The SBI ATM malfunctioned, and debited the amount from the lady's account, without actually dispensing the money.
Using an ATM can quickly turn from being one of the most uneventful moments of the day to an endlessly stressful one.
How many times have you been faced with a faulty ATM, not knowing what to do?
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Well, that is exactly what happened to Bengaluru-based government school teacher M Chandrakala of RT Nagar, according to The Times of India.
Chandrakala, a teacher with a state-aided school in Chikkaballapura, holds a savings account with the BB Road branch of SBI in Chikkaballapura. On the afternoon of May 7th, 2014, she attempted to withdraw Rs 25,000 from an SBI ATM in Cholanayakanahalli, in the city, using her debit card.
The machine at the kiosk made a strange sound, but no cash was dispensed. However, to Chandrakala’s dismay, the ATM produced a slip showing the money debited from her around.
The teacher then went to another adjoining ATM and tried withdrawing Rs 5,000, which worked.
Distraught, Chandrakala went to the SBI branch next to the kiosk and approached the branch manager with a complaint. She was directed to the mother branch in Chikkaballapura and was also advised to call SBI’s toll-free number and register a complaint.
Following the instructions to the tee, she met the branch manager and asked for help to retrieve the money that was seemingly lost, due to no fault of hers. SBI authorities told her it was a technical glitch, and promised a refund, which hadn’t come through after 45 days.
Chandrakala went from the mother branch to the one in Shivajinagar, to speak to SBI’s regional manager. For five months, she ran from pillar to post, but couldn’t get her refund.
Finally, she lodged a complaint with the Hebbal Police Station, and approached the Bangalore Urban Second Additional District Consumer Disputes and Redressal Forum on October 25th 2014.
She fought her case, produced her evidence and was even accused by SBI of pocketing the money.
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Undeterred, she fought the case for three years and 11 months, producing pertinent evidence to show that she had not received the money and that the ATM had a technical glitch.
The consumer forum judges saw the footage, deemed SBI guilty, and slammed them for malpractice.
After four long years, Chandrakala got back her Rs 25,000, and an additional Rs 10,000 towards litigation expenses!
Finally, justice did prevail!
(Edited by Shruti Singhal)
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