SOP FOR CUSTOMER

TRANSACTIONS AT SBI
ATMS:
UNSUCCESSFUL
TRANSACTIONS /
SUCCESSFUL BUT
DISPUTED TRANSACTIONS

ANYTIME CHANNELS DEPARTMENT

9TH FLOOR, AIR INDIA BUILDGING, CORPORATE
CENTRE
NARIMAN POINT, MUMBAI – 400021.

Page 0 of 27
 CONTENTS

1. Transaction is unsuccessful, but Customer Account is debited ...................................................... 2

(Partial disbursement or Full amount not disbursed)............................................................................. 2
2. Fraudulent/Unauthorised Transactions at ATM ............................................................................. 5
Stage 1: Identification of a disputed transaction as fraud and reporting........................................... 5
Stage 2: Restoration of the disputed amount..................................................................................... 7
Monitoring & Follow-up of the Fraudulent Transaction(s) after the amount is restored .................. 9
3. Other Important Points: .................................................................................................................. 9
4. CHECK LIST FOR CONSIDERING CUSTOMER’S COMPLAINT UNDER SOP ...................................... 10
5. Abbreviations used in the SOP:..................................................................................................... 11
6. TIME LINES FOR COMPLAINTS RESOLUTION ................................................................................ 12
7. Annexure – 1: ATM CLAIMS AGAINST MS VENDOR ...................................................................... 14
8. Annexure – 2: EXTRACTS OF – CIRCULARS QUOTED IN THE SOP FOR REFERENCE ...................... 15
9. Annexure – 3 : Process Flow for Shadow Credit ........................................................................... 20
Format-A : Application Form for ATM Disputed Transaction ............................................................... 24
Format-B Other Important Information ............................................................................................... 25
Format C: RECOMMENDATION OF THE BRANCH ................................................................................. 26
Format-D : Approval from Network General Manager......................................................................... 27

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 Standard Operating Procedure (SOP) for ATM Complaints

1. Transaction is unsuccessful, but Customer Account is debited

(Partial disbursement or Full amount not disbursed)

Eligibility:
i. A customer of State Bank of India in possession of a valid SBI ATM / ATM-cum-
Debit card.
ii. Lost / Stolen / Destroyed Card cases are not eligible.
iii. Customer can file a complaint at a) Customer Home Branch b) Contact Centre
c) Online Complaint.
iv. This will also cover single card / complaint & multiple transactions.

Applicability:

 The SOP will be applicable for transactions done at SBI ATM.

Procedure:
i. Complaints Management Department (CMD) / Customer Relationship
Management (CRM) will handle all ATM related transactions and these will be
resolved at GITC by taking up the matter with ATM Branches through CMS /
CRM for ascertaining the position of excess cash supported by Cash
Verification Report (CVR) and EJ availability.
ii. ATM linked Branches to upload ‘NO EXCESS CASH CERTIFICATE (NECC),
Cash Balance Report (CBR) / CVR and Switch Log invariably (NECC & CBR
(OR) CVR ARE MUST), while attending complaints of NIL / Partial
disbursement of cash in CMS / CRM portal. If, branch fails to upload NECC /
CBR / CVR within 3 working days for disputed transactions, CMS / CRM will
debit the branch 98581 for the disputed amount. Therefore, ATM linked
branches have to ensure daily EOD / balancing of Physical and Admin Balance
of ATM without fail.
iii. For EJ missing cases, hitherto, concerned LHO’s BGL 98581 account is being
debited by CMD / CRM for recovering the amount from the vendor’s monthly
bills. This BGL 98581 account is being used for other purposes also. For
arriving correct and accurate figures on account of recoveries made from
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 vendors as EJ missing cases, a new BGL account will be opened for each LHO
and CMD / CRM will debit new BGL account for EJ missing cases and till such
time, 98581 may be used. Anytime Channel Department has initiated the
process for opening of new account and issue e-Circular.

If the Customer approaches Home Branch for resolution

i. Branch will check Customer’s account and BGL 98582BBBBBC for any reversal
credit by the Switch Centre.
ii. In case no credit is observed in the account against the disputed transaction
(EJ successful), Branch will lodge a complaint on behalf of the customer in
CMS/CRM for reversal of the amount. The Home Branch shall also check the
customer’s history of disputed transactions available in CMS / CRM to exercise
extra caution where customers are found to be disputing transactions time and
again.
iii. Where ATM Cash Management is outsourced, the CRA (appointed by MS
Vendor) is required to tally ATM cash and to deposit the excess cash / make
good the cash shortage, if any, with ATM linked Branch. The ATM linked Branch
shall deal with such excess / shortage of cash, as explained in e-Circular
No.IT/GLOBALIT-ATM/13/2014-15 dated 16.12.2014 in case of ATMs (Related
extract as per Annexure-2). and in case of ADWMs vide e-Circular
No.IT/GLOBALIT-ATM/9/2016-17 dated 11.07.2016 (Related extract as per
Annexure-2). However, in case of failed (NIL or Partial Disbursement)
transactions as per EJ log, where excess / short cash is not reported / deposited
by CRA, the ATM linked Branch shall raise claim for partial / full amount (after
adjusting the amount already remitted by CRA) from ATM Department of its
LHO, as per Annexure – 1.
iv. Where ATM Cash is Managed by our own Staff / CAC, they are required to tally
ATM cash and to deposit the excess cash / make good the cash shortage, if
any, with ATM linked Branch. The ATM linked Branch shall deal with such
excess / shortage of cash, as explained in e-Circular No.IT/GLOBALIT-
ATM/13/2014-15 dated 16.12.2014 in case of ATMs and in case of ADWMs
vide e-Circular No.IT/GLOBALIT-ATM/9/2016-17 dated 11.07.2016.

