Surat: A consumer court here ordered Bank of Baroda to pay Rs 3.28 lakh as compensation after it failed for nearly nine years to reverse a failed ATM withdrawal of Rs 10,000, holding that the bank had not given proof of successful transaction.The Surat consumer disputes redressal commission (CDRC additional) ordered Bank of Baroda (BoB) to pay a customer Rs 3,28,800 as compensation, along with the original withdrawal of Rs 10,000.The customer’s account was debited during a withdrawal attempt at an SBI ATM in Udhna on Feb 18, 2017, but cash was not dispensed. When the bank failed to reverse the debit within the five days mandated by RBI, the customer sought proof or CCTV footage of the transaction.Despite a written complaint at BoB Dumbhal branch on Feb 21 and follow-up emails sent between March 10 and May 23, the bank did not provide evidence or reverse the debit. The customer also filed an RTI with SBI on April 21, 2017, seeking CCTV footage. He approached the Surat consumer forum on Dec 20, 2017, demanding reversal of the Rs 10,000 along with compensation and interest. Both BoB and SBI were named as respondents. BoB’s advocate argued that because the withdrawal was attempted at an SBI ATM, BoB was not liable. The advocate said BoB had written twice to SBI for CCTV footage but did not receive it. Based on the acquiring bank’s (SBI’s) response, BoB claimed withdrawal was shown as successful and denied any unfair trade practice. SBI did not appear in court.The court found that BoB “failed to address the issue even after a written complaint and legal notice” and held that the bank could not cite SBI’s failure to share CCTV footage as a defence. It observed that “the customer has nothing to do with it” and that it was BoB’s duty to prove the withdrawal with “strong evidence”.The Surat consumer disputes redressal commission (CDRC additional) cited the 2019 RBI circular on ATM withdrawals, which requires reversal of failed transactions within five days and allows Rs 100 per day as compensation for delay.The commission ordered BoB to pay Rs 100 per day from Feb 24, 2017, until it returns the Rs 10,000 with 9% interest.With the order dated Feb 26, 2026, the delay comes to 3,288 days, amounting to Rs 3,28,800. BoB must pay within 30 days. If the bank pays on the last day, the delay of 3,315 days will mean the compensation will rise to Rs 3,31,500.
