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Consumer Forum directs SBI to compensate customer for card cloning fraud


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The Uttarakhand Consumer Disputes Redressal Commission has directed the State Bank of India (SBI) to provide appropriate compensation to its customer, Parthasarthi Mukherjee, who was defrauded of Rs 80,000 in a case of card cloning in 2015. The fraudster withdrew money from two ATMs in Delhi.

Bank failed to provide CCTV footage for investigation

The consumer court found that the bank failed to provide CCTV footage to the police for investigation. The bank’s argument that the customer had shared the ATM card and password with someone else was rejected.

Customer promptly reported the fraudulent transactions

Mukherjee promptly reported the fraudulent transactions to the bank after receiving an SMS indicating that Rs 80,000 was withdrawn from ATMs in New Delhi. It was found that an unknown person had fraudulently withdrawn Rs 10,000 each through eight transactions.

Bank’s response and state commission’s decision

SBI stated that it took prompt action upon receiving the intimation regarding the withdrawal of the amount and notified other concerned banks. However, the state commission observed that the police investigation could not be concluded due to the lack of CCTV footage of the disputed transactions. Based on the evidence on record, the state commission concluded that the bank had committed a deficiency in service.

Conclusion

In summary, the Uttarakhand Consumer Disputes Redressal Commission has directed the State Bank of India to compensate its customer, Parthasarthi Mukherjee, for the card cloning fraud he experienced in 2015. The bank’s failure to provide CCTV footage for investigation and the lack of conclusive police investigation led to the commission’s decision.

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