Customers can directly lodge ATM Transactions Complaints on NPCI Website

 

Customers can directly lodge ATM Transactions Complaints on NPCI Website

          Our country has more than 2,52,000/- ATMs spread across States and Union Territories.

          Multiple cash withdrawals happen at the ATMs during the daytime. After sunset, the cash withdrawals volumes slow down.

          Majority of saving bank account holders will be familiar with ATMs, and the whirring sound of cash being dispensed.

          The UPI magic has somewhat reduced the need for account holders to visit ATMs to access their bank balance.

          ATMs are designed to carry out perform financial as well as non-financial transactions.

          Financial Transactions – Cash Withdrawal / Cash Deposit / Funds Transfers between two accounts / Bill Payments / Tax Payments

          Nonfinancial Transactions – Not limited to PIN Change / Card Activation / Mini Statement / Cheque Book Requisition

          Reserve Bank of India publishes the daily Settlement Data of Payment Systems @ https://rbidocs.rbi.org.in/rdocs/content/docs/PSDDP04062020.xlsx

          The above link provides fascinating information about the trends across various Payment Systems.

          Like any technical process, there are times when customer’s bank account / wallet is debited but physical cash is not received by the recipient.

          There are multiple channels for the account holder to intimate their bank about non-receipt of cash.

          Reserve Bank of India’s FAQs dt 11/04/2022 on ATMs can be read @ https://rbi.org.in/Scripts/FAQView.aspx?Id=75

          Now, NPCI vide Cir No NPCI/NFS/OC/ No418/2022-23 dt.22/07/2022 informed to public at large, that customers can lodge complaints for specific error codes at ATMs connected to the National Financial Switch.

          The complete circular can be read @ file:///C:/Users/nshan/Downloads/NFS-OC-418-Customer-complaint-through-NPCI-website-for-NFS-ATM-transactions.pdf

 

          Customer’s can lodge complaint on the NPCI Portal for the following 3 codes: -

 

B1 – Account debited but cash not dispensed

B2 – Partial amount dispensed

B3 – Customer failed to collect cash

 

          For all other error codes, customers need to contact their banks as per existing process.

          Customers will receive a Unique CRN i.e Complaint Reference Number, on lodging a successful complaint.

          The compliant information will flow to the Acquiring Bank and Issuing Baank.

          Acquiring Bank Actionable _ To proactively check the status of the transaction and raise credit adjustment for the failed ATM transaction.

          Issuing Bank Actionable- To check status of the transaction and raise Chargeback in NFS-BCS, if acquirer bank has not raised credit adjustment for the transaction.           

         

 

 

 

 

Disclaimer: These are my personal views only. The bottom line is Safe ePayments. Nothing More – Nothing Less.