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 v. Where EJ log of disputed ATM Cash Withdrawal transaction and / or (b) EJ log
of 3 preceding and 3 succeeding successful cash withdrawal transactions at
ATMs / 3 preceding and 3 succeeding successful financial transactions at
ADWM are found missing or are not submitted by the vendor, the recovery of
amount of disputed transaction/s shall be made from the vendor responsible for
uploading EJ logs.
vi. All cases where the customers’ claims are partially or fully declined shall
necessarily be referred to the Internal Ombudsman, as per e-Circular No. NBG/
CS&OPS-CS/1/2018-19 dated 19.12.2018 (Related extract as per Annexure-
2), preferably with customer’s history of disputed transactions available in CMS
/CRM to exercise extra caution where customers are found to be disputing
transactions time and again.
vii. ** All cases/complaints relating to ATM failed transactions (Customer’s account
debited but cash not dispensed cases), Bank has to ensure pro-active reversal
of failed transaction within a maximum of T+5 calendar days (T is the day of
transaction) as per RBI Circular No. RBI/2019-20/67 DPSS.CO.PD
NO.629/02.01.014/2019-20 dated 20.09.2019.
viii. ** Compensation for not following Turn Around Time (TAT) of T+5 calendar
days, wherever financial compensation is involved, shall be affected to the
customer’s account Suo moto, without waiting for a complaint or claim from the
customer. Compensation payable will be ₹.100/- per day for delay beyond T+5
calendar days to the credit of the account holder. The compensation to be paid
by debit to BGL 2399995 (ATM Compensation Paid Account).

(**) Point Nos. vii and viii yet to be implemented by the Bank as we have taken
up with RBI. Till such time, instructions contained in e-Circular
No.IT/GLOBALIT-ATM/3/2014-15 dated 30.04.2014 and e-Circular
No.IT/GLOBALIT—ATM/16/2014-15 dated 02.01.2015 are applicable.

********* End of Part 1*********

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 2. Fraudulent/Unauthorised Transactions at ATM

Eligibility

a. A customer of State Bank of India in possession of a valid SBI ATM-cum-

Debit card.
b. Lost / Stolen / Destroyed Card cases are not eligible.
c. This will also cover single card / complaint & multiple transactions.

Applicability:

a. The SOP will be applicable to a disputed transaction by SBI customer at SBI

ATM only.
b. The documents relating to SOP as per checklist will be submitted at customer’s
home branch (where account is maintained) only.
c. The customer must be in physical possession of his / her ATM card at the time
of lodging the complaint. In case the customer has lost his / her ATM card, Bank
shall be liable for any fraudulent transaction/s taking place after receipt of
customer’s request for blocking of card. Till such time, the customer shall be
liable for any misuse of his / her ATM Card.

Stage 1: Identification of a disputed transaction as fraud and reporting

Process Flow:

i. All individual complaints which are lodged under unauthorised transactions

category in CMS as successful (as per details on EJ) but the customer still
disputes that he / she did not attempt the transaction will only be entertained.
ii. CMD/CRM will route /forward these complaints to customers home branch
through CMS with a remark “to be dealt with as per SOP”, while closing the
complaint.
iii. Also, as per guidelines of the RBI on Limited Liability of customer and as per
our e-Circular No. R&DB/BOD-BO/6/2018-19 dated 11.06.2018 under para
4.6.4 – State Bank of India Compensation Policy – 2018 “on being notified by
the customer, the bank shall credit (shadow reversal) the amount involved in
the unauthorised electronic transaction to the customer’s account within 10

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 working days from the date of such notification by the customer (without waiting
for settlement of insurance claim, if any)”. The credit shall be value dated to be
as of the date of unauthorized transaction. Accordingly, the shadow credit in
the customers account to be provided as per process given in Annexure – 3.
iv. The branch will deal the complaint under SOP and obtain application
(Format-A) from customer in two copies. One copy will be returned to the
customer after due acknowledgement with date.
v. The Branch will also obtain other important information as per check list, on
prescribed format for ‘Other Important Information’ (Format-B), which will help
the Bank to take suitable decision.
vi. Once the claim of complaint is forwarded / routed by CMD / CRM to Home
Branch, the Home Branch / RBO through Nodal Officer posted at LHO will
ensure and advise the ATM Linked Branch to preserve / separate disputed
transaction DVSS / CCTV footages for future references and till the final
resolution of the complaint.
vii. The Branch will forward the complaint as per SOP directly to AGM (ATM
Operations) at LHO / Concerned Network along with his / her recommendation
and a copy to RBO for information on Format-C as per check list within 2
working days from receipt of the application.
viii. The DVSS / CCTV footage of the transaction along with 3 preceding and 3
succeeding transactions of ATM or ADWM should also be obtained from the
ATM Branch by concerned Nodal Officer at LHO. (Claims should not be
rejected by SOP committee merely on the basis of non-availability of
DVSS/CCTV footage). Other aspects of the Customer like customer’s profile,
history of charge back complaints, conduct of account, EJ Log errors etc are
also to be examined. If the ATM pertains to other Circle, Nodal Officer of other
Circle will arrange for the required DVSS / CCTV footage.
ix. If, vendor fails to provide DVSS/ CCTV footage of the disputed transaction,
recoveries to be made from the vendor’s Bills as per SLA.
x. Police intimation for loss less than or equal to ₹.50,000/- and FIR / online
complaint to Police / Cyber Cell for loss more than ₹.50,000/- per card is
required.
xi. RBO / LHO officials to visit ATMs involved in respect of at least 20% of SOP
cases pertaining to their Circle to verify physical security like concealed
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 wiring/LAN Ports/Electrical and CCTV etc. However, ATM Channel Manager /
ATM Channel Facilitators have to continue to visit all ATMs within the RBO.

