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Bank of India (BOI) found guilty of unfair trade practices, asked to compensate customer

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The Central Mumbai district consumer redressal forum has held Bank of India (BOI) (Wadala East branch) guilty of unfair trade practices—providing deficient service to one of its consumers.

The forum has therefore asked the bank to pay the complainant Rs 7,000 as compensation for the mental agony he went through, a fine of Rs 10,000 with interest and the litigation cost of Rs 5,000.

Siddiki Ahmed, a resident of Wadala East, had a Non Resident Rupee (NRE) account with the BOI Wadala branch. On March 31, 2011 Ahmed withdrew Rs 10,000 from his account from a Bank of Baroda ATM centre at Mohammad Ali Road, Mumbai. However, the complainant while updating his bank pass book realised that there was double entry of the same amount on his account on the same date.

When Ahmed brought this to the notice of the bank, it advised him to consult the bank from whose ATM the money had been withdrawn.

Accordingly, he approached Bank of Baroda. Its officials asked him to lodge a complaint at its toll free number. Ahmed was also asked to send a complaint in the bank's email ID. Bank of Baroda, after going through his complaint, informed Ahmed that the transactions he had made on March 31, 2011 and April 1, 2011, were successful. But that the matter with regard to his passbook entry should be taken up by Bank of India.

Accordingly, Ahmed again approached BOI. On his fifth visit to the bank on the same issue, the bank manager told him that the matter could not be solved at the bank's level and that he will have to approach the Reserve Bank of India Banking Ombudsman.

"A complaint was lodged with the RBI, but it was rejected. The complainant made 15 visits to correct things, but that did not happen," reads the order copy.

Finally, when Ahmed realized that nothing could be done at the bank level, he approached the forum. The forum, after going through the evidence placed on record, asked BOI to file a reply. But the bank did not do so, and then the consumer redressal forum directed the bank to pay Rs 10,000 to Ahmed along with nine per cent interest, from March 31, 2011.

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