State Bank of Mysore

Trusted Service

Atm- Frequently Asked Questions

Q. 1 What is an Automated Teller Machine (ATM)?
Ans. 1. Automated Teller Machine is a computerised machine that provides the customers of banks the facility of accessing their accounts for dispensing cash and to carry out other financial transactions without the need of actually visiting a bank branch.

Q. 2. What type of cards can be used at an ATM?
Ans. 2. The ATM cards/debit cards, credit cards and prepaid cards(that permit cashwhdrawal) can be used at ATMs for various transactions.

Q. 3. What are the services/facilities available at ATMs?
Ans. 3. In addition to cash dispensing ATMs may have many services/facilities such as:
*Account information
*Cash Deposit
*Regular bills payment
*Purchase of Re-load Vouchers for Mobiles
*Mini/Short Statement
*Loan account enquiry etc.
The services offered may vary from bank to bank, or may depend on the capacity of the machine to provide such services.

Q.4. How can one transact at an ATM?
Ans. 4. For transacting at an ATM, the customer insert (swipe) their card in the ATM and enter their Personal Identification Number (PIN).

Q.5. Can these cards be used at any bank ATM in the country?
Ans. 5. Yes. The cards issued by banks in India should be enabled for use at any bank ATM within India. 

Q.6. What is a Personal Identification Number (PIN)?
Ans 6. PIN is the numeric password for use at the ATM. The PIN is separately mailed/handed over to the customer by the bank while issuing the card. This PIN has to be reset to a new PIN by the customer. Most banks force the customers to change the PIN on the first use.

The PIN number should not be written the card, card holder etc as in such cases the card can be misused if card is lost/stolen.

Q. 7. What should one do if he forgets PIN or the card is sucked in by the ATM?
Ans. 7. The customer may contact the card issuing bank branch and apply for retrieval/issuance of a new card. This procedure is applicable even if the card is sucked in at another bank's ATM.  

Q. 8. Is there any minimum and maximum cash withdrawal limit per day?
Ans.8. Yes, banks set limit for cash withdrawal by customers. The cash withdrawal limit for use at the ATM of the issuing bank is set by the bank during the issuance of the card. This limit is displayed at the respective ATM locations.

For cash withdrawals at other bank ATMs, banks have decided to maintain a limit of Rs 10,000/- per transaction. This information is displayed at the ATM location

Q. 9. Do banks levy any service charge for use of other bank ATMs?
Ans.9. The number of free transactions permitted per calendar month at other Bank ATMs to Savings Bank account holders of State Bank Group shall be inclusive of all types of 5 transactions, financial or non-financial (all types of transactions including balance enquiry) w.e.f 01.07.2011. For CA/CC account holders all transactions at other Bank ATMs are chargeable.

 

Q. 10. What should be done in case during the cash withdrawal process, cash is not disbursed by the account gets debited for the amount?
Ans.10. The customer may lodge a complaint with the card issuing branch. This process is applicable even if the transaction was carried out at other banks ATMs.

 Q.11. What is the period within which the Bank would resolve the customer complaints for such wrong debits?

Ans.11. As per the RBI instructions, Banks should resolve customer complaints in respect of such wrong debits within 7 working days from the date of receipt of the complaint.

Q.12. Are the customers eligible for compensation for delays beyond 7 working days?
Ans.12. Yes.Now, a compensation of Rs 100/- per day, will be paid to the aggrieved customer, if the dispute is not settled/ customer account is not re-credited within 7 working days from the date of receipt of the complaint. Any customer is entitled to receive compensation for delay, only if a claim is lodged with the issuing Bank (customer's Bank) within 30 days of the date

Q.13. In case the compensation is not credited as mandated, what recourse does the customer have?

 Ans. 13. For all such complaints customer may lodge a complaint with the local Banking Ombudsman if the bank does not respond.

Q.14. What are the restrictions on free use of ATMs?

Ans.14.  SB account customer of State Bank of Mysore using ATMs of other banks will be able to do 5 free transactions (Financial or Non-Financial) in a month and will have to bear service charges from the 6th transaction onwards during the calendar month. For other account holders all such transactions will be charged. 

