| Address: Chittorgarh, Rajasthan |
Sir,
1. I a govt employ and I have my Salary account in the Chittorgarh, Rajasthan branch of State Bank of India.
2. I logged into my internet banking account on 13 July 2014 evening and to my shock I found that three transactions of Rs 56, 018.84 and one transaction of 28, 009.42 have been carried out without my knowledge. The sum total of all four transactions amounting to Rs. 1, 96, 065.94. Account transaction details are as follows.
Date (Value Date) Narration Debit (Rs)
13 Jul 2014 POS PRCH-POS 652405
TARGET CANADA T3769
SAINT-LA- 56, 018.84
13 Jul 2014 POS PRCH-POS 598585
TARGET CANADA T3769
SAINT-LA- 56, 018.84
13 Jul 2014 POS PRCH-POS 653651
TARGET CANADA T3769
SAINT-LA- 56, 018.84
13 Jul 2014 POS PRCH-POS 600055
TARGET CANADA T3769
SAINT-LA- 28, 009.42
3. I have Mob. No. [protected] registered with my account and surprisingly I did not receive any alert for such a huge amount of transaction. Nevertheless, on enquiring the reason for such default, the bank excused itself on account of some problem with information system of the bank. This clearly indicates security compromise with SBI’s site or online banking programmes.
4. When, I contacted an SBI helpline through phone, they could just block my cards and nothing else. They told me to contact my home branch and that my home branch only would be able to help me, here I do not understand that in this era of core banking why contacting home banch on Sunday was required and why was anything not done through customer helpline. Such lack of immediate action on bank’s part made me go through state of extreme helplessness and mental stress.
5. When my father approched to the branch manager of my home branch as I am posted to far off from my home and it was not possible for me to personally approach them, the branch manager inturn said that it was customer’s fault and the bank has got nothing to do with it, which as per my opinion is not at all a satisfactory reply.On asking that why the message for transaction was not received on the registered mob no., the branch manager replied that something would have gone wrong with their system. This reply in itself was alarming to me as, if I would have got the messege after the first transaction itself I would have blocked my card and the netbaking facillity through the banks customer helpline and would have saved the rest of the money, which could not happen.
6. On searching the internet, I found a few more cases of such kind and similar transaction IDs.ie. (POS PRCH TARGET CANADA –SAINT-LA), similar type of account, and the same kind of card ie. SBI GOLD MASTER DEBIT CARD, which has happened most likely because of info leaking on bank's part which points towards security lapse on a larger scale, which needs to be investigated thoroughly to prevent loss to innocent customers .
7. I further press upon the fact that I have not done any of the above mentioned purchases and my card lies with me in absolutely safe custody. The bank has failed to ensure the security of my money and this all has led to physical and mental stress and agony. I request you to enquire into the matter and arrange for immediate refund/credit the said amount to my account
Aug 14, 2020
Complaint marked as Resolved
State Bank of India [SBI] customer support has been notified about the posted complaint.
Thanks & Regards