Hi,

On 16th May (Sunday), while withdrawing Rs 15,000 from the ATM of Standard Chartered Bank at AB-17, Salt Lake, I received the money in adamaged comdition with some 500 rupee notes sticking out of the bunch and found the amount to be Rs 14,500 (a 500 rupee note missing). As the bank was closed on Sunday, I went to the Bank and made a complaint.

However, after investigation, Standard Chartered Bank refuses to admit the ATM machine error as they do not find a discrepancy in their account.

I have stopped using the ATM machine (the ATM machine has since then got replaced by a new model the following week). However, the claim by the Branch Manager is that there was no other complaint regarding the machine and that Standard Chartered wants to be careful of the legal aspects of the case as refunding the money for one person may become a reference for others.

I have pasted below the mailc exchanged with coustomer.care@sc.com (starting from the bottom to top).

I would like to know the liability of the bank in such a case. Can I get my Rs 500 from the Bank ?

Thanks and Regards

Jayanta

Communication with Standard Chartered (customer.care@sc.com)
================================================

Reply from Standard Chartered on 1st June, 2010
====================================
Ref: 05/10/065029/LIB

Dear Mr. Basu,

This is with reference to your email dated June 1, 2010, regarding
your account ending 8105.

We wish to inform that we had taken your issue regarding ATM dispute
of Rs.500.00 less on May 16, 2010 once again with the respective
department however wish to reiterate that the said transaction of
Rs.15,000.00 on May 16, 2010 is a valid transaction. Trust you will
understand our stance in this regard.

We thank you for banking with us, and assure you of our best services
always.

Yours sincerely,

Soundarrajan
Officer, Customer Care

Mail to customer.care@sc.com on 31st May 2010
====================================
Hi Soundarrajan,

I am not satisfied with the investigation carried out by Standard Chartered Bank as the fact remains that I was given Rs 500 less by the ATM machine.

I think that it does not make any sense to investigate the transactions, as I received the notes in a damaged condition (with a few notes sticking out of the bunch). I am sure that the ATM machine did count correctly and the problem was in the delivery of the notes.

Since the extra money was not found in the machine, it looks like it may have been delivered to the next customer. Unfortunately, I did not think of trying to withdraw some small amount of money at that time. Also, since the bank was closed on Sunday, I could not contact the officials and lodge my complaint until Monday.

I would like to escalate my complaint to be reviewed again by Standard Chartered Bank.

If you feel that you cannot do anything further, let me know the complaint mail id for the Parent Bank.

If I do not get a reply from you, then I would seek justice from Consumer Forum and try to get my complaint published in the newspapers.

Thanks and Regards

Jayanta

Reply from Standard Chartered on 26th May, 2010
====================================
Ref: 05/10/045383/LIB

Dear Mr. Basu,

This is with reference to your email dated May 21, 2010, regarding the
above mentioned account with us regarding the ATM cash withdrawal for
Rs.15,000.00 however the dispensed amount was Rs.14,500.00 only.

We are concerned to note the anxiety and inconvenience caused to you
on account of the above mentioned transaction debited to your savings
account ending 8105.

Post investigation, we wish to confirm that the above mentioned ATM
transaction is a valid and successful transaction. We are attaching
herewith the Journal copy, as a proof of the above withdrawal for your
ready reference and records. We trust you find the same in order.

We thank you for banking with us, and assure you of our best services
always.

Yours sincerely,

Soundarrajan
Officer, Customer Care

Mail to customer.care@sc.com on 21st May, 2010
=====================================
Subject : Customer issue : SURA82/LC/0510/18
Hi,

I tried to withdraw Rs 15,000 from my account on 16 May 2010 morning at about 7.53 am (I had taken a mini statement at 7.52 am but did not opt for a statement for the transaction).

The bundle of notes came out rumpled with 3/4 Rs500 notes folded and sticking out of the bundle. There were indentation marks on the edge of the notes where the machine had tried to push the bundle hard (it seemed to have got stuck somewhere). I counted the notes (normally I do not count the money but seeing the notes sticking out of the bundle I did so) and found 28 Rs500 notes instead of 29. There were 5 Rs100 notes.

I went back to the back at 10am and came to know that the bank was closed on Sunday and I should come back on Monday at 10am. I ment a couple of Grade 4 staff who saw the bundle and the damage of the edge of the bundle.

I went to the bank again at 10am on 17th May 2010 and was asked to use Phone Banking to get a compliant number and sebmit a form. I was told that there was no discrepancy in the count of notes in the ATM machine that morning (I do not know if the ATM machine was serviced on Sunday after the incident).

Although, I had brought the bundle of notes intact and showed the damaged part no one seemed interested to see it and no technical person was called to view the notes.

I was told that any extra money which could not be delivered to a customer would fall down in a bucket and the mechanism was foolproof.

I feel that I have been cheated out of Rs 500 by Standard Chartered Bank due to a faulty ATM machine.

I feel that the possibilities are :
a) The money got stuck somewhere and got delivered to the next customer. However, I am told that it is not possible.
b) The person servicing the ATM kept the Rs 500 note
c) It is still stuck somewhere in the machine.

I was told by a phone call today that I would not get the Rs 500 that is due from standard Charted Bank to me and I could complain to this email Id.

In case I do not getback the Rs 500, I shall stop using the ATM and shall start using cheques again.

It is not the matter of Rs 500 only, but the integrity of the bank which is in question. It is the treatment of a customer complaint and the value attached to a customer word.

Thanks and Regards

Jayanta

The issue has been settled to my satisfaction by Standard Chartered Bank

Jayanta Basu