Information regarding withdrawal after the theft of appellant’s ATM card - PIO: SMS alerts have been successfully delivered on the appellant’s mobile number - CIC: Remind the ICICI Bank to provide the video clipping relating to transactions from their ATM
1. Vide his RTI application dated 1.7.2015, Shri Mohd Tahir sought information regarding withdrawal of Rs. 30,000/- after the theft of his ATM card stating that he had not received any message in this respect. He also wanted a copy of the rules relating to the limit of withdrawal through ATM for which a message is required to be given, how far the bank was responsible for wrong withdrawal from his account. He also wanted the video recording of the withdrawal from his account from 20.3.2015 to 17.4.2015.
2. The CPIO, vide his letter dated 25.8.2015, sent a point wise reply intimating that the SMS alerts have been successfully delivered from 20.3.2015 to 17.4.2015 on the appellant’s mobile number and appended the proof of the same. He informed that the SMS alerts for all cash withdrawal transactions through ATM were sent irrespective of the amount involved. The ATM allows withdrawal of cash when valid ATM card and correct pin was used. He also gave a list of transactions. The CPIO also sent a log of the SMS alerts while intimating that the CCTV footage in respect of certain withdrawal was not available with ICICI Bank and Indian Bank respectively. Dissatisfied, the appellant came in appeal before the first appellate authority stating that he had not got the video recording of all ATM transaction but recording of only 13.8.2015 for the transaction from SBI had been received and he wanted the video recording of other banks. The FAA directed the CPIO to provide a copy of the clarification letter of digital banking division dated 1.10.2015 to the appellant. Not quite satisfied, the appellant came in appeal before the Commission stating that he had not received the videos from ICICI Bank and Indian Bank. He also wanted a copy of the rules indicating the time to be taken for providing copies of video recording.
3. The matter was heard by the Commission. The appellant stated that he went to withdraw Rs. 4,000/- on 4.3.2015 and then he lost his ATM card. When he went to withdraw certain amount from the bank, he was told that there was no amount in his account, therefore, he gave a complaint to the customer care. He stated that he did not get any SMSs or message alerts regarding the withdrawals from his account. The respondents stated that no withdrawal from the ATM could take place without the prerequisites of ATM card and corresponding pin being there. They further added that they had provided the video clipping relating to SBI and the log of the SMS alerts to the appellant. From the log of the SMS alerts, it was quite clear that the system of SMS alerts was functioning. Further, they had not received footage of the ATM transaction from Indian Bank and ICICI Bank. Therefore, they could not provide it to the appellant but recently the Indian Bank had provided the video clipping which they shall send to the appellant. They stated that the ICICI Bank had not so far given them any video coverage.
4. On hearing both the parties, the Commission directs the CPIO:
(i) to provide the video clipping received from Indian Bank, free of cost, to the appellant within three days of the receipt of the order of the Commission,
(ii) the Commission recommends to the CPIO to remind the ICICI Bank to provide the video clipping relating to transactions from their ATMs as there were as many as six transactions from ICICI ATMs and provide the footage/outcome to the appellant by May 15, 2016. The appeal is disposed of.
Citation: Shri Mohd Tahir v. Punjab National Bank in Appeal No . CIC/MP/A/2015/001915