How To Report An Unauthorized Transaction With SBI?

There have been increasing cases of unauthorized banking transactions being reported by customers. It could happen to anyone irrespective of how careful one is with their usage of banking facilities online or offline. Banks have been trying to layer these transactions with multiple levels of protection like OTPs and PINs but fraudsters often come up with unique ways to skim through.

The State Bank of India (SBI) being the largest bank in the country, we all know someone who holds an account with them. If you have a bank account with SBI have been a victim of such a fraud or noticed an unauthorized transaction on your SBI account, here are some of the things you can do:

Call

You can call the SBI helpline at their toll-free numbers 1-800-425-3800 and 1-800-11-2211 and report the transaction.

Online complaint

 

1. You can visit SBI's official website and click on the "Customer Care" option that you will find on the top-right of the website, in line with the bank's logo.
2. Then click on "compliments and complaints," followed by "Register Complaint" under the "Want to register an unauthorized transaction?" in the following page.
3. It should redirect you to a customer complaint form where you will be required to enter details like customer type, account number, name, branch code, mobile number, customer type, email ID, the category of the complaint, products, and services, etc. You will further describe the complaint in less than 500 characters.
4. Enter the captcha in the box provided and click on "Submit."

In the same page, you shall find an option to track the status of the complaint on the top left.

 

Know your liability as a customer

According to an RBI notification on unauthorized electronic banking transactions released in 2017,

A customer holds

Zero liability in situations where is it a

1. Contributory fraud/ negligence/ deficiency on the part of the bank (irrespective of whether or not the transaction is reported by the customer).
2. Third party breach where the deficiency lies neither with the bank nor with the customer but lies elsewhere in the system and the customer notifies the bank within three working days of receiving the communication from the bank regarding the unauthorized transaction.

 

Complete liability

In cases where the loss is due to negligence by a customer, such as where he has shared the payment credentials, the customer will bear the entire loss until he reports the unauthorised transaction to the bank. Any loss occurring after the reporting of the unauthorized transaction shall be borne by the bank.

Further, when the fault lies in the system

In cases where the responsibility for the unauthorized electronic banking transaction lies neither with the bank nor with the customer, but lies elsewhere in the system and when there is a delay (of four to seven working days after receiving the communication from the bank) on the part of the customer in notifying the bank of such a transaction, the per transaction liability of the customer shall be limited to the transaction value or the amount as per RBI's guidelines.

Note that on being notified by the customer, the bank shall credit the amount involved in the unauthorized electronic transaction to the customer's account within 10 working days from the date of such notification by the customer (without waiting for settlement of insurance claim, if any).