Daijiworld Media Network - Surat

Surat, Mar 20: The District Consumer Disputes Redressal Commission in Surat has directed Bank of Baroda to pay Rs 3.28 lac as compensation to a customer, nearly nine years after a failed ATM transaction.

In its February 26 order, the Commission also asked the bank to refund Rs 10,000—the amount debited from the complainant’s account—along with 9 per cent annual interest. Additionally, it awarded Rs 3,000 for mental agony and Rs 2,000 towards litigation costs.

The case dates back to February 18, 2017, when the complainant, Jitesh Kumar Gandhi, attempted to withdraw Rs 10,000 from an ATM of State Bank of India in Udhna. Although no cash was dispensed and no receipt was generated, the amount was debited from his account.

Despite repeated complaints to Bank of Baroda’s Dumbhal branch and the State Bank of India branch in Udhna, the issue remained unresolved.

During the proceedings, Bank of Baroda argued that the ATM belonged to SBI and the transaction was recorded as successful. However, the Commission held that the bank failed to prove that the customer had actually received the cash.

The order emphasised that internal arrangements between banks cannot be cited against customers and that banks must provide clear evidence in disputed ATM transactions.

The Commission also noted that the delay violated guidelines laid down by the Reserve Bank of India, which mandate timely resolution and refund in such cases.