In first of its kind order passed by the district consumer disputes redressal forum, Panchkula, State Bank of Patiala (SBOP) has been asked to pay over Rs 22,000 to a man for failing to investigate his complaint about a fraudulent online transaction from his debit card.
Raj Kumar, 43, a resident of Manimajra, had approached the bank with a complaint about transactions amounting to Rs 17,968 on June 26, 2014. The complainant brought the misuse of his card to bank's notice vide an email on June 27, 2014. The bank found out that 11 online transactions amounting to Rs 17,968 were made from the account of the complainant in a span of one hour.
The forum, headed by president Dharampal and members Anil Sharma and Anita Kapoor, observed that there was positive evidence that point out towards deficiency in service on the part of the bank.
In its defence, bank alleged that the complainant had disclosed details of his card to some other person. The bank pleaded that it was duty of the complainant not to disclose and allow information related to debit card to anyone. The bank further said the complainant did not produce any document to show that he made effort for registration of an FIR with the police about fraudulent withdrawal.
The forum in its order stated: "It is quite evident that the bank did not inform the complainant about the detail of disputed transaction like what was purchased, which IP address was used to make purchase and where were the services delivered."
It further stated: "The bank has not produced any copy of detailed investigation report allegedly made by them, in accordance which, it reached at a finding that the disputed transactions were incurred by a person due to discloser of the detail of the ATM of the complainant. No affidavit of the officer who conducted such investigation has been produced."
The bank has been asked to credit the amount of 11 online transactions amounting to Rs 17,968 into the account of the complainant and `5,000 as cost of litigation within 30 days from the receipt of the certified copy of the order.