Raipur: The Chhattisgarh State Consumer Disputes Redressal Commission has upheld a district commission’s order, stating that the State Bank of India (SBI) has committed gross negligence and deficiency in service, facilitating an illegal withdrawal of Rs 1,33,890 through 16 online transactions from a consumer’s account.
The Consumer Protection Act 2019 has been invoked in the case against SBI, where gross negligence on part of the bank is alleged to have facilitated an illegal withdrawal from consumer Bhagwat Prasad Chandra. The case, initially filed by Chandra, saw a partial victory as the district consumer disputes redressal commission partly allowed the complaint.
Chandra, the complainant, held a savings bank account with State Bank of India at Dhabra branch of Janjgir-Champa district, from which an amount of Rs 1,33,890 was illegally withdrawn via an Aadhar-enabled Payment System (AePS) between April and August 2020.
Chandra alleged that his Aadhar number and mobile number were never linked to the bank account. As per the averment made in the complaint, Chandra used to visit the bank branch to withdraw amount by putting his thumb impression.
On November 11, 2021, he wanted to withdraw Rs one lakh and submitted a filled withdrawal form to the bank, but he was informed that the balance was not available.
The bank, in response, denied the allegations, claiming that the withdrawal was done online through a Customer Service Center using a mobile number registered in Chandra’s name.
However, Chandra presented evidence showing that the linked mobile number actually belonged to his younger brother, casting doubt on the bank’s assertion.
Upon examination of the evidence and arguments from both parties, the District Commission concluded that the bank had been negligent in linking Chandra’s Aadhar and mobile numbers to his account, thereby facilitating the unauthorized withdrawal.
Despite the bank’s appeal, State Commission President Justice Gautam Chouradiya and Member Pramod Kumar Varma upheld the decision, emphasizing the gross negligence on the bank’s part.
The SBI will have to pay the amount of Rs 1,33,890 to the complainant within 45 days at the rate of six percent interest from the date the district commission passed its order, said the State Commission.
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