Banks are introducing new products based on technology and customers should acquaint themselves well and exercise caution in using them, Banking Ombudsman for Andhra Pradesh M. Sebastian has said.
Customers would be given the benefit of doubt and not the bank, but the former should learn how to use the products, particularly ATM cards and credit cards, Mr. Sebastian said at a press conference at the Zonal Office of State Bank of India on Friday.
“PIN of ATM or other cards must be kept confidential. The cards should not be given to others. Customers should register for the mobile alert service. They should always log out after completing a transaction (press ‘cancel’ button), look for any changes made on the premises of ATM he or she is using frequently,” he said.
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Most of the complaints received by the Ombudsman pertained to ATM transactions followed by payment of pensions, he said. Among the complaints on withdrawal of money from ATMs or purchases done with the card, 90 per cent of the cases were of family members of the cardholder doing the transaction without his or her knowledge, for which the bank concerned could not be faulted, Mr. Sebastian said.
Regarding payment of pension, he wanted the pensioners to understand that the bank was only an agency to disburse pension and every pensioner must submit his or her life certificate in time every year and complete the nomination formalities.
Instances of fake currency notes finding their way into ATMs were very rare, said Mr. Sebastian and Deputy General Manager (business and operations) of SBI Manoj Khattar.
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As soon as a customer comes to know that his or her card was misused, he or she should immediately inform the bank and change the PIN of the card at the nearest ATM, he said.
DGM of Andhra Bank B. Bhaskara Sarma spoke.
Mr. Sebastian took up 20 cases on Friday and later visited the Tuni area, which was affected by the recent floods, and examined how the banking operations were being done to help the flood victims.