Stage 2: Restoration of the disputed amount

Handling Departments/ Units/ Officials:

i- Customer’s Home Branch

ii- AGM (ATM Operations) at LHO/ concerned Network
iii- AGM (Customer Service) at LHO
iv- AGM (Fraud Monitoring Cell) at LHO
v- Designated Resource Person at ATM (Operations) Department at
GITC, Belapur.

Process Flow:

i. AGM (Fraud Monitoring Cell), concerned AGM (ATM Operations) and AGM
(Customer Service) will jointly decide (based on data / information available and
investigation in the matter) whether the transaction can be classified as ‘Fraud’
and also the category of fraud. (as per e-Circular No. NBG/ATM-NBG-
NBG/1/2013-14 dated 29.06.2013)
ii. Once the transaction is identified as fraud by the SOP committee, the
recommendation for restoration of the disputed amount should be put up to the
Competent Authority (as per present delegation of financial powers) on the
prescribed format (Format-D).
iii. The Note for restoration of the disputed amount will be jointly put up by AGM
(FMC), concerned AGM (ATM Operations) and AGM (Customer Service). The
SOP Committee to meet as and when required depending on SOP cases.
However, the SOP Committee to meet at least once in a fortnight to clear the
SOP cases.
iv. The Competent Authority for approving the restoration of amount and the
structure for approving restoration will be, as per the Scheme for Delegation of
Financial Powers circulated by BOD from time to time, not below the rank of
General Manager of concerned Net Work to approve the SOP Committee
decision for restoration of amount to customer or rejection of the SOP (as per
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 e-Circular No. NBG/ATM-NBG-NBG/1/2013-14 dated 29.06.2013). Referral of
cases with partial or full amount rejected cases have to be referred to the
Internal Ombudsman by the DGM(CM&CS) of the Circle.
v. Once decision is taken to restore the disputed amount to the customer’s
account, entire set of SOP is to be forwarded to the concerned Branch with a
copy to RBO for information. The Branch will restore the amount by debit to
BGL 4691109 (ATM Domestic Unauthorized Transactions Compensation Paid
Account).
vi. The SOP Committee at LHO should complete the process within 30 days from
the date of receipt of application at the branch. RBI Circular dated 03.09.2018
on “Internal Ombudsman Scheme, 2018” prescribes that bank shall internally
escalate all such complaints to Internal Ombudsman within two weeks of receipt
of complaint, before conveying the final decision to the complainant within a
period of 30 days, from the receipt of complaint.
vii. The reporting will be as per extant procedure for reporting a Fraud. Summary
report is to be submitted to the competent authority for approval as per Bank’s
extant instructions.
viii. Once complaint / SOP is settled and amount is paid to the customer, a claim
should be made to the insurance company for the loss amount. The claim to
insurance company has to be submitted as per SOP for Insurance on Digital
Transactions issued vide e-Circular No. R&DB/P&SP-DEBITCARD/5/2019 –
20 dated 22.05.2019 (Related extract as per Annexure-2)., by the Nodal Officer
for Insurance at LHO.
ix. Fraud cases where customer’s claim has been rejected are to be referred to
the Internal Ombudsman (IO) only when there is a deficiency in service on
Bank’s part or if directed by CSCB. (as per e-Circular No. NBG/ CS&OPS-
CS/1/2018-19 dated 19.12.2018) (Related extract as per Annexure-2). Where
CCTV footages / DVSS image are not available, it amounts to deficiency in
service and the cases are to be referred to the Internal Ombudsman by the
DGM(CM&CS) of the Circle. DGM(CM&CS) will refer to the IO all the SOP
cases which are partially / fully rejected at the Circle.

Stage 3:
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Monitoring & Follow-up of the Fraudulent Transaction(s) after the amount is restored

Handling Departments/ Units/ Officials:

AGM (Fraud Monitoring Cell)

Process Flow:

Once an ATM transaction is identified and reported as ‘Fraud’, the follow up and
monitoring will be done by AGM (FMC) as per the procedure applicable to other
categories of frauds and Summary report is to be submitted to the competent
authority for approval as per Bank’s extant instructions.

3. Other Important Points:

i. A new BGL account 4691109 named ‘ATM Domestic Unauthorized
Transactions Compensation Paid Account’ will be opened for each Branch
for settling SOP / ATM Fraud related cases. This account will be used only
for payment for restoration of fraudulent amount, with prior approval of SOP
Committee and duly approved by Competent Authority not below the rank of
GM of concerned Network. No other debits will be allowed from this BGL A/c
4691109 ‘ATM Domestic Unauthorized Transactions Compensation Paid
Account’. While, making payment to the customer by debiting BGL 4691109
‘ATM Domestic Unauthorized Transactions Compensation Paid Account’,
Branch have to enter sanction note of SOP Committee, number and date in
CBS in the space provided for narration for future reference.

ii. DVSS / CCTV footages for disputed transactions/cloning / fraud related

cases, which happen on SBI ATMs, are to be provided to when demanded
by the law enforcing authorities viz: The Police, Hon’ble Court, Banking
Ombudsman, Internal Ombudsman (IO), Consumer Forum and Fraud
Monitoring Committee. However, a copy is also to be retained with Branch
for future reference.

iii. For this purpose, one Nodal Officer under DGM (CM&CS) at LHO level to
be identified. The Nodal Officer will coordinate with the different OEMs of

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 ATM / e-Surveillance Vendors without intervention of the Branch / RBO for
getting DVSS / CCTV footages. Nodal Officer at LHO will not only be
responsible for getting DVSS / CCTV footages but also responsible for
monitoring recovery from the Vendor as per SLA, where vendor failed to
provide the same. CMD / CRM will also identify an officer to coordinate with
circles for getting the DVSS / CCTV footages (in case of other Bank cases
also).

