Professional Documents
Culture Documents
2012
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BCC: BR: 104/223 25.06.2012
Re: Process Change Automatic Centralized Payment of Penalty for failed ATM
transactions for delayed credit to customers account
In terms of RBI directives the complaints pertaining to failed ATM transactions have to be
redressed within 7 working days from the date of lodgment of complaint. For any delay in
redressal of complaint compensation of Rs.100/- per day has to be paid to the customer in
case the complaint is found to be correct, that is cash has not been dispensed though the
account of the customer has been debited.
Currently, our Reconciliation team at BOBCARDs is handling the complaint resolution for
failed ATM transactions and passing on the credits for the reversal of the disputed
transaction to the branches. These credits are passed on to the branches through central
file upload by reconciliation team (TTUM file in FINACLE). However, there is no process to
intimate the branches whenever such credits are passed as it is a system generated
transaction.
In view of the difficulties faced by the branches in crediting compensation and as a pro-
active customer centric measure the following procedure for the crediting of the customers
account within the -7- Working days in case of failed ATM Transactions is to be followed:-
e-Business Department,
, , - , () 400 051
Baroda Sun Tower, 7th Floor, Bandra Kurla Complex, Bandra (E), Mumbai - 400 051
Phone: 6698 1576; 6698 1592; Fax: 6698 1591
Email: ebusiness.bcc@bankofbaroda.com; dgm.ebusiness@bankofbaroda.com
For delayed resolutions beyond 7 days, Recon team at BOBCARDS to pay
compensation for failed ATM transactions from a centralized location i.e., to the
debit of Profit and Loss account at central level and pass on the compensation
amount along with the transaction amount.
We reiterate that the compensation for the failed ATM transactions shall be done
centrally by our Recon team at BOBCARDS and the credit shall be passed on while
resolving the complaints and branches do not have to pass any separate entries for
compensation towards delayed redressal. The modified process shall be effective
from 01.07.2012 as such branches shall not pay any compensation for failed ATM
transactions resolved on or after 01.07.2012.
Yours faithfully,
(P. D Singh)
General Manager
(e-Business, Cash Management & BPR)
e-Business Department,
, , - , () 400 051
Baroda Sun Tower, 7th Floor, Bandra Kurla Complex, Bandra (E), Mumbai - 400 051
Phone: 6698 1576; 6698 1592; Fax: 6698 1591
Email: ebusiness.bcc@bankofbaroda.com; dgm.ebusiness@bankofbaroda.com