Complaint to the bank — unauthorised transaction and the RBI limited-liability framework

दस्तावेज़

To,
The Branch Manager / The Nodal Officer (Customer Service)
________________

Subject: Unauthorised electronic transaction of ₹________________ on ________________ — claim of zero / limited liability and request for re-credit (shadow reversal) within 10 working days.

Made under: the Reserve Bank of India circular "Customer Protection — Limiting Liability of Customers in Unauthorised Electronic Banking Transactions", RBI/2017-18/15 DBR.No.Leg.BC.78/09.07.005/2017-18 dated 6 July 2017, issued under Section 35A of the Banking Regulation Act, 1949.

Sir/Madam,

1. I am ________________, resident of ________________, and I hold an account/card with you ending ________________. Mobile ________________, email ________________.

2. On ________________ a transaction of ₹________________ took place on my account which I neither made nor authorised. The transaction reference (UTR/RRN) is ________________.

3. What happened:
________________

4. Details of the account or UPI ID the money went to:
________________

5. I have notified the bank of this transaction within three working days of receiving the bank's communication about it. I did not disclose my PIN, password, CVV or OTP to anyone. The loss did not arise from any negligence on my part.

6. Under the circular cited above, where the loss is due to a third-party breach and the customer notifies the bank within three working days of receiving the bank's communication, the customer's liability is nil. The circular also requires the bank to credit (shadow reversal) the amount involved in the unauthorised transaction within 10 working days of the notification, and to resolve the complaint within 90 days. The burden of proving customer liability in an unauthorised electronic transaction lies on the bank, not on the customer.

I therefore request that —
(a) ₹________________ be credited back to my account within 10 working days;
(b) the complaint reference number and a written copy of this complaint be given to me;
(c) if the bank fastens any liability on me, the basis for it be stated in writing.

If I receive no reply within 30 days, or a reply I am not satisfied with, I will complain under the Reserve Bank – Integrated Ombudsman Scheme, 2021. Please treat this letter as my written complaint for the purposes of that Scheme.

Yours faithfully,

________________
________________

Place: ________________
Date: ________________

Enclosures: as per the list attached.