protected] dated 17/12/2010 (Complaint No [protected])

Dear Sirs,
Till no adequate action has taken place and its almost two months..I have pleaded you for justice in my case forward, but nothing has been worked out.
I am sorry to say that i have talked to people who are inconsiderate about customer issues.
If by tommorow(10th Feb'10) i donnot receive my money back, i am forced to take legitimate actions against your bank. I have decided to bring forward the matter to RBI, NPCI & Finance ministry of India.
I have been patient for long and has been always looking forward for your justice.My faith has been shattered over the bank unwillingness to even understand the customer problems.
Regards,
DrPayal Mehra
[protected]
On Thu, Feb 3, 2011 at 11:36 AM, Payal Mehra <[protected]@googlemail.com> wrote:
Dear Sir,
I have been seeking right justice and right addressal of the issue from past 55 days and no proper action has been worked out.
Your officials may have been adressing the case in the way the other workplans in the banks. However, i just feel that there is a difference in working towards adressing customer issues. Why does it really taking so long? Is this the same efficiency in other work routines.Or its like complications at work are rather avoided than worked upon.
Even no body speaks a same language in your bank. Everybody has a different viewpoint. Sometimes they say there has been wrong transaction by atm, then they say its not, and then the letter speaks a different story.
If such irresponsible behaviour continues for past 55 days, please tell me how should i trust that my case is even addressed.
I have been patient for long.Have you ever put yourself in customer shoes whose amount of 38000 Rs has been unecessary debited out.
The answer is NO!! thats why you do not feel any pain.
Please tell me one date by when i will get my amount back??
Regards,
Dr Payal
On Mon, Jan 24, 2011 at 11:19 AM, kajari majumdar <asc.[protected]@sbi.co.in> wrote:
FYI & NA
From: Payal Mehra [mailto:[protected]@googlemail.com]
Sent: 23 January 2011 23:24
To: kajari majumdar; [protected]@sbi.co.in
Cc: ATM Complaint Reconciliation Cell"

Subject: Re: APPEAL TO JUSTICE :- False debit of Rs 38000/- against my account A/C No [protected] dated 17/12/2010 (Complaint No [protected])
Dear Kajari Sir and Bhatt Sir,
I request your investigation in the below case.
Transaction successful doesnot mean i have withdrawn money.The case is being tried to be closed in a dramatic manner by SBBJ. I have decided to repudiate the same to every possible manner to get justice and i am very hard in my decision.
The letter received of closing my complaint is a deceived approach which has been followed one sided, to prevent investigation probe into ATM machine error.(Refer enclosed images of letter received).(Letter ataached as annexures photos)
I want to clarify point wise details. The ATM booth at KirtiNagar had two ATMs side by side.I swiped my card at ATM 1 first at 19:21 on 17th Dec'10, which showed error on blue screen, After which i moved to ATM 2 and withdrew 2000 Rs at 19:28 hrs. Later, i received a message that my money has been withdrawn from ATM1 too i.e 38000 Rs at 19:29 hrs
1).In regards, to point no 1 in the letter sent
a) I am technical person, if ATM 1 had been working, why would i go to the other ATM 2. The ATM 1 screen showed error thats why i moved to ATM 2.
b) The money if we go according to SBBJ letter, (i.e.me as person 0, then person 1 , then person 2 and then again person 1), even then, the person 1 can misuse person 2's ATM , not person 0 's ATM logically
c) when ATM 1 was showing ERROR, and it did not accept my card, there fore i did not feed my PIN number.
d) Also if see the operation has happened at 19:28, that means machine had some fault or software discrepancy.How could no body can operate ATM1 machine from 19:13 to 19:29 hrs( when there was so much rush).
e) Also as per national payment corporation, it is not technically possible to simultaneously operate two machines with one ATM card, which actually appears from SBBJ letter that both ATM1 and ATM2 operated.
2) Regarding point no 2
On 18th December'10, the ATM manager Kirti Nagar branch, himself said that through fake chinese cards, such things are possible without password. He said such things are recently being happening.He cannot do anything in the above case. He said i should forget my money. Tell me, will i have trust in your bank operations this way.
3) Regarding point no 3
I want to bring to your notice that as an ATM service provider from SBBJ side, no security is being taken care. There was no security guard at ATM machine which is mandatory.The letter also quote wrong words that i allowed somebody to operate. The words in letter should say that since SBBJ did not have security guard, the ATM was allowed to be operated by SBBJ . I am not an owner of ATM, the letter reads wrongly that i allowed.
4) Regarding point no 4
The activity has been supported by SBBJ services only and i feel that SBBJ systems needs to be investigated. When i personally saw the video with Mr Ghai,AGM, Kirti Nagar he himself was convinced of ATM error. The verdict has been changed by SBBJ to get aloof of the matter.
5) Regarding point no 5
The case has not been closed and clarified by your end. I request support of SBI chairman in the above matter to investigate further. I understand that SBI chairman, would provide me justice and i need not goto any other external agencies as indicated in point no 4 in SBBJ letter until i get justice from your side.
Regards,
Dr Payal Mehra
Mob: [protected]
A/c No-[protected]
Complaint no: [protected].
On Fri, Jan 21, 2011 at 1:55 PM, kajari majumdar <asc.[protected]@sbi.co.in> wrote:
We have taken up with SBBJ Link Office. As per our record the transaction is however successful
Regards,
Kajari Majumdar
State Bank of India
ATM Switch
CBD Belapur