iv. For making payment of SOP related cases, the related instructions are
mentioned in State Bank of India Compensation Policy – 2018, which has
been circulated vide e-Circular No. R&DB/BOD-BO/6/2018-19 dated
11.06.2018 (Related extract as per Annexure-2). On Page No.7, Para 4.6.2
(a) (ii) of the said Circular, guidelines regarding Limited Liability of a
Customer and Zero Liability of a Customer have been incorporated. Further,
Customer negligence indicators mentioned vide e-Circular No.
CS&NB/CS&NB-DEBITCRD/34/2016-17 dated 22.03.2017 (Related extract
as per Annexure-2). may also be referred. RBI Circular dated 06.07.2017
on “Customer Protection – Limiting Liability of Customers in Unauthorized
Electronic Banking Transactions” mandates that (i) bank to resolve the
complaint and establish liability of the customer, if any, within time specified
in bank’s Board approved policy, but not exceeding 90 days from date of
receipt of complaint, and to pay compensation to the customer, as prescribed
in paragraphs 6 to 9 of the Circular (ii) where bank is unable to resolve the
complaint or determine the customer liability, if any, within 90 days, to pay
compensation to the customer, as prescribed in paragraphs 6 to 9 of the
Circular.

4. CHECK LIST FOR CONSIDERING CUSTOMER’S COMPLAINT UNDER SOP

 All documents (including application) from customer to be got signed with date
from the customer. Branch should affix its rubber stamp with date on such
documents.
 Print out of the closed CMS Complaint.

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 Copy of EJ Logs with 3 preceding & 3 succeeding successful withdrawal
transactions in case of ATM and 3 preceding and 3 succeeding successful
financial transactions in case of ADWM. (to be taken from ATM iAlerts).
 Hot listing / Account blocking / transaction blocking details confirmation (by
branch). (to be taken from ATM iAlerts).
 Format A and C to be submitted duly signed by the Branch Manager / Officer
concerned.
 Copy of the Debit Card transactions statement reflecting the disputed transactions
with date and time stamps (to be taken from ATM iAlerts).
 Copy of the Police intimation for loss less than or equal to ₹.50,000/- & copy of
FIR / online complaint with police for loss more than ₹.50,000/- per card.
 Scanned copy of the Debit Card – both sides with duly verified under signature
and seal of Branch.
 Evidence of customer’s presence / location at the time / date of incident.
 Confirmation on availability of CCTV footage of the transaction. If, not available,
reasons for non-availability is to be obtained from the Circle Nodal Officer.
 SMS alerts delivery report / SMS details.
 Channel Manager’s Visit report is must for deciding SOP cases by the SOP
Committee, while dealing with ATMs / AWDMs related fraud cases.
 Movement of SOP will also be attached with the claim form by branch in the
following format.
a. Date of complaint lodged by customer in CMS/Branch,
b. Date on which CMD routed the complaint to Branch,
c. Date on which application received from Customer at Branch:
d. Date on which duly completed application as per SOP forwarded to LHO,
e. Date of receipt of claim form at LHO/RBO.
f. Date of SOP committee meeting for deciding the claim,
g. Date of reporting to branch about decision of SOP committee,
h. Date of restoration of amount (if claim accepted)

5. Abbreviations used in the SOP:

SOP: Standard Operating Procedure
CMD: Complaints Management Department
CRM: Customer Relationship Management
CVR: Cash Verification Report
CBR: Cash Balance Report
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NECC: No Excess Cash Certificate
OEM: Original Equipment Manufacturers
CRA: Cash Replenishment Agency
CAC: Cash Administration Cell
ADWM: Automated Deposit and Withdrawal Machine
DVSS: Digital Video Surveillance System
CSCB: Customer Service Committee of the Board.

Circulars quoted in the SOP:

e-Circular No.IT/GLOBALIT-ATM/13/2014-15 dated 16.12.2014.
e-Circular No.IT/GLOBALIT-ATM/9/2016-17 dated 11.07.2016.
RBI Circular No. RBI/2019-20/67 DPSS.CO.PD NO.629/02.01.014/2019-20 dated
20.09.2019
e-Circular No. NBG/ATM-NBG-NBG/1/2013-14 dated 29.06.2013
e-Circular No. NBG/ CS&OPS-CS/1/2018-19 dated 19.12.2018.
e-Circular No. R&DB/P&SP-DEBITCARD/5/2019 – 20 dated 22.05.2019,
e-Circular No. R&DB/BOD-BO/6/2018-19 dated 11.06.2018
e-Circular No. CS&NB/CS&NB-DEBITCRD/34/2016-17 dated 22.03.2017.

6. TIME LINES FOR COMPLAINTS RESOLUTION

SL.
DESCRIPTION TIME LINE
NO.
1 ATM linked Branches to upload ‘NO Within 3 working days.
Excess Cash Certificate (NECC), and
Cash Balance Report (CBR) / Cash
Verification Reports to upload in
CMS/CRM portal.
2. ATM linked Branches have to ensure Daily
EOD / balancing of Physical Cash and
Admin Balance of ATM.
3. State Bank of India Compensation 10 working days from the date
Policy – 2018 – Shadow Reversal. of such notification by the
customer.
4. Fraudulent related complaints, Branch 2 Workings days from receipt
will forward SOP directly to AGM of the SOP Application.
(ATM), LHO as per check list.
5. DVSS / CCTV footages of the a) The vendor will provide the
transaction along with 3 preceding and Video / footage of CCTV
3 succeeding transactions of ATM or /DVSS within 7 days from the
ADWM should obtained by concerned date of receipt of
Nodal Officer at LHO. communication from the Bank.
A suitable communication shall
also be sent to Vendors.

Page 12 of 27
SL.
DESCRIPTION TIME LINE
NO.
b) When the Branch gets
information regarding any
disputed transactions, it will
inform the Nodal Officer at
LHO for getting the footage
through email on same day
without fail.

