The District Consumer Disputes Redressal Commission, Thrissur, has held the State Bank of India (SBI) branch at Thrissur Civil Station liable for a deficiency in service due to delays in delivering a debit card. The decision was delivered by the commission panel comprising President C.T. Sabu and Members Sreeja S. and Ram Mohan R.
Complaint Details
The complainant, an account holder at SBI’s Thrissur Civil Station branch, applied for a new debit card on July 4, 2022, as their previous card had expired. Despite repeated follow-ups, the card was not delivered on time. On November 10, 2022, the complainant sent an email to the bank, demanding compensation of ₹10,000 for each month of delay.
The complainant finally received the debit card on November 16, 2022, but no compensation was offered. Frustrated by the delay and lack of accountability, the complainant approached the District Consumer Commission seeking compensation and legal costs.
Bank’s Defense
The SBI branch denied the complainant’s claims, stating that the application for the debit card was not submitted on July 4, 2022, nor was the email for compensation received on November 10, 2022.
The bank further argued that the debit card was dispatched promptly but returned undelivered due to the complainant’s alleged absence. It also raised the issue of “non-joinder,” arguing that card-issuing agencies like Visa and Mastercard should have been made parties to the case.
Commission’s Observations
The commission rejected the bank’s argument regarding non-joinder, clarifying that the complainant had a contractual relationship with the bank, not the card-issuing agencies.
The commission found that the delay in delivering the debit card was due to the bank’s failure to provide timely service. It noted that in the era of digital banking, customers expect efficient services without needing repeated physical visits to the bank. The delay caused the complainant unnecessary hardship, financial loss, and mental agony.
Verdict
The District Commission ruled in favor of the complainant and directed the SBI Thrissur Civil Station branch to:
- Pay ₹10,000 as compensation for the delay.
- Pay ₹5,000 as litigation costs.
- Both amounts are to be paid with an interest of 9%.
This judgment underscores the importance of timely service delivery by banks, especially in an age where digital banking has become the norm.