From: [protected]@sbi.co.in[mailto:[protected]@sbi.co.in]
Sent: 21 January 2011 12:50
To: Kajari Majumdar
Subject: Fw: APPEAL TO JUSTICE :- False debit of Rs 38000/- against my account A/C No [protected] dated 17/12/2010 (Complaint No [protected])

Madam,

We request you to kindly look into the complaint and arrange to resolve the issue at the earliest under advice to the customer and to us.

Regards

Asst. General Manager

Chairman Sectt.

----- Forwarded by CHAIRMAN STATE BANK OF INDIA/CORP/SBI/SBG on 01/21/2011 12:53 PM -----
From: Payal Mehra <[protected]@googlemail.com>

To: [protected]@sbi.co.in, [protected]@sbp.co.in, cmcomplaint <[protected]@sbbj.co.in>, [protected]@sbbj.co.in

Date: 01/20/2011 08:00 PM
Subject: Re: APPEAL TO JUSTICE :- False debit of Rs 38000/- against my account A/C No [protected] dated 17/12/2010 (Complaint No [protected])

________________________________________



Dear Sir,

Since you being visionary of the overall SBI banking system, i once again request you to please refer to my case

I have sufficient details to say that there was an error in the ATM machine.The video footage itself bears the truth.

I am being cheated. Please understand how much 38000 Rs cost to a middle class family.

I look forward with trust. Each day, i expect action from your side so that my case can be addressed.

The letter which i received as a feedback from SBI complaint and grievance cell is not at all justified.

I request kind attention in the case

I request justice.

Regards,

Dr Payal
[protected]








On Wed, Jan 19, 2011 at 11:38 PM, Payal Mehra <[protected]@googlemail.com> wrote:
Dear Sirs,

This is with reference to my false debit which has occurred from ATM.

Sir , i really seek your justice in this matter.

The letter which i have receive from SBI authorities has been drafted and crafted to suppress the ATM machine error. I request your kind attention over the case. I have already seen the video and now i request a copy of video footage of the whole incident so that i can take the matter forward.Even if you see video footage yourself you can understand the whole issue.
I have been patient alot and had trust on the bank. I seek your support, otherwise i need to approach legally over the matter.
Regards,
Dr Payal Mehra
[protected]

[protected] Forwarded message[protected]
From: Payal Mehra <[protected]@googlemail.com>
Date: Mon, Jan 17, 2011 at 10:38 PM
Subject: APPEAL TO JUSTICE :- False debit of Rs 38000/- against my account A/C No [protected] dated 17/12/2010 (Complaint No [protected])
To: [protected]@sbi.co.in
Dear Bhat Sir,

I am very sad to say, that i received a letter today, which clearly says that there was no error in ATM Machine.The SBBJ authorities are adamant of not accepting ATM fault error.

