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104/223 25.06.

2012

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BCC: BR: 104/223 25.06.2012

CIRCULAR TO ALL BRANCHES

ISSUED BY e-BUSINESS DEPARTMENT, BCC


BARODA SUN TOWER, MUMBAI

Dear Sir/ Madam,

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:-

Branches to lodge the customer complaints immediately as soon as it has been


reported to our Bank by customer. Branch to accept and lodge the complaint
immediately in portal irrespective of customers base branch.
Recon team BOBCARDS to resolve the complaints within -7- working days.
RECON Team, at BOBCARDS will verify the complaint and raise necessary Charge
Back if the complaints pertaining to other Banks ATM.
In case of our Banks ATM, Recon team will resolve immediately on receipt of Cash
reports. Wherever requested by Recon team, branches to send immediately JP
(Journal Printer) to RECON Team to avoid the penalty.
RECON Team will monitor all the complaints received and resolved, age wise.
Managed Service Provider to provide 100 % EJ ( Electronic Journal ) to RECON
Team on T + 1 Basis
RECON Team to follow the complaints with other Bank for settlement within 7
working days.
If there is delay on the part of other Bank for resolution then the compensation will
be recovered from the other Bank by Recon team.

  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.

For any query/customer complaints in this regard, please contact BOBCARDS at


02242068684 mail id debitcard.ops@bobcards.com, Debitcardrecon@bobcards.com or
debit_settlement@bobcards.com.

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