Whimsical attitude of bank in settling consumer dispute

Myself and my family are maintaining multiple accounts with Union Bank of India, Tollygunge Karunamoyee Branch, Kolkata, for more than last 10 years. On 3/12/13 at about 8 pm there was a Cyber Hacking in two of my accounts for INR 98K + 49K which I came to know through a SMS. I immediately logged into my Net Banking and found the same were transferred to some other S/B A/cs with other branches of Union Bank only. By 8.30 pm I called their 24×7 Helpline and requested them to place a hold each on their respective transferee accounts. Even after taking all my identifiers, they denied very modestly and advised me to proceed to the respective Branch the next day morning along with Police FIRs. Next day morning when I approached the respective Branch, I was given to understand that though 49K was lying intact but out of 98K almost 75K had been withdrawn by the hackers through overnight ATM Operations. Hence, the same could not be refunded to me though they have have refunded me the rest amount which they could place on hold. Thereafter, I approached the Kolkata Cyber Police, Internal Grievance Cell of the Union Bank, Banking Ombudsman, RBI DOS, Office of the Consumer Affairs & Fair Business Practices – W.B. Govt., one after another without any positive result.

Ultimately I moved the case to the District Consumer Disputes Redressal Commission (popularly known as the Consumers’ Court) and got their Order in my favour and the Bank was directed to refund me my demand amount along with interest. The Bank on their part moved to the State Level and then up to the National Level for my meager claim of INR 74,900/-. Finally, at the National Level through a Consented Judgment it was ordered to refund me the principal amount but on foregoing the interest thereon which amounted to about 15K at the then FD rates. This was just to avoid the annoyance and costs of going up and down to and from Delhi a few more times. Finally, on 9/7/2016, i.e., 32 months after I got back my claim. My moot question is that what purpose did it really serve the Bank other than satisfying their foolish ego by making legal & other administrative expenses of at least double the claim amount and creating undue harassment to its customer ? This being a nationalized bank, who talks big about cost cuttings, spoiling public money so lackadaisically ? Who is to be held responsible for the same please.

Satyabrata Datta
Kolkata 700034, West Bengal
Email: sxxxxxxxxxxxa@gmail.com / 16/07/2016 / 12:36 pm

Leave a Reply

Your email address will not be published. Required fields are marked *

Answer the below question * Time limit is exhausted. Please reload CAPTCHA.