There were two ATM Machines in SBBJ Paschim Vihar Branch.

I operated machine 1 with my card & without password,it showed error message on bluescreen. I didnot enter any password in machine 1 and moved to machine 2 where i withdrew 2000Rs.Later i received a message that 38000 Rs have been withdrawn from Machine 1.

The machine 1 was used by a person after me, however he also could not withdrew money due to error (Same can be seen in video footage too).Also since there was no password entered, how come money can be withdrawn.It clearly indicates that there was error due to which me and person after me in queue two persons cannot operate on ATM1.

Also people there in ATM were also complaining about non functionality of ATM 1. Also nonoperational of ATM1 machine can be seen by non working of machine in log files from 7:19 to 7:28 during rush hour.

Sir ,your vision statement says"To be a values driven modern bank aspiring for excellence in customer service, perpetually enhancing shareholders’ value and contributing to the economic development of society.”
But i feel that such things are missed in vision.

I am adamant to see video footage and log files personally with you, as my trust has been broken by authorities under you. So that you can also see the reality. I feel cheated today, That such a bank of high honour can do such trivial things.

Please seek your advice and support over the above matter.

Regards,

Dr Payal Mehra

Mob: [protected]
A/c No-[protected]
Complaint no: [protected].

[protected] Forwarded message[protected]
From: Payal Mehra <[protected]@googlemail.com>
Date: Mon, Jan 17, 2011 at 6:27 PM
Subject: APPEAL TO JUSTICE :- False debit of Rs 38000/- against my account A/C No [protected] dated 17/12/2010 (Complaint No [protected])
To: [protected]@sbi.co.in


Dear Sir,.

Request your attention and support please in my case

Regards,

Dr Payal Mehra
Mob: [protected]
A/c No-[protected]
Complaint no: [protected].


On Sat, Jan 15, 2011 at 11:54 AM, Payal Mehra <[protected]@googlemail.com> wrote:
Dear Sir,

Its been nearly 1 months of the case, and my followup has brought nothing but dejections.

Its my appeal to you that i get justice in my case, since i have trust on you that you will take this case in rigteous manners.

I want to personally speak to you about my case and my experience with SBBJ staff over the same.

I feel that "JUSTICE DELAYED IS JUSTICE DENIED".

It was totally SBBJ ATM machine error which has done a wrong transaction from my account and has transferred Rs 38000/- through ATM WDL to some other bank client. As earlier told ,I have personally viewed the footage along with SBBJ, Kirti Nagar , AGM Mr Ghai and in the footage the ATM is showing in a crystal clear manner that there is an error in the machine.The error of the ATM machine has been agreed upon by the AGM itself in the footage. According to him , he said i should approach the Bank the next day. However, i have been following up daily from the next day with SBBJ Paschim Vihar, SBBJ Kirti Nagar branch. They always said that development in this case happening.

From past 1 month, i have been discussing daily with bank, bank ATM manager,atm reconcillation manager, complaint cell but nothing is being taken seriously by your staff..So irresponsible attitude to your customers is not at all respectable from a bank like you.

I seek support from your side so that my case is sincerely addressed.I request your personal followup over the issue will bring attention and adressal of the issue.

Regards,

Dr Payal Mehra
Mob: [protected]
A/c No-[protected]
Complaint no: [protected].




On Wed, Jan 12, 2011 at 9:09 PM, Payal Mehra <[protected]@googlemail.com> wrote:
Dear Sir,

We still await status from your side. Request your necessary action.

Regards,

Dr.Payal


On Thu, Jan 6, 2011 at 11:49 AM, <[protected]@sbi.co.in> wrote:
Madam,

We acknowledge the receipt of your email dated 5th January 2011. We have forwarded your complaint to the P.S. to Managing Director, State Bank of Patiala ([protected]@sbp.co.in) for necessary action.

Regards,

AGM, Chairman’s Sectt.


