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An alleged fraudulent transaction worth Rs 8,557 was billed to the complainant's card towards a hotel bill. The same was reversed after four years by the bank giving permanent credit.
However, the bank statement reflected Rs 27,207 as outstanding on the credit card, which was due to charges for non-payment of the above alleged fraudulent transaction.
As the bank failed to resolve the issue even after a lapse of four years, the banking ombudsman concluded that there was deficiency of service on the part of the bank. Accordingly, the ombudsman advised the bank to reverse all the dues, issue ‘No Dues' certificate to the CIBIL (Credit Information Bureau (India) Ltd) and pay compensation of Rs 10,000 towards expenses.
Dishonour of settlement of credit card dues : In a complaint related to dishonour of the settlement by the bank in respect of credit card dues of the complainant, where the bank had misplaced one cheque and the complainant was declared a defaulter for missing EMI's and was harassed for recovery, it was observed that the bank had caused avoidable mental harassment to the complainant without examining the issue at its end.
The bank was directed to waive balance outstanding and pay a compensation for Rs 1 lakh towards harassment and mental anguish suffered by the complainant.
Failure of bank to repay maturity proceeds of a fixed deposit: In a complaint about delay in credit of maturity proceeds of the deposit, the bank officials had explained that the record of the fixed deposit certificate issued in the name of the complainant was not available in the bank's CBS system.
It appeared from the old records that the account was entered from the manual system to the computer system and marked “closed”.
It was observed from the correspondences that for more than a year, the queries and replies from the Zonal Office and the branch were perfunctory, without any effective proposal to solve the problem of the depositor.
In view of a clear case of deficiency in customer service by the bank branch, the banking ombudsman passed an award that the full maturity value together with interest on the amount at 9.5 per cent till the date of payment of the amount, be paid to the depositor and further Rs 10,000 towards the loss suffered by the complainant.
(Source: Annual report of the Banking Ombudsman Scheme.)
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