Q.15. Who can apply for ATM-cum-Debit Card?

Ans. 15. Any individual account holder having Savings Bank or Current Account, single, or joint account operated as Either or Survivor / Former or Survivor / Later or Survivor/ Anyone or Survivor / Pensioners, NRE account holders.

Q. 16.When will I receive my ATM-cum-Debit Card and PIN?

Ans 16. You will receive your card within 7 working days after submitting the application, directly by Speed post at your recorded address. Kindly collect your PIN from the card issuing branch after receipt of the card and carry your card / passbook as identity proof. Alternatively you can get Non-personalised ATM card along with welcome kit instantly on opening of a new SB account.

Q.17. When ATM-cum-Debit card is lost or misplaced what immediate steps are to be taken?

Ans.17. Following immediate steps to be taken: -

  • Contact Toll free 7x24 help line on 1800 425 3800, 1800 112211 (from BSNL/MTNL land lines) / 080 26599990, inform loss of card and make request to HOT list/BLOCK the card and stop the operations of the card on the network. Please note to take ticket number from the Contact Centre for future reference.
  • In case customers are not able to contact the Contact Centre for hot-listing the cards, they can approach the branch. Inform immediately about the loss of card  followed by written request to make the card HOT listed/blocked.

Q.18 Can a replacement ATM card be issued in lieu of lost/damaged card?

Ans.18 Yes, Replacement ATM card is issued at a nominal charge of Rs.200/-.

Q.19 If lost card is subsequently found/traced and restored to cardholder, can it be reactivated?

Ans.19 Yes, the cardholder should make a written request to the card-issuing branch. However it is advised to issue a new card to avoid the possibility of the existing card being misused through cloning.

Q.20. What is Fast Cash?

Ans 20. It is withdrawal of pre-specified amount. At present Rs.100/- or Rs.200/- or Rs.500/- or Rs.1000/- or Rs.2000/- or Rs. 3000/- or Rs.5000/- or Rs.10000/- can be withdrawn from a primary account to be designated by the customer. 

Q.21 What is Cash Withdrawal?

Ans 21. Card holder can withdraw minimum of Rs.100/- , maximum Rs.40,000/-

in multiples of Rs.100/-(For Gold card Rs.50000/-) per day subject to availability of balance in the account.

Q.22. What to do if you are getting the message on the ATM "INVALID CARD"?

Ans 22. There could be a track problem with the card. First, the customer should try transaction on some other ATM on State Bank Group Network, and if he is getting the same message, the card has to be replaced. 

Q.23.  Does Bank bear any liability for unauthorized use of the Card?

Ans 23. No. The responsibility is solely vested with the cardholder.

Q.24. What is Mini Statement?

Ans 24. It is statement of account showing last few transactions, in the account.

Q 25. How can the existing NRI customers apply for ATM-cum-Debit Cards?

Ans 25. The existing NRI customers can make simple request to the branch concerned.

Q 26. How secrecy of PIN is maintained?

 Ans 26. Please do not write your PIN on card or anywhere else.  If at any time customer feels that the PIN has been inadvertently or otherwise divulged to any one, he/she should change the same immediately. In your interest, we give few tips about safe keeping of your card and precautions to be taken to prevent misuse/frauds.

 Click Here.

Q 27. How often PIN can be changed?

 Ans 27. PIN can be changed as often as required at State Bank ATMs. This is to maintain secrecy and prevent any misuse of the ATM-cum-Debit card.

Q 28. What is the procedure for cards reported lost or stolen?

Ans 28. The cardholder should immediately notify the customer branch by letter or  contact the contact center by toll-free help line no.1800 4253800, 1800 112211 (from BSNL/MTNL land lines)/080 265 99990, to report the loss of card. The help line will ask some questions in case of domestic card and specific security questions in case of International ATM-cum-Debit Card about the cardholder viz. Father’s first name, mother’s maiden name, Date of birth, year of passing secondary school examination, year of marriage to establish the identity of the caller. After confirmation, the card will be blocked and a system generated ticket number will be provided to the caller. Any financial loss arising out of the unauthorized use of the Card till such time as the Bank hotlists the Card, will be to the Card Holder’s account.