PS to MD, SBBJ


We request you to kindly look in to the complaint below and arrange for necessary action / redressal of the same at the earliest, under advice to us.
AGM, Chairman’s Sectt
From: Payal Mehra <[protected]@googlemail.com>

To: [protected]@sbbj.co.in, [protected]@sbbj.co.in, cmcomplaint <[protected]@sbbj.co.in>, [protected]@sbbj.co.in, chairmansbi.[protected]@sbi.co.in, dgm.[protected]@sbi.co.in

Cc: [protected]@sbi.co.in

Date: 01/05/2011 06:49 PM
Subject: Re: HELP & KIND ATTENTION :- False debit of Rs 38000/- against my account A/C No [protected] dated 17/12/2010 (Complaint No [protected])

________________________________________




Dear Sir,

This is reference to below mail where SBBJ ATM machine error has done a wrong transaction from my account and has transferred Rs 38000/- through ATM WDL to some other bank client.

I have personally viewed the footage along with SBBJ, Kirti Nagar , AGM Mr Ghai and in the footage the ATM is showing in a crystal clear manner that there is an error in the machine.The error of the ATM machine has been agreed upon by the AGM itself in the footage. According to him , he said i should approach the Bank the next day. However, i have been following up daily from the next day with SBBJ Paschim Vihar, SBBJ Kirti Nagar branch. They always said that development in this case happening.

From past 18 days i have been discussing daily with bank, bank ATM manager,atm reconcillation manager, complaint cell but nothing is being taken seriously by your staff..So irresponsible attitude to your customers is not at all respectable from a bank like you.

I request your serious attention over the above issue as the complaint is not at all addressed in proper manner or being listened to..So callous & irresponsible attitude to your customers is not at all respectable from a bank like you.

I need status of my case. I know very well case is being tried to be supressed.

Regards,

Dr Payal Mehra
Mob: [protected]
A/c No-[protected]
Complaint no: [protected].


On Tue, Dec 21, 2010 at 2:48 PM, Payal Mehra <[protected]@googlemail.com> wrote:
Dear Sir,

This is to bring to your notice, that I am Dr. Payal Mehra, account holder SBBJ Bank-A/C No :- [protected].

I withdrew Rs 2000/- from ATM (State Bank of Bikaner & Jaipur, Gupta Palace,Rajouri Garden) - Transaction no:- 6183 , on 17/12/2010 at 19:28 hour. I received an sms for the same.

However i received another sms on my mobile at 8:19 PM stating;"Your AC XXXXX912027 debited INR 38000/- on 17/12/2010 - ATM withdrawl. Available balance INR 142894.00/-. This transaction has not been done by me.

I discussed the above issue with ATM Manager, Mr. Das, Kirti Nagar Branch, however he said" it is electronic time, any body can take out money if he knows password of somebody else , even though he has no ATM card of the person". He also said chinese ATM cards are there in market through which one can withdraw any body's money.

I have never shared password as well as ATM card with anybody.I seek your support in this matter. I have my account in SBBJ as a matter of faith and trust so that my money is in safe hands. I really felt ashamed by your ATM Manager response. Since i have done no transaction of Rs 38000/- i request you to do necessary action so that i can receive my non transacted money back.

I have been following up in all possible ways with the ATM Manager,Kirti Nagar Branch,SBBJ Customer Care but i am receiving no response or any help. I have already submitted written complaint at KirtiNagar Branch, to Mr Das, ATM Manager.

Today i have lodged complaint through online section at your portal. The complaint no of which is [protected].

I request your support so that above matter can be resolved and i get my Rs 38000/- back.

Regards,

Dr Payal Mehra
A/c No-[protected]
Mob -[protected]

[protected] Forwarded message[protected]
From: <[protected]@sbbj.co.in>
Date: Tue, Dec 21, 2010 at 2:11 PM
Subject: Complaint Registration
To: [protected]@gmail.com


Dear Dr. Payal Mehra,

Your complaint has been registered at token number [protected]. We will further inform you when it is resolved. Use your token No. for further Queries.

Thanks.


SBBJ Complaints