A debit card can be used anywhere a merchant/retailer has a valid card swiping machine or in case you are paying online. A customer can also use it at a bank ATM to withdraw your money, get a statement and other details too. Debit cards are associated with one of the major credit card companies and will usually have a Visa or MasterCard logo over them.
In the age of cashless transactions, the use of debit cards have become quite common and comes as a helping hand. However, there can be certain issues that a debit card holder faces, and not even your bank can help you with these issues. Yes, it can be quite frustrating and one would feel helpless. However, the Reserve Bank of India (RBI) does take care of customer related issues, and their intention is to provide resolutions as much as possible. Hence, they have also launched a Banking Ombudsman scheme, which takes care of customer grievances against banks.
But before entering into how to file a complaint against bank, and what are the grievances that are eligible for filing a complaint in case of debit card. Let’s understand when does RBI allows you to file a complaint.
Firstly, you have to follow these guidelines. According to RBI, no complaint to the Banking Ombudsman shall lie unless:
If you have first complained about the matter to the bank in a written format, however, your bank had rejected the complaint or you have not received any reply or update within a period of one month time after the bank received the complaint. Apart from this, if the answer given by your bank is not satisfying one to you.
Secondly, if the complaint is made not later than one year, after the complainant has received the reply of the bank to his representation. Or else, where no reply is received, not later than one year and one month after the date of the representation to the bank.
Now what is eligible to file a complaint against bank in case of debit cards:
Non-adherence to the instructions of Reserve Bank on ATM /Debit Card and Prepaid Card operations in India by the bank or its subsidiaries on any of the following:
Account debited but cash not dispensed by ATMs.
Account debited more than once for one withdrawal in ATMs or for POS transaction.
Less/Excess amount of cash dispensed by ATMs.
Debit in account without use of the card or details of the card.
Use of stolen/cloned cards.
To file a complaint against a bank, a customer can file it through his authorised representative (other than an advocate). A complaint can be made to the Banking Ombudsman within whose jurisdiction the branch or office of the bank complained against is located.
The complaint must be done in written format and shall be signed by the complainant or his authorized representative. The complaint pattern should be done in a systematic and specific manner as per RBI. These are – the name and the address of the complainant; the name and address of the branch or office of the bank against which the complaint is made; the facts giving rise to the complaint; the nature and extent of the loss caused to the complainant, and the relief sought for.
To make a case, you must have all the copies of the documents, if any, which he proposes to rely upon and a declaration that the complaint is maintainable under Sub-Clause (3) of this Clause.