The Mumbai Suburban District Consumer Forum has held a nationalised bank guilty of deficiency in service for failing to verify if the signature of a customer matched that on the transaction slip before clearing payment towards a fraudulent credit card transaction.
A bench of forum president JL Deshpande and member ND Kadam directed the SBI Credit and Payment Services to remove a debit entry deducting a sum of Rs13,096 from Kandivli resident Anil Gupta's account towards a fraudulent transaction purchasing Indigo Airlines tickets. The forum also directed the bank to pay Gupta a sum of Rs3,000 towards cost of the litigation.
On June 1, 2007, Gupta received a bill from the bank for payment towards a transaction on his credit card. To his shock, he found four entries he had never made. Initially, the bank cancelled all four entries.
However, it later debited from Gupta's account a sum of Rs13,096 spent on the fraudulent purchase of Indigo Airlines tickets, compelling Gupta to approach the consumer forum.
The bank contested the complaint, stating that the entry pertaining to purchase of tickets was intimated to Gupta on August 12, 2007, and again on August 25, 2007, and they debited the amo-unt since Gupta did not respond. The bank refuted the allegation of deficiency in service.
The forum later concluded that the bank officials concerned did not exercise due diligence in the fraudulent credit card transaction.