Chandigarh has directed Punjab National Bank (PNB), Sector 17-B, to refund Rs 11,500 with an interest of 10% each annum to Sarla Devi, who resides in Sector 38-West. The order was given after the bank was found to have withdrawn money from her account without her consent.
Sarla Devi’s lawsuit states that on November 21, 2019, she attempted to withdraw cash from an SBI ATM in Dadu Majra. However, the transaction failed, and during this time, a stranger offered aid and exchanged her card for another. Later, she learnt that Rs 2,000 had been taken from her account without her permission. Despite promptly reporting the problem to PNB and demanding that her ATM card be disabled, a further Rs 9,500 was deducted from her account on December 4, 2019.
Sarla Devi complained to both the bank and the police. Following this, PNB credited Rs 11,500 back to her account on December 20, 2019. However, 20 months later, the bank reversed the credit without providing her any notice or explanation. When she enquired, the bank claimed that she had shared her ATM PIN with another person, absolving them of responsibility.
During the proceedings, the commission determined that PNB had failed to produce a verification report to justify the credit reversal. The commission determined that the bank’s acts constituted a defect in service and ordered PNB to return the debited amount plus interest.
This case emphasises the significance of consumer protection and the necessity for banks to follow stringent rules when managing client cash, particularly in situations of probable fraud.