6. SOP Committee to meet for resolving The SOP Committee to meet

SOP cases. as and when required
depending on SOP cases.
However, the SOP Committee
to meet at least once in a
fortnight to clear the SOP
cases.
7. The time limit for SOP Committee at 30 days from the date of receipt
LHO should complete the process. of application at the Branch.
Bank shall internally escalate
all such complaints to Internal
Ombudsman within two weeks
of receipt of complaint.
8. Once complaint / SOP is settled, claim a) Account holder reports to
should be made to the Insurance Bank within 15 days from the
Company for the loss amount. date of transaction.
b) Bank reports to GIBL/NICL
and submits claim related
documentation within 90 days
from date of intimation by
customer to SBI.
9. As per Customer Protection – Limiting Not exceeding 90 days from
Liability of Customers in Unauthorized the date of receipt of complaint
Electronic Banking Transactions, Bank and to pay compensation to the
to resolve the complaint and establish customer.
liability of the customer, if any within
time specified.

*********

Page 13 of 27
7. Annexure – 1: ATM CLAIMS AGAINST MS VENDOR

CIRCLE: ATM OPERATIONS DEPARTMENT

ATM CLAIMS AGAINST MS VENDOR
BRANCH
MS VENDOR: MONTH OF CLAIM:
NAME:
Br. Remarks / Date of Date of sharing
TXN Disputed
S. Date of TXN CMS Receipt of details of
NO
ATM ID
TXN No.
Amount Amount
Complaint No. Complaint complaint with
Remarks of ATM Dept. Date of settlement at ATM Dept.
₹. ₹.
& Date in CMS MS Vendor

GRAND
TOTAL 0.00 0.00

CERTIFICATE:

Certified that:
(i) All chargeback complaints received by the branch are attended to within the stipulated time as per Bank’s guidelines.
(ii) Details are shared with the MS Vendor concerned, on receipt of the complaint in CMS / CRM system on date:
(iii) All claims are thoroughly checked and reconciled with the ATM / ADWM Excess Cash entries outstanding in the branch and found the claim (s) is/are correct / in order.”

AT
Signature of Chief Manager/Branch Manager RBO/AO
Date: Date:

Page 14 of 27
 8. Annexure – 2: EXTRACTS OF – CIRCULARS QUOTED IN THE SOP FOR
REFERENCE
1. ATM (e-Circular No.IT/GLOBALIT-ATM/13/2014-15 dated 16.12.2014)

ATM Excess cash found Account (BGL No: 3199845) is Suspense Account where
debit entry is posted online when custodians enter the amount of excess cash found
in ATM and credit for this entry is posted in ATM Excess cash Account (BGL No :
3199844) which is a Sundry Deposit account. When physical excess cash is deposited
at the branch, the entry of ATM Excess cash found Account (BGL No: 3199845) will
be reversed manually by debit to Branch Cash balance account.

2. ADWM (e-Circular No.IT/GLOBALIT-ATM/9/2016-17 dated 11.07.2016)

Entry of excess cash found in Cash Point (posting by the System)

Debit: Cash Point Excess Cash Found Account (4599272bbbbbc)
Credit: Cash Point Excess Cash Held Account (4599271bbbbbc)

Entry of short cash found in Cash Point (posting by the System)

Debit: Cash Point Short Cash Account (4599273bbbbbc)
Credit: BGL 3198 (Cash Point Cash Balance Account)

Receipt of excess cash at the branch

Debit: Branch Cash Balance Account

Credit: Cash Point Excess Cash Found Account (4599272bbbbbc)

Recovery of short cash amount from Joint Custodians

Debit: Joint Custodians’ Accounts (In equal amount; i.e.50% from each)
Credit: Cash Point Short Cash Account (4599273bbbbbc)

Recovery of short cash amount from CIT

Debit: IBTS A/c of respective LHO

Credit: Cash Point Short Cash Account (4599273bbbbbc)

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Excess cash found in Cash Point: Excess cash reported at Cash Point by Joint
custodians/ CIT have to be deposited at the branch. Posting of excess cash entries
will be done in CBS through “Adjustment of Cash Point Excess Cash” option of Cash
Point menu:
Credit account number will auto populate.

number.
on
Cash Point screen.
It
must be the same agency to which cash has been given for replenishment.

entry in Cash Point Excess Cash Found Account.

Credit for excess cash will be posted in Cash Point Excess Cash Held Account
through system which will be used for resolution of customer complaints / cases of
Admin not increased.

3. I O (e-Circular No. NBG/ CS&OPS-CS/1/2018-19 dated 19.12.2018)

Internal Ombudsman shall examine all customer grievances including complaints of

deficiency in service on the part of the Bank as also those listed under clause 8 of the
Banking Ombudsman Scheme,2006 (as amended from time to time) received by
banks and which are partly or wholly rejected by Bank’s internal grievance Redressal
Mechanism except the following:
a) Complaints related to frauds, misappropriation etc except in respect of deficiency
of service, if any, on the part of the Bank.
b) Complaints / references relating to a) Internal administration, b) Human resources,
c) Pay and emoluments of staff
c) References in the nature of suggestions, request for concessions in rate of Interest
charged, rejection of loan proposal, modifications in sanction terms and conditions,
enhancement in credit limit, waiver / write-off of loans etc, which are primarily in the
nature of commercial decisions.
d) Complaints which have been decided by or are already pending in other fora such
as consumer fora, Courts, Debt Recovery Tribunals etc.
Page 16 of 27
4. INSURANCE (e-Circular No. R&DB/P&SP-DEBITCARD/5/2019 – 20 dated
22.05.2019)

The policy would indemnify SBI / SBI's customers for card holder's
unauthorized/fraudulent transactions which may happen due to reasons including but
not limited to –
a. Skimming
b. Cloning
c. Counterfeiting
d. Phishing (Mails only)
e. Lost / Stolen Cards
f. Pre-Delivery frauds (Transactions happening only upto 30 days from date of
dispatch as recorded in SBI systems)
g. Payments made on mirror sites

