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[Resolved]  ICICI Bank — cash not received from atm but amount deducted from account

Address: 560076

I have an account with hdfc bank and on 11th july 2017 i tried to withdraw 4400.00 inr from an icici bank atm in btm 2nd stage, bangalore-560076, karnataka, india. Amount got deducted from my bank account but i didn't receive the cash. I have waited for almost 15 days now but still have not got my money back in my account

Below are the dispute transaction details
Acquiring bank - icici bank atm, btm 2nd stage, bangalore
Atm id - s1cw6288 (Have uploaded atm image)
Date and time of the transaction - 11th july, 2017, between 6:20 pm - 6:30 pm
Amount of attempted withdrawal - 4400 inr
Transaction reference number[protected]

Below are my bank details
Name - anurag sharma, hdfc bank, cauvery bhavan branch, bwssb extn counter, bangalore
Account number - [protected]
Ifsc code - hdfc0000509
Email id - ansh. [protected]@gmail.com

Please see to it that the above mentioned amount of 4400 is credited/refunded to my bank account number mentioned above (Acc num - [protected])

Thanks.
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Oct 14, 2020
Complaint marked as Resolved 
ICICI Bank customer support has been notified about the posted complaint.
Aug 11, 2017
Updated by Anurag1371 Hi,

I received a courier from HDFC bank which has the ATM machine logs for the day/time (11 July/18:33:37) during which i tried to withdraw money for my disputed transaction.

The Logs for my particular withdrawal of 4400 INR say "Cash Presented and Cash Taken". But like i have been saying i did not receive any cash from ATM. Also If you notice in the logs, all the transactions from this ATM after my disputed transaction (after 1-2 minutes of my transaction) has failed with "Transaction Declined" or "Unable to Process" errors.

What i am trying to say here is the ATM machine might have run out of Cash/or some other fault due to which I did not receive the cash and also all transactions after my disputed transaction failed. I don't know why the logs says Cash Taken/Cash Presented for my particular disputed transaction, probably because of some fault with ATM. I was the unlucky one for whom money got debited and didnt receive cash. Others who came after me got transaction declined error and they remained safe since they didnt face any debit from their account.

And most importantly, if the machine itself encountered some fault at that moment, how can we trust its logs. Please understand.

Only way to prove me wrong would be CCTV footage for the disputed transaction timestamp. That's the best solution. I dont care what the ATM logs say because i know i didnt get any cash. CCTV footage will prove me correct that i did not receive any cash.

I am attaching the Logs which i got from HDFC bank as courier. First screenshot (ATM_Trans1.jpg) has my disputed transaction in bolds, next two screenshots has the other transactions from this ATM which failed with "Transaction Declined" or "Unable to Process" errors.

Kindly look into it and its my humble request to you to follow up with ICICI bank to get CCTV footage because that would be the best proof. I need 4400 INR credited in my bank account

Thanks.

Regards,
Anurag Sharma

Aug 30, 2017
Updated by Anurag1371 Hi HDFC/ICICI Bank Customer Care,

I have got no updates on my request to get the Video footage for the disputed transaction even after continuous follow ups. Its been close to 8 days i got a response on my mail thread from HDFC people.

Can you please let know whats the latest on this issue.

Thanks.

Regards,
Anurag Sharma
 
2 Comments

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Comments

Dear Customer,
Please be assured that we are looking into the issue and will respond to you with e-mail reference number[protected] within 2 working days.
-Manoj
HDFC Bank Customer assistance
Reply
Hi,

Any updates on this..Its been three working days since i got any update. Can you tell the status of this complaint

Thanks.

Regards,
Anurag Sharma
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