CARD COMPANY TOLD TO PAY RS.5,000 COMPENSATION
Customer, a victim of lack of coordination at the bank:
The complainant had alleged that despite making full payment of the outstanding amount on his card account and request for closure of the card, the card company was issuing monthly statements showing outstanding dues and making constant telephone calls. While the issue was pending with BO, the card company had even served a legal notice harassing him.
The response of the card company to his pleas was quite evasive. BO observed lack of coordination between the accounts wing and collection wing of the card company.
Relying on the evidence of full payment of dues by the complainant, request for closure, copy of legal notice and absence of any written response to the complainant, the BO observed that the approach of the card company was very lukewarm to the customer. Issuance of legal notice by the card company after receipt of a communication from the BO regarding the dispute also reflected the lack of sensitivity of the card company to customer grievances. The card company was directed to pay an amount of Rs 5,000 to the complainant as compensation for the harassment.
Fraudulent transfer of funds by using net banking:
A complaint was received about fraudulent transfer of Rs 1.60 lakh from the account of the complainant using the net banking facility by unauthorised persons.
The complainant had opted for net banking facility for non-financial transactions only. The bank informed that the complainant might have compromised his password to the fraudsters which was denied by the complainant.
It was observed that the fraud had taken place due to faulty security system of the bank as a financial transaction had taken place using the complainant's password for non-financial transaction.
The bank was advised to furnish details including copies of the account opening forms of the “beneficiaries” and all other related papers. BO observed that the bank had violated KYC norms while opening the account of the fraudsters enabling them to perpetrate the fraud and abscond.
The bank was ordered to re-credit the complainant's account with the amount fraudulently withdrawn together with interest for the period he was out of funds.
Unreasonable/usurious credit card charges:
A complainant submitted that in the year 2000 he paid his card dues partially (Rs 2,500 in place of Rs 5,196).
However, the bank never sent any statement/notice till date. Suddenly, they raised a demand of Rs 108,000 in this regard. As the amount demanded was excessive as compared to the actual outstanding, the issue was taken up with the bank, which offered a full and final settlement for Rs 3,975.
(Source: Annual Report of the Banking Ombudsmen Scheme)
This is part of a series on redressal of customer grievances by the Banking Ombudsmen being carried in these columns since February 9.
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