Claim documentation: The following set of documents would be submitted by SBI to

the Insurance company:
a. Claim form duly filled by SBI.
b. Police intimation for loss less than or equal to INR 100,000.00 / FIR for loss more
than INR. 100,000.00
a. SBI account statement reflecting the disputed transactions with date and time
stamps.
b. Hot listing / Account blocking / Transaction blocking details confirmation
c. Chargeback / Recovery details confirmation.
d. SMS details
e. Proof of reimbursement to account holder by SBI.
f. Complete passport copy (in case of international disputed transactions)
g. Confirmation of no SBI employee involvement in this case, this would be a signed
declaration from the nodal officer of SBI.
The above details would be submitted by SBI in a single claim form format, which is
duly signed and stamped by SBI Nodal officer.

Page 17 of 27
5. Zero Liability of a Customer: (e-Circular No. R&DB/BOD-BO/6/2018-19 dated
11.06.2018)
A customer’s entitlement to zero liability shall arise where the unauthorised transaction
occurs in the following events:

(i) Contributory fraud/ negligence/ deficiency on the part of the Bank

(irrespective of whether or not the transaction is reported by the customer).

(ii) Third party breach where the deficiency lies neither with the bank nor with the
customer but lies elsewhere in the system, and the customer notifies the Bank within
three working days of receiving the communication from the Bank (by SMS alert, email
or letter) regarding the unauthorised transaction.

For arriving Customer Zero Liability / Limited Liability we append below Two
Scenarios for the benefit of the operating units:

Scenario - I (ATM Cash Withdrawal)

Date of Time Amount ₹ SMS Delivered on

Transaction
04/09/2019 10:00 AM 20,000 04/09/2019 10:02 AM
05/09/2019 10:30 AM 20,000 05/09/2019 10:31 AM
06/09/2019 10:30 AM 20,000 06/09/2019 10:31 AM

With the customer disputes all above transactions, he/she should have blocked
the Card after SMS was delivered on 04.09.2019. Thus, the transactions
occurring subsequent to the delivery of first SMS i.e. on the following two days
amounting to ₹40,000/- should not be accepted.

Scenario - II (ATM Cash Withdrawal)

Date of Time Amount ₹ SMS Delivered on

Transaction
04/09/2019 11:30 PM 20,000 04/09/2019 11:31 PM
05/09/2019 12:15 AM 20,000 05/09/2019 12:17 AM
06/09/2019 11:30 PM 20,000 06/09/2019 11:32 PM

In the above case, the SMS notification about the first and second transactions
in different dates in intervening night. But, considering the night time, it may not
be possible for him/her to know about the transaction and block the card
immediately. Thus, the first and second transactions i.e. ₹40,000/- may be
considered, as there was enough time to get the card blocked.

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Limited Liability of a Customer:

A customer shall be liable for the loss occurring due to unauthorised transactions in
the following cases:

(i) In cases where the loss is due to negligence by a customer, such as where he has
shared the payment credentials, the customer will bear the entire loss until he reports
the unauthorised transaction to the Bank. Any loss occurring after the reporting of the
unauthorised transaction shall be borne by the Bank.

(ii) In cases where the responsibility for the unauthorised electronic banking
transaction lies neither with the Bank nor with the Customer, but lies elsewhere in the
system and when there is a delay (of four to seven working days after receiving the
communication from the Bank) on the part of the Customer in notifying the Bank of
such a transaction, the per transaction liability of the Customer shall be limited to the
transaction value or the amount mentioned in Table 1, whichever is lower. (details as
per above e-Circular )

6. Customers Negligence Indicators:( e-Circular No. CS&NB/CS&NB-

DEBITCRD/ 34 /2016-17 dated 22.03.2017)

Customer negligence indicators (if confirmed, complaint should not be entertained):

 Not blocking the card immediately on knowing of the fraud transaction.

 No action even though SMS alerts of the transactions received at the Indian
mobile number.
 No action even after checking the account balance / statement through INB /
ATM/ branch.

Considering facts of the case on case as stated in Para : 5 under two scenarios;
at Local Head Office level SOP Committee has to take a decision on negligence
of customer to entertain the complaint or rejecting the complaint.

**** End of Annexure 2 ****

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 9. Annexure – 3 : Process Flow for Shadow Credit

As per RBI guidelines “On being notified by the customer, the bank shall credit
(shadow Credit / reversal) the amount involved in the unauthorized electronic
transaction to the customer’s account within 10 working days from the date of
such notification by the customer (without waiting for settlement of insurance
claim, if any). The credit shall be value dated to be as of the date of unauthorized
transaction”.

Accordingly, it has been decided by the Bank that shadow reversal (Narration will be
written in customer transaction history) to be given in customer account on 8th working
day of the complaint. For providing the shadow reversal and paying / rejecting the
claim amount, the following procedure (Accounting SOP) is to be followed by the
operating units:

I. The shadow Credit / reversal (Narration will be written in customer transaction

history) will be provided by ATM - DAU. The trickle feed file for uploading
shadow reversal will be prepared by the Complaint Management Department
(CMD) / GITC.

II. After, providing shadow reversal in customers account, CMD / CRM will
refer/forward the complaint in CMS to the Home branch for resolution as per
instructions given in this e-circular. The claim will be in lodged status in CBS.

III. The Branch will forward the complaint as per SOP directly to AGM (ATM
Operations) at LHO / Concerned Network along with his / her recommendation
and a copy to RBO for information on Format-C as per check list within 2
working days from receipt of the application.