Q 29. I transacted on other bank ATM  and my account has been debited twice/account debited and cash not dispensed / the transaction was unsuccessful. What is the procedure to get the refund for such transaction?

OR

Q 29. I paid my shopping bill at Maestro enabled Merchant Establishment (POS). My account has been debited twice/account debited but the transaction was unsuccessful. What is the procedure to get the refund for such transaction?

Ans 29. Please lodge complaint with your branch where the account is maintained. The time limit for lodging such claims is 60 days from the date of transaction. 

Q 30. After how many days will I get my money back?

Ans 30. ATM transactions: As per RBI guidelines, the customer’s account should be credited within 7 working days from the date of the complaint.

POS transactions: Bank to Bank settlement period is 45-46 days.  The customer will get the credit within 1-2 days after the fund settlement takes place between two Banks.

Q 31. I was not aware about 60 day's time frame for lodging complaint. So can I lodge the same now i.e. after 60 days?  Are there any chances that I will get my money back?

Ans 31. The claim can be lodged after 60 days to 120 days from date of transaction in good faith. Credit will be provided to the customer account only after recovery acceptance from the acquiring bank. However as per NCPI guidelines, claims for failed ATM transactions done on other bank ATMs cannot be lodged after 120 days from date of transaction.

We give below some useful tips about safe keeping of your Card and the precaution to be taken to prevent misuse/ frauds. 

General Guidelines/ Safety tips:

  • Kindly read carefully the user's manual supplied and instructions on the PIN mailer.
  • Sign at the back of your Card as soon as you receive it
  • Use your new card on an ATM immediately to change the system generated PIN.
  • Please change your PIN to a new four digit number of your choice,  memorise it and destroy the PIN mailer.  Preferably, change it every quarter.
  • Never use a PIN that could be easily guessed, e.g. your birthday or telephone number.
  • Please do not write your PIN on the card or anywhere else.
  • Please keep the Personal Identification Number (PIN) secret and do not disclose the PIN to anybody including a family member or your banker. In case the PIN is divulged, please change your PIN immediately at any State Bank Group ATM.
  • Giving your card and disclosing PIN to someone is like giving a blank signed cheque.
  • Please refrain from taking help from any strangers in the ATM room.
  • Beware of "Shoulder surfing", i.e., shield your PIN from onlookers by using your body. Once you complete your transaction, check to be sure that you have your Card and your receipt, and then leave immediately. Never let anyone see you enter your PIN.
  • Please do not allow any other person to enter the ATM room when you are transacting on the ATM and similarly please wait outside the ATM room if anybody is already inside.
  • Please keep a separate note of your card number and associated account number. These particulars will be necessary for blocking the card in case of loss of the card.
Be alert. If you find signs of any external fittings or loose wiring, report to the bank/ contact centre and use another ATM.
  • 24 x 7 State Bank Contact Centre number is toll free 18004253800, 1800 112211 (from BSNL/MTNL land lines)/ 080 265 99990.
  • Remember to collect the cash dispensed as cash retraction facility is disabled in all ATMs.

Taking care of your card:

  •  Your card is very important and must be kept safely.
  • The card must not be kept near a TV.
  • Store your Card in a secure place where you will immediately know if it is missing.
  • Store the ATM-cum-Debit Card carefully so that the magnetic stripe does not get damaged.
  • Never leave your Card unattended, e.g., in your car, in a hotel room or at work.

Did you know…..? 

  • You can get cash within 60 seconds from an ATM anywhere and at any time.
  • You can check your account balance on ATM.
  • You can print last few transactions of your account through ATM.
  • State Bank ATM-Cum-Debit Card is a PIN based secure card.
  • Card with PIN can be used for withdrawal of money from ATMs as well payment of bills at shops, restaurants, petrol pumps, etc., which display Maestro/Visa/Master logo.
Please note that the Bank bears no liability for the unauthorized use of the Card and the responsibility is fully of the Cardholder.
 
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State Bank of Mysore,
H .O.: K.G.Road,
Bangalore - 560254, INDIA.
Phone (EPABX): 91 80 22353901 (30 lines of PRI)
Fax: 91 80 22283684

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