A man was cheated of Rs19,000 at an ATM he visited in Lower Parel, after the machine failed to respond and he had to cancel the transaction.
The incident happened in March last year. But even after the man provided proof that showed he lost the money due to the faulty ATM machine, the large public sector bank with which he has an account has refused to compensate him for the loss.
On March 22, 2013, Siddhesh Katkar entered the ATM cabin on Delisle Road. "I punched in the PIN number and the machine hung. I cancelled the transaction and then moved to the second machine," said Katkar. He managed to withdraw Rs21,000.
On the way, he had a word with the security guard about the maximum amount a customer is allowed to withdraw in a single transaction. He remembers seeing a person use the unresponsive machine immediately afterward.
The 26-year-old electrician, who works on contract at the Bombay Port Trust, had planned to visit his village and three days later he visited another ATM near Mazagon Dock at Dockyard Road. But when he entered the amount, he was surprised to read that there was insufficient balance in his account.
From the mini statement, he learned that Rs19,000 was withdrawn from his account on March 22 without his knowledge.
"I requested the bank and got the CCTV footage that showed clearly an unidentified person withdrawing money from the machine that had hung. The bank authorities agreed that the money was fraudulently withdrawn from the ATM that may have been faulty," Katkar said.
He submitted a complaint about the incident to the NM Joshi police on April 4, 2013. However, till date the cops have not registered a case. When contacted, the police said they were not aware about the matter.
Srikant Apte, an activist who helps bank customers in similar situations, said, "The matter was put before the banking ombudsmen and the case went on for months. We were directed to take up the matter with the bank as it would have to take up the case. But the bank is insisting that it is for the police to investigate."
They are considering approaching the consumer court in this matter.