IV. After receipt of the Claim form at LHO, the SOP committee based on the
findings/recommendation of the branch and on circumstantial / documentary /
system evidences will take a decision to accept / reject the application. The
Committee at LHO should complete the process within 30 days from the date
of receipt of scanned copy of the Claim form and documents from the branch
including queries from branch / customer, referral to IO in case of rejection of
the Claim.

The Branch will enquire the status of claims lodged in specified period. For this
purpose, Screen No. 70853 has been provided in CBS. Branch will go to Screen no.
70853,

a) A new enquiry screen will appear for viewing the complaints registered against
an account.

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 b) This enquiry screen will have two options E: Enquiry and A: Pay / Reject. For
option E: Enquiry, branch teller will have to mandatorily provide Account
number and Date range (from date and to date) with a maximum of 180 days.
System will consider input date as ‘Transaction date’.

c) On enquiry, the complaints of that account in all status falling within the given
range will be fetched from new table and displayed in a grid. The grid will display
the following key information.

Account number (with check digit)

Transaction date (dd/mm/yyyy)
Complaint no.
Amount
Date of Complaint (dd/mm/yyyy)
Status (Lodged/Paid/Rejected)
Lodged Date
Date of Payment/Rejection (dd/mm/yyyy)

d) Grid will display a maximum of 10 records at a time. There will be provision to

enquire for more records. Teller will not be able to ‘Pay’ or ‘Reject’ in the enquiry
option.

For option ‘a’ account number and complaint number will be mandatory. System will
fetch and display one record in the grid (with status lodged). The data displayed in this
option will remain the same as in Enquiry option. Teller can select one record and click
on ‘Pay’ or ‘Reject’ button. Along with ‘Pay’ or ‘Reject’ option, teller will have to select
a mandatory dropdown value from the field ‘Type of Complaint’. Dropdown values are
as under:

A: ATM
B: INB
P: POS
E: ECOM
U: UPI
Y: YONO
On clicking ‘Pay’ button,

 Transaction will be allowed only from the account home branch. If payment is
attempted from any other branch, system will throw up error message on the
screen.

 Customer account will be credited as on transaction date provided in the file

(i.e. back value dated) and account home branch BGL 4691109 (ATM Dom
Unauthorized Txn Compensation Pd) will be debited for the purpose. BGL head

Page 21 of 27
 will be internally identified by the system based on the ‘Type of Complaint’
selected from the given options. A card file will be created to maintain BGL
heads that will be used for this functionality. BGL will be restricted to specific
transactions using GLSC table. BGL account will be of non-reconciliatory type.

 SMS alert will be sent to the customer’s registered mobile number as under:

Rs. <Amount> Cr in you’re a/c <XXXXX123456> as claim accepted for Ticket

No. < complaint no.>

 Status of the complaint in the new table will be updated as ‘P: Paid’. ‘Type of
Complaint’ selected from screen will be stored in this table.

 Financial transaction and complaint details as narration will be written in both

customer account transaction history and BGL account transaction history.

 Narration will be <ddmmyyyy> <complaint no.> <amount paid> where

ddmmyyyy is transaction date. Narration will be shown in customer account
statement and passbook

 If the claim is accepted, SOP Committee will advise the Nodal Officer for
insurance for filing of insurance claim as laid down in Circular No. R&DB/P&SP-
DEBITCARD/5/2019-20 dated 22.05.2019.
Rejection of Application (claim)

Where the committee has decided to reject the claim, Option A: ‘Pay’ /Reject will be
invoked. For option “A”, account number and complaint number will be mandatory.
System will fetch and display one record in the grid (with status lodged). Grid data
columns will be just as in Enquiry screen. Teller can select one record and click on
“Reject” button. Along with Pay or Reject option, teller will have to select a mandatory
dropdown value from the field “Type of Complaint”. Dropdown values would be

 A: ATM
 I: INB
 P: POS
 E: ECOM
 U: UPI
 Y: YONO

 Transaction will be allowed only from account home branch i. e. if rejection is

being done from any other branch, an error message will be displayed.

 Status of the complaint will be updated as R: ‘Rejected’. “Type of complaint”

selected from screen will stored in this table.

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  Account transaction history will show complaint details as “<ddmmyyyy>
<complaint no.> <amount> >Rejected”, where ddmmyyyy is transaction date.
Narration will be shown in customer account statement and passbook.

 SMS will be sent to the customer in case of rejection as well.

 “Shadow amount unmarked on a/c <XXXXX123456> for ‘Ticket No. <complaint

no.> as the claim was rejected”.

 No financial transaction will take place, only the narration in the account will be
marked.

 BGL 4691109 specified for debiting payment of unauthorized transactions in

respect of ATMs will be debited automatically in case of acceptance of claim.

 Bank has to resolve the complaint or determine the customer liability, if

any, within 90 days, otherwise, bank has to be pay compensation to the
customer, as prescribed in paragraphs 6 to 9 of the RBI Circular dated
06.07.2017.

Treatment of Insurance Claim Received

After receipt of insurance claim from LHO in Insurance claim Receipt BGL account
4889952 branches will ensure reversal of amount by

Dr. Insurance Claim Received Account - 4889952

Cr. ATM Dom Unauthorized Txn Compensation Pd: 4691109

In case insurance claim is rejected by the Insurance Company, outstanding in the

BGL 4691109 (ATM Dom Unauthorized Txn Compensation Pd) will be part of
expenses as Charges Account in CBS to account for ‘Operational losses.

(Branch to take extra care in selecting the channel from the dropdown tab while
invoking ‘Pay / ‘Reject’ option).

**** End of Annexure 3 ****

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 Format-A : Application Form for ATM Disputed Transaction
STATE BANK OF INDIA
APPLICATION FORM FOR ATM DISPUTED TRANSACTION
(Please submit in duplicate and
Obtain an acknowledged copy with date)

Name_____________________________
Amount `_________________________
Card Number_______________________
Date of transaction__________________
Account Number ____________________
Location of the ATM _______________
CIF Number ________________________
A sum of ............. has been debited to my above account on ....................,
(i) I visited the ATM and did the transaction myself, but I did not receive the
money.
(ii) I visited the ATM but this transaction was not done by me.
(iii) I never visited the above ATM for this transaction.
(Tick whichever is/ are applicable)

2. I had lodged my complaint on …………….... vide ticket number .................. which has
been closed by the Bank on ………………… stating that the transaction was successful as per
EJ. I have been advised by the Bank that this complaint has been closed. I am not satisfied
with the decision of the Bank and would request you to re-investigate the matter.

3. I confirm that my ATM card has continuously been in my possession and I have not
shared my PIN with anyone.

(Signature of the applicant) Contact Number.......................................

Address ...................................................
Date:
.....................................................

FOR OFFICE USE ONLY

□ Verified that the ATM card is still in possession of the account holder.

Date: Authorised Signatory

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 Format-B Other Important Information

1. When did you come to know of the incident/ disputed transaction?

immediately after the transaction happened through SMS on my mobile on …………….
On updating the pass book/ statement on ………………
When I attempted the next transaction at ATM on …………………………….

2. Did you visit the ATM on that day?

Yes No

3. If answer to question no. 2 is yes, please select from the options given below.
Could not complete the transaction and left
Could not complete the transaction at this ATM but completed the transaction on my own at another ATM kept
inside the same room.
Could not complete the transaction at this ATM but completed the transaction with the help of someone present at
another ATM kept inside the same room.
ATM did not dispense the cash till the time I was present at ATM.
ATM screen displayed message as _____________________________

4. If the answer to question no. 2 is no, please select from the options given below.

Sure that the ATM card was in my possession during that day
Came to know that my card was not in my possession on ……………… and got it blocked on ……………….

I had sent Mr./Ms. _________________________, my _____________________ (state the relationship) to

withdraw cash from ATM.

5. Has any similar incident has happened to you earlier also?

Yes No

6. Have you ever used your card on P.O.S. (card swiping machine) at merchant outlets?
Yes No

7. In case, Bank has to take legal recourse to recover this amount from the miscreants/ fraudsters I would cooperate
with the Bank and legal authorities?
Yes No
8. I have changed my PIN after the incident.
Yes No

9. I have registered my Mobile No. ______________ with the Bank / I have changed by my new mobile number
_______________ as on ____________ as per my request letter.

10. Any other information which you feel may be useful to the Bank in investigation.

…………………………………………………………………………………………………………………………………………………………….

…………………………………………………………………………………………………………………………………………………………….

Name & Signature of account holder

Account Number
Contact Number
Date:

Page 25 of 27
 Format C: RECOMMENDATION OF THE BRANCH
 The request of the customer appears to be genuine as per our investigation of the transaction
and is eligible under SOP.

 The conduct of the various account / accounts under CIF have been

Satisfactory Not Satisfactory (reasons to be mentioned)

If, not satisfactory, Reasons:

………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………

 There have been any such claims previously in the account. YES / NO

 If, there has been previous claim in the account, please furnish the details:

Sl. No. Date Amount (Rs.) Remarks

 The complaint was lodged in the CMS on ……………….

 Remarks, if any.
...........................................................................................................................................………………
........................................................................................................................................................... .
The complaint is forwarded with all relevant papers/ details as per the check list for consideration
under the SOP.

Branch Manager/ Chief Manager/ Assistant General Manager

Date: Mobile number....................... e-mail
ID....................................
Check List
 Application/ Copy of complaint and other important information from the Customer.
 Print out of the closed CMS Complaint.
 Copy of EJ Logs with 3 preceding & 3 succeeding successful withdrawal transactions in case of ATM and
3 preceding and 3 succeeding successful financial transactions in case of ADWM. (to be taken from ATM
iAlerts).
 Hot listing / Account blocking / transaction blocking details confirmation (by branch). (to be taken from ATM
iAlerts).
 Format A and C to be submitted duly signed by the Branch Manager / Officer concerned.
 Copy of the Card transactions statement reflecting the disputed transactions with date and time stamps (to
be taken from ATM iAlerts).
 Copy of the Police intimation for loss less than or equal to ₹.50,000/- & copy of FIR / online complaint with
police for loss more than ₹.50,000/- per card.
 Scanned copy of the Debit Card – both sides with duly verified under signature and seal of Branch, if,
available with the Customer, or else reasons for non-availability of ATM Card with the customer should be
ascertained and incorporated in SOP by the Branch while forwarding customer’s claim.
 Evidence of customer’s presence / location at the time / date of incident.
 Date Chart (as per SOP)

Page 26 of 27
 Format-D : Approval from Network General Manager
Note No: ………………………….
GENERAL MANAGER
Network- I/II/III/IV/V

ATM DISPUTE: FRAUDULENT TRANSACTION FOR `………….

BRANCH: ________________REGION: ________________A.O. ______________

Shri/ Smt./Ms

Recommendation for restoration of disputed amount to customer’s account by debit to BGL

‘4691109 ‘ATM Domestic Unauthorized Transactions Compensation Paid Account’ at the Branch. If,
SOP is rejected, reasons for the rejection to be incorporated in recommendations.

Name of the customer :

CIF / Account Number :
Date of transaction :
Disputed amount :
Nature of fraud :
Staff involvement : Yes/ No
Channel Manager’s Visit Report: Confirmation on Concealed Wiring/LAN/Electrical Ports
Yes/ No (latest copy to be enclosed)
Findings of the SOP Committee:
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………
Recommendations:
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………

Asst. General Manager Asst. General Manager Asst. General Manager

ATM (Operations) (Fraud Monitoring Cell) (Customer Service)

Date:
Place:

Page 27 of 27