RAJKOT: The District Consumer Disputes Redressal Commission, Rajkot, has ordered the State Bank of India (SBI) to refund Rs 1,59,999 to a 68-year-old account holder after the amount was withdrawn from his savings account through multiple unauthorised AePS transactions.The bank has also been directed to pay 9% annual interest on the amount and Rs 10,000 towards litigation expenses.The commission held SBI liable for deficiency in service and delay after finding that the senior citizen had been deprived of his legitimate funds despite having raised the issue with the bank immediately after detecting the withdrawals.The complainant, Dilip Chatwani, had told the commission that he had never activated or used the ATM card linked to his SBI Amin Marg branch account. He had also not subscribed to internet or mobile banking and said he carried out transactions only through cheques.Despite this, Rs 1,59,999 was withdrawn from his savings account through multiple Aadhaar Enabled Payment System (AePS) transactions between September 17 and September 25, 2023.Chatwani said the transactions were carried out without his knowledge or consent and that he had neither authorised them nor shared any OTP.After noticing the withdrawals, Chatwani informed the SBI branch in writing on September 26, 2023. He also approached the cyber crime cell the same day.According to advocate Chirag Chhag, who represented Chatwani, the cyber crime cell’s inquiry indicated that the transactions had been authorised by bank official personnel.A bench comprising commission president P C Raval and member M S Bhatt ruled in Chatwani’s favour. The commission observed that SBI’s defence and conduct demonstrated deficiency in service and delay in resolving the complaint.The commission also relied on Supreme Court precedents concerning compensation for deprivation of legitimate funds, observing that consumers who are deprived of their money because of deficiency in service are entitled to be compensated with interest.SBI has been directed to credit Rs 1,59,999 to Chatwani’s savings account, along with 9% annual interest calculated from the date of filing of the complaint until the payment is made. The bank must also pay Rs 10,000 towards litigation expenses.
