Atm fraud: State Bank of India (SBI) employees did not have to deal with the customer’s complaint correctly. Did it happen to you too that you withdraw money from ATM but the transaction failed. But then the message of being deducted from the money account came. Then there was no help from the bank or employees on complaining. SBI also made a similar mistake. On a similar case, the Delhi State Consumer Forum has reprimanded the State Bank of India (SBI) in an old ATM fraud case. The forum has ordered the bank to return the entire amount of Rs 20,000 with 10% annual interest. The matter is 11 years old and the customer finally got justice in the Consumer Forum after making constant complaints.
What was the matter?
SBI customer Panwar tried to withdraw Rs 1,000 from ATM at Guwahati railway station on 4 January 2014, but the transaction failed. He then withdrew money from the ATM of the nearby Indian Overseas Bank and left for Delhi by train.
But shortly after sitting in the train, he received three SMS, which was told that Rs 1,000, Rs 20,000 and Rs 1,000 have been successfully withdrawn from his account. Whereas, he did not do any such transaction. The transaction that was also failed.
Bank did not help, got legal way
Returning to Delhi, Panwar filed a complaint with SBI and demanded ATM’s CCTV footage. But the bank did not respond. He complained online, then to RBI Banking Lokpal. The first complaint was lost and no action was taken on the second. Eventually, Panwar filed a case in the Delhi District Consumer Forum. He accused the bank of getting full money and compensation, accusing the bank of negligence and mental harassment.
What did the Consumer Forum say?
On 25 October 2017, the Delhi District Consumer Forum ordered SBI to return Rs 20,000 to the customer who were withdrawn in fraud. Pay 10% annual interest until the refund is received from 4 January 2014. Give a compensation of Rs 10,000 for mental harassment. The SBI challenged the decision at the Delhi State Consumer Forum, but the forum justified the decision of the District Forum on 7 May 2025 and ordered the bank to pay the customer soon.
If customers are cautious and take action on time, they can get their money back. The court took seriously the negligence caused by the bank and brought relief to the customer.