17.03  Responsibilities of Consumer · Part 2

be carried away by exaggerating the quality of the goods through advertisements. If there is any discrepancy between the features advertised and the actual features observed in the product, it must be brought to the notice of the seller or advertiser. Consumer’s Name: Mr.Shashi Bhushan, Delhi Bank Complaint against: Punjab National Bank He has a salary account in Punjab National Bank, ECE House, K.G. Marg New Delhi. His complaint is that while trying to withdraw money from PNB's ATM on th August , the machine hang. He had entered only two digits of the password. He waited a few minutes for the ATM machine to function properly and again tried withdrawing money but the machine hang again. Subsequently, he found out that ` 15000/- was debited from his account. He called up customer care and filed a complaint in this regard. He was given a complaint number. On st August , the bank sent an sms to the customer rejecting his complaint, saying that the transaction was done successfully. Why is it interesting? As Punjab National Bank's ATM was not working, the customer could not even enter password. So there is no question of withdrawing money. How the bank debited amount from his account is a mystery Secondly, the bank agreed to show footage of the transaction which the bank claimed to be genuine but later backed-out. This is a clear violation of RBI directive. Failed transaction in case of ATM requires not only reversal of any excess debit within days but also ` per day as penalty needs to be paid by the bank to the aggrieved customer after the specified period. NCH Suggestions:- Customer must insist that PNB (which holds the recorded Footage of the ATM transaction) show him the recorded footage to him to prove once and for all who is at fault. Here if the customer has withdrawn the money bank is not required to do anything. But if the customer has not withdrawn the money as claimed by him and the recorded footage proves it, The